Assistant General Manager (55+ Lifestyle Community)

Description

Turn on your Island Charm... Latitude Margaritaville Hilton Head is looking for a Assistant General Manager to join our team!

Purpose:

The Latitude Margaritaville Assistant General Manager (AGM) is responsible for supporting the Community General Manager (GM) in leadership, mentoring and the accountability of property leaders and associates while delivering The Latitude Margaritaville Lifestyle to the residents. The Latitude Margaritaville Lifestyle encompasses high quality food and beverage service, live music, complex amenities, large events, fitness, theater, wood shop, pottery, sports and much more. The AGM is responsible for ensuring that the residents are extremely happy with their experiences by leading their team to deliver excellent customer service, keeping the appearance of all areas in pristine condition, being available to residents' concerns and ensuring that the operation runs efficiently. The AGM will have effective communication between departments, which is a must to operate a large resort style campus and Latitude Lifestyle events in the Town Center.

The ideal candidate routinely exercises good judgment, has great interpersonal and leadership skills and is an excellent communicator. This person must possess exceptional problem-solving skills, be a strategic thinker and lead with positive accountability. As the face of the high visibility areas such as the Town Square, Latitude Bar & Chill, Workin' N' Playin' Center, Fins Up! Fitness Center, Paradise Pool, and the Last Mango Theater among other areas, this individual must maintain positivity and diplomacy in a fast-paced environment with direct and indirect resident communication. The Assistant General Manager is responsible to support the GM in all aspects of the day-to-day management of the community.

The AGM is a hands-on leader who works in compliance with FirstService Residential and Latitude Margaritaville standards while authentically delivering the Latitude Margaritaville Lifestyle.

Key Responsibilities and Accountabilities:

Leadership

• Daily planning, management, & oversight of the property in alignment with the GM.
• Be the on-site FirstService Team Leader reporting to the Vice President of the management company.
• Be aligned with the GM in all areas of communication with above property support, Regional F&B/HOA Directors, and developer senior leadership.
• Keep current with industry concepts, practices, and procedures that fully align with the Latitude Margaritaville Brand.
• Actively contributes to the lifestyle, brand culture, and resident experience by driving a positive team atmosphere in the workplace and remaining professional under all circumstances.
• Oversee facility operation of the Amenities including the Bar & Chill, Association offices, sports courts, game lawn, dog park, fitness center, theater, Workin' Playin' Center and the management team that supports these facilities.
• Review Resident Feedback via Eliant scoring, social media, and the Coyle Experience -and in conjunction with the GM, formulate feedback to the team and implement improvements based on the feedback.
• Review employee feedback through Margaritaville Employee Survey and create action plans for improvement.
• Possess strong interpersonal skills and be able to interact and communicate successfully with the residents and team.
• Demonstrate the ability to apply principles of logical thinking to define problems, collect pertinent data, establish facts, draw valid conclusions, and initiate appropriate course of action.
• Assures a high standard of community appearance, hospitality, and service in personnel and cleanliness of all areas.
• Responsible for onboarding programming to include Brand Immersion, and training of all new team members.
• Work with department heads to control labor expenses without compromising quality or service in all departments.
• Maintain complete knowledge of all the community's governing documents, policies, and procedures and enforcement thereof.
• Ensuring Property First and Second calls are being held and effectively communicating information to the team.
• Conduct regular management meetings with key leaders and create action items to measure progress.
• Communicate with the GM regularly on department meetings and key action items progress tracking.
• Manage some key operational vendors.
• Participate in the Nudge App.

HOA/Amenity Association

• In alignment with the GM, partner with CAM/Area Manager to ensure the homeowners association (HOA) is operating efficiently and with the highest standards of customer service satisfaction.
• Be available to a Community Appearance Coordinator (CAC), Maintenance, and Fitness Leaders for escalation of resident needs to provide the highest standards of customer service and communication.
• Participating in Board Meetings and HOA/Amenity Annual Meetings as support for the CAM to ensure that the business of the Association is conducted in accordance with policies, the Association governing documents, and all applicable statutes.
• Assist Maintenance Manager in oversight of key operational vendors as needed.
• Minimize association liabilities by overseeing a well-documented safety program along with the training, & handling of emergency response situations involving staff, residents, and guests.

Lifestyle/Fitness

• Support Lifestyle/Fitness Managers with promotions, ideas, and resident driven F&B programming.
• Support execution of lifestyle and fitness events as needed.

