Description

General Purpose:

The Community Manager is responsible for the day-to-day management of all operational and financial aspects of the community. Community Managers are expected to facilitate and achieve optimum performance in the following areas:

1. Hire, train, and develop staff.
2. Oversee financial operations including the operations budget, accounts receivable, and accounts payable systems.
3. Supervise leasing and marketing processes and procedures.
4. Manage maintenance operations.
5. Responsible for data processing, record keeping, and reporting.
6. Facilitate resident relations and resident retention programs.
7. Monitor and coordinate risk management, emergency procedure, and safety programs.
8. Partner effectively with associates from the corporate offices, Portico sister communities, competitors, and vendors.
9. Coordinate and execute special projects and assignments as requested

Essential Functions:

Hire, Train, and Develop Staff:

1. Recruit, interview, and hire community staff including: Assistant Community Manager, Leasing Consultants, Maintenance Supervisor, and Maintenance Associates.
2. Submit new hire paperwork to Human Resources and register new associates for New Hire Orientation in a timely fashion.
3. Provide on-going job skills training and coaching for associates.
4. Ensure associate participation in company-wide training programs, and provide coaching to help facilitate the transfer-of-training to the job environment.
5. Formally evaluate associate performance at least once annually per company policy. Provide on-going positive recognition or critical feedback to associates to assist them with achieving personal and community goals.
6. Counsel associates for performance improvement.
7. Partner with Human Resources and the Regional Director to terminate associates when necessary.
8. Recommend salary increases, bonuses, and leasing commissions.
9. Motivate staff and implement employee incentive programs.
10. Ensure that all office and maintenance associates adhere to professional appearance guidelines on a daily basis including proper attire, personal grooming habits, and nametags.
11. Facilitate a daily pre-shift meeting to discuss issues or concerns from the previous day, leasing goals, concessions/specials, follow-up, and focal areas for the day.
12. Facilitate a weekly staff meeting with all on-site associates per the following guidelines:
    • Hold these meetings on the same day/time each week.
    • Have an agenda. Send this to your Regional Director prior to the meeting.
    • Share the goals for the week including: leasing, marketing, renewals, make-ready, and maintenance goals.
    • Review staff closing ratios and leasing success.
    • Review the market survey results and discuss any changes.
    • Discuss maintenance issues, problem units, capital projects, etc.
    • Review property expenses, spending, and budget issues.
    • Discuss resident issues.
    • Review any informational updates from corporate.
    • Involve the staff in the meeting.
    • Take minutes and ensure that each associate receives a copy. Send these to your Regional Director and maintain a staff meeting log.
13. Review and approve time and attendance and leave requests for on-site staff.
14. Maintain appropriate inventories of collateral material and office supplies.

Oversee Financial Operations, including the Operations Budget, Accounts Receivable and Accounts Payable Systems:

Operations Budget

1. Prepare the preliminary annual operations budget and business plan.
2. Use the approved budget as a guideline for operational procedures, budgeted income, and expense goals.
3. Approve all invoices for expenses.
4. On a monthly basis, analyze the general ledger and financial statements.
5. Participate in monthly financial review calls with the Regional Director, the Asset Manager, and the Vice President of Operations.
6. Discuss, review, and approve capital needs and required maintenance projects with the Maintenance Supervisor prior to finalizing the operations budget.
7. Review gross potential rent on a monthly basis.
8. Check the general ledger for posting errors between accounting month-end and month-end; complete recodes.

Accounts Receivable

1. Ensure rent and other income is collected in an effective and timely manner.
2. Manage utility billing processes. Review water sub-metering each month for accuracy.
3. Ensure all receivables are recorded properly.
4. Confirm all monies are deposited in the bank on a regular basis per Portico Policy.
5. Review OneSite reports for delinquencies and write-offs on a monthly basis. Implement comprehensive and innovative measures to ensure prompt payment. Re-walk all 30 day delinquents prior to accounting month-end.
6. Review all prepays monthly.

Accounts Payable

1. Review, code, and approve all invoices on a daily basis. Cross-train the Assistant Community Manager to perform these tasks.
2. Post and send purchase orders and invoices to the corporate office on a weekly basis.
3. Confirm timely payment of invoices.
4. Approve vendors and maintain vendor set-up policies.
5. Maintain and reconcile petty cash.
6. File payables and invoices according to Portico Policy.

Supervise Leasing and Marketing Processes:

Leasing:

