Community Manager

QuadReal Property Group•Calgary, AB

1d•Onsite

About The Position

The Community Manager is responsible for the overall performance of the property and plays an integral role in the successful operation of a residential property. This includes, but is not limited to marketing, administration, expense control, income maximization, physical maintenance of the building(s) and surrounding property, and daily management and training of support staff. All this is done with the goal of providing resident satisfaction through the delivery of excellent service to all residents at all times.

Requirements

3-5 years of experience in an administrative role or Property Management
Ability to communicate with co-workers and supervisors effectively and professionally, both oral and written
Strong attention to detail, problem-solving, and follow-up is required
Must be a self-starter with high degree of initiative, flexibility, and professionalism
Superior ability to develop and sustain cooperating working relationships with staff, contractors, the public and especially residents
A passion for excellence in customer service delivery
Ability to work flexible hours
Knowledge of Yardi Voyager and MS Office (Word, Excel, Outlook, and PowerPoint)
Familiarity with smartphone and tablet technology

Nice To Haves

Experience leading teams preferred
Post-secondary education preferred

Responsibilities

Oversee and participate in the full leasing process; providing training and support to teams as needed
Maintain a comprehensive and up-to-date knowledge of the property, including availability of suite types and layouts, common areas and amenities of the building and value-added services provided, and act as a resource interdepartmentally as a subject matter expert on the property
Ensure rental applications are complete and information is accurately entered into Yardi
Conduct background checks, credit checks, and ensure timely notification is provided to all applicants of the application status
Facilitate the signing of all leases, schedules, assignments and addendum forms utilizing Yardi Voyager and Rent Café
Actively manage the renewal process and retention program with existing residents
Assemble and provide move-in packages to new residents using Yardi Voyager and Rent Café
Execute and provide input to the overall property marketing and leasing plan to meet the Key Performance Indicators (KPIs) of the property and budget
Conduct regular market surveys, analyzing competition, and identifying market trends for the purpose of providing input and recommendations on pricing and strategy
Provide feedback and recommendations to Area Manager on rental rates, promotions and overall market conditions with a view to maximizing revenue at the property
Establish and maintain relationships with community organizations, including local businesses that may add value to the resident experience or result in increased traffic to the property
Issue and deliver notices such as: Violation Notice, Notice to End Tenancy, Notice to Enter, Notice of Renewal, by an approved method of service
Maintain all resident information received in accordance with privacy rules and regulations
Review weekly availability reports in Yardi Voyager
Review monthly property reports and report variances in Yardi Voyager
Assist with any Investment Management analysis and reporting in Yardi Voyager as required
Ensure timely and accurate completion and entry of all leasing documentation, including application forms, Tenancy Agreements, renewal agreements and other supporting documentation in Yardi Voyager and Rent Café
Train, supervise, and coach site staff at property; ensure quality and efficiency of work
Motivate and develop site staff, managing performance to expectations and established standards
Be responsible and accountable for the supervision and activities of the team
Recognize and reward for exemplary performance as it occurs, share successes with your team and provide for the opportunity of succession planning of your team
Ensure the effective monitoring and control of all building access including cylinder lock and electronic systems
Maintain thorough knowledge and understanding of emergency procedures including fire, flood, and mold remediation for all staff
Secure laundry rooms, recreation areas, locker rooms, and other common areas at designated times
Ensure administrative support is completed as required, including courier & mail handing, maintain resident and contractor contact information in Yardi Voyager
Ensure maintenance of office and kitchen supplies, document scanning, photocopying, etc.
Answer all incoming telephone calls and emails, including resident service requests, and issue to maintenance team members and/or service providers via Yardi Voyager
Provide administrative support for the Assistant Community Manager including preparation of notices and other resident correspondence
Enter and receive purchase orders in Yardi Voyager
Professionally and courteously handle all inquiries, feedback, complaints, or concerns
Uphold QuadReal’s mission, vision, and values serving as a brand and cultural ambassador for our residents, co-workers, vendors, and the public
Ensure a high level of resident relations is maintained through regular contact and proactive attention to resident needs
Foster a strong customer service culture amongst all staff
Complete rent collection, striving for zero arrears each month
Record all transactions in Yardi Voyager and deposit money in the bank as required
Monitor aged receivables report weekly for delinquency and assist the Assistant Community Manager with collection of delinquent rents
Serve all legal documentation pertaining to non-payment of rent and/or further landlord/resident process or litigation as directed and in compliance with Residential Tenancy Act
Administer any required Residential Tenancy Act province specific documents, and process all legal actions as per the provincial guidelines
Ensure that all outstanding debts are sent to collections following QuadReal procedures
Actively monitor deficiencies in suites and common areas and produce work orders as required in Yardi Voyager
Educate residents on availability of Rent Café portal to enter work orders
Enter work orders into Yardi for existing residents as necessary
Ensure resident satisfaction and external contractors are compliant to work order requests
Conduct annual, periodic and pre-move out suite inspections and coordinate maintenance required as appropriate
Coordinate reservations of elevators for move-ins and move-outs
Inspect all vacant suites weekly to ensure suites are in optimal condition for showings/appointments
Review suites on turnover and complete a scope of work consistent with established policies and procedures
Follow-up to ensure all deficient items identified are addressed in a timely manner
Review and evaluate repairs and maintenance requests to ensure they meet budgetary and operational expectations
Responsible for opening and locking suite doors for maintenance and service personnel when entry by the resident has been authorized
Ensure preventative maintenance is scheduled and completed
Understand and adhere to QuadReal’s Health and Safety policy
Ensure compliance with all legislation, including but not limited to: The Residential Tenancies Act, Fire Code and Occupational Health and Safety Act
Comply with regular fire and life safety standards including monthly testing and annual drills
Ensure all vendors and contractors comply with the established health and safety policy, and immediately report any infractions, hazardous conditions, or damaged equipment