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General Manager

2 months ago

Silver Spring, United States Sunrise Senior Living Full time
Overview

 

The General Manager is responsible for overall leadership, management, and success of their community. 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 Executive Director 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
 

Responsibilities

 

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 below:

 

Inspiring Others:

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

Guiding Team Success:

  • Using appropriate methods and a flexible interpersonal style, builds, motivates, and guides a cohesive team to complete team goals.
  • Provides clear direction and structure for the team in order to support their success.
  • Effectively manages the talent selection process by utilizing Sunrise best practices and resources.
  • Embraces workforce diversity.
  • Establishes stretch but realistic team goals and motivates the team to work together to achieve them.
  • Shares important and relevant information with the team.
  • Ensures consistent and timely orientation and ongoing training is delivered to team members.
  • Focuses on building team engagement by providing team building opportunities, addressing team member concerns, and guiding the team in conflict resolution.
  • Promotes the Employee Assistance Program (EAP) as a resource for team members.
  • Researches and resolves Hotline Call Reports timely and effectively.

Coaching and Developing Others:

  • Provides feedback, instruction, and development guidance to help others excel in their current or future job responsibilities and plans and supports the development of individual skills and abilities.
  • Conveys performance expectations and provides timely feedback to ensure performance standards are met.
  • Holds effective 1:1 meetings with direct reports.
  • Provides feedback and counsels on a continuous basis.
  • Supports team members’ career growth by having regular development-focused conversations.
  • Utilizes and promotes Sunrise’s development programs as appropriate to prepare high-potential team members for future roles.
  • Actively builds a qualified, internal pipeline for community roles and strives to promote internal team members to key leadership positions.
  • Maintains compliance in assigned required training as applicable to this role to ensure that Sunrise standards are always met.

Creating a Culture of Trust:

  • Fosters a work environment that encourages people to act with integrity and treat each other and their ideas with respect, creates and protects a high-trust environment by setting an example, advocates for others in the face of challenges, removes barriers to trust, and rewards others for demonstrating behaviors that cultivate trust.
  • Demonstrates personal integrity and sets an example by being honest, keeping commitments and behaving consistently.
  • Establishes and sustains trusting relationships by accurately perceiving and interpreting own and others' emotions.
  • Listens and responds with empathy.
  • Treats people with dignity, respect, and fairness.
  • Creates an environment that results in team members sharing positive feedback related to trust on annual engagement surveys.
  • Encourages disclosure and facilitates an open exchange of ideas.
  • Advocates for both team members and residents.
  • Provides frequent and consistent communication with team, residents, and the community.

Leading Change:

  • Drives organizational and cultural changes needed to achieve strategic objectives, catalyzes new approaches to improve results by transforming organizational culture, systems, or products/services, and helps others overcome resistance to change.
  • Identifies change opportunities that lead to improved customer service, efficiencies, cost reduction, and team member engagement.
  • Creates momentum by explaining the purpose of change, taking action, and encouraging others to take action to improve organizational culture, processes, or products/services.
  • Facilitates transition for team members by helping them overcome resistance, seeking their ideas and feedback, and demonstrating sensitivity to concerns.

Customer Focus:

  • Ensures that the internal or external customer’s perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities, crafts and implements service practices that meet customers’ and own organization’s needs and promotes and operationalizes customer service as a value.
  • Achieves outstanding customer engagement and team member engagement survey results, realizing that this is key to achieving customer engagement.
  • Leads the development and regular review of the engagement improvement plan.
  • Effectively resolves customer concerns through consistent use of the problem resolution program.
  • Holds consistent, effective Resident Council meetings.
  • Achieves customer referrals on a regular, recurring basis and strives to be above the company average.
  • Ensures that the leadership team interacts with residents.
  • Maintains a commitment to say “YES” and the courage to say “NO” only when absolutely needed.
  • Strives for minimal loss of residents to competitors, with a declining trend that is below company average.

Quality Assurance and Regulatory Compliance:

  • Strives for excellent quality care and service delivery and institutes and ensures corrective action in a timely manner.
  • Reviews customer and secret shopper surveys and acts accordingly by instituting appropriate corrective actions in a timely manner.
  • Develops a thorough working knowledge of state regulations, policies and procedures dictated for residents and ensures compliance.
  • Acts as the Community Privacy Representative.
  • Ensures all resident administrative files are well maintained, current and in compliance with state Regulations.
  • Follows up on issues identified in the regional team site visit report.
  • Follows up on mock survey process.
  • Ensures community is in compliance with OSHA requirements.
  • Provides leadership and promotion of the Sunrise Safety and Risk Management policies.
  • Reviews all incident reports and ensures corrective actions are in place in a timely manner.
  • Practices safety procedures at all times including Personal Protective Equipment (PPE), fire extinguishers, Safety Data Sheets (SDS) and Lockout Tagout procedures.

