Community Manager II

SUMMARY:             

Due to the size of this Property, the Community Manager II (“CMII”) works side by side with a General Manager (“GM”) to provide the day-to-day onsite management of the Property.  It is contemplated that the CMII and the GM will manage the Property and its staff cooperatively and in partnership, and that their duties may overlap to some extent and as needed. However, the CMII will be primarily responsible for administrative operations (i.e. financial management, accounts receivables, accounts payable, coordination with corporate office administration), as well as general supervision of on-site staff (employees, contract workers and vendors).  The Assistant Community Manager will report directly to the CMII.  (The GM will be primarily responsible for sales, marketing and resident services, and the Leasing Manager and Resident Relations Manager will report directly to the GM.)

The Community Manager will be generally responsible for employee relations at the Property, and will lend support to, and work with, the GM in regard to employee relations matters involving leasing or resident services staff.  The GM will handle all customer service matters, including those related to facilities and maintenance, and the CMII will oversee, and work with facilities and maintenance management on, restoration or resolution of issues related to the physical condition and appearance of the Property, and the operation of the facilities.

The CMII provides necessary leadership, guidance, and motivation to staff to ensure a positive and efficient working environment; ensures responsive, high-quality service to internal and external customers; and manages in accordance with the Company’s business objectives and policies to achieve profitability, along with a safe and pleasant high quality living environment for all residents. This position has access to highly sensitive financial information and business plans of the company, and requires a high level of discretion and absolute confidentiality in regard to confidential business information and trade secrets.

ESSENTIAL DUTIES & RESPONSIBILITIES:

The Community Manager II’s duties and responsibilities include, but are not limited to, the following:

Managing Staff

·         Manages and provides leadership to the property management team (including Assistant Community Manager, and leasing, resident services and maintenance staff), to ensure prompt, courteous, superior customer service.

o   Participates in and/or makes recommendations regarding recruiting, hiring, corrective action, discipline and firing decisions.

o   Supervises and directs work, assesses performance, recommends performance improvement and other corrective actions, reviews and approves work schedules and time off requests, ensures accurate reporting of work time, and, in cooperation with Human Resources and other managers, provides training, as needed.

o   Receives and, in cooperation with Human Resources, handles employee disputes, concerns and complaints. (To the extent leasing or resident relations staff are involved, the Community Manager II will handle in coordination with the GM. The GM will be involved in dispute resolution or investigation of concerns and complaints regarding employees, other than leasing or resident services, only at the request of the Community Manager II, or as needed.)

o   Possesses general knowledge of and responsible for compliance, with respect to Property employees, with applicable labor and employment laws; assists in development, administration and enforcement of employee policies.

Financial

·         Oversees and may assist Assistant Community Manager IIn rent collection process, and collection of other fees, in accordance with lease agreements and Company procedure, to ensure timely payment.

o   Coordinates with, and assists, Company attorneys, as necessary, to process evictions.

o   Planning, negotiation of and processing lease contracts and lease renewals.

·         Assists General Manager, and other members of the team, with administrative operations, as needed, to maximize rent revenue by maintaining high occupancy and reduction of vacancy loss, bad debt loss, and concessions. Includes processing and distributing delinquency notices, making collections calls.

·         Reviews time records and payroll; reviews and processes bills and monthly financial reports.

·         Works in coordination with finance, accounts receivable and accounts payable to provide administrative reporting and support, as required by the corporate office.

Safety

·         Responsible for maintaining a safe workplace and living environment at the Property, including by ensuring observance of all health and safety regulations, and working with maintenance and facilities to promptly address any unsafe conditions.

·         Participate in and engage team in Company safety program. Ensure compliance with all safety rules and regulations.

·         Exercise good business judgment to minimize physical, and safety risks, and legal liability.

·         In coordination with Human Resources, and as appropriate, Facilities managers, to investigate and prepare timely reports, in accordance with Company policy, on all accidents or injuries that are work-related or that occur on the Property that may result in a claim against the Company, and emergency situations.

Marketing & Leasing

·         Supports and collaborates with the GM in ensuring the Property is and remains appealing to prospective residents.

o   Participates in oversight, monitoring and approval of leasing transactions, as needed

o   Understands and ensures compliance with all fair housing laws.

o   Participates in apartment turnover process (including move-in/out inspections, processing applications, and monitoring unit “make-ready” requirements) as needed.

o   Participates in developing effective resident retention programs designed to ensure resident satisfaction with the Property and reduce resident turnover.

o   Develops and oversees enforcement of lease renewal policy.

o   Participates in timely follow up with residents regarding maintenance service requests, prompt responses to resident complaints, concerns, etc., as needed

o   Participates in planning and overseeing resident activities, as needed.

o   Develops and maintains courteous, cooperative and professional business relationships with residents, prospective residents, residents’ guests.

o   Ensures timely and effective communications with residents.

CUSTOMER/CLIENT EXPERIENCE:

·         In coordination with GM, Leasing Manager and Resident Relations Manager, responsible for planning and establishing “5 Star, Red Carpet, Customer Service Experience”.