1. Oversee consistency and effectiveness of leasing processes including:
   • Telephone techniques
   • Email/internet responses
   • Touring procedures
   • Guest Card use
   • Adherence to Fair Housing guidelines
   • Application screening and decision-making
   • Prospect management tracking and follow-up
   • Priority wait lists
   • Lease paperwork preparation
   • Move-in procedures
   • Allowable lease expirations per month
   • Promotion of other income via rentable items such as washer/dryer rentals, covered parking spaces and/or garages, etc.
2. Monitor daily property opening and closing inspections and maintain a log of these checklists.
3. Complete Portico Weekly Leasing Report and review for accuracy before submitting to the corporate office.
4. Propose and monitor rental rates, concessions/specials, and renewal offers with the Regional Director.
5. Evaluate all applications.
6. Maintain a weekly hot sheet of units that are the most difficult to lease and ensure minimodels are set up in them.
7. Ensure the integrity of OneSite data.
8. Monitor Call Source traffic for each associate and provide applicable training and guidance.
9. Conduct a pre-move-in inspection by walking vacants and ensure readiness within two days of each move-in. Cross-train Leasing Consultants to perform this task.
10. Monitor lease expirations. Provide direction to the leasing staff for managing and being proactive with lease renewals.
11. Monitor shopping reports and provide one-on-one training and coaching to ensure that associates receive appropriate feedback and recognition.
12. Approve all commissions and ensure accuracy of commission information.
13. Maintain an up-to-date Market Comp Book consisting of the amenities, features, floor plans, and price lists of competing properties. Share with prospects as a positive closing technique.
14. Refer prospects to Portico sister communities if your community does not fit their financial or personal needs.

Marketing:

1. Ensure that leasing staff is always knowledgeable of market trends and the competition by:
   • Researching and understanding the market and sharing this information with the Director of Market Research.
   • Identifying the competition.
   • Personally visiting each competitor on a monthly basis.
   • Calling each competitor weekly for rates and specials.
   • Maintaining an updated monthly market survey.
   • Facilitating weekly leasing meetings to inform the staff for market trends and to solicit ideas and feedback.
2. Oversee and review the effectiveness of all advertising and marketing for the community monthly by checking print and internet ads and measuring traffic source information in OneSite.
3. Establish and maintain community outreach and preferred employer programs. Visit these businesses each month to create collaborative partnerships.
4. Establish and maintain effective partnerships with locators.
5. Hold a monthly marketing meeting with office staff and complete the following:
   • Review the Market Survey and discuss changes.
   • Review and discuss effectiveness of outside marketing initiatives.
   • Review notices-to-vacate and lease expirations and discuss renewal strategies.
   • Discuss and organize resident functions and assign tasks.
   • Discuss and design a resident newsletter and/or activities calendar and determine distribution process.
   • Review staff closing ratios and leasing success. Discuss and generate solutions for any challenges the staff has experienced.
   • Establish future marketing goals.
6. Serve as the first point-of-contact with the Director of Marketing.

Managing Maintenance Operations:

General Oversight

1. Hire, train, and supervise the maintenance team in partnership with the Maintenance Supervisor.
2. Ensure that the maintenance and office teams communicate and collaborate effectively in order to accomplish property goals.
3. Meet with the Maintenance Supervisor daily to discuss emergency maintenance issues from the previous evening, service requests for the current day, appliances or parts on order, resident concerns, overtime, budget, and inventory.
4. Oversee the coordination and execution of monthly safety meetings. Ensure and document staff participation.
5. Partner with the Maintenance Supervisor to establish and maintain effective preventative maintenance programs.
6. Oversee the key log.
7. Maintain a contracts file and ensure that contracts are complete and up-to-date. Approve all contracts with a 30-day out clause. Contact the Regional Director for approval on contracts over 12 months in length or without a 30-day out clause.
8. Ensure that capital improvements are completed in accordance with the budget. Work with Maintenance Supervisor to secure bids. Forward bids for approval, as needed. Recommend additional capital needs to Regional Director.

Service Requests

1. Ensure that service requests are responded to within 24 hours.
2. Establish and maintain efficient systems for service requests, including following-up to ensure resident satisfaction.
3. Ensure that parameters are in place for handling and prioritizing emergency maintenance requests.

Exterior and Common Area Maintenance

1. Perform regular inspections of the exterior and ensure that repairs or improvements are handled as needed.
2. Ensure the curb appeal of the community is maintained.

Make Ready and Move-Out/Move-In Processes

1. Review Move-Out/Move-In inspection forms with the Maintenance Supervisor. Facilitate appropriate follow-up and ensure resident satisfaction.
2. Walk all move-outs and bill move-out charges or refund the security deposit prior to maintenance turning the apartment. Cross-train the Assistant Community Manager to perform these tasks.
3. Take photos of any significant damages with the property digital camera per Portico Policy.
4. Establish and maintain efficient systems for the scheduling of make-readies.
5. Minimize vacant down time to no longer than 5 days contingent upon the extent of repairs needed.
6. Confirm that the availability of make-readies meets leasing needs.
7. Check the overall quality of make-readies.
8. Approve the use of outside contractors to meet leasing objectives as necessary.

Maintenance Shop Organization and Inventories

1. Partner with the Maintenance Supervisor to ensure that an adequate inventory of parts and supplies are available.
2. Oversee inventory controls on all equipment, tools, furniture, accessories, and fitness and recreational equipment. Keep inventory master in the Community Managers Office.
3. Oversee maintenance shop and storage areas and ensure that these areas are clean, safe, and organized.

Responsible for Data Processing, Record Keeping, and Reporting:

1. Ensure all activity is entered into OneSite on the same day as it occurs or no later than 10 AM the next business day.
2. Advance the property date in OneSite by 10 AM daily.
3. Ensure the accuracy and integrity of all data and property reports.
4. Maintain organized community filing systems.
5. Ensure all reports are completed and submitted on time.

