General Manager

Heirloom exists to connect people to places and to each other. We design, build, and operate beautiful spaces that redefine what it feels like to travel as a group. With roots in New Orleans and a growing presence in more than a dozen destinations nationwide, Heirloom blends the warmth of hospitality with the power of technology to create unforgettable group travel experiences. Our focus on providing world-class accommodations in premier destinations, combined with a data-driven and tech-enabled operational strategy, has allowed Heirloom to carve out a distinctive position within the luxury short-term rental and property management space.

Position Overview

The General of Operations oversees the day-to-day operations of Heirloom's Gulf Coast markets with direct oversight over property management, Guest Concierge, housekeeping, and maintenance in these geographies. This position will be based in New Orleans, LA and will provide remote management support to other assigned market(s).


The General Manager of Operations will:

• Manage company infrastructure: office, warehouse, company vehicle(s), equipment, etc.
• Serve as the primary point of contact for key contractor relationships: Housekeeping, construction, vendors like HVAC, landscaping, pest control, etc.

• Be evaluated using the following metrics:
• • Guest Satisfaction and cleaning reviews (based on weekly review report)
  • Team Growth/Personnel: retention, billable utilization
  • Property score card: visual inspection of properties - does this meet our internal standards, in addition to guest feedback
  • Vendor Management (housekeeping, repair, maintenance, etc.)
  • Cost Management at the property and team level
  • Consumable supply spend
  • Ticketing data metrics: issue resolution timeline

Essential Functions

• Maintain high cleaning and maintenance standards and create plans to keep the properties in excellent shape
• Ensure guest issues are handled with care, regardless of the time they occur
• Team growth and management:
• • Schedule, performance, and HR relationship management for market employees
  • Team member onboarding and training in all assigned markets
  • Liaison between local team and corporate management
  • Responsible for billable outcomes in the covered markets
• Designated point of contact for external stakeholders: management clients, neighborhood management, master lease landlords, external vendors.
• Manage market contracts, vendors, and overall cost: housekeeping, landscaping, pool/hot tub, HVAC, pest control
• Responsible for day-to-day administration of all management company infrastructure: storage spaces, vehicles, loaned equipment, etc
• Monthly closing responsibilities:
• • Answer any questions about OPEX expenses in their market
  • Initial review of billable hours and expenses
• Expense approval and management for the designated market(s): consumable supplies, repairs, and client approval
• Property and amenity onboarding and termination within the market(s)
• Administrative oversight of capital improvement projects

Requisites

• 3-5+ years of hospitality operations experience, with fluency in facility operation and management, strong preference for someone who has managed operations for a short term rental business across multiple large markets.
• Experience leading and building hospitality teams rooted in excellence
• Experience in vendor sourcing, negotiation, and management
• Exemplary planning, Multi-tasking, and time-management skills
• Organized and process oriented
• Entrepreneurial spirit, previous experience working in startups is a plus
• Exceptional verbal and written communicator
• Proactive approach to problem solving (critical thinker), resourceful
• Lives in New Orleans, LA or within 30 mins driving distance with access to reliable personal transportation
• Quarterly travel to any territories within your scope
• Valid driver's license, upstanding driving record

Schedule & Compensation

• Full-time position based in our New Orleans, LA market.
• This is a full time on site position. While there will be occasional opportunities to work remotely, the expectation is that the GM is physically present to operate the market. This position is physically engaging (walking through properties frequently) and requires driving between properties throughout the workday.
• This is a salaried position with benefits (PTO, 401k, health insurance, paid sick time, preferential program for employees to stay at Heirloom homes, etc)
• In addition to salaried compensation and benefits, the General Manager is also eligible for performance based bonus pay.
• It is important to note that Heirloom operates 24/7/365. While you are not expected to be available at all times, the GM is responsible for ensuring there is appropriate management coverage available to the department and should expect to be contacted from time-to-time for issues, escalations, and support outside of regular business hours, which can include weekends, evenings, and holidays. This is part of the reality of working at a hospitality business.