Description

About the Role

Our client curates thoughtfully designed serviced apartments in the City Centre for discerning urban dwellers.

We are seeking a seasoned General Manager to oversee daily operations across 100–120 apartments in our flagship 150-unit building, ensuring exceptional guest experiences, strong property performance, and alignment with strategic objectives.

Key Responsibilities

Leadership & Vision: Drive operational strategies to maximize property performance and guest satisfaction. Build a culture of excellence, teamwork, and continuous improvement.

Financial Management: Manage property-level budgets, optimize resources, control expenses, and identify revenue opportunities to hit free cash flow targets.

Operational Oversight: Oversee check-ins, housekeeping, maintenance, and common areas. Execute proactive preventative maintenance schedules to minimize downtime.

Team Development: Mentoring, leading, and evaluating staff to enhance service delivery, accountability, and problem-solving skills.

Stakeholder Management: Build strong relationships with building managers, contractors, and local partners.

Decentralization: Embed an "Owner-Operator" mindset and decentralized decision-making across on-site teams.

Reporting & Deliverables

Monthly Property Report: Detail operational compliance, financial metrics, guest satisfaction, staff productivity, and Kaizen-driven improvement plans.

Quarterly Operational Review: Assess overall property performance, achievements, risks, and forward-looking strategic adjustments.

Kaizen Trello Board: Maintain an active board showcasing short- and long-term guest and owner experience projects.

Key Performance Indicators (KPIs)

Free Cash Flow: Meet or exceed targets outlined in the 1-Year Financial Business Plan via revenue optimization and strict cost control.

Guest Satisfaction Targets:

Booking.com: ≥ 8.8

Airbnb: ≥ 4.85

Google: ≥ 4.8

Owner Retention: Maintain a ≥ 95% annual owner retention rate (excluding long-term/owner conversions).

Strategic Growth Execution: Successfully implement Kaizen philosophy, operational SOPs, an Owner-Operator mentality, and decentralized leadership.

Core Leadership Principles

Customer-Centricity & Accountability: Prioritize guest and owner satisfaction; honor all commitments.

Strategic Ownership & Bias for Action: Approach challenges like an owner and make swift, thoughtful decisions.

Resourcefulness & Kaizen: Maximize asset value and continually innovate processes.

Please send your resume/CV