New York, NY 10018

Full-Time - Assistant General Manager

Responsibilities

As the Coterie Assistant General Manager, you are an influential and strategic business leader, and inspiring manager, focused on telling our brand story, delivering service through your team, creating culture, ensuring financial goals, and creating a wonderful life for the older adults in our community.

You work in close partnership with the General Manager (GM) and other community leaders to execute our ambitious vision. You oversee the Hospitality, Resident Engagement, Housekeeping, Business, Food & Beverage, Engineer, and Technology departments, hold your team to high service and efficiency standards, and care deeply about people- both employees and residents.

The Hospitality department runs the resident reception area, as well as our transportation operations. Our Hospitality is to the standard of a luxury hotel and fulfills a broad range of resident needs. The Resident Engagement department manages all programming- the “fun” and community-building efforts in the community. The Food & Beverage Team serves as the center of activity in the community, providing a fine-dining experience for our residents. The Business department supports the whole community through overseeing business financials, expenses, and revenues. Housekeeping, Engineer, and Technology are also critical to the resident engagement.

Community Leadership

• Serve as an ambassador of the community: connect closely with residents and families. Seek to always improve resident satisfaction.
• Work closely with GM to assess and develop operational goals based off weekly, daily, and quarterly business performance reviews.
• Support, guide, develop and implement policies, procedures, and systems to improve business operations, service, retention, and overall experience, as outlined by the GM.
• Participate, where possible, in supporting sales.

People Management

• Responsible for interviewing, hiring, training, developing, and evaluating assigned staff.
• Lead the hospitality, food & beverage, business, housekeeping, engineer, resident engagement, and technology teams, of approximately 60+ people.
• Establish and communicate clear procedures and standards. Thoughtfully lead change management, as new needs arise.
• Recruit, hire, and retain a great team. Full staffing is critical to providing our luxury product. Proactively bring on board the right people, train and manage them well, and hold them to a high standard. Give performance evaluations, resolve problems, and recommend discipline and/or termination when appropriate of staff members.
• Ensure good frontline scheduling.
• Ensure strong orientation and training programs for new and current staff members.

Hospitality Execution

• Build the highest quality of programming, including a robust social and fitness calendar, lectures and intellectual events, and trips. Must hold to Coterie standard in quality and execution and stay within budget.
• Ensure Housekeeping is performed to an excellent standard and is completed to resident satisfaction. Build resident engagement through housekeeping department.
• Oversee the Hospitality Director and resident reception area, including “traveling hospitality.” Ensure all resident requests are filled quickly, accurately, and with a high service standard. To do this, you must leverage task-management technology, so requests don’t fall through the cracks. Every interaction should strengthen the customer service experience.
• Ensure the hospitality technology supports residents and contributes to programming.
• Address all service shortfalls quickly and proactively. Use them as learning moments for the team, or to inspire better process.
• Attend all resident social events as a representative of the management team.

Other Duties

• Ensure the Business department accurately processes all resident billing including ancillary charges, supports lease signing, provides great customer service, and supports needs of employees.
• Participate in Resident Needs Reviews.
• Adhere to Atria Coterie policies for safety, creating an overall safe and inviting space for residents, guests, and staff by following local, government and regional compliance and abiding by legal regulations.
• Attend required training.
• May drive Company vehicle from community to social and other various destinations (only if required by community).
• Available to cover staffing when needed.

May perform other duties as needed and/or assigned.