JOB PERFORMANCE STANDARD – Community Manager
SKILLS, KNOWLEDGE & PERSONAL CHARACTERISTICS: The following attributes are desirable for job success: experience in managing multifamily properties, industry designations (ARM, CAM, etc.),knowledge and understanding of current Fair Housing laws, the ability to supervise staff, financially savvy and ability to manage to a budget, ability to communicate effectively in both written and verbal form, safety conscious, preference for detail work, ability to work well under pressure, multi-task, self-motivation and self-direction, ability to work with/without direct supervision and the ability to motivate and develop a team and be a team leader. Must have the ability to partner well with direct supervisor and management company support staff (HR/Accounting/IT).
SUMMARY OF FUNCTIONS: This is a supervisory position with authority, responsibility, and accountability to plan, implement and monitor operations, profitability, quality service, marketing and resident relations of the property, while maintaining the owner’s investment. Utilize management skills to train, motivate & empower our associates to reach their goals and those of our property.
ESSENTIAL FUNCTIONS: Include but are not limited to the following job specifications: 1) Schedule, supervise and direct the daily activities of all on-site staff. a. Recruit, hire, manage and provide feedback to employees to ensure community performance and adequate staffing. b. Prioritize, assign and monitor daily activities, service requests, and make-ready priorities, and renovation/construction projects. c. Conduct training, coaching and disciplinary action, as needed, per standards of the management company. d. Complete performance appraisals as scheduled and address employee coaching or employee relations matters e. Create an atmosphere of cooperation, enthusiasm, service urgency, teamwork, customer satisfaction, and professionalism among staff members. f. Supervise management of inventory system in conjunction with maintenance supplies and personnel. g. Responsible for managing staff schedules and controlling overtime. h. Conducts weekly meetings with staff members. 2) Responsibility of fiscal budgetary compliance to approved operation budgets. a. Complete budget preparation, and annual property inspection for same. b. Review interim financial statements weekly, manage purchases throughout the month to budget. c. Achieve budget goals regarding occupancy, expenses, and net operating income. d. Review monthly financial statements and report on any variance from budget. e. Negotiate for supplies and services with vendors and contractors to achieve best possible prices. f. Advise supervisor of any potential expense overages before they occur. g. Ensure all invoices are processed and/or posted on a routine basis per company standards. h. Control petty cash fund and/or purchase card usage. 2 i. Be knowledgeable and adhere to all pricing, purchasing and variance guidelines set forth in the management agreement for the property. j. Participate in owner operations/financial review conference calls and owner site visits as needed. 3) Compliance with management company personnel and operations policy and procedures and compliance to company standards. a. Stay up to date with current policies and guidelines, maintain policy manual as changes are effected, review and monitor policies with employees to ensure compliance. b. Inspect property daily to ensure a quality presentation of the community. c. Maintain resident relationships, take ownership of resident complaints and problems relating to service and lease provisions and work to swiftly resolve. d. Prepare and ensure timely and accurate submission of all reports per standard. e. Process new residents in accordance with the management company’s Statement of Rental Policy. f. Maintain records and resident files in an orderly and complete manner as specified by the management company’s policy. g. Collect rent, maintain account records, and make daily bank deposits per standard. h. Prepare timely legal action for eviction when necessary. Place accounts for collection per policy. i. Report any property emergencies to immediate supervisor (example, fire, hurricanes). Be prepared to manage the emergency according to company procedure. Complete incident report within 24 hours of knowledge and submit to your Regional Manager, HR Manager, and Sr. VP. 4) Provide effective marketing and communications, advise management of pertinent issues as related to the community, market, or other respective issues. a. Prepare advertising and marketing plan for the community and execute approved marketing plans. b. Show and lease apartments, handle telephone inquiries. c. Conduct periodic market surveys. d. Collaborate with Regional Manager to assess changes in rental market through analysis of customer traffic and rental records. e. Review website and advertising sources frequently, at least monthly for accuracy and updating. f. Complete and submit a monthly ILS audit to the Marketing Manager. g. Responsible for outreach marketing by visiting and connecting with local businesses. 5) Plan, promote and implement effective Resident Retention program. a. Communicate with residents through monthly community activities, regular resident recognition, follow-up on service requests (at least 20% per week) and continual promotion of resident services. Attendance will be required at all resident events. b. Organize and direct the lease renewal program by contacting residents at least 30 days in advance to schedule appointment for home visit, review of options and signature on renewal lease. c. Perform effective annual apartment inspections of each unit, including home visits with each renewal lease 6) Pass annual Fair Housing Training Course and all other assigned training classes.
ORGANIZATIONAL RELATIONSHIPS: Reports directly to the Regional Manager. Trains and supervises on-site personnel. Works with other site managers, other company employees, corporate office support, outside vendors and service providers.
OTHER REQUIREMENTS: Hours of Work: Basic schedule includes, but is not limited to, coverage of office during posted office hours. Manager is required to work at least one Saturday per month. Must be on call “24 hours” for resident emergencies or other property related urgent matters.
Travel: Overnight travel may be required for meetings and other training or company events.
Transportation: Must have a reliable vehicle to perform various management tasks and errands, including daily bank deposits. Must have proof of liability insurance for same. Valid Driver’s License.
AMOUNT OF OVERTIME: This position is exempt from overtime and may entail working hours as needed to perform the position requirements satisfactorily. This is not a 40 hour a week job.
SUPERVISORY RESPONSIBILITIES: Yes
FLSA STATUS: Exempt
PHYSICAL DEMANDS: Extensive mobility and good physical condition is necessary for this position. Must be able to perform the physical functions, which may include, but are not limited to: the ability to walk the property, including 4 flights of stairs, complete physical inspections, deliver resident communications, and show apartments. Must be able to lift a minimum of 60 lbs. to facilitate vacuuming, moving office furniture and lifting of supplies.
COMMUNICATION: Must be able to communicate effectively with residents, staff, supervisors, vendors, etc.
LANGUAGE SKILLS: Ability to read, write and verbally communicate in English.
WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. 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 occasionally exposed to moving mechanical parts, fumes, or airborne particles, toxic or caustic chemicals, outside weather conditions, and risk of electrical shock. Occasional exposure to bedbugs or pests that is common in the multifamily industry. The noise level in the work environment is usually moderate. May need to work outdoors in the climate of the region the property is located.
EDUCATION AND EXPERIENCE: High School diploma or GED required. Two years of college, or related business experience a plus. Presently or previously employed with a property management company as a Community Manager receiving satisfactory performance evaluations. 1 year or more experience as a Community Manager.
REASONING ABILITY: Must be able to apply principles of logical thinking to define problems, collect pertinent data, establish facts, draw valid conclusions and initiate appropriate course of action.
MATHEMATICAL SKILLS: The ability to add and subtract two-digit numbers and to multiply and divide with 10’s and 100’s. Ability to perform these operations using units of American money and weight measurement, volume and distance.
COMPUTER SKILLS: Microsoft Word, Microsoft Outlook, Microsoft Excel, OneSite knowledge preferred.
PRE-EMPLOYMENT TESTING: Successfully complete pre-employment psychological and basic skills exam, including interest patterns. Pass drug test and background check requirements.
RESIDENCY: Must meet the qualifications for residency in the community for which they have applied.
PERSONAL APPEARANCE: Dress, grooming and personal cleanliness standards contributes to the business image of Chandler Residential. A great philosophy to adhere to is to “Dress for the position you want, not the position you have. During business hours or when representing the company, you are expected to present a clean, neat and tasteful appearance. Refer to Employee Handbook for complete Personal Appearance Guidelines.
