Assistant General Manager

Inspīr Senior Living•Washington, DC

15d•$125,000 - $150,000•Onsite

About The Position

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.

Requirements

Bachelor’s degree or equivalent in experience in human services management, or nursing home management
7-10 years of progressive experience in human services management and/or senior living management
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
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 concern
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 as resident safety and security
Maintains regular attendance, as required by scheduling which will vary according to the needs of the property
Follows all emergency procedures and understands the safety practices

Nice To Haves

Pre-leasing and new property pre-opening experience are a plus

Responsibilities

Assist the General Manager with the day-to-day operations of the community including occupancy and financial performance.
Plan, develop, implement, evaluate, and improve all operational standards.
Ensure accurate, timely, and professional service to all residents.
Uphold the Inspir philosophy and values.
Maintain ongoing compliance with appropriate local, state, federal, regulatory, and/or accrediting body standards.
Ensure the community is prepared for inspection by regulatory agencies through regular auditing and maintenance of community policies and procedures.
Oversee departmental budgets and provide guidance to department leaders on how to meet budgetary guidelines.
Maintain monthly financials and provide explanation for variances while driving strong expenditure control.
Function as sales leader to achieve occupancy goals and targets.
Direct programs for training and development of department leaders.
Maintain open communication and respond 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.
Ensure appropriate high quality resident move-in coordination.
Work 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.
Maintain and increase occupancy goals in accordance with budgetary guidelines.
Identify and develop professional referral sources and business development.
Optimize all opportunities to generate revenue, including ancillary revenue.
Gather competitive market analysis data and maintain a detailed competitor comparative analysis (including rates, apartment sizes, services, and amenities).
Work 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.
Follow all emergency procedures and understand the safety practices.
Develop and implement procedures to improve operations.
Ensure service, technical skills and other training occurs throughout the property to support successful daily operations.
Establish and maintain open, collaborative relationships with direct reports and entire team & ensures direct reports do the same for their teams.
Assist in recruitment of associates including interviews.
Analyze quality service issues and identify trends.
Facilitate the development of creative solutions to overcome obstacles and ensure implementation to continually improve guest satisfaction results.
Perform other duties as assigned, including filling in on all roles due to staff shortages.