Community Operations Manager

The Operations Manager position is a critical position for the Orsini Operations.

As the Operations Manager, you are a team builder and leader who provides support, mentorship and direction to ensure high level of Employee and Resident Engagement.

You are responsible for meeting the Owner’s asset performance expectations within your assigned Community by achieving revenue growth, occupancy 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 Experience and Leadership:

• Provides leadership for the Community by setting a Service Excellence standard and inspiring the teams to achieve it.
• Oversees the day-to-day financial, sales, marketing, maintenance and operations of the Community.
• Promotes regular communication and transparency within the Community through daily huddles, regular team and one-on-one meetings.
• Manages Move-In and Move-Out experience provided by the Community and the overall resident engagement.
• Promotes and upholds company values, employee promise, policies, and initiatives.
• Efficiently handles resident requests and concerns.
• Focuses on identifying the challenges early and use it as an opportunity to develop the team and take corrective measures as necessary.
• Empowers employees to solve problems and achieve goals through immediate resolution by training the team on how to prevent the challenges in the future.
• Selects, hires, trains, coaches and provides feedback to the team to deliver Service Excellence.
• Owns the employee experience, drives employee satisfaction and elevates team behaviors.
• Establishes a learning culture and maintains a strong connection of the community team to GHP.
• Provides reinforcing and developmental feedback to direct reports on a regular and timely manner.
• Performs comprehensive annual reviews of all direct reports, and ensures all staff reporting into your region are receiving adequate reviews. Creates personal goals for individuals.

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• Sales and Marketing:

• Monitors and drives rental activity including traffic, move-ins, move-outs, closing ratios and notices to ensure financial performance requirements for assigned Community are being met.
• Demonstrates understanding and knowledge of the competitive property markets and ensures Leasing Team is up to date on opportunities and areas of focus.
• Regularly conducts market analysis and develops leasing and pricing strategy accordingly.
• Manages all Marketing activities within budgetary guidelines to maintain and exceed occupancy requirements.
• Manages all Reputation Management activities including Yelp, Apartment Rating, Facebook, Instagram and other social platforms to meet the GHP expectations.
• Develops and oversees an on-going resident retention program, including resident events.
• Creates an outreach and networking strategy to generate leads within the local market.

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• Financial Performance

• Maintains fiscal oversight and is responsible for YOY revenue growth, income maximization and expense control for the Community.
• Manages rent collection, through delinquency management and taking preventative steps to reduce evictions and write-offs.
• Ensures that resident notices are delivered within established guidelines and are in compliance with related Fair Housing law.
• Proactively monitors Community performance and creates action plans to address opportunities and demonstrate positive trend.
• Participates in the development of budget reporting and projected annual variances from budget.
• Participates in the preparation of annual operating and capital expense budgets for approval.
• Assists with payables/receivables and other accounting activities, including accounting month-end.
• Collaborates with Corporate Collections team on collection efforts.
• Reviews and approves vendor invoices ensuring these are inspected for vendor delivered services, confirmation of negotiated price and budget compliance.
• Works closely with the Accounting team on month-end activities to ensure financials are accurate and accounting activities have been completed by the Community.

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• Operations
• Conducts daily walks to ensure compliance in all facets of the Community performance to ensure that the property consistently meets GHP standards, including curb appeal, cleanliness, asset preservation, state of repair, safety and security standards.
• Conducts weekly/monthly property walks with Regional Managers and Regional Maintenance Managers to ensure Community compliance with the GHP standards.
• Regularly audits property onsite files to ensure proper resident qualification and screening processes are being followed in accordance with company policy and procedure.
• Acts as final approval for resident Lease Agreement and escalates the case to the Corporate team if necessary.
• Manages compliance with Fair Housing laws and regulations through regular team communication and training.
• Manages compliance with OSHA standards on a daily basis.

CORE COMPETENCIES

• Customer-Centric – Put the customer, both internal and external, at the heart of everything.
• Leadership - Has an ability to inspire and lead others to goal achievement through day to day interaction.
• Analytical - Regularly makes decisions and solved problems by analyzing information and evaluating results to choose the best solution and solve problems.
• Business and Financial Acumen - Must be able to synthesis complex financial information and interpret financial results.
• Communication - Communicates with Supervisors, Peers, or Subordinates providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• 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.

PROFESSIONAL REQUIREMENTS

• 1-3 years managing a resident apartment community of 200+ units experience as a Community Manager and/or Property Manager within a 150-200+ unit community with 1-year experience as Leasing Manager or similar sales and marketing role within Property Management.
• 1 year experience with financial budget development for the community
• 1-3 years’ experience using industry software such as Pop Card, Yardi or equivalent Property Management software, Resident Screening Software and intermediate level user of business applications such as MS Office (Word, Excel, Powerpoint)
• Associates Degree in Business Administration and/or ARM or CPM certification required. Bachelors’ Degree or higher preferred.
• 2-3 years experience managing a team of 6 or more team members.
• Strong working knowledge Fair Housing requirements

PHYSICAL REQUIREMENTS:

• Frequently move/traverse, ascend/descend stairs in/around apartment homes and community
• Constantly operates computer and other of