Description

Principal Objectives of the Community Manager

Property Management: The Community Manager (CM) leads and supervises property operations, financial activities, regulatory compliance, and guides interactions with all stakeholders – residents, HGPS corporate personnel, regulatory agency officials, clients, community officials, vendors, and customers on the property. The CM possesses a passion for customer service that inspires associates and vendors to deliver the highest quality product, comprehensive services, respect, and hospitality HGPS customers expect.

Client Service: The CM is responsible for ensuring the delivery of excellent client service.

Requirements

Requirements for the Community Manager

Education/Training

• High school diploma or equivalent combination of education required.
• For affordable properties regulated by the Department of Housing and Urban Development (HUD) or a state finance agency, industry designations such as COS, HCCP, TCS, SHCM, C3P are strongly encouraged.

Experience/Skills

• A minimum of 3 years’ experience in property management
• Valid driver’s license in the state of residence
• Proficiency in Microsoft Excel, Word, or other property management software (Yardi, RealPage, AMSI, MRI, Entrata).
• For affordable properties regulated by HUD or a state agency, proficiency in understanding the compliance requirements of the specific housing programs(s) in place on the assigned property.

Special Requirements

• Positive attitude and customer service focus
• Sales, leasing, and marketing ability
• Experience in social media and technology
• Skills in time management, organization, problem solving, and judgment
• Keen attention to detail and accuracy
• Strong written and verbal communication skills
• Flexibility to work weekends, overtime, and in cases of emergency
• Stress tolerance in a fast-paced environment

Essential Functions for the Community Manager

Client Service

• Ensure the delivery of excellent client service
• Compile information for clients and owner reports accurately and on time
• Respond in a timely fashion to questions, correspondence, e-mails and phone requests from clients, lenders, investors, contractors, vendors, and regulatory agency personnel
• Anticipate resident needs and promptly respond to them
• Treat all customers, visitors, vendors, and associates with respect
• Ensure best-in-the-industry response times to unit issues, repairs, and resident needs
• Work through resident disputes in a fact based and solution driven way

Marketing/Sales/Leasing

• If applicable, develop, implement, and monitor marketing plan for the lease-up of the property that maximizes lease up pace, net revenue of the property and client requirements
• If the property has a regulated housing program, ensure that all eligibility requirements are met for applicants and residents.
• Generate a sustaining flow of qualified prospective residents
• Regularly conduct marketing surveys to be aware of competitors’ activities in the surrounding marketplace and make recommendations based on survey analysis
• Show and lease apartments
• Achieve and maintain designated occupancy goals / objectives
• Create and monitor occupancy and associated reports in order to monitor traffic and closing performance
• Participate in community affairs and maintain positive public image for the property

Customer Retention

• Develop, implement, and monitor marketing strategy to maximize resident retention
• Develop and implement positive resident relations program for the community
• Respond to resident needs and input
• Resolve any conflicts between residents and address issues promptly

Staffing Responsibilities

• Assist Human Resources with employee issues following company policies
• Hold staff accountable to the highest standard of customer service and to meet their job requirements
• Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate
• Develop and delegate improvement plans for operations and review performance of management team
• Recruit, train and develop qualified talent to achieve property goals
• Create and sustain a positive work environment at the community and accomplish the objectives of the client
• Inspect the property on a regular basis and schedule improvements and repairs

Financial Responsibilities

• Prepare and manage the operating budget in order to control expenses and meet financial objectives
• Supervise the collection of rents and all monies on site and ensure prompt deposit and accurate record keeping of these funds

Administrative Responsibilities

• Complete and submit all records, reports, and documents required by the company and federal or state agencies in a timely and accurate manner
• Process applications timely
• If applicable, ensure compliance with all HUD, LIHTC, and Fair Housing regulations
• Process move in and move out documents
• If applicable, ensure that the property is prepared for any HUD or agency audit or inspection
• If applicable, work collaborative with the HGPS Compliance Department to complete all required compliance documentation in an accurate and timely manner.

Other Responsibilities

• Tour and visually inspect property daily
• Monitor property condition, cleanliness, cost control, and quality of product and service throughout property
• Assist and support other members of the management team to make sound business decisions
• Execute the financial objectives of the property
• Maintain regular attendance and follow HGPS rules and regulations governing attendance
• Communicate effectively and display a professional manner when dealing with supervisors, co-workers, residents and individuals inside and outside the organization
• Work effectively as a team member, participating actively and constructively
• Perform all duties in a safe manner by following all HGPS safety procedures for the operation of equiCMent, machinery and hazardous substances and chemicals
• Ensure clear communication and quantifiable reporting

Other Expectations

Dress Code: Business Casual

Contacts/Liaisons: The CM will communicate regularly with all necessary HGPS employees, Vice President of Property Services, Area Manager, Regional Manager, regulatory agency personnel, community leaders, residents, corporate staff, property management staff, lenders, legal counsel, vendors, other site staff and other individuals as necessary or appropriate to fulfill the responsibilities of the position.