TEAM MEMBER REQUIREMENTS
- Serve as a brand ambassador of AKA/Korman culture, values, and service philosophy with residents,
guests, owners, partners, and team members.
- Maintain a consistent leadership presence across all departments and team members.
- Uphold safety, security, privacy, and confidentiality standards, including the protection of personal and
financial information.
- Demonstrate knowledge of emergency response and safety procedures; promote a safe and healthy
work environment.
- Approach all interactions with a service-driven, solution-oriented mindset.
- Build strong relationships with ownership, partners, vendors, and internal teams.
- Prioritize time and resources effectively across multiple departments.
- Exhibit high personal accountability, initiative, and commitment to excellence.
- Lead with professionalism, integrity, and confidence.
- Demonstrate strong communication, coaching, conflict-resolution, and performance-management
skills.
- Flexibility to meet operational needs including nights, weekends, and holidays.
CORE RESPONSIBILITIES
LEADERSHIP AND CULTURE
- Set the vision, priorities, and operating rhythm for the property (daily leadership stand-ups, weekly
operations / leadership meetings, performance reviews, P&L reviews, strategy reviews).
- Recruit, develop, and retain top talent; build a succession pipeline for leadership team members.
- Model luxury service standards and a high-accountability, high-care leadership style.
- Establish clear goals and KPIs for each department; coach performance and address gaps quickly.
- Lead team member engagement initiatives, recognition, and communications that strengthen culture
and reduce turnover.
GUEST / RESIDENT EXPERIENCE AND SERVICE EXCELLENCE
- Ensure consistently elevated service delivery across the entire guest journey (pre-arrival, arrival, in-stay,
departure, post-stay).
- Implement service recovery standards; personally handle escalated issues and VIP/owner-level
concerns.
- Drive guest sentiment improvements (reviews, post stay surveys, complaint trends); translate insights
into action plans.
- Maintain impeccable presentation standards for “first impression” areas (arrival sequence, lobby,
elevators, corridors, amenities).
FINANCIAL PERFORMANCE AND ASSET MANAGEMENT
- Own the annual budget and monthly forecast; deliver results across revenue, expenses, and profitability.
- Drive performance against key metrics: Occupancy, ADR, RevPAR, Revenue, GOP, flow-through, labor
productivity, CPOR (as applicable), and cash flow.
- Conduct weekly financial reviews with department leaders; identify corrective actions and cost
containment opportunities.
Rev.07.02.2026
- Partner with ownership to align on investment priorities, ROI, and capital planning (capex, FF&E,
maintenance cycles).
- Ensure disciplined procurement, contract oversight, and vendor management.
COMMERCIAL STRATEGY (REVENUE, SALES, MARKETING, DISTRIBUTION)
- Partner with Revenue, Sales, and Marketing leaders to set and execute commercial strategy by segment.
- Ensure channel mix optimization (direct, OTA, corporate, group, wholesale), pricing integrity, and
demand capture.
- Drive local account development and market partnerships; maintain a strong sales culture on property.
- Ensure group/event strategy supports profitability (rate, spend, displacement, attrition discipline).
- Oversee brand and digital execution at property level (content, positioning, offers, reputation
management).
- Must be able to participate in, lead and oversee direct sales efforts to include hotel sales, apartment
leasing, club level memberships, and club level catering.
- Prepare weekly leasing and traffic reports as well as monthly financial analysis.
OPERATIONS OVERSIGHT (ROOMS, F&B, ENGINEERING, SECURITY, GUEST SERVICES)
- Maintain tight operational controls, SOP adherence, and consistent service delivery across all
departments.
- Ensure strong internal collaboration between Rooms, F&B, Engineering, and Commercial to optimize
guest experience and profitability.
- Monitor operational readiness daily (rooms status, maintenance priorities, staffing alignment,
arrival/VIP planning).
- Uphold cleanliness, preventive maintenance, and asset condition standards; enforce room and public
area quality walks.
- Oversee safety and security practices; ensure incident response and documentation standards are
followed.
QUALITY ASSURANCE AND STANDARDS
- Maintain compliance with brand standards, luxury positioning, and any franchise/brand audit
requirements.
- Lead routine property walks and inspections (guestroom quality, public areas, back-of-house, life safety).
- Implement continuous improvement initiatives (process, technology, training, service design).
