General Manager or Operations Director

Date:      November 1, 2024

Job Title:      General Manager or Operations Director

Employment    Full Time, Immediate Opening

FLSA Status:      Exempt

Reports To:      Company Owners

Work Location:  Amelia Island Getaways Corporate Office 

Website:        https://www.aigetaways.com/

POSITION SUMMARY

The position will oversee and streamline daily operations within Amelia Island Getaways, managing and enhancing performance, profitability, and overall guest experience. This role requires a highly organized, results-driven individual with a solid background in hospitality, property management, and vacation rentals. The position will collaborate closely with the Company Owners and leadership team and, as a strategic partner, help develop strategies to optimize business operations, develop staff, and ensure exceptional guest service. 

This role is open to candidates with varying experience levels, and the position level will be determined based on the successful candidate's qualifications. We encourage you to apply whether you are a rising professional or a seasoned expert.

Operational Management

• Oversee property operations, including housekeeping, laundry, maintenance, and guest relations, to ensure a seamless and high-quality guest experience.
• Implement and refine standard operating procedures (SOPs) to maximize efficiency and maintain high service standards.
• Regularly review operational efficiency, both time and expense.

Team Leadership & Development

• Manage and mentor a team of property managers, housekeeping staff, and customer service representatives.
• Establish and monitor KPIs for team members and foster a culture of accountability, collaboration, and excellence.
• Facilitate regular training sessions to ensure the team is updated on industry trends, technology, and customer service best practices.

Financial Oversights

• Develop, monitor, and manage the operations budget, forecasting expenses.
• Analyze profit margins and operational costs to recommend data-driven improvements.
• Implement cost-saving initiatives without compromising the quality of service.

Guest Experience Management (with experience only)

• Ensure all guest interactions are handled professionally and promptly, resulting in high satisfaction and positive reviews.
• Resolve escalated guest issues effectively and in a manner consistent with brand standards.
• Use guest feedback to drive service improvements and innovate offerings.
• Strategic Planning & Growth
• Collaborate with Company Owners to set and achieve short-term and long-term business goals.
• Stay updated on industry trends, competitor activities, and market conditions to ensure the company remains competitive.

QUALIFICATIONS

• A bachelor’s degree in hospitality management, business administration, or a related field is preferred but not required.
• Minimum of 5 years of experience in vacation rentals, property, or hospitality management.
• Experience with Laundry facility management.
• Proven experience in a managerial or leadership role.
• Strong financial acumen with experience in budget management and forecasting.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Proficient in property management software (e.g., Streamline, Guesty, Hostaway), Property Operations Software, and other relevant software applications and tools.
• Ability to work independently, multitask, and manage priorities in a dynamic environment.

PHYSICAL/MENTAL/ENVIRONMENTAL DEMANDS

• Sitting – 30%, Walking/Standing – 70%. Required to stoop, bend, stretch, twist, and reach. Regularly lift to 25 lbs. Must be able to talk or hear. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Organize, multitask, and problem-solve.

BENEFITS INCLUDE:

• 16 days of annual paid time off with accruals beginning on Day 1
• Paid holidays 
• Travel discounts for employees and their family
• Company medical is not offered, but individual medical costs may be offset

SALARY 

$75,000-100,000 

Plus, bonuses based on results and company profitability

Relocation allowance offered if applicable

Here are some key first-year performance requirements for the Amelia Island Getaways General Manager. These goals focus on operations, team development, and guest experience.

1. Operational Efficiency and SOP Implementation

Goal: Establish and implement comprehensive Standard Operating Procedures (SOPs) for each department (housekeeping, maintenance, guest services).

Performance Metric: Achieve a 15-20% improvement in operational efficiency (e.g., reduced time for turnovers and maintenance response times).

Timeframe: Within the first 3-6 months.

Requirement: Complete quarterly reviews and revisions of SOPs based on feedback and performance metrics.

2. Team Development and Retention

Goal: Hire and Build a cohesive team culture of fun, accountability, service excellence, and professional growth.

Performance Metric: Hire all open positions and achieve 90% staff retention, and complete 100% of planned training sessions.

Timeframe: Conduct initial training within the first 3 months and continue with quarterly follow-ups.

Requirement: Implement regular performance evaluations and set individualized development goals.

3. Guest Satisfaction and Service Improvement (if applicable)

Goal: Elevate the guest experience by responding quickly to inquiries and resolving issues.

Performance Metric: Achieve an average guest satisfaction rating of 4.7 out of 5 across all platforms and reduce response times to guest inquiries to under 1 hour.

Timeframe: Ongoing, with measurable progress expected by month 6.

Requirement: Implement a feedback loop for continuous improvement based on guest reviews and surveys.

5. Financial Controls and Cost Management

Goal: Implement budget controls and monitor expenses to enhance profitability.

Performance Metric: Reduce operational costs by 10% without sacrificing service quality.

Timeframe: Conduct a cost review within the first 3 months and continuously monitor.

Requirement: Review financial performance monthly, with quarterly adjustments to the budget as needed.

7. Compliance and Risk Management

Goal: Ensure 100% compliance with local laws, safety standards, and insurance requirements across all properties.

Performance Metric: No compliance violations or regulatory issues.

Timeframe: Complete the initial compliance audit within 90 days and quarterly.

Requirement: Develop a compliance checklist for each property and conduct routine audits.