Responsibilities

As a General Manager - Retail with Hines, you will provide operational oversight of the property to meet the prescribed investment objectives while ensuring the delivery of top-tier hospitality experiences. You will be responsible for increasing the economic value of the property while guiding the asset to become one of the most experiential and influential in the market. At Hines, delivering an exceptional client experience means combining a hospitality culture with real estate knowledge to create spaces where people feel valued, connected, and inspired. This role requires understanding of retail brands, merchandising strategies, and the unique operational, financial, and customer experience drivers across various retail sectors, including luxury, fashion, food and beverage, entertainment, and experiential retail concepts. Responsibilities include, but are not limited to:

Hospitality / Leadership:

• In accordance with the firm’s leadership principles — train, mentor, and continuously develop all property personnel in providing a best-in-class hospitality experience.

• Demonstrate exceptional leadership in coordinating cross-functional teams that support both commercial and retail operations.

• Foster a unified hospitality experience across diverse tenant types, ensuring that service standards are consistently upheld in both office and retail settings.

• Proactive community engagement, building relationships with stakeholders from both sectors, and implementing initiatives that enhance the overall tenant and visitor experience throughout the property.

• Apply hospitality hiring practices to identify and hire hospitality-minded personnel and third-party service providers.

• Lead a cross-functional team, including third-party service providers, in the delivery of Hines’ Hospitality Standards.

• Supervise event programming coordination with a focus on creating and maintaining a community atmosphere.

• Ensure property engagement and service offerings are aligned with Hines’ service level standards.

• Foster connectivity and establish key relationships with community leaders, government officials (including police department), vendors, cultural/civic institutions, and the general public.

• Establish vision and goals for department personnel including implementation of training and development programs.

• Handle various Human Resource related responsibilities.

Operations: 

• Manage operations in alignment with Hines' service level standards including but not limited to internal and external maintenance, security, parking, loading dock and housekeeping functions and adherence to budgetary standards.

• Provide operational oversight of a mixed-use property with office and retail components.

• Ensure seamless integration of retail and office operations to support a cohesive tenant and visitor experience.

• Supervise the financial performance of the asset(s), monitoring retailer gross sales, ensuring timely rent collection, and identifying capital expenditure requirements, while maintaining full profit and loss (P&L) responsibility.

• Draft the Annual Business Plan and Operating Budget for the property, and lead the presentation as required by both ownership and Hines.

• Oversee the development, implementation, and maintenance of marketing and leasing strategies for both current and prospective tenants (clients) while collaborating with asset managers or owners to meet performance objectives.

• Negotiate contracts (including brokers, architects, engineers, and other outside consultants) and supervise all contractor services related to the physical operation of the property.

• Display in-depth knowledge of mechanical systems and collaborate with Engineering Managers as needed to ensure building operations comply with established operating standards.

• Monitor all construction for compliance with center rules and approved plans; ensure all required documentation is obtained in a timely manner.

• Ensure the property is well-maintained and aesthetically pleasing.

• Ensure compliance with all government, industry, regional and company required programs, objectives, and policies.

• Provide support to development groups including owner relations, quality control during construction, program development, building start-up, etc.

• Represent Hines in selected business, community, and industry organizations/groups.

• Recommend legal action as may be required to protect and maintain the Project.

• Direct all emergency procedures including but not limited to:

  • Establishing and executing emergency plans and practice drills

  • Monitoring emergency equipment

  • Leading and/or assisting with evacuations, bomb searches and life safety alarms as deemed reasonable and prudent

  • Acting as fire/life safety director while assisting emergency authorities and response teams

• Assume additional responsibilities as delegated by Director – Property Management.

Minimum Requirements include: 

• Bachelor’s degree from an accredited institution required (preferably with a focus on business administration, hospitality, real estate, or in a related field).
• 5+ years of mixed-use management experience with an emphasis in retail.
• Financial experience required including P&L responsibility, budgetary oversight, cost analysis, and management of service contracts and arrears.
• Proficiency in Microsoft Office software.
• Successful completion of the Hines Property Management Training Program or equivalent real estate knowledge.
• Passion for working with people, creating amazing experiences, and leading with a hospitality mindset.
• High degree of emotional intelligence with proven ability to think creatively in all job responsibilities.
• Experience leading a multi-layered team and coordinating across diverse stakeholders, tenant groups, and third-party partners in a mixed-use environment.
• Solution-oriented with strong analytical skills.
• Maintain composure and professionalism at all times.
• Excellent interpersonal, verbal, and written communication skills utilizing proper punctuation, grammar, diction, and style.
• Eager to be a part of a fast-paced and dynamic work environment.
• Takes initiative and is a proactive leader always focused on continuous improvement.
• Work indoors approximately 90% of the time and outdoors 10% of the time.
• Use olfactory, auditory, and visual senses to inspect building(s) and detect emergency alarms.
• On occasion, perform physical inspections of the property which may include climbing up and down stairs or accessing restrictive openings.
• Ability to lift up to 25lbs.
• Though occurrences are rare, be accessible 24 hours a day in case of an emergency and perform on-site operations management during natural disasters.
• Transfer properties and work overtime as business needs deem appropriate.