General Manager

GM Royall Stays Job posting

Royall Stays

Reservations

• Guest credits/refunds final sign off
• • Cleaning mistakes, inconvenienced stays, etc
• Help develop/implement/consider evolving policies
• • Cancelations policies,
  • Helpdesk Articles/management
  • Both internal team & guest facing articles
• Double bookings
• • Overseeing the process: confirming fair/reasonable comps, knowing how the $$ moves/flows, ensures guest satisfaction
• Delicate guest situations
• • Will serve as the next layer for “upper-level management” requests by guests when dealing with an issue requested of anyone in the Reservations Dept.
• Notification center management/accountability
• • All mentions/comments per user are answered, support emails responded to in a timely manner, Airbnb alterations accepted/rejected within 24 hrs
• Steps in for extra shifts where needed/necessary when short-handed

Operations

• Actionable guest feedback -> David/Alex /Brooke Guest experience team
• • Serves as funnel for all guest feedback instances: helps dispatch/schedule/sign-off on “work-to-be-done” as a result of feedback
  • Responses/follow ups to guests with creditable guest feedback
• Newsletter publications
• • Once a month newsletters for homeowners, strategic guest campaigns
• Helpdesk Articles/management
• • Both internal team & Homeowner facing articles
• Onboarding/Offboarding
• • Pipeline - what’s in/what’s out, when does work need to actually be done to hit deadlines, official “start dates”
  • Scheduling - streamlining communication/completed work amongst team tasks, homeowners, city officials
  • Oversight - ensuring the work getting done is quality controlled
  • Listing creation - contract is signed -> creating PMS listing -> getting assigned cleaner with David -> onboarding process starts/scheduled -> assignee confirmed

• Inputs manager (team receipts uploaded, categorization is done, etc)
• Task management - this will be done in tandem with David
• • More higher level (we have X late tasks, need to be closer to Y by this date Z)
• Attends ALL team meetings each week (this will help tie everything together)
• • Kind of how David/ Alex / Brooke do this currently, but required of Reid each week to ensure everyone is on the same page about what’s going on company-wide
• Communications audit - this will be done in PMS messages, dialpad, hubspot
• • Quality/timely responses with Grade A customer service levels
  • Ensures night shift workers are held accountable
  • North Charlston team and Mt. PLeasant team on quarterbacking all communication main person to respond for the surrounding teams
• Steps in for extra shifts where needed/necessary when short-handed
• Office organization: ensuring it is neat/presentable for guests/homeowners
• 2-5 property audits per week (checks & balances for David/Alex) for overall quality control
• Upper Level management requests
• • Any/all requests made by upper management are received, completed & reviewed with David with acceptable deadlines

Laundry and Vendor Relations

Housekeeping/Vendors

• Oversee Laundry operations in Warehouse and make sure our SOP’s are in place.

• Management of ALL cleaners and trash route workers
• Pricing & assignment for new properties, rate reductions/increases where
• necessary
• Staffing amongst all teams can handle our work (both volume/quality)
• Overseeing of “cleaning mistakes” tasks and benchmarking cleaners improvements/performance based reviews
• Quarterly cleaning team meetings
• Cleaner appreciation
• Key control/ Copies for onboarding and managing keys for the office lock box

• Vendor relations
• • Pricing/bulk work negotiations
  • Oversee Program implementations: HVAC systems, power washing, etc
  • Accounts payable - ensuring invoices are in-line/spot checked/paid when ready for execution
  • Vendor appreciation

Operations

• Scheduling
• • Creating the bi-weekly schedule (scheduling further out if possible)
  • Receiving/implementing all time-off requests - shift fulfillments for these kinds, and holiday, of requests
  • Ensuring employees are hitting required weekly hour commitments
• Linens
• • Inventory management - what’s in the Wearhouse? What orders are currently pending? When are deliveries? streamlining this process
  • Property pars are upheld and properly maintained
  • Mitigating Linen “losses” to less than 5% of total annual spending
• Task management - this will be done in tandem with The AGM
• • More at a granular level (we have X late tasks TODAY at THIS property, this task is Y days old, here’s how we will get it done TODAY)
• Homeowner Relations
• • Ensuring Homeowner’s are happy with our service & overall quality of their homecare
  • Quality control standards are upheld: meetings with homeowners for upgrades/repairs/renovations that will help create value add
  • Updating David /homeowners on timelines of work to be completed
• Quality control/Royall Stays standards oversight
• • Overall property conditions, cleaning agreements are upheld/enforced where necessary, amenities distribution amongst all Royall Stays properties
• Van Responsibilities
• • Organization, who is using it, new employees added to insurance (with David), repairs/maintenance scheduled/handled
• Upper Level management requests
• • Any/all requests made by upper management are received, completed & reviewed with David/Alex with acceptable deadlines

Royall Stays is seeking a hands-on, driven General Manager to help lead our growing family-owned property management company. This role oversees guest experience, operations, housekeeping, vendors, team performance, and quality control while working closely with ownership to ensure our high standards are met. We’re looking for a leader who takes ownership, solves problems, holds teams accountable, and genuinely cares about our guests, homeowners, and employees.