General Manager (Luxury Residential)

Related•Chicago, IL

20h•Onsite

About The Position

Related Companies, Luxury team is searching for an individual with an entrepreneurial spirit to join our team as a General Manager! This role involves overseeing the general day-to-day operations of a luxury residential building, ensuring the highest standards of excellence are maintained. The General Manager will develop policies, procedures, and regulations for property management, including construction work, tenant alterations, and insurance requirements. This position requires leading and inspiring a team, fostering a positive work environment, and delivering exceptional resident service. The role also involves building strong relationships with residents, serving as a trusted point of contact, and promptly addressing their needs and concerns. Additionally, the General Manager will ensure efficient and courteous response to resident requests, handle complaints diplomatically, and provide resolutions to resident problems. Maintaining accurate administrative files, preparing written communications, and analyzing financial statements to improve performance are key responsibilities. The role also includes developing and managing annual operating budgets and capital plans.

Requirements

Bachelor’s degree from a four-year College or University; or equivalent combination of education and experience.
Minimum of 7-10 years of experience in property management, with at least 5 years in a leadership role overseeing large teams in a high-rise or luxury multifamily environment.
Experience in budget preparation and financial reporting, with a strong understanding of building operational systems, leasing, and marketing.
Ability to analyze data/reports to develop solutions to sustain high standards of customer service, optimal revenue generation, and effective expense management as demonstrated by business results in previous position.
Proficiency in property management software (Yardi, RealPage, Entrata, or similar) to manage leases, financials, and resident relations.
Strong conflict resolution skills, with a customer-first mindset and ability to address escalated resident concerns effectively.
Ability to analyze operational metrics and implement strategies for improved performance and resident satisfaction.
Experience managing third-party vendor contracts, including security, maintenance, housekeeping, and amenity service providers.
Exceptional organizational skills with the ability to multitask and prioritize in a fast-paced, high-expectation environment.
Tech-savvy with experience implementing workflow automation, CRM systems, and digital communication tools.

Nice To Haves

Certified Apartment Manager (CAM) or Certified Property Manager (CPM), strongly preferred.

Responsibilities

Oversee the general day to day operations of our luxury residential building.
Develop policies, procedures, and regulations to effectively manage the property including construction work, tenant alteration process and certificate of insurance requirements.
Lead and inspire a team of dedicated professionals, fostering a positive work environment that encourages growth, innovation, and teamwork.
Provide guidance and support, ensuring everyone is aligned with the vision of delivering exceptional resident service.
Build and maintain strong relationships with residents, actively listening to their needs and concerns.
Serve as a trusted point of contact, promptly addressing inquiries, resolving issues, and anticipating their needs to enhance their living experience.
Makes introductory calls to all future residents prior to move-in and initiates face-to-face meeting with new residents to assure quality control and confirm satisfaction with service that was provided.
Interface with our CX team to ensure compliance with brand strategy and service initiatives.
Ensure efficient and courteous response to all resident requests.
Handles all resident complaints expeditiously, diplomatically and professionally.
Provides resolution to resident problems and on-going resident relations.
Maintains accurate files for all site administration, including: lease files, operational procedure files, work-order files, etc.
Prepares and processes appropriate written communications, i.e., memos, letters, insurance incident reports, etc.
Analyze financial statements utilizing knowledge and innovation to improve financial performance.
Develop and manage annual operating budgets, capital plans and programs to address critical needs as well as innovate enhancements to serve the asset and ownership groups.