Job Description
Job Description
Position Summary
The General Manager is the on-site leader of the community, accountable for the property's financial performance, operations, resident experience, and team culture. This role owns day-to-day business operations — financial performance, collections, accounts payable, leasing and occupancy, retention, maintenance, vendor performance, and team leadership — and is expected to understand both the numbers and the resident experience behind them, identify opportunities and risks early, and act to continuously improve performance.
The ideal candidate is a hands-on leader comfortable moving between financial reporting, team development, resident relations, inspections, and strategic decision-making while maintaining the standards of a luxury residential community.
Financial & Business Performance
Own the property's overall financial and operational performance.
Execute the annual operating budget and monitor actuals against budget throughout the year.
Review monthly financial statements, operating results, revenue trends, expense variances, and property performance.
Oversee accounts receivable — collections, delinquency management, payment arrangements, and outstanding balances.
Oversee accounts payable — invoice review, coding accuracy, expense approvals, and vendor payment coordination.
Monitor controllable expenses and identify efficiency opportunities without compromising resident experience.
Prepare financial, operational, leasing, and performance reporting for leadership and ownership.
Assist with annual budgeting, forecasting, and business planning.
Property Operations
Direct daily operations and ensure consistency across leasing, resident experience, concierge, and maintenance.
Conduct regular walks and inspections to keep apartments, amenities, common areas, grounds, and building operations at standard.
Identify operational issues and implement solutions before they affect residents or performance.
Oversee vendor relationships, contracts, service quality, purchasing, and property-level expenses.
Coordinate with the Service Supervisor on building systems, preventative maintenance, unit readiness, capital needs, and vendor performance.
Maintain emergency preparedness and property response procedures.
Leasing, Occupancy & Retention
Monitor occupancy, availability, traffic, applications, leasing velocity, renewals, and exposure.
Partner with the Leasing Consultant to evaluate leasing performance, lead conversion, follow-up, and competitive positioning.
Partner with the Community Experience Manager to drive satisfaction, renewal performance, and retention.
Review market conditions and property performance to strengthen leasing and retention results.
Maintain awareness of competitive properties, market rents, concessions, and local trends.
Leadership & Team Development
Lead, coach, and develop the on-site team.
Set clear expectations, performance standards, and accountability across departments.
Hold regular team meetings, one-on-ones, and performance discussions.
Participate in recruiting, hiring, onboarding, training, performance management, and corrective action.
Create a collaborative environment where leasing, resident experience, concierge, and maintenance operate as one team.
Build a culture centered on ownership, hospitality, responsiveness, and continuous improvement.
Resident Experience
Maintain a visible presence in the community and build strong resident relationships.
Ensure resident concerns are addressed promptly, consistently, and professionally.
Handle significant escalations and determine appropriate resolutions.
Monitor resident feedback, online reputation, service trends, and recurring concerns.
Ensure operations support a high-quality experience at every stage of the resident lifecycle.
Qualifications
3–5+ years of multifamily property management experience; luxury, high-rise, Class A, or institutional multifamily preferred.
Prior experience managing or leading an on-site property team.
Strong understanding of multifamily financial statements, budgeting, AR, AP, and variance reporting.
Demonstrated ability to manage occupancy, collections, retention, and operating expenses.
Strong leadership, communication, organization, and problem-solving skills.
Comfortable with property management software, CRM platforms, financial reporting tools, and Microsoft Office.
Ability to make sound decisions independently while knowing when to escalate.
Strong understanding of Fair Housing requirements and applicable property management regulations.
What Success Looks Like
Success means the property is financially disciplined, well maintained, highly occupied, and residents feel cared for, with a team that understands exactly what is expected. The General Manager should know the property's numbers, people, challenges, and opportunities and communicate clearly what is working, what is not, and what is being done about it.