General Manager CANDIDATE INFORMATION PACK
About Us WAY OF LIFE LAYS THE FOUNDATIONS TO MAKE A HOME, ALLOWING RENTERS TO CREATE A SENSE OF BELONGING. WITH THOUGHTFUL DESIGN AND STATE-OF-THE- ART SPACES COMING HAND-IN-HAND WITH COMFORTABLE LIVING AND COMMUNITY.
Our Mission Our mission is to be recognised as the company that manages the most sought- after residential rental accommodation. To create buildings of lasting value through thoughtful design and exemplary stewardship, whilst supporting them with an ethos of hospitality. In doing so we meet the needs and desires of our residents and consolidate our reputation as trusted custodians.
Our Values We manage incredible buildings in city locations with amenities that exceed expectations. We act at all times in accordance with our Way of Life values:
Our Committees • Diversity & Inclusion • Sustainability • Health and Wellbeing • Charity • Governance • Community Engagement • Fire and Building Safety
1. CUSTOMER FIRST 2. MAKE IT HAPPEN 3. TEAMWORK & COLLABORATION
Our Purpose is to create a sense of belonging.
We Understand We understand the fundamental role a home plays in the prosperity of a life. The spaces we inhabit become an extension of ourselves and speak of our inner beliefs. They are places where we rest, work, play, and foster relationships. We recognise that in order for people to truly put down roots they need a sense of ownership and belonging. That’s why we believe our role is to act as an enabler rather than an owner of people’s homes. We are here to help people be happy in the spaces they inhabit. We are a platform for people’s lives.
• Track and analyse marketing performance to measure ROI. Residents Experience • Ensure residents receive exceptional service and exceed their expectations. • Respond promptly and effectively to enquiries and complaints. • Identify and implement opportunities to improve the residentsexperience. • Monitor residentssatisfaction metrics and take action to address any concerns. Financial Management • Develop and manage the assets budget. • Monitor and control expenses to ensure profitability. • Prepare and present financial reports to ownership. General Responsibilities • Act at all times in line with the Company Values, integrating these in to all work practices. • Participate in team, departmental and corporate project and planning processes as required. • To observe the highest possible standards in relation to customer confidentiality and in compliance with Data Protection legislation. • To act as an ambassador for Way of Life in your conduct during working hours and in all contact with customers and third parties connected with Way of Life’s business. • Support the Marketing Team to implement engaging community building events for residents • To undertake any other duties as are reasonably requested from time to time.
KEY RESPONSIBILITIES: Overall Operations • Oversee all departments, including front office,
maintenance, sales & marketing, and Building Management. operational plans to ensure smooth and efficient day-to-day operations. • Ensure compliance with all applicable laws, regulations, and brand standards. • Manage and develop a high- performing team of employees. • Foster a positive and productive work environment. Revenue & Distribution Management • Work with client and WOL head office to develop implement revenue management strategies to maximize occupancy and rental growth. • Identify additional commercial opportunities to drive income. • Implement effective distribution strategies through various channels, including OTAs, direct bookings, and group sales. • Analyse market trends and competitor activity to optimize pricing and occupancy. • Manage relationships with key distribution partners. • Achieve and exceed revenue and profitability goals. Leasing & Marketing • Lead the development and execution of leasing and marketing plans. • Develop and maintain relationships with key clients and partners. • Oversee the implementation of marketing campaigns to attract new residents. • Develop and implement
The Role As the General Manager you will be responsible for overseeing and managing all aspects of the property's operations to ensure the seamless functioning and success of the building. The role is multifaceted, encompassing a wide range of responsibilities that are crucial to the overall success and profitability of the building. From managing day-to-day operations to driving profitability and enhancing the resident experience, the role is pivotal in creating a thriving and vibrant community for residents. A primary responsibility is to oversee the day-to-day operations of the building, this includes ensuring that the building is well-maintained, building compliance is being met, staff are fully trained to the Way of Life standard, maintenance issues are reported and addressed in a timely manner, compiling and taking part in company reporting of the site results and driving over all results. In addition to managing operations, the GM IS responsible for driving profitability for the building by working with departments in developing and implementing strategies to increase revenue, reduce expenses, and maximise financial performance. Enhancing the resident experience is another key aspect of the role. Creating a sense of community within the building, fostering a welcoming and inclusive environment where residents feel valued and well taken care of. Supporting with the organising of events, activities, and social gatherings that bring residents together, encouraging interaction and engagement. Ensure that residents have access to top-notch amenities and services that enhance their quality of life and contribute to their overall satisfaction. To be successful in role, the GM must possess a strong understanding of the service industry, as well as excellent leadership and communication skills. Leading a team of professionals, including managers, leasing experts, and administrative personnel, to ensure that the building operates efficiently and effectively. Providing guidance, support, and direction to the team, empowering them to excel in their roles and deliver exceptional service to our residents.
Person Specification
We are a platform for people’s lives
ESSENTIAL • Actively embrace and work within the Company Values. • An honest and trustworthy individual with an exemplary track record. • Excellent communication and customer service skills • Minimum 10 years of experience in the hospitality industry, with at least 2 years in a leadership role. • Proven track record of success in revenue and distribution management. • Strong understanding of sales and marketing principles. • Excellent communication, interpersonal, and leadership skills. • Ability to work effectively under pressure and meet deadlines. • Take responsibility for your own learning and development • Able to show an understanding of and commitment to good customer care. • Self-motivated, with high energy and enthusiasm • Demonstrable experience of taking responsibility for own actions and development opportunities, maintaining high levels of integrity. • Commitment to equality, diversity, and mutual respect; accepting differences and treating everyone fairly. DESIRABLE • Bachelor's degree in Hospitality Management or NRLA related field preferred
Benefits Critical Illness Cover • Eligible employees will be automatically included in this policy after 12 months’ service Eye Tests & Glasses • Way of Life will cover the cost of an eye test up to a value of £30 every 2 years. Family Friendly Pay • Way of Life provide enhanced rates of Maternity, Paternity and Adoption pay (subject to eligibility criteria as outlined in the full policies available in the handbook). Life Assurance • Employees will automatically be included in the Group Life Assurance policy after 12 months’ service. • This provides death in service benefit at 4 x basic annual salary at date of death • No Benefit in Kind will be applicable. Benefit Hub • This is available to all employees from the start of employment.
• Benefit Hub, Is a team
happiness platform that gives you access to over 200 perks! You’ll get access to hundreds of big brand discounts; a wellness hub packed with expert lifestyle and fitness classes; premium rewards; plus a ton of fun surprises! Private Healthcare • This is available from the start of employment. Way of Life will pay for employees Private Healthcare. Employees can choose to add family members (spouse/children) or their Partner (providing they live at the same address as the employee) at the rates we can get as a Company Season Ticket Loans • We are aware that travel can be expensive. Way of Life provide season ticket loans for employees who have completed their probation period, in order to help spread these costs.
HOW TO APPLY:
The Management Recruitment Group is working in Partnership with Way of Life to exclusively manage the recruitment process. For further information or to make an application please contact: James Gregory | Associate Director james.gregory@mrgglobal.com 07966 827 391 Closing date for applications is Sunday 13th of October with interviews commencing on Friday 18th of October.
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