Resident Manager

Flats•Minneapolis, MN

10d•Onsite

About The Position

The Resident Manager at The Hall Lofts, a 358-apartment community, is accountable for onsite operations centered on the resident life cycle. The role manages the resident experience from the first tour through move-out, with the goal of achieving the highest possible resident satisfaction. The Resident Manager trains, mentors, and develops the team and helps meet owner and partner performance goals, including the operating budget and marketing plan. This position supervises and trains leasing consultants and reports to the Property Manager. The position is fully onsite, Monday through Friday; hybrid and remote work are not available. The role is based in a professional office environment within the community and involves regular talking and listening, as well as frequent standing, walking, handling or feeling objects, and reaching with hands and arms.

Requirements

A bachelor’s degree or designation in a related field; two years of management experience may be considered in place of a degree.
Two to three years of experience in multifamily leasing or property management.
Background in customer service and team leadership, with a proven track record.
Knowledge of landlord and tenant law.
Excellent attention to detail and organizational skills.
Strong computer skills, including Yardi and Microsoft Office 365 (Excel, PowerPoint, Word, and Teams).

Nice To Haves

Experience with Willow Bridge, Greystar, Cushman & Wakefield, Sherman Associates, Stuart Co., or a similar operator.

Responsibilities

Conduct business in line with company policies and procedures and maintain appropriate resident communications.
Maintain accurate property records, including lease agreements, applications, renter’s insurance, and related documentation.
Immediately report liability and property incidents to the Property Manager and ensure incident reports are filed according to best practices.
Maintain the leasing staff schedule and approve payroll based on business needs.
Hire, onboard, train, motivate, supervise, and, when necessary, terminate onsite leasing team members in collaboration with the Property Manager.
Conduct annual performance reviews and approve timesheets.
Lead ongoing office staff training on paperwork, workplace safety, and other topics as needed.
Prepare daily, weekly, and monthly reports on leasing activity and operations.
Build a strong customer service culture.
Guide the leasing team to meet business benchmarks for reputation management, social media, the website, and internet listing service engagement.
Monitor customer experience surveys, celebrate successes, identify improvement areas, and work with the team to implement solutions.
Conduct physical property inspections to maintain curb appeal.
Manage the make-ready process with the Chief Engineer to support a positive move-in experience.
Work with service teams to resolve problems quickly and own the resolution of resident complaints.
Organize and coordinate resident engagement events.
Give informative, personalized tours that convert into new leases.
Hold personalized renewal conversations to understand residents’ current and future needs and secure renewals.