Residential Manager

Job Description

The goal of the Residential Manager is to control the property’s expenses while maximizing the income of the apartment community. This position is responsible for meeting the company’s target occupancy, managing the day-to-day organization and operation of the office and staff while ensuring the cleanliness and repair of the property. The Residential Manager must follow all procedures and policies contained within the manuals and guidelines issued and/or communicated verbally or in writing by the company. While exercising discretion within company guidelines, the Resident Manager shall deal with a wide variety of situations (i.e. collecting fees and rents, promote increased rental revenue, maintaining the property, servicing resident’s needs, etc.)

Experience, Training and Education

Must have a minimum of one year experience in office administration, management and/or sales.

Must have a high school diploma or equivalency, with some college preferred.

Prior apartment management experience is preferred.

The ARM or CAM designations are preferred.

Physical Requirements

Depending on the specific needs of the day, be able to alternatively walk, stand or sit. Estimate 30% is spent sitting at a desk and 70% of time is spent walking or standing. There is a frequent need (66% to 100% of time) to perform the following activities:

Stoop/Bend/Squat: Filing and picking up litter

Climb Stairs: Inspect/show apartments and property

Push/Pull: Open/close doors and cabinets

Reach Above Shoulders: Store supplies and inspect property

There is a frequent need (66% to 100% of time) to perform walking and standing activities related to presenting and inspecting the property and to perform the following physical activities:

Turning/Grasping: Doorknob and telephone use

Finger Dexterity: Office equipment operation

Typing/Writing: Inter-office, corporate and resident communications

Carrying and lifting (i.e. deliveries, books, paperwork, files, and misc.)

Less than 10 lbs.: Frequent need (33% to 66% of time)

Between 10 lbs – 25 lbs.: Occasional need (1% to 33% of time)

Over 25 lbs.: Rare need (less than 1% of time)

Duties and Responsibilities

Operations and Administration

Makes daily updates and maintains accurate resident records.

Correctly completes paperwork in accordance with company guidelines.

Maintains courteous communications with co-workers, residents, prospects, public and vendors.

Operates the property within the approved budget guidelines.

Responsible for having 50% or more of vacant apartments ready at all times.

Responsible for having move-outs turned over and ready with 3-5 days after being vacated.

Issues appropriate notices when required (i.e. memos, late payments, evictions notices, etc.).

Maintains strict confidentiality of all Company Name resident and property reports and information and immediately reports any breach of integrity occurring at the property to the Regional Manager.

Maintains a key log for all keys that are checked out and safeguards all keys.

Signs and approves all invoices for payment after work has been inspected.

Responsible for creating employee work schedules to ensure that all work is completed in a timely manner without unauthorized overtime.

Insures that the leasing office is kept neat, organized and clean.

Enforces that staff cleanliness standards and proper dress codes are followed at all times.

Purchases and stocks all necessary common items while making sure that the property stays within the established budget guidelines.

Maintains the required office hours and is on-call and available for emergency situations.

Attends managers meetings and training seminars when scheduled.

Human Resource Functions

Provides new employees with a thorough introduction of standards to make sure that they understand the importance of their contribution to the community, what is expected of them, the importance of working safely and how they fit into the company team.

With supervisor approval, is responsible for the selection of new employees.

Responsible for all on-site employees, including but not limited to: supervising, training, delegating/directing, consulting (with supervisor approval), maintaining incident files (at main office), annual and 180-day performance evaluations, motivating/empowering, separations (with supervisor approval), and payroll reporting.

Record Keeping and Reporting

Notifies the supervisor of any possible substantial variation to the budget prior to incurring the cost and while working within the established budget.

Secures bids from vendors and prepares the property’s annual budget.

Maintains necessary records of all petty cash, ledger cards, resident files, maintenance requests, and transactions pertaining to the property and employee absences.

Uses only contractors that have completed a Contractor’s Application form, have general liability insurance and workmen’s compensation.

Meets the deadlines established by the supervisor and company calendar by submitting coded invoices and other paperwork to the office once to twice per week.

Documents emergency situations, incidents and accidents. During emergencies, assumes leadership, completes the proper reports and immediately contacts the Regional Manager.

Rent Collection

Ensures that daily bank deposits are made for all money collected.