- Ensure high standards in training and certification, especially for guest-facing teams.
Retail Tenant Relations (where applicable)
- Serve as the primary on-site liaison for retail tenants; foster strong, professional relationships and
alignment with the property’s luxury standards.
- Ensure tenant operations complement the hotel/residential experience (hours, delivery/loading,
signage, cleanliness, noise control, guest flow).
- Coordinate with Asset Management/Ownership on lease-related items, tenant compliance, and any
change requests (use, signage, build-outs, approvals).
- Maintain routine touchpoints with tenants and document follow-ups on service issues, maintenance
needs, and operational impacts.
- Partner with Engineering/Security to manage access protocols, after-hours procedures, and life-safety
compliance within tenant spaces.
- Oversee tenant-related work orders and shared-services coordination (trash removal, pest control,
utilities, common area upkeep).
- Support tenant success through collaborative programming and cross-promotion when aligned with
brand goals (packages, concierge referrals, resident offers).
- Escalate tenant disputes or material issues promptly with clear options and recommended resolutions;
protect the guest experience and asset value.
HUMAN RESOURCES, COMPLIANCE, AND RISK MANAGEMENT
- Ensure compliance with labor laws, wage/hour, harassment prevention, and all HR policies.
- Oversee performance management, corrective action, investigations, and documentation with HR
partnership.
- Ensure accurate timekeeping, scheduling discipline, and staffing models aligned to business volume.
- Maintain compliance with health, safety, sanitation, and life safety regulations; lead emergency
preparedness.
- Ensure data privacy, PCI compliance, and security of systems in partnership with IT.
OWNER/INVESTOR RELATIONS AND REPORTING
- Maintain open coordination and communication with Brandywine Realty Trust operational management
to ensure that impacting activities amongst both the residential and commercial portions of the building
are addressed.
- Provide transparent, timely reporting to ownership on performance, risks, opportunities, and action
plans.
- Deliver strong executive summaries and narrative to support monthly financials and asset strategy.
- Lead ownership property tours and meetings; present initiatives and results with confidence and clarity.
- Maintain professionalism and discretion with all owner-related matters.
DESIRED SKILLS AND QUALIFICATIONS
- Luxury/lifestyle hospitality experience with a strong service DNA and attention to detail.
- Proven ability to drive results through revenue strategy, labor optimization, and operational discipline.
- Strong owner/investor presence—clear, confident, and transparent communicator.
- Demonstrated talent-builder: hiring, coaching, succession planning, and performance management.
- Commercial orientation (sales leadership, local partnerships, and reputation management mindset).
- High emotional intelligence; calm under pressure with strong service recovery instincts.
- Strong financial acumen (budgeting, forecasting, P&L analysis, and cash discipline).
- Proficiency with hotel technology platforms (PMS, POS, RMS, CRM, reputation tools) and data-driven
decision-making.
- Experience leading in complex environments (union, mixed-use, long-stay, or high-volume operations) a
plus.
REQUIRED QUALIFICATIONS
- 8–15+ years of progressive apartment / multifamily / hotel leadership experience; Property Manager /
General Manager experience strongly preferred.
- Demonstrated ownership of property-level performance with strong outcomes in guest satisfaction and
profitability.
- Proven ability to lead multi-department operations (Rooms required; F&B/Events oversight preferred
where applicable).
- Budgeting and forecasting experience with clear accountability to financial targets and labor standards.
- Strong knowledge of hospitality compliance requirements (wage/hour, safety, sanitation, HR practices).
- Ability to work a flexible schedule aligned with business needs, including weekends/holidays.
PHYSICAL REQUIREMENTS
- Ability to stand and walk the property for extended periods (including daily inspections of guestrooms
and public areas).
- Ability to climb stairs and navigate multiple floors and back-of-house areas as needed.
- Ability to lift and carry up to 25 lbs. occasionally (e.g., reviewing room setups, moving small items during
inspections).
- Ability to perform visual inspections for cleanliness, maintenance, safety, and brand-standard
compliance.
- Ability to work in varied environments (indoors/outdoors, kitchens, laundry, mechanical rooms) and
tolerate occasional noise and temperature fluctuations
Our Team Members enjoy a generous PTO; Health; Dental; Vision and 401(k) benefit plans. We recognize and promote top performers because we know that our success is due to your achievements.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
