General Manager - Operations

Provides management, direction, and leadership to ensure the property is maintained and operated in accordance with KWPM objectives. General Managers are certified and licensed by the State of Florida for Community Property Manager (CAM).

Job Complexity & Critical Skills

- As the key employee liaisons between the client, KW Property Management, and internal support staff, the General Manager must perform the job duties with a view toward projecting a professional and competent image: Service to the customer in a friendly and outgoing manner is essential, while timeliness and professional appearance are key.

- The position is fundamental to all functions of the community and includes working closely with the Association Board of Directors and/or the Developer to manage and operate the community, facilitate solutions to problems within the community. Strong management skills, customer service skills, and supervisory skills are required.

Duties and Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The General Manager - Operations serves as the senior onsite operational leader, responsible for delivering organized, accountable, service-driven operations consistent with the standards of Mr. C Residences.

Core Responsibilities

- Execute the strategic direction established by the Managing Director and Board through effective day-to-day operations.

- Oversee resident-facing and administrative departments and maintain a visible leadership presence throughout the property.

- Establish clear expectations, accountability, operating routines, and timely follow-through.

- Identify operational deficiencies and implement corrective action.

- Partner with the Director of Facilities on engineering, building systems, life safety, emergencies, and facilities-related matters.

- Maintain operational readiness for emergencies, severe weather, and business continuity events.

Resident Experience and Brand Standards

- Maintain and continually elevate luxury service and hospitality standards.

- Ensure residents and guests receive professional, personalized, responsive, and consistent service.

- Monitor feedback, complaints, and recurring concerns and implement service improvements.

- Address sensitive or escalated resident matters as appropriate.

- Support resident programming, lifestyle initiatives, and community events.

- Ensure communications, signage, and messaging reflect the property's luxury positioning.

- Lead implementation and ongoing reinforcement of Mr. C brand standards and employee training.

Leadership and Staffing

- Supervise and develop assigned department leaders and operational personnel.

- Maintain clear reporting relationships, performance expectations, and accountability.

- Lead regular operational and leadership meetings.

- Participate in recruitment, onboarding, training, performance management, corrective action, and employee development.

- Monitor staffing, scheduling, overtime, vacancies, attendance, and operational coverage.

- Promote collaboration, employee engagement, and succession development.

Administrative and Financial Management

- Ensure management office operations, records, applications, correspondence, and tracking systems are accurate, timely, organized, and compliant.

- Oversee assigned resident and owner administrative processes.

- Assist the Managing Director with budgets, staffing plans, forecasting, and financial analysis.

- Monitor payroll, overtime, operating expenses, purchasing, contracts, and budget variances.

- Review invoices and expenditures within assigned authority and recommend corrective action when needed.

Vendors and Contracts

- Monitor vendor and contractor performance, compliance, insurance, licensing, and service standards.

- Participate in scopes of work, bidding, contract reviews, negotiations, and vendor recommendations.

- Coordinate with the Director of Facilities on engineering and facilities-related contractors.

Board, Governance, and Communication

- Support Board-approved priorities and Managing Director initiatives.

- Prepare operational reports, presentations, action plans, and recommendations.

- Attend Board, committee, leadership, and budget meetings as requested.

- Maintain working knowledge of Association governing documents, rules, policies, procedures, and applicable condominium requirements.

- Ensure rules and policies are consistently implemented and documented.

- Maintain professional communication with residents, employees, Board members, vendors, and stakeholders.

- Promptly escalate material financial, legal, governance, personnel, resident, reputational, or operational matters to the Managing Director.

Continuous Improvement

- Regularly evaluate operations to improve service, efficiency, staffing, resident satisfaction, and financial performance.

- Establish measurable goals, corrective action plans, and accountability for completion.

- Use operational, financial, resident, Board, and employee feedback to drive improvement.

Competencies;

Communication Proficiency
Business Acumen
Customer/Client Focus
Decision Making
Financial Management
Results Driven

Supervisor

The Operations General Manager reports to the Managing Director and serves as the senior onsite leader for operational and administrative functions, working closely with the Director of Facilities.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee will need to walk the property on a daily basis which will include climbing stairs.

Position Type/Expected Hours of Work

This is a full-time exempt position. Days and hours of work are Monday through Friday. Business hours will be determine by the clients needs.

Travel

There will be some travel to attend training and/or meetings, locally.

Required Education and Experience

- Five (5) years of experience as Community Property Manager managing the community operations, such as staff and service contracts.

- High School diploma required, college degree preferred

- Must have a strong working knowledge of customer service principles and practices.

- Ability to read, analyze, and interpret technical procedures, leases, regulations, or documents with a similar degree of complexity.

- Must be proficient and working knowledge of Microsoft Office Applications.

- Must have a Florida CAM license.

- Must have a valid FL Drivers license.

- Employee is sometimes required to work for extended periods of times; being flexible in the hours which could include nights and weekends.

- Must have the ability to react and address all emergency situations in a timely manner.

- Some locations will require bi-lingual in English and Spanish

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.