Community Manager

The Community Manager’s primary focus is to ensure that revenue and profit targets are met, outstanding service levels are provided and asset value is protected and enhanced. The Community Manager is responsible for the successful day-to-day management of the property and will lead, guide and motivate property staff and monitor performance and results. The Community Manager will ensure that all property staff comply with company employment and safety practices and local and federal laws and regulations. The Community Manager will promote a strong service culture and successful teamwork. The Community Manager will strive to achieve the goals of Shea Apartment Communities and maximize the return on the owner’s investment. Regional Managers will assign other duties as necessary.

• Supervise the daily opening of the leasing office and inspection of models, market window, and “rent ready” vacants to ensure they are presentable in accordance to established standards. Maintain office in a professional manner.
• Attend monthly CM meetings.
• Ensure resident service satisfaction targets are met and design and implement resident retention programs in accordance with Shea Apartment Communities goals.
• Resolve resident complaints and direct complaints to the Regional Manager when appropriate.
• Ensure daily process chart is created and followed.
• Manage monthly third-party billing reports and delinquency control.
• Initiate or ensure the initiation of all necessary evictions, preparing copies, and forwarding all appropriate paperwork for legal evictions, or other legal proceedings, ensuring all eviction and legal proceedings are followed through to completion.
• As directed, “shop” competition to determine sales technique, strategy and merchandising. Report findings to Regional Manager and share information with on-site staff.
• Maintain proper accounting of all petty cash and special event funds.
• Ensure leasing team is productive and successfully meeting/exceeding leasing targets. Review Leasing Fundamentals and all aspects of the sales process, LTS, Yieldstar, and Vaultware and report to the Regional Manager.
• Supervise and provide leadership, support and direction to the staff. Resolve associate related issues and support team cohesiveness with positive and open communication.
• Oversee and/or conduct effective weekly sales “Leasing Fundamentals” meetings.
• Administer the Lease Renewal program.
• Prepare annual reviews and develop bonus goals and objectives.
• Conduct effective Monthly Staff and Safety Meetings
• Participate in staff selection process. Recruit, hire, and train all on-site staff under the approval and direction of the Regional Manager.
• Support industry networking and encourage direct reports to participate in industry association functions.
• Coordinate site advertising with Marketing Department and Regional Manager. Continually review and monitor advertising accuracy and productivity.
• Ensure accuracy of resident move-out accounting summaries utilizing the Statement of Deposit report within the time frame designated by existing Code. Consistently audit vendor bills for services in order to be fair and consistent to resident while achieving maximum performance and value from vendor. Approve and code invoices in Avid on a daily basis.
• Ensure leasing team is receiving timely and meaningful feedback and direction. Listen to calls, provide encouragement and recognition and review and sign-off on Leasing Fundamentals weekly.
• Support and motivate staff to participate in company sponsored classes and training. Ensure compliance with all mandatory training.
• Handle on-call duties, per policy and schedule for property.
• Identify training needs and mentors; ensure new hires receive the appropriate mentoring, development and onboarding.
• Manage the rent collection process in a timely manner and implement the legal process adhering to established standards and procedures. Supervise the control of delinquency and collection of funds. Ensure integrity of reports and processing of all legal notices (3 Day, Covenant or Quit or 30 and 60 days) in accordance with State Code and policy and procedure.
• Review Yieldstar pricing each morning and submit recommendations.
• Conduct a successful morning lineup and ensure all team members have the information they need to effectively perform their jobs.
• Supervise and provide support and direction to the staff. Resolve associate related issues and support team building with positive and open communication.
• Prepare annual budgets. Develop and administer the capital and operating budgets for the property. Complete monthly variance reports in an accurate and timely manner. Complete monthly revenue and expense reprojects.
• Assist in the recruitment and hiring of all positions and ensure new associates make a successful transition into the organization.
• Review work orders call back and warm calls.
• Supervise the review and approval of all applications for move-ins in a fair and consistent manner in accordance with Fair Housing requirements and Shea Apartment Communities’ policy. Oversee the maintenance and archival of resident files.
• Ensure insurance and contract requirements are met on vendors in accordance with Shea Apartment Communities policy.
• Negotiate and resolve conflicts.
• Through regular property walk inspections and follow-up, oversee the physical condition and appearance of the property and strive to enhance the value of the apartment community by maintaining a hazard-free environment, while considering the best interests of the community. Conduct bi-monthly audits office audits and monthly exterior property inspections.
• Conduct monthly goal meetings with individual associates and provide feedback and direction.
• Assist in the recruitment and hiring of all property positions and mentor new team members.
• Complete and approve Purchase Orders in accordance with company policy and procedures.
• In conjunction with the Regional Manager and Marketing Department, develop, implement and maintain a comprehensive marketing plan for the property. Prepare reports identifying competition rental rates, concessions, promotions and property changes. As directed, conduct off-site marketing to provide area businesses with information and increase traffic and occupancy.

The Community Manager works on-site at an apartment community and interfaces with external/internal customers, residents, and vendors on a regular basis. The position work schedule varies depending on the property. Hours are usually scheduled from 9 a.m. – 6 p.m. However, office staff is expected to report at 8:50 a.m. for staff line-up. Saturday and/or Sunday work schedule may be required depending on property occupancy. The Community Manager should be flexible and readily available depending on the needs of the property. Must be able to travel, if needed, 10-25% of the time.

Technical/Professional Knowledge

• Minimum two to five years property management experience – depending on number of units.
• Understand marketing concepts; ability to analyze data and write reports.
• Outstanding customer service skills and experience required in at least one of the following industries: property management, hospitality, retail, or real estate.
• Must be bilingual Mandarin / English.
• Understand accounting principles and budget process. Ability to read and interpret numerical information.
• Effective oral and written communication skills; ability to give clear direction and respond to inquiries. Must be able to speak effectively before groups of customers or associates of the organization.
• Effective sales and sales management skills.
• Prior experience supervising, training, coaching, counseling, developing, motivating, interviewing, hiring, terminating; ability to effectively lead by example.
• High School Diploma or equivalent required. Two or four year college degree preferred. CCRM, ARM, or CAM designation(s) preferred.
• Proficient with Microsoft Office products (Word/Excel/Outlook) and Yardi preferred.
• Possess management skills including supervisory, planning, organizing, and coordinating tasks.