We are seeking an experienced and people-focused General Manager to lead the day-to-day operation of a large student residence in Cardiff. This is a senior, hands-on leadership role with full responsibility for the building, the on-site team, and the overall resident experience.
You will be accountable for creating a safe, welcoming and well-managed environment where students feel supported, while also driving commercial performance, occupancy, and profitability.
The Role
As General Manager, you will take ownership of operational excellence, financial performance, customer satisfaction, and team leadership. You'll balance the serious responsibilities of managing a complex building with fostering a vibrant, social community where students enjoy living and staff enjoy working.
Key Responsibilities
Business Development & Occupancy
- Maximise occupancy across academic and summer periods
- Support lettings activity including viewings, renewals, and sales enquiries
- Drive student retention through excellent service delivery
- Identify and support new revenue-generating opportunities
Customer Experience & Pastoral Care
- Deliver consistently high levels of customer service and resident satisfaction
- Build strong relationships with local universities and colleges
- Oversee student move-in and move-out processes
- Provide pastoral support, including mental health awareness and emergency response
- Manage disciplinary and judicial processes where required
Financial Management
- Full responsibility for budgets, P&L, forecasting, and cost control
- Ensure accurate billing, credit control, and cash handling
- Maintain profitability through strong financial controls and reporting
- Use property and finance management systems to monitor performance
Daily Operations
- Ensure smooth day-to-day running of the residence in line with policies and procedures
- Maintain accurate administrative records and reporting
- Ensure staff are fully trained and compliant with company standards
Health & Safety
- Overall responsibility for health and safety compliance
- Ensure statutory checks, fire safety, and emergency procedures are followed
- Support building safety initiatives and legislation compliance
Facilities, Maintenance & Presentation
- Oversee reactive and planned maintenance
- Manage cleaning operations to maintain high visual and hygiene standards
- Ensure the building meets all legislative and brand presentation requirements
Team Leadership
- Recruit, onboard, and develop a high-performing on-site team
- Provide coaching, performance management, and regular 1:1s
- Manage rotas, holidays, absence, and employee relations
- Foster strong team culture, engagement, and accountability
- Oversee resident-facing student staff where applicable
Reporting & Compliance
- Complete month-end and operational reports
- Ensure audit readiness and accurate record keeping
On-Call Responsibility
- Act as the main emergency contact outside normal working hours
- Attend site when required to manage incidents effectively
About You
You will be a confident, resilient, and commercially minded leader who thrives in a fast-paced, customer-facing environment.
Essential Skills & Attributes
- Strong leadership and people management capability
- Excellent organisation, prioritisation, and problem-solving skills
- Calm, professional, and adaptable under pressure
- Confident communicator with the ability to influence and engage
- Highly customer-focused with a proactive, can-do attitude
- Strong attention to detail and financial accuracy
- IT literate, with strong Microsoft Office skills
Experience Required
- Proven management experience in a customer-facing service environment
- Demonstrable team leadership experience
- Strong financial management experience (P&L, budgeting, forecasting, cost control)
- Sales, lettings, or business development experience is desirable