General ManagerSunrise Senior Living • Bethesda, MD, United States

General Manager

Sunrise Senior Living • Bethesda, MD, United States

30+ days ago

Job type

Full-time

Job description

JOB OVERVIEW

The General Manager is responsible for overall leadership, management, and success of their community with 250+ units. These responsibilities include but are not limited to financial management, hiring, supervising, training, team member relations and recognition, communication, family services, resident well-being, quality assurance, and regulatory compliance. Additionally, a key component of this position is the ownership of the Sales and Marketing process to ensure maximization of revenue and our market position. At Sunrise, we pride ourselves as pioneers of the senior living industry in setting standards of excellence; we strive to provide care & services to seniors better than anyone. The General Manager is expected to create, in alignment with our mission and values, a positive atmosphere in the community for residents, family and friends, and all team members.

RESPONSIBILITIES & QUALIFICATIONS

Job Description

Essential Duties

As a part of the Sunrise team, supporting our Mission, Principles of Service and Core Values is a fundamental part of this job. Our foundational belief is the sacred value of human life. The unique responsibilities for this role include but are not limited to the essential functions listed as follows :

Inspiring Others

Motivate individuals toward higher levels of performance that are aligned with the organization’s vision and values.
Communicate a clear, customer focused vision, based upon a Resident Centered Model of care.
Model a strong belief in mission, vision, and purpose.
Articulate clearly, in words and behavior, the Sunrise Shared Values, Principles of Service, the Sunrise Team Credo and the Leaders Serve Hallmarks.

Guiding Team Success

Build, motivate, and guide a cohesive team using appropriate methods and a flexible interpersonal style, to complete team goals.

Provide clear direction and structure for the team in order to support their success.

Manage effectively the talent selection process by utilizing Sunrise best practices and resources.

Embrace workforce diversity.

Establish stretch but realistic team goals and motivate the team to work together to achieve them.

Share important and relevant information with the team.

Ensure consistent and timely orientation and ongoing training is delivered to team members.

Focus on building team engagement by providing team building opportunities, addressing team member concerns, and guiding the team in conflict resolution.

Promote the Employee Assistance Program (EAP) as a resource for team members.

Research and resolve Hotline Call Reports timely and effectively.

Coaching and Developing Others

Provide feedback, instruction, and development guidance to help others excel in their current or future job responsibilities and plan and support the development of individual skills and abilities.

Convey performance expectations and provide timely feedback to ensure performance standards are met.

Hold effective 1 : 1 meetings with direct reports.

Provide feedback and counsel on a continuous basis.

Support team members’ career growth by having regular development-focused conversations.

Utilize and promote Sunrise’s development programs as appropriate to prepare high-potential team members for future roles.

Build a qualified, internal pipeline for community roles and strive to promote internal team members to key leadership positions.

Maintain compliance in assigned required training as applicable to this role to ensure that Sunrise standards are always met.

Creating a Culture of Trust

Foster a work environment that encourages people to act with integrity and treat each other and their ideas with respect, create and protect a high-trust environment by setting an example, advocate for others in the face of challenges, remove barriers to trust, and reward others for demonstrating behaviors that cultivate trust.

Demonstrate personal integrity and set an example by being honest, keeping commitments and behaving consistently.

Establish and sustain trusting relationships by accurately perceiving and interpreting own and others' emotions.

Listen and respond with empathy.

Treat people with dignity, respect, and fairness.

Create an environment that results in team members sharing positive feedback related to trust on annual engagement surveys.

Encourage disclosure and facilitate an open exchange of ideas.

Advocate for both team members and residents.

Provide frequent and consistent communication with team, residents, and the community.

Leading Change

Drive organizational and cultural changes needed to achieve strategic objectives, catalyze new approaches to improve results by transforming organizational culture, systems, or products / services, and help others overcome resistance to change.

Identify change opportunities that lead to improved customer service, efficiencies, cost reduction, and team member engagement.

Create momentum by explaining the purpose of change, taking action, and encouraging others to take action to improve organizational culture, processes, or products / services.

Facilitate transition for team members by helping them overcome resistance, seeking their ideas and feedback, and demonstrating sensitivity to concerns.

Customer Focus

Ensure that the internal or external customer’s perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities, craft and implement service practices that meet customers’ and own organization’s needs and promote and operationalize customer service as a value.

Achieve outstanding customer engagement and team member engagement survey results, realizing that this is key to achieving customer engagement.

Lead the development and regular review of the engagement improvement plan.

Resolve customer concerns effectively through consistent use of the problem resolution program.

Hold consistent, effective Resident Council meetings.

Achieve customer referrals on a regular, recurring basis and strive to be above the company average.

Ensure that the leadership team interacts with residents.

Maintain a commitment to say “YES” and the courage to say “NO” only when absolutely needed.

Strive for minimal loss of residents to competitors, with a declining trend that is below company average.

Quality Assurance and Regulatory Compliance

Strive for excellent quality care and service delivery and institute and ensure corrective action in a timely manner.

Review customer and secret shopper surveys and act accordingly by instituting appropriate corrective actions in a timely manner.

Develop a thorough working knowledge of state / province regulations, policies and procedures dictated for residents and ensures compliance.

Act as the Community Privacy Representative.