Facilitate Resident Relations and Resident Retention Programs:

1. Ensure that residents needs are handled with exceptional responsiveness, care, and urgency.
2. Uphold, explain and facilitate community policies. Resolve resident conflicts regarding community policies and other concerns.
3. Monitor lease expirations and notices-to-vacate; make every effort to capture resident renewals by establishing an effective renewal program.
4. Make contact early with residents whose leases expire per Portico Policy.
5. Monitor service requests to ensure timely completion, appropriate follow up, and resident satisfaction.
6. Organize, facilitate, and attend all resident retention activities.
7. Design and produce a monthly newsletter and activities calendar. Ensure the quality and propriety of the newsletter articles.

Monitor and Manage Risk Management, Emergency Procedure, and Safety Programs:

1. Respond rapidly to community emergencies such as: major crime, fire, weather-related damages, and serious accidents. Follow Portico Policy regarding notifying the Regional Director and Risk Management.
2. Provide safety and crime prevention tips via the community newsletter on an on-going basis.
3. Alert the community about serious crimes that occur on-site.
4. Utilize an Incident Report Form to document on-site damage and/or accidents involving residents and/or employees. Submit Incident Report Forms to the appropriate Portico insurance representative immediately.
5. Ensure that Portico Safety Policies are in effect and maintained.
6. Hire and monitor the community courtesy patrol, if applicable.
7. Ensure that key control policies are in effect and maintained.

Partner effectively with Associates from the Corporate Offices, Portico Sister Communities, and Competitors and Vendors:

1. Develop and maintain a respectful, courteous, and helpful rapport with corporate office associates, Portico sister communities, competitors, vendors, and every customer. Respond to requests and inquiries in a timely manner.
2. Read and respond to corporate email, correspondence, and requests within 24 hours.
3. Distribute Company information to associates as directed.
4. Maintain positive relations with all competitors and provide accurate data for their market surveys.

Coordinate and Execute Special Projects and Assignments as Requested.

Qualifications

Qualifications/Basic Job Requirements:

Years of job-related experience:

2-4 years of experience in property management or business. Prior experience as a Community Manager or Assistant Community Manager preferred.

Degree required and area of study:

Bachelors degree preferred from a four-year college or university or any equivalent combination of education and experience.

Desired Knowledge, Skills, & Abilities:

• High degree of professionalism and demeanor resulting from previous property management or business experience.
• Excellent communication and listening skills.
• Excellent customer service and negotiation skills.
• Lead, manage, and train others.
• Effective team player and interacts well with others.
• Extremely organized and detail-oriented.
• Patient, even-tempered, and works well under pressure.
• Firm, fair, and consistent.
• Effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Work with residents, prospects, vendors, and all customers and staff in a courteous, empathetic, and professional manner. A good understanding of customer service concepts and the ability to apply them will be necessary in this role.
• Maintains composure and functions during crises or emergency situations.
• Effective time and project management skills.
• Solve practical problems and deal with a variety of frequently conflicting priorities and distractions while keeping the community running smoothly.
• Read, analyze, and interpret general business periodicals, professional journals, and governmental regulations.
• Write reports, business correspondence, and procedural manuals.
• Calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, rent per square foot, and other basic algebraic functions.
• Read and understand operating statements and budgets.
• Interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Maintain confidentiality.
• Follow directions from a supervisor.
• Understand and follow posted work rules and procedures.
• Accept constructive criticism.

Certifications/Specialized Training:

• Proficient in Microsoft Word and Excel.
• Knowledgeable in OneSite, Yardi, or other property management software.

Physical Demands:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The associate must be capable of the following:

• Talking: The ability to clearly communicate policies, procedures, and processes; as well as detailed instructions or information accurately, loudly, and quickly in English.
• Average Hearing: The ability to hear normal conversations and alarms and to receive ordinary information.
• Average Visual Abilities: Average, ordinary visual acuity necessary to prepare or inspect documents or products or to operate computers. Depth perception is required.
• Physical Strength:
  • Standing for prolonged periods of time.
  • Walking long distances or for prolonged periods of time.
  • Walking up and down stairs.
  • Reaching and pushing.
  • Climbing ladders.
  • Stooping and crouching.
  • Driving a golf cart.
  • Carrying/lifting up to 30 pounds.
• Repetitive Motions & Dexterity: Regularly requires repetitive motions using the wrists, hands, and/or fingers, including small movements such as typing and picking up small objects.

Work Environment:

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is exposed to outside weather conditions (i.e. hot, cold, wet, humid, snowy, or icy). The noise level in the work environment is usually moderate.
• The associate is frequently exposed to high-pressure demands to maintain financial and leasing objectives. The associate may receive and have to manage frequent complaints from residents, vendors, staff, and prospects.
• Depending on staffing guidelines and reporting assignments, the associate may be required to work greater than 40 hours in a work week. Employees may be required to travel for professional training seminars, retreats, and meetings.
• Employees may work in a pet-friendly environment and be exposed to common household pets in residential units and common areas.