General Manager
Company Description
Blue Gems Management is a fast-growing short-term rental management company focused on delivering five-star guest stays while maximizing homeowner returns .
We specialize in full-service vacation rental management, combining data-driven revenue strategies, operational excellence, and high-touch hospitality to create exceptional experiences for both guests and property owners. As our portfolio continues to grow, we are building a team of leaders who thrive in fast-paced environments and take ownership of results.
Role Description
The General Manager is responsible for the overall operational and financial performance of the Blue Gems Management market portfolio. This role oversees all field operations including guest experience, housekeeping, inspections, maintenance coordination, vendor management, and homeowner relations.
Reporting directly to the COO/Integrator, the General Manager ensures operational systems are executed consistently, the team performs at a high level, and homeowners and guests receive exceptional service.
This role requires both strategic leadership and hands-on operational management to maintain service quality while scaling the portfolio.
Key Responsibilities / Objectives
Operational Leadership
- Oversee daily operations across guest experience, housekeeping coordination, inspections, maintenance, and vendor relationships.
- Ensure properties meet Blue Gems quality standards and operational SOPs.
- Maintain smooth operational flow between departments.
Team Leadership & Development
- Recruit, onboard, train, and develop local operational staff.
- Lead team meetings, performance reviews, and accountability systems.
- Foster a culture of ownership, hospitality, and continuous improvement.
Owner Relationship Management
- Maintain strong relationships with homeowners through communication and performance transparency.
- Address owner concerns and ensure trust in Blue Gems' management services.
- Support onboarding and integration of new properties into the portfolio.
Financial Performance & P&L Management
- Own the market-level P&L including revenue performance, labor management, and operational costs.
- Review budgets and monitor financial metrics.
- Identify opportunities to improve profitability and efficiency.
Portfolio Growth & Market Development
- Support business development efforts by assisting with property onboarding and market expansion.
- Represent Blue Gems Management in local networking opportunities and industry events.
Guest Experience Excellence
- Ensure five-star guest experiences from booking through checkout.
- Monitor guest feedback, reviews, and service response times.
- Resolve escalated guest issues to protect brand reputation.
KPI & Performance Monitoring
- Track operational and financial KPIs.
- Implement process improvements to increase efficiency and service quality.
- Provide reporting and updates to executive leadership.
Who You Are
- A hands-on hospitality operator who thrives in fast-paced environments.
- Highly organized with strong operational discipline.
- A leader who builds trust with homeowners, guests, and team members.
- Comfortable using data and KPIs to guide decisions.
- A proactive problem-solver who takes full ownership of results.
Who You Are Not
- Someone who prefers a purely desk-based leadership role.
- A manager who avoids accountability or difficult conversations.
- Someone uncomfortable managing budgets, performance metrics, or operational complexity.
- A leader who struggles with the pace of a hospitality-driven environment.
Must-Have Qualifications
- 5+ years of leadership experience in hospitality, property management, or short-term rental operations.
- Experience managing multi-disciplinary teams.
- Strong operational leadership and organizational skills.
- Experience reviewing budgets and understanding P&L performance.
- Proficiency with property management software (Guesty, Hostaway, Track, etc.).
- Excellent communication and relationship management skills.
Nice-to-Have Qualifications
- Bachelor's degree in Hospitality, Business Administration, or related field.
- Experience scaling a short-term rental portfolio.
- Familiarity with STR tech stacks including dynamic pricing tools, inspection apps, and smart lock systems.
- Experience operating within EOS or structured operational frameworks.
Success Metrics
Success in this role will be measured by:
- Portfolio revenue performance
- Occupancy and ADR growth
- Guest satisfaction scores and review ratings
- Owner satisfaction and retention
- Operational efficiency and cost management
- Team performance and retention
- Successful onboarding of new properties
What Success Looks Like
30 Days
- Learn Blue Gems systems, SOPs, and operational structure.
- Build relationships with team members, vendors, and homeowners.
- Review KPIs, portfolio performance, and operational workflows.
60 Days
- Take ownership of daily operational execution.
- Implement improvements to systems and operational efficiency.
- Strengthen team accountability and communication.
90 Days
- Fully managing operational performance and reporting.
- Demonstrate improvements in guest satisfaction and team efficiency.
- Support portfolio growth and operational scalability.
Clarity of Role Ownership
Owns
- Local operational execution
- Team leadership and staffing
- Guest experience quality
- Owner relationships
- Vendor management
- Market-level operational performance
Does Not Own
- Company vision and strategy
- Corporate marketing strategy
- Corporate finance and accounting systems
- Technology platform decisions
Compensation
Base Salary: $110,000
Performance Bonus: Up to $40,000
On-Target Earnings: $150,000
Additional benefits may include PTO, 401k eligibility, and hybrid flexibility depending on operational needs.