Family Services:

  • Maintains monthly proactive communication with resident’s family members or responsible parties via calls, care plan meetings, letters from the Executive Director, etc.
  • Oversees the planning of an in-house family event monthly.
  • Encourages family involvement via Volunteer Programs.
  • Makes self available to residents and their families.
  • Ensures implementation and maintenance of a family support program.
  • Ensures Family Service Meetings are happening regularly according to Sunrise policy.
  • Ensures Sunrise Wellness and Resident Care systems are implemented and followed.

Business Development and Top Line Growth:

  • Demonstrates 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.
  • Spends one hour weekly with the Director of Sales (DOS), coaching as the DOS makes database contact calls.
  • Ensures 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.
  • Spends five minutes per day, performing post call reviews of DOS’s in-person presentations.
  • Holds DOS accountable for the community’s daily contact goal.
  • Ensures 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.
  • Holds DOS and other community leaders accountable for a predetermined number of quality visits and establishes appropriate referral sources, resulting in move-ins from referrals approaching company best practice standards.

Driving for Results:

  • Sets high goals for personal and group accomplishment, uses measurement methods to monitor progress toward goals and works tenaciously to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement.
  • Meets NOI expectations.
  • Meets occupancy expectations.
  • Manages the P&L.
  • Achieves and executes consistent labor schedules seven days a week.
  • Achieves great resident retention through a focus on service.
  • Actively participates in local business councils.
  • Instills in team members a “whole community approach”.
  • Drives ownership to the department leaders.

Business Acumen:

  • Uses one’s knowledge of economic, financial, market, and industry trends to understand and improve individual, work group, and/or organizational results and uses one’s understanding of major business functions, industry trends, and own organization’s position to contribute to effective business strategies and/or tactics.
  • Meets the financial targets with the goal to maximize the capital partners return.
  • Thinks abstractly and makes things work when there is no absolute instruction and is able to adapt to business needs.
  • Possesses functional knowledge of all operating programs including memory care, clinical, dining, and social programs.
  • Makes accurate forecasts.
  • Overcomes 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 availability – overcome obstacles.

Financial Management:

  • Strives to improve profitability year over year in line with owner expectations.
  • Prepares and adheres to the community budget.
  • Ensures budgeted revenue is achieved or exceeded by maximizing occupancy and room rate.
  • Reviews monthly financial statements and implements plans of action for deficiencies.
  • Utilizes revenue management tools to effectively manage pricing to benchmarks including service level and other program margins and utilization.
  • Effectively manages collections process.
  • Manages variable and other productive labor to benchmarks, adjusting timely to occupancy and service level changes.
  • Manages key, non-labor operating costs in line with budgeted levels.
  • Processes and submits monthly expenses and budget data timely per Sunrise policies and internal business controls.

Operational Decision Making:

  • Secures and compares information from multiple sources to identify business issues and commits to an action after weighing alternative solutions against important decision criteria.
  • Complies with all regulations and principles.
  • Thinks past today (proactive).
  • Learns from bad decisions.
  • Encourages and rewards for prudent risk taking.

 

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 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.
  • 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.

#LI-MF1


Qualifications

Sunrise Senior Living has championed quality of life in senior care for more than 30 years. We believe team members are our greatest resource and are looking for people who share our commitment to provide quality care for seniors and their families. It's no surprise that many of the world's leading experts in Senior Living entrust their career to Sunrise.

 

At Sunrise, you will…

 

Make a Difference Every Day

We are passionate about our mission — to champion quality of life for all seniors. We deliver high-quality care with a personal touch and encourage our residents to enjoy life to the fullest.

 

Be Part of a Uniquely Supportive Community

The care-focused environment we create for residents extends to our team members. We offer programs, rewards, and benefits to help you live your best.

 

Ignite Your Potential

We believe potential has no limits. We offer best-in-class leadership development programs designed to grow our leaders. We are committed to helping our team members achieve their career goals.

 

Apply today to learn why Sunrise Senior Living is a certified Great Place to Work®