General Manager

General Manager

At Placemakr, home meets hospitality. We've combined the best of apartment living, vacation rentals, and hotel stays into one experience. We partner with developers, property operators, and investors to curate a collection of apartment-like spaces in hand-picked neighborhoods. Our tech-enabled buildings create one-of-a-kind guest experiences and add tremendous value to the underlying real estate. Whether guests are with us for a night, a year, or somewhere in between, these are more than just spaces to spend the night — they're a place to call home.

Our property team members help our buildings thrive by focusing on execution and ensuring a great experience for both residents and guests. Our non-property team members support property execution and the evolution of other areas within our platform. They can enjoy remote-first work with the freedom to choose their location — as long as they have access to a workspace and reliable Wi-Fi. We believe collaboration is key, so our remote-first teams and property leaders have biannual in-person get-togethers at various locations across the US.

From corporate non-property team members to our property teams and leaders, we're looking for collaborative, driven individuals to join us as we continue to expand our presence. The impact you'll have At Placemakr, our obsession with exceptional service isn't the only thing that sets us apart – it's our people! As General Manager, your mission is to challenge, motivate, engage and lead your team to drive operational and budgetary excellence across your Placemakr property, using your foundational leadership skills and operationally savvy mindset.

Around here, things move fast, and no two days look the same (which is how we like it!). You'll dive right in with providing hands-on support when escalated issues occur while instilling accountability, ownership and innovation in every member of your team. Through Manager on Duty shifts and scheduling yourself as flexibly as our operating model, you'll impactfully lead our teams, engage with our ownership groups and shake up the status quo (because "that's how it's always been done" simply isn't in our vocabulary). If you're curious, resilient and creative in your solutions - while still appreciating a trusted process or two – your success as a General Manager won't be far behind.

Reporting directly to your applicable Area Manager, you will utilize a can-do and results-oriented approach to ensuring consistent day-to-day operations, strong financial performance and an unmatched experience for everyone on your property so we can deliver big on our commitments. In this role, you'll need to demonstrate exceptional communication skills, providing clarity and building trust across your team and partners, and excel in implementing programs and processes that keep us continuously improving. The General Manager must be fueled by motivating and leading people, championing Placemakr's Community Norms and embodying accountability to drive a culture of top performance, world-class service and operational and financial excellence. This position requires open availability for flexible scheduling, including evenings, overnights, weekends and holidays, on a rotational basis and as the needs of the business call for it.

What You'll Do

• Lead with relentless curiosity and self-starting drive - recognize trends fast, adapt faster and demonstrate mastery of all aspects of your building (from people and service to operations and financials, you should be a pro!)
• Consistently provide an exceptional experience to anyone you interact with, so our teams, guests, residents and partners walk away thinking "I have to tell my network about this place!". Be the trusted friend, local insider and subject-matter-expert all rolled into one
• Set the bar for a safe, secure and compliant environment for all by adhering to and driving accountability for established policies and procedures. We like to challenge the status quo, but we don't play fast and loose with safety, service and operational standards.
• Follow a schedule that's as flexible as our business model - working days, evenings, overnight and weekends to understand the nuance of our business, observe the team and drive consistency. Not all weeks will look the same, and that's the point.
• Embody leadership in action, not by managing a checklist, but by motivating, developing, engaging, challenging and driving accountability for your team in real time. Proactively succession plan and identify gaps in talent across your team – then, solve for those gaps!
• In partnership with Area and non-property leadership, train, re-train and (when needed) re-invent how we do things across people, operational and financial expectations. Use processes and guidance when they work, suggest them when they don't exist and always push for consistency when a trusted partner believes in something.
• Own the success of company-wide or property-specific people-related initiatives that support hiring, engagement, retention and development of all members of your property team.
• Collaborate with your Talent Acquisition partners to support consistent hiring practices while getting scrappy with finding top talent through local connections or boots-on-the-ground recruiting tactics.
• Own it all - Front of House, Back of House and administrative/budgetary functions - through observing and developing your leaders and team and using your resources wisely. Experiment, implement and execute initiatives to drive improvement.
• Partner with Area Leaders and non-property teams to execute on our processes - the ones that exist today and the ones that will exist in the future - to push your property to consistently exceed service, operational and financial standards that other brands can't compete with.
• Provide hands-on assistance where and when needed across the entire property team, offering support through strategic thinking, creativity or simply a fresh set of eyes.
• Build and develop strong partnerships across non-property teams by sharing market insights, trends and opportunities that help shape smarter sales, revenue and marketing strategies
• Drive NOI and overall financial success of your property through owning your property budget, implementing budgetary initiatives and following FAA, Owner Relations or other team-specific SOPs and standards set forth. Deeply understand the levers that dictate overall financial success and how to move them.
• Additional duties and responsibilities, as assigned. At Placemakr, this phrase isn't a catch-all, it's the way we work

What It Takes

• A bachelor's degree, preferably in management, business administration, communications, hospitality or a related field; or commensurate experience in lieu of a formal degree
• 3+ years' experience in a leadership role within retail, food & beverage, hospitality or similar environment, where adaptability isn't optional and customer service is at the heart of the operation
• A minimum of 1+ years' experience of successful multi-department leadership; retail, food & beverage or hospitality-focused experience strongly preferred
• Scheduling flexibility that matches our operating model (i.e., you are willing, able and understand the importance of working evenings, overnight and weekend shifts on an ongoing and consistent basis)
• A naturally curious, can't-sit-still kind of leader who thrives on change (including rolling out processes and initiatives), tackles challenges head-on and hands-on, and doesn't shy away from a tough conversation
• Strong judgement and problem-solving skills, allowing you to navigate problems thoughtfully, escalate appropriately, and turn ideas into impact
• Experience executing team member relationship and performance issues and implementing engagement or retention initiatives across various levels of field-based team members. You've successfully developed high-performing teams that are ready for future growth through crystal-clear expectations, feedback and driving accountability
• Exceptional verbal and written communication skills and the ability to deliver a message clearly and professionally. You can rally a team, influence our stakeholders and collaborate like a professional, no matter who is in the room
• A demonstrated track record operational and financial success – you know how to connect the dots between great service, driving team performance, effective decision-making and strong numbers
• A world-class motivator who excels in change management – you don't just talk about what's happening, you explain the why and inspire others in the middle of the storm
• Proven track record with scheduling, training and developing non-exempt and department leadership team members to maintain exceptional service levels and uphold company standards
• A solutions-oriented individual who can remain resilient and manage competing priorities, time and resources proactively in a fast-paced, ever-changing environment
• You lead by example and embody the core values of Placemakr. You Own It. You Make It Better. You Treat People Right.
• General Managers will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for our General Managers and an exceptional guest experience.