Financial Management

• Participate in and fully understand budget creation and presentation for all departments in conjunction with the GM/Developer Area Manager/CAM/Department Heads/Accountant and championing fiscally responsible control cost initiatives throughout the year.
• Can fully understand and capably report in detail on fluctuations for all COS, Labor, and other related expenses.
• Understand financial goals, operate assets in the owners' best interest in accordance with the Associations governing documents and guidelines.
• Monitor site delivery of financial output - receipts, inventory, cash, invoices, purchases, and reports.

Human Resource Role

• Maintain complete knowledge of the properties policies and procedures and the enforcement thereof.
• Provide leadership and direction to the property employees in alignment and conjunction with the GM to ensure strict adherence to all applicable standard policies, procedures, and programs and guide/assist with handling complaints/challenges.
• Handling all HR matters in accordance with FirstService Standards.
• Implement development and succession plan for each leadership position.
• Monitor schedules to ensure adequate coverage of all areas, specifically during high volume, large events, and holidays.
• Check and ensure adherence to all Uniform Standards.
• Assist with hiring and disciplinary action with staff members.

Food & Beverage

• Maintaining a strong F&B program that reflects the Latitude Margaritaville Lifestyle and Brand Standards, including daily/weekly specials and promotions.
• Partner with Restaurant General Manager (RGM) and management to monitor F&B labor, COS, and general expenses.
• Maintains a high level of resident contact throughout service hours of restaurant.
• Comply with state and federal regulations regarding safe food handling, sanitation, and liquor, beer, and wine service.
• Assures a high standard of appearance, hospitality, and service in personnel and cleanliness of all areas.
• Monitors onboarding, Brand Immersion, and training of all new team members.
• Works with Leadership to control labor and expenses without compromising quality or service.
• Monitor site delivery of financial output - receipts, inventory, cash, invoices, purchases, and reports.

Supervises:

• The leadership and operations of: Bar & Chill, The Last Mango Theater, Lifestyle, Workin' N' Playin,' Town Square, Maintenance and Janitorial, Homeowner Association (HOA) and Community Association Manager, Security and Landscaping (CAC), Financial Report Team/Accountant.

Daily Operations and Resident Experience:

• Become a subject matter expert on all property & brand S.O.P.'s for the success of the operation and residents.
• In conjunction with the GM, create additional or missing SOPs needed to support the operation.
• Build strong, effective teams through ongoing supervision, training, coaching, counseling, and leadership.
• Create and maintain an "I Love My Job" environment that further enlivens the Margaritaville Latitude Lifestyle.
• Ensure proper response and handling of all community emergencies through training with staff, residents, buildings, etc. within company guidelines to minimize liabilities.
• Ensure compliance with all company, local, state, and federal safety rules.
• Comply with all ordinances and regulations per the location's jurisdictions.

Technical competencies:

Education:

• High school graduate
• Bachelor's degree preferred in Hospitality or Business Administration, or equivalent experience.
• Food and Alcohol Service License (Serve safe Manager or Responsible Vendors) preferred and/or obtained.

Experience:

• 3-5 Years Operations or Facilities Management experience to include Bar, Restaurant, Rooms/HOA/Club, and/or Banquet experience.
• Multidisciplinary management background; requirement in a minimum of 2 departments including F&B/Bar, Maintenance/Janitorial, HOA/Clubhouse, Rooms, or Guest Service.
• Community Association License Preferred or obtained in the 1 st year.

Skills, Knowledge, and Abilities:

• Strong leadership, organizational, and problem-solving skills; able to develop a highly functioning team and implement excellent service standards.
• Excellent communication skills (listening, verbal, and written)
• Exceptionally creative and engaging personality; championing the Latitude Margaritaville Brand & Lifestyle
• Event execution and social functions experience.
• Knowledge of menu concepts, as well as beer, wine, & spirits; creating on-brand menu items, specials on theme for events
• Must be willing to work nights, weekends & holidays, and have full flexibility to work around the needs of the community.
• Hands on approach and ability to assist with F&B team - taking orders, bussing tables, pouring drinks, etc.
• Collaborator but can work independently.
• Has fun!! FINS UP!

Compensation/Work Schedule:

• $100,000 - $105,000 annually plus bonus
• Open availability required

D ISCLAIMER: T h i s is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time.

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