General Manager – Serviced Apartments & Short-Term Rentals (150+ Units)
ABC Worldwide Recruitment · City Centre
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About the Role
Our client curates thoughtfully designed serviced apartments in the City Centre for discerning urban dwellers. We are seeking a seasoned General Manager to oversee daily operations across 100–120 apartments in our flagship 150-unit building, ensuring exceptional guest experiences, strong property performance, and alignment with strategic objectives.
Key Responsibilities
Leadership & Vision: Drive operational strategies to maximize property performance and guest satisfaction. Build a culture of excellence, teamwork, and continuous improvement.
Financial Management: Manage property-level budgets, optimize resources, control expenses, and identify revenue opportunities to hit free cash flow targets.
Operational Oversight: Oversee check-ins, housekeeping, maintenance, and common areas. Execute proactive preventative maintenance schedules to minimize downtime.
Team Development: Mentoring, leading, and evaluating staff to enhance service delivery, accountability, and problem-solving skills.
Stakeholder Management: Build strong relationships with building managers, contractors, and local partners.
Decentralization: Embed an "Owner-Operator" mindset and decentralized decision-making across on-site teams.
Reporting & Deliverables
Monthly Property Report: Detail operational compliance, financial metrics, guest satisfaction, staff productivity, and Kaizen-driven improvement plans.
Quarterly Operational Review: Assess overall property performance, achievements, risks, and forward-looking strategic adjustments.
Kaizen Trello Board: Maintain an active board showcasing short- and long-term guest and owner experience projects.
Key Performance Indicators (KPIs)
Free Cash Flow: Meet or exceed targets outlined in the 1-Year Financial Business Plan via revenue optimization and strict cost control.
Guest Satisfaction Targets
Booking.com: ≥ 8.8
Airbnb: ≥ 4.85
Google: ≥ 4.8
Owner Retention: Maintain a ≥ 95% annual owner retention rate (excluding long-term/owner conversions).
Strategic Growth Execution: Successfully implement Kaizen philosophy, operational SOPs, an Owner-Operator mentality, and decentralized leadership.
Core Leadership Principles
Customer-Centricity & Accountability: Prioritize guest and owner satisfaction; honor all commitments.
Strategic Ownership & Bias for Action: Approach challenges like an owner and make swift, thoughtful decisions.
Resourcefulness & Kaizen: Maximize asset value and continually innovate processes.
Leadership by Example & Autonomy: Mentor teams, encourage trust, and empower independent decision-making.