General Manager

Campus Living Centres - Kitchener, ON (30+ days ago)

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Position Summary and Job Magnitude
The General Manager oversees all aspects of the residence operations including: residence life, finance, sales and marketing, human resources, payroll, health & safety, facilities, client & guest relations, administration, and staff development. The General Manager is expected to have working knowledge of all aspects of the residence operation including initiating, developing and managing all area of residence life. In particular the General Manager places significant emphasis on the student experience providing a safe, engaging and community-rich living environment. The General Manager must possess strong communication skills, both verbal and written, and demonstrate outstanding leadership. The General Manager must be able to delegate responsibilities, organize complex projects, and establish priorities consistent with company objectives.

Essential Functions and Basic Duties

Residence Life
  • Ensures that that the safety, wellbeing, and concerns of all students are being met in an efficient manner
  • Directly supervise the Residence Life program and Community Living Standards and provide the necessary training, direction and policy interpretations for staff
  • Directly involved in Community Living Standards appeal process (both verbal and written)
  • Ensure all Residence Life Programing is in place and effectively operating and oversees all risk management to ensure activities are consistent with company policies
  • Ensures that all required student documents are received and processed in line with company policy
  • Stays current with Student Development trends and residence best practices
  • Oversees Move-In procedure, which may include Orientation programs, in September and January
  • Manage the balance between customer service and student conduct
  • Approve, maintain and control all operational revenues and expenses
  • Ensure that all collection and control procedures are followed relating to accounts receivable
  • Prepare and be accountable for the annual residence operating budget
  • Ensuring all Month End reporting is accurate prior to submission to Finance Office
  • Ensure monthly and other requested reporting is completed accurately and on time
Sales and Marketing
  • Oversee Sales & Marketing initiatives at the property with the Sales Manager
  • Assess and develop target markets for summer business
  • Provide direction for direct marketing initiatives (Cold calling, visits, mailers, etc.)
  • Ensure the Property Marketing Plan is up to date with your current market area
  • Creation and implementation of internal sales promotions
  • Ensuring that all sales contracts are in order and required invoicing is complete
Human Resources / Payroll / Health & Safety
  • Direct and supervise, maintaining strong communication with all staff members and internal departments at the property.
  • Ensure legislated policies are followed, including Health & Safety
  • Ensure that all payroll policies are followed
  • Play an active role in the training and development of employees
  • Develop a team atmosphere within the organization
  • Establish staffing requirements
  • Prepare regular performance evaluations of all staff
  • Ensure that any employee conflicts are dealt with properly and immediately
  • Minimizes turnover and encourages employees via positive reinforcement
  • Ensure scheduling is reflective of the property’s 24 hour operation
  • Oversee Maintenance and Housekeeping departments
  • Responsible for the overall esthetic condition of the property (both interior and exterior) ensuring that snow removal and landscaping is being properly carried out
  • Managing changeover seasons in May and September
  • Ensure all Preventative Maintenance programs are being fulfilled
Guest & Client Relations
  • Ensuring Client Institution has all necessary information in a timely fashion
  • Must be in attendance and fully prepared for ROC meetings
  • Interacting with Institutional departments for services provided to the property
  • Maintaining a professional business relationship with CLC’s primary Institutional contact
  • Ensure proper customer service is applied to all guests
  • On-call responsibilities, expected to be on manager rotational schedule
  • Maintain a detailed “Manager’s Log” to communicate to others
  • Ensure that a Complaint Log is utilized to properly document complaints and responses
  • Organizing the office to ensure all files and information are easily found
  • Implement policy changes as they are released corporately
  • Ensure monthly Residence Update Report is complete
  • Ensures that the property departments are well organized
  • Understands their legal standings in all situations
  • Ensures that all information requests and documents are dealt with immediately
  • Any other duty as assigned by a Director or Executive Committee member
  • Meet tight deadlines
  • Adapt to new ideas and emerging situations
  • Ability to deal with high stress situations
  • Creative problem solving
Performance Measurements

Performance will be primarily measured on the following factors:
  • Scoring against set performance objectives
  • Initiative
  • Interpersonal Skills
  • Leadership
  • Client Relationship
  • Business & Financial Acumen
  • Communications
  • Self Development and Appraisal
  • Health & Safety
  • Departmental Quality Assessments

  • An undergraduate degree (or equivalent combination of education and experience)
  • Minimum 5 years of hotel, residence management, or property management experience
  • Competency with property management systems and Microsoft Office
  • Proven leadership and team building ability
  • Highly developed oral and written communication skills
  • Preparedness to meet the obligations of the position which may include the need to work evenings and weekends
  • Demonstrated interpersonal skills to facilitate collaboration, operational improvements and the implementation of student affairs best practices
  • Significant experience and knowledge in student affairs, crisis intervention, student conduct and student development considered an asset
Equal Opportunity Employer

It is Campus Living Centres policy to promote equal employment opportunity for all applicants and employees. Campus Living Centres does not unlawfully discriminate on the basis of race, colour, religion, sex, national origin, ancestry, age, physical disability, mental disability, medical condition, marital status or sexual orientation. Campus Living Centres prohibits the harassment of any individual on any of the grounds listed above. This applies to all areas of employment including recruitment, hiring, training and promotion.

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