Resident Services Manager - DTLA

The Resident Services Manager serves as a crucial role in developing and managing the relationships with residents through the delivery of the highest level of hospitality and customer service to our residents and the mentoring, coaching, training, development and support of the Resident Services Team.

You are responsible for meeting the Owner’s asset performance expectations within your assigned Community Department by achieving revenue growth, occupancy (renewals) and reputation management goals. You accomplish these goals through leading your team in creating the greatest possible living experience and well‐being of all individuals associated with the Community, both team members and residents. You thrive on sharing your knowledge and creating a better future for GHP. You are the number one Ambassador of the GHP Culture and Vision within your Community.

Customer Service:

• Provide leadership to the Resident Services department by setting a Service Excellence standard and inspiring the team to achieve it.
• Ensure all resident interactions are handled in an efficient and customer-service forward manner. Follow up with residents to confirm customer satisfaction.
• Manage all resident move-ins, service requests and in-person resident interactions, including ensuring all resident complaints are resolved, follow-up is conducted and documented (apartment ratings).
• Ensure all information, access maps, move-in packets and keys are prepared prior in advance, as well as verify function of keys and assignment of parking spots.
• Acts as first level of contact for all resident inquiries, service requests and concerns
• Creates a sense of community and an outstanding living experience for residents
• Resolution driven and promotes positive, proactive resident relations
• Mediate residents’ conflicts and provide recommended alternative solutions to management for consideration
• Efficiently handle resident requests and complaints

 Sales and Marketing:

• Develop and implement the quarterly events calendar. Attend events as necessary to promote the customer relations.
• Responsible for the property’s satisfaction score on Apartmentratings.com. and promoting a positive customer experience. Work with our residents to have them post their positive experiences

Operations:

• Manage the personnel of the Resident Services department and work with the Maintenance Managers and Leasing/Operations Manager.
• Conduct daily meetings with the Maintenance Manager to confirm all move-ins are market ready and meet company standard.
• Work closely with the Leasing/Operations Manager to validate all lease preparations are prepared, printed and signed/approved in advance of move-in date.
• Inspect property regularly to ensure that all common areas are clean, and amenities are in working order. Property balcony inspections weekly (logged) and units in violation are notified for corrections.
• Assign and administer work schedules to meet residents needs including having the property cleaned and properly maintained prior to opening and through closing time (working in junction with Property Manager and Maintenance Managers).
• Ensure parking assignments are complete and parking regulations are enforced.
• Assist in the lease renewal program and work with the Property Manager and Leasing/Operations Manager to creating lease renewal events ensuring that the residents see the value. 
• Manage all guest suite and amenity rentals.
• Complete all depositing accounting per move out; submit to the Property Manager for signature.
• Monitor all online web calls that come in through Yardi Voyager. Help close work orders in the system and complete follow up calls to insure each work order is complete to our resident’s satisfaction.
• Prepare and complete all administrative forms, files and assigned reports in a timely manner.
• Maintain knowledge of and application of GHP Management policies and procedures as well as property community policies.
• Responsible for reporting any unusual or extraordinary circumstances regarding the residents or the property to the Property manager. Function as liaison, and work closely with Courtesy Patrol.
• Effectively communicates with residents on the status of maintenance work orders placed. Maintain follow-up logs for maintenance requests and new move-in satisfaction calls.  Maintain log of both in-person and phone interactions regarding resident issues and follow-up.
• Ensure all claims are reported within 24 hours to GHP Corporate.
• Verify refreshment supplies are stocked.
• Communicate and follow up with leasing staff to ensure Birthday Cards are completed and filed by month as leases occur.

 CORE COMPETENCIES:

• Customer- Centric: Desire to deliver an exceptional resident and colleague experience in a fast-paced, high-energy environment. Personable, positive, team-oriented mindset
• Leadership: Ability to inspire and lead others to goal achievement through day-to-day interaction.
• Problem Solving: Uses logic and reasoning to identify solutions and seek alternative conclusions or approaches to problems.
• Communication - Communicates with supervisors, peers, and subordinates by providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Ability to understand basic instructions either verbal or written.
• Conflict Resolution - Has an ability to remain calm during difficult situations, resolve conflicts and negotiating with others handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Organization and Project Management - Organizes, plans, and prioritizes work. Ability to multitask, work independently, manage competing requests and priorities

PROFESSIONAL REQUIREMENTS:

• High school diploma or equivalent experience
• 2-5 years’ experience within a customer service management capacity within Property Management and or similar role in other customer facing environments with at least 3 years of non-management customer service responsibilities.
• Knowledge of Fair Housing preferred
• General computer skills required

 Salary Range: $23-$25/hour DOE

Benefits: Fully Paid medical insurance available to employees along with dental, vision. Other benefits include: flexible spending account, Life/AD&D insurance, pet insurance, Employee Assistance Program, TicketsAtWork. There is also free onsite parking.

Salary : $23 - $25