Makes sure that all rents, NSF and late charges are collected.

Strives to collect 95% of all rent by the 10th of the month and have less than 1% delinquencies by the end of the month.

Collects charges for utility costs, repairs, replacements, and other necessary charges.

Serves 7-day pay or quit notices and late rent notices

Leasing Techniques

Assures that all Fair Housing guidelines and leasing policies are followed.

Welcomes prospective residents, determines their needs and preferences while professionally presenting the community and apartments and providing both benefits and features.

Is professional when using the telephone following procedures communicated or defined in the Operations Manual.

Follows up with prospects within 2-3 days.

Managers will be “shopped” periodically, by phone or in person, by unidentified shoppers who will report their experience to the Regional Manager. The “shop” may result in additional training and/or consultation.

Marketing

Stays familiar with the property’s competition by completing market surveys. Shops the competition once per month or as market occupancies dictate.

Maintains knowledge and awareness about trends in the local market and neighborhood.

Conducts weekly sales meetings to review reports, activity, follow-ups, and guest’s cards.

Completes traffic sheets and/or guest cards for all prospects that visit or call the property. Uses the information to ensure that appointments are set and that follow-ups are completed.

Creates a target list each week of apartments that are available for leasing.

Reviews all advertising to make sure they are current and correct.

Regularly reviews all flags, signage, banners and lighting around signage. Reports any issues or concerns to the Regional Manager.

On a regular basis, walks the vacant and market ready apartments to ensure that they are presentable and clean at all times.

Property Inspections

On a daily basis, inspects the property to ensure that the curb appeal meets company standards.

Inspects the condition of the exterior of the buildings on a regular basis looking at the railings, decks, stairs, patios, balconies, hallways, sidewalks, paint, exterior and interior lighting, fire extinguishers, mailboxes, etc. and ensures that all necessary repairs are made.

Reports any signs of deterioration immediately to the Regional Manager.

Inspects vacated apartments and determine and oversee what repairs and/or redecorating is required.

Resident Retention

Maintains a lease renewal program.

Contacts new residents and helps coordinate and assist in the move-in process to ensure that the resident is happy and comfortable.

Stresses courtesy and customer service to all staff when they have interaction with prospective and current residents.

Uses each resident interaction (i.e. paying rent, performing service requests, etc.) as an opportunity to increase resident retention and impress the resident.

Ensures that the majority of service and maintenance requests are completed within a reasonable time frame (24 hours or less). Conducts follow-ups to verify that the work has been completed to the satisfaction of the resident.

Applies the community regulations and rules fairly and consistently.

Promotes the public and residents good will by doing everything reasonable to accommodate them and retains the reputation and good name of the management company and apartment community.

Contacts residents who have given notice to vacate and makes every attempt possible to remedy any problem they might have in an effort to encourage them to stay.

Participates in the coordination of events sponsored by the community.

Begins the renewal process 120 days prior to residents’ lease expiration date.

Required Skills, Abilities and Other Qualifications

Able to rationally think beyond a specific set of instructions.

Ability to apply principles of logical thinking to a variety of practical situations.

Able to demonstrate legible penmanship and accurate typing skills.

Accurately follow standardized procedures that may occasionally call for minor deviations.

Able to correctly deal with lease documents, keep accurate records and prepare paperwork.

Ability to capably work at a fast pace doing multiple tasks while performing duties under pressure and meet deadlines in a timely manner.

Ability to interact and communicate with residents, visitors, other site employees and the public in a pleasant and professional manner.

Able to work with figures in the preparation of bank deposits.

Able to compute rental amounts, discounts, prorates percentages and complete basic math computations.

Possess good customer service skills and be able to resolve prospect, vendor and resident problems.

Be able to interact with all types of people using good communication skills. To be able to speak in a professional phone manner while projecting an outgoing personality and have the sales capability to lease apartments.

Able to capability operate office equipment (i.e. copy and fax machine, telephone, calculator, typewriter, computer, vacuum, etc.) and be computer literate or be willing to be trained.

Able to lead, direct and resolve employee disputes using good supervisory skills.

* Pay is based on experience

Benefits:

401(k)

401(k) matching

Dental insurance

Health insurance

Life insurance

Paid time off

Vision insurance

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