San Francisco, CA USA
Full-Time - Assistant GM, Hospitality

Born out of a partnership between Atria Senior Living and Related Companies, Coterie is a new luxury brand that re-imagines what senior living can be.

From stunning architecture and thoughtful design to state-of-the-art fitness facilities and curated culinary offerings, every aspect of life at Coterie is meant to support the individual – and community – in reaching new heights. We elevate wellness and strive to anticipate every need to offer a life more inspired.

 

Coterie is an equal opportunity employer committed to providing equal employment opportunities without regard to race, color, religion, sex (including pregnancy), sexual orientation, age, national origin, disability, genetic information, veteran status, or any other classification protected by applicable law.  Coterie will not tolerate harassment or discrimination based on any of these protected classifications.

Responsibilities

As the Coterie Assistant General Manager, Hospitality (AGMH), 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 and other community leaders to execute on our ambitious vision. You oversee the Concierge, Resident Experience, Housekeeping, and Technology departments, hold your team to high service and efficiency standards, and care deeply about people- both employees and residents.

 

The Concierge department runs the front desk, as well as our transportation, valet, and security groups. Our Concierge is to the standard of a luxury hotel and fulfils a broad range of resident needs. The Resident Experience department manages all programming- the “fun” and community-building efforts in the community.   Housekeeping and Technology are also critical to resident experience.

 

Community Leadership

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

People Management

  • Responsible for interviewing, hiring, training, developing, and evaluating assigned staff.
  • Lead the concierge, housekeeping, maintenance, and technology teams, of approximately 30+ 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 excellent standard and is completed to resident satisfaction. Build resident experience through housekeeping department.
  • Oversee the Concierge Director and front desk, including “traveling concierge,” valet and security. 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 customer service experience.
  • Ensure technology concierge 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

  • 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.
Qualifications
  • Bachelor’s degree in Hotel Administration, Business Administration, or related field preferred.
  • Three (3) years as a Front Office Manager, Operations Manager, Assistant General Manager and/or Director of Sales in extended stay hotels preferred.
  • Experience in a supervisory capacity, including directing a department, training, coaching, and mentoring staff.
  • Basic First Aid and CPR certification where required.
  • Notary a plus.
  • Bilingual/multilingual language skills a plus.
  • Must successfully complete all Atria specified training programs.
  • Must have highly proficient computer skills and experience working with a CRM or other customer database software.
  • Must have or be willing to get a COVID-19 vaccine, subject to legal requirements.
Hiring Step 1
It’s Easy to Apply Online
Select the “Apply Now” button on the job that interests you. Plan on taking 5-10 minutes to complete the application and select “Submit” when done – you’ll receive a confirmation email shortly thereafter. Keep your login and password handy as you’ll need it throughout the hiring process.
Hiring Step 2
Application Review
Every application is given due consideration. If your experience and skills are aligned with the job requirements, we’ll contact you to schedule an interview.
Hiring Step 3
Interviews & Assessments
Your interview will be conducted by phone or in person with an Atria recruiter or hiring manager. This process may include additional interviews, reference checks and skill assessments.
Hiring Step 4
Offer Letter
If you are chosen for the position, an offer will be made by phone and email. The email will include a letter which you’ll sign electronically, return to us and can download for your records.
Hiring Step 5
Post-Offer Hiring Process
You’ll receive all needed forms, instructions and our contact information if you have any follow-up questions. This process may include a background check and/or a drug screen. COVID-19 vaccination is a requirement of all positions – proof of vaccination is required before you can start. We will evaluate potential accommodations for anyone seeking an exemption due to a medical condition or religious belief.
Hiring Step 6
Check-ins from your future team
As turnaround times vary for screening results, we’ll provide any needed updates and let you know what to expect for your first day on the job.
Hiring Step 7
First day and onboarding
Congratulations – we’re excited to have you join our team! Onboarding varies by position, but on your first day at Atria you’ll typically meet coworkers, take a workplace tour and begin any required training.
Job Details
Employment type: Full-Time
Job Category: Management
Location: San Francisco CA, USA
Req ID: 2021-158403

Benefits for Working at Coterie

Competitive Pay

Paid Holidays & PTO

Comprehensive Health Plans

Career Advancement Opportunities

Tuition Reimbursement

Employee Loyalty Rewards Program

Retirement Savings Plan with Employer Match

Rewards & Recognition

Learn more about the many ways Atria celebrates employee achievements and rewards outstanding performance.

Health & Safety

Whether providing protection from flu, COVID-19 or natural disasters, we make safety a priority for both residents and staff.

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