Ensure all resident administrative files are well maintained, current and in compliance with state / province Regulations.

Follow up on issues identified in the regional team site visit report.

Follow up on mock survey process.

Ensure community is in compliance with national / provincial regulations pertaining to occupational health and safety requirements.

Provide leadership and promotion of the Sunrise Safety and Risk Management policies.

Review all incident reports and ensure corrective actions are in place in a timely manner.

Practice safety procedures at all times including Personal Protective Equipment (PPE), fire extinguishers, Safety Data Sheets (SDS) and Lockout Tagout procedures.

Family Services

Maintain monthly proactive communication with resident’s family members or responsible parties via calls, care plan meetings, letters from the Executive Director, etc.

Oversee the planning of an in-house family event monthly.

Encourage family involvement via Volunteer Programs.

Make self available to residents and their families.

Ensure implementation and maintenance of a family support program.

Ensure Family Service Meetings are happening regularly according to Sunrise policy.

Ensure Sunrise Wellness and Resident Care systems are implemented and followed.

Business Development and Top Line Growth

Demonstrate the ability to identify and build relationships within the local area that drives business into the community, as well as effectively price the product, thereby maximizing top-line revenue growth and achieving appropriate market position.

Spend one hour weekly with the Director of Sales (DOS), coaching as the DOS makes database contact calls.

Ensure that the DOS is using selling skills terminology in lead management and customer relations database and achieving benchmark sales effectiveness metrics, new leads, IPP’s / SPP’s and sales.

Spend five minutes per day, performing post call reviews of DOS’s in-person presentations.

Hold DOS accountable for the community’s daily contact goal.

Ensure the community has an effective external business development strategy in place, with clear accountabilities assigned and is able to articulate results and adjust plan accordingly to maximize referral leads and move-ins.

Hold DOS and other community leaders accountable for a predetermined number of quality visits and establish appropriate referral sources, resulting in move-ins from referrals approaching company best practice standards.

Driving for Results

Set high goals for personal and group accomplishment, use measurement methods to monitor progress toward goals and work tenaciously to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement.

Meet NOI expectations.

Meet occupancy expectations.

Manage the P&L.

Achieve and execute consistent labor / labour schedules seven days a week.

Achieve great resident retention through a focus on service.

Participate in local business councils.

Instill in team members a “whole community approach”.

Drive ownership to the department leaders.

Business Acumen

Use one’s knowledge of economic, financial, market, and industry trends to understand and improve individual, work group, and / or organizational results and use one’s understanding of major business functions, industry trends, and own organization’s position to contribute to effective business strategies and / or tactics.

Meet the financial targets with the goal to maximize the capital partners return.

Think abstractly and make things work when there is no absolute instruction and is able to adapt to business needs.

Possess functional knowledge of all operating programs including memory care, clinical, dining, and social programs.

Make accurate forecasts.

Overcome competitive obstacles.

Understands market dynamics :

What is our niche?

What do we do better or worse than our competition?

New service opportunities.

Demographics – culture, income, ethnicity, size.

Labor / labour availability – overcome obstacles.

Financial Management

Strive to improve profitability year over year in line with owner expectations.

Prepare and adhere to the community budget.

Ensure budgeted revenue is achieved or exceeded by maximizing occupancy and room rate.

Review monthly financial statements and implement plans of action for deficiencies.

Utilize revenue management tools to effectively manage pricing to benchmarks including service level and other program margins and utilization.

Manage collections process effectively.

Manage variable and other productive labor to benchmarks, adjusting timely to occupancy and service level changes.

Manage key, non-labor / labour operating costs in line with budgeted levels.

Process and submit monthly expenses and budget data timely per Sunrise policies and internal business controls.

Operational Decision Making

Secure and compare information from multiple sources to identify business issues and commit to an action after weighing alternative solutions against important decision criteria.

Comply with all regulations and principles.

Think past today (proactive).

Learn from bad decisions.

Encourage and reward for prudent risk taking.

Maintain compliance in assigned required training and all training required by state / province or other regulating authorities as applicable to this role to ensure that Sunrise standards are always met.

Perform other duties as assigned.

Core Competencies

Demonstration of success in managing operating expenses

Ability to handle multiple priorities effectively

Ability to delegate assignments to the appropriate individuals

Excellent written and verbal skills for effective communication and the ability to facilitate small group presentations

Proficient in organizational and time management skills

Demonstrates good judgment and problem solving and decision-making skills

Experience and Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed throughout this job description are representative of the knowledge, skills, and abilities required.

College degree preferred; degree and management experience may be required per state / provincial requirements.

Administrator’s License / certification may be required per state / provincial requirements

Prior General Manager / Administrator experience focused on growing both top and bottom lines; required length determined by type of community

Previous management experience including hiring, coaching, performance management, daily operations supervision, and leading a team through change

Previous sales experience preferred, including building customer relationships, and resolving customer concerns.

Passion for working with seniors

Demonstration of proficiency in computer skills, Microsoft Office & Sunrise applications with the ability to learn new applications

As applicable, all Sunrise team members who drive a Sunrise vehicle must review and sign the Driver job description and understand the key essential duties for safety

Ability to work weekends, evenings, and flexible hours, available for our customers at peak service delivery days and times

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