Job Title: Assistant General Manager
Location: Washington, DC
Employment Type: Exempt
Salary Range: $125,000-$150,000 + Bonus
Department: Administration
Accountabilities: The Assistant General Manager is responsible to assist the General Manager with the day-to-day operations of the community including occupancy and financial performance as well as the planning, development, implementation, evaluation and improvement of all operational standards. In the General Manager’s absence, the Assistant General Manager shall report to the Executive Director. The Assistant General Manager is to ensure accurate, timely, and professional service to all residents and must uphold the Inspir philosophy and values.
Minimum Qualifications
- Bachelor’s degree or equivalent in experience in human services management, or nursing home management
- Must possess 7-10 years of progressive experience in human services management and/or senior living management
- Pre-leasing and new property pre-opening experience are a plus
- Must have proven leadership and management skills
- Experience working with seniors including those with memory care needs
- Excellent customer service and public relations skills
- Free of communicable diseases
Skills, Knowledge, Abilities & Personal Characteristics
- Must be able to convey & understand information and ideas in English
- Maintain good rapport with, and takes leadership role in, appropriate professional associations, educational institutions, philanthropic organizations and community groups
- Lead, develop, and support staff through role modeling, company programs and various initiatives
- Provides ongoing support, direction, supervision and feedback regarding job performance of all staff
- Communicates with associates to ensure they are fully informed regarding any questions that might be asked by residents, families and prospective residents and families
- Act as a mentor for all team members to ensure the processes, procedures and standards are consistently delivered and policies are followed
- Approach all encounters with residents, associates, and guests in a friendly, service-oriented manner
- Maintain high standards of personal appearance and grooming, as defined in the associate handbook
- Ability to address, contribute and optimize all aspects of the sales process
- Ability to understand and optimize a profit and loss statement
- Understand owner and management company objectives
- Presents with a positive, engaging, and professional demeanor
- Oversee associate development and succession planning
- Establishes a presence with associates on property and actively solicits feedback
- Utilizes an “open door” policy and reviews associate engagement results to identify and address associate problems or concerns
- Fosters associate commitment to providing exceptional service; participates in daily stand-up meetings; and models desired service behaviors in all interactions with residents, guests, and associates
- Demonstrates and communicates principals of resident satisfaction; ensures core elements of service strategy are in place to produce the desired results
- Pulls together resources to resolve resident and operational issues and impact results
- Is highly visible and interfaces with residents on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction
- Continuously strives to improve service performance
- Must be effective at listening to, understanding, and clarifying the concerns and issues raised by residents, guests, or associates
- Must be able to evaluate and select among alternative courses of action quickly and accurately
- Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
- Play a key role in establishing proactive, motivation, respect and rapport amongst all associates
- Utilize technology as a means of communication necessary to support resident needs and ensure operational compliance as well las resident safety and security
Typical Work Duties & Functions
- Maintains ongoing compliance with appropriate local, state, federal, regulatory, and/or accrediting body standards. Ensures that the community is prepared for inspection by regulatory agencies through regular auditing and maintenance of community policies and procedures
- Oversees departmental budgets and provides guidance to department leaders on how to meet budgetary guidelines
- Maintains monthly financials and provides explanation for variances while driving strong expenditure control
- Functions as sales leader to achieve occupancy goals and targets
- Direct programs for training and development of the department leaders so that all areas of the operation are supervised properly and are geared to perform to the best advantage
- Maintains open communication and responds to all residents, guests, associates, and department leaders correspondence in a timely manner
- Ensure property goals are met or exceeded by working proactively with division/department leaders to respond to business challenges
- Ensure Concierge Services accountability
- Ensures appropriate high quality resident move-in coordination
- Works to ensure resident and family expectations are met, and assist staff with the move-in experience
- Provide direct supervision to departments as assigned by General Manager
- Provide timely, effective communication of all aspects of assigned department to General Manager
- Assist in the direction of associate relations programs
- Supervise staff including; interview, hire, schedule, train, develop, empower, coach & council, recommend and conduct performance and salary reviews, resolve problems, provide open communications, recommend discipline & termination as appropriate
- Maintains and increases occupancy goals in accordance with budgetary guidelines. Identify and develop professional referral sources and business development
- Optimizes all opportunities to generate revenue, including ancillary revenue.
- Gathers competitive market analysis data and maintains a detailed competitor comparative analysis (including rates, apartment sizes, services, and amenities).
- Works collaboratively with department leaders to emphasize the team's role in sales and participation in the community sales and marketing efforts
- Comply at all times with Inspir standards and regulations to encourage safe and efficient operations
- Institute whatever safety measures are necessary to comply with appropriate company, OSHA regulations and safety procedures
- Follows all emergency procedures and understands the safety practices
- Develop and implement procedures to improve operations
- Maintain regular attendance, as required by scheduling which will vary according to the needs of the property
- Ensures service, technical skills and other training occurs throughout the property to support successful daily operations
- Establishes and maintains open, collaborative relationships with direct reports and entire team & ensures direct reports do the same for their teams
- Assists in recruitment of associates including interviews
- Analyzes quality service issues and identifies trends
- Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results
- Perform other duties as assigned, including filling in on all roles due to staff shortages
Why You’ll Love Working With Us:
- Innovative Culture: We are a group of smart, forward-thinking and compassionate pros dedicated to enhancing the lives of our residents through service excellence, creative and meaningful programs and continuous innovation.
- HEART: We recognize Humor, Empathy, Autonomy, Respect and Trust as core values that guide our work.
- Growth Opportunities: We promote and foster career development and continuous learning.
- Work-Life Balance: We value autonomy, flexibility and a family-friendly supportive workplace.
- Competitive Comp and Benefits: We offer a competitive compensation package, bonus, health insurance, 401K with match, paid time off, and more. Inspir believes in rewarding top talent and dedication, depending upon years of experience and commitment to the company. Inspir strives for transparency, reviewing pay periodically, to be the industry leader in recruiting talent like you!
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.