·         Contributes, as part of the management team, to strategize and develop plans and programs for monthly resident outreach.

·         Provides support to the General Manager and Leasing Manager to ensure all leasing staff are compliant with new move-in policies and procedures e.g. walking residents to their assigned parking spaces, and unit at move-in.

·         With the GM, responsible for communicating, training and enforcing the policy that all leasing staff (supervisors and/or consultants) must stand and/or greet and smile to each customer/client that enters the leasing office.

·         Supports GM in responsibility for, and contributes to, training Resident Relations Manager, to implement high standard of customer service, and carry out company service vision.

·         In partnership with GM, oversees community improvement projects to ensure the least amount of negative impact to the residents and prospects.

Other Duties

·         Attends weekly management meetings to discuss Property issues, and provide input for the development of management and operational policies and procedures.

·         Establishes and maintains courteous, cooperative and professional business relationships with colleagues in other departments within the Company.

·         Develops and maintains courteous, cooperative and professional business relationships with suppliers, vendors, contractors, and all others serving the community and Company.

·         Promptly submits all required Property management and personnel-related reports, including a daily “perfect email” providing an accurate snapshot of the Property’s activities at the end of each day.

·         Other duties as may be assigned, in accordance with business needs, at the discretion of the Vice President.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations will be available to persons with disabilities, upon request, to help them perform essential functions of the job.

EDUCATION/EXPERIENCE:

·         Bachelor’s degree in business or related field, or minimum of 4 years of property management or other relevant work experience, or a combination of such education and work experience, strongly preferred.

·         Minimum of 2 years conventional/market rate property management on site experience, preferably starting as a leasing consultant with promotions to assistant manager and/or property manager.

o   Management experience must include the management of a team of employees, preferably consisting of leasing and maintenance personnel.

o   Management experience must have been with a professional property management or similar (e.g. hotel) company.

·         A professional designation of Certified Property Manager (CPM), Registered Apartment Manager (RAM), Accredited Residential Manager (ARM) or similar industry designation is desirable.

·         Fair Housing Certificate and awareness of fair housing laws is required.

·         General awareness of applicable labor and employment laws is also required.

TECHNICAL SKILLS REQUIRED:

·         To perform this job successfully, the individual should have working knowledge of current computer software(s) including but not limited to: MS Word, Excel, PowerPoint, Photoshop, PDF, Publishing Software and Outlook.

·         The individual should have experience with Yardi Property and Onsite software (preferred).

PHYSICAL DEMANDS:

·         Must be able to lift, push, pull, and/or move up to 25 pounds.  Regularly required to sit, stand, walk, stoop or otherwise move about the property and units, squat, open doors. May be required to climb/descend stairs.

·         Ability to operate standard office equipment, including telephones, computers, copier and scanner, and to do filing. Ability to work well under pressure.

COMMUNICATIONS:

·         Must be able to communicate effectively (orally and written) in a professional manner on a regular basis with management and co-workers within the company as well as residents and outside vendors. Works well as part of a team. Ability to manage, lead, and motivate staff. Follows instructions and responds to management’s direction. Offers instructions and direction to support team performance. Takes constructive criticism and uses it as a learning tool.

SUPERVISORY RESPONSIBILITIES:

·         The person in this position must be able to provide effective leadership, supervision, and management of a team of leasing and maintenance staff.

ATTENDANCE AND PUNCTUALITY:

·         Is reliable and consistently at work and on time. Willing to travel, and work evenings, weekends and holidays, as needed.

TRAVEL

·         May be required to travel within the Southern California Region.

OTHER COMPETENCY REQUIREMENTS FOR EFFECTIVE PERFORMANCE

·         An energetic, positive, ethical and enthusiastic leader with strong people management skills. Effective communicator, trainer and motivator. Inspires trust, respect and loyal team relationships.

·         Understands business objectives (focus on profitability, quality, professionalism, efficiency and effective use of time), and is results driven. Develops practical strategies to achieve business objectives. Makes sound business decisions.

·         Excels in a fast paced, dynamic environment; ability to adapt to changing priorities; remains organized and focused under pressure; able to meet deadlines.

·         Calmly and effectively manages conflict, difficult and/or emotional situations; focusing on resolving issues and achieving an effective solution, rather than on blame. 

·         General understanding of company’s policies and laws applicable to the conduct of business; follows and enforces such policies and laws.

·         Works independently with little or only general supervision.

·         Is accountable for the responsibilities of the position; accepts constructive criticism in a positive manner.

·         Ability to plan, budget, schedule staff and resources effectively and efficiently.

·         Treats others with respect; shows sensitivity to and respect for cultural differences; supports diverse workforce and helps to ensure a workplace and living community free from unlawful discrimination and harassment.

·         Maintains confidentiality and discretion with regard to sensitive proprietary and confidential information of Company, residents, and customers.

Pay range:  $44.32-$56.50 per hour. 

GC Service Corp. is an equal opportunity employer, veterans and disabled.