Community Manager – Full Time
Lease Up – Student Housing
Location – Los Angeles, CA
About the Position
We’re looking for a Community Manager to manage our brand new student housing property located next to the University of Southern California (USC) Campus, who will use their passion for people to build a team of relationship builders who have a strong drive for customer satisfaction and for the organization’s revenue goals. The Community Manager is accountable for the performance of the asset, including operations, financial success and revenue targets, while providing the exceptional customer experience and fostering a strong cohesive culture within their staff and a high satisfaction amongst the residents of their property.
Key attributes in our next team member:
- Highly Engaged; “all-in” mindset, driven
- Critical thinker and creative problem solver
- Solution-oriented
- Excellent time management and organizational skills
- Motivator
- Powerful Communicator
- Works well under pressure and tight deadlines
The Day-to-Day:
Staff Development and Leadership:
- Actively recruits, hires, trains and develops all team members in accordance with the properties brand and Elsey Holdings values.
- Exemplifies customer experience mindset when working with customers, team members, and external partners.
- Ensures the team members are familiar with relevant housing application and assignment procedures, the features of the community, and that they are assigned to assure sufficient office coverage.
- Holds all team members accountable for delivering exceptional customer experience, following Fair Housing policies, meeting revenue, sales and financial goals.
Property Administration:
- Escalates relevant information to the Director of Operations for notification and/or resolution.
- Responsible for the management and escalation of any emergencies that happen on property 24/7.
- Creates and communicates on-call schedule for after-hour response for all management team members, including themselves as the primary responder on a rotating basis.
- Reports on any key performance indicators, identified by corporate.
- Accountable that data files and information submissions are accurate and timely and report on key performance indicators.
Annual Property Turn:
- Proactively plans and executes the turn process to ensure all team members and vendors have clear goals and expectations, including working onsite 7 days per week or as required to meet all deadlines.
- Takes the lead in assuring all customers have a positive experience and remains available to manage any concerns that might arise.
- Ensures that the assignment, transfer, check-in and check-out process is executed in accordance to policy.
- Verifies that all units/common areas are made-ready and meets Elsey Holding’s standards for resident occupancy.
- Forecasting and managing financial performance including personnel management, overtime hours, and vendor contracts.
Sales:
- Collaborates with the Leasing Manager to identify sales issues, develop sales strategies and ensure revenue targets are met.
- Solves customer feedback concerns, and escalates, when necessary to the Regional Manager.
- General community knowledge (number of buildings, unit mix, physical amenities, location, university relationship, etc.)
- Market (all information contained in market survey) and can compellingly communicate their assigned community’s value proposition relative to peer assets.
- Content and administrative processes of the Application, Housing Agreement, Assignment process, Community Policies, utilization of Property Management Software and various Addenda.
- Provides property and amenity tours to customers, as needed.
- Accountable for achieving revenue targets including: overall market rates, gain to lease, loss to lease, concessions, leasing velocity.
- Frequently utilizes sales reports to identify key performance indicators and proactively address issues as they occur.
- Ensures that weekly market surveys are conducted and verifies that they are reported accurately.
- Implements and maintains Elsey Holding’s customer experience philosophy including but not limited to: brand integrity, reputation management, resident events, work order management, turnover, hiring and developing staff with a customer experience mindset.
Facility Management:
- Follows Elsey Holding’s corporate policies to select, supervise, and review all contractual services.
- Regularly inspects grounds, interior and resident amenities / general common areas to ensure that the facilities comply with all codes and company standards.
- Accountable for property curb appeal and overall appearance of building exterior, common areas, amenities, and apartments.
- Identify capital deficiencies and react promptly with a capital request.
- Ensure that building and system permits are up to date.
- Manage inclement weather per policy and procedure.
- Lead and manage quarterly inspections per policy.
- Keep an accurate inventory of vacant units and conduct a monthly inspection of each.
- Ensures general and preventative maintenance are completed timely and to Elsey Holding’s schedule and standards.
- Reviews that all work-orders are being properly documented and completed in accordance to policy.
- Oversees security of the property including security/courtesy officers.
- Reviews and manages service team budgets, and determines areas of opportunity.
Financial Performance:
- Prepares annual property budgets to encompass all areas including maintenance and capital projects, marketing, payroll, and other budgetary items.
- Manages property expenditures in accordance with the budget, including invoices for payment, and makes recommendations for more efficient use of budgeted funds.
- Appropriately submits a variance request to direct report for approval per policy.
- Reviews and approves bi-weekly payroll.
- Pro-actively looks for additional ways to add revenue and/or reduce expenses to enhance Net Operating Income while maintaining the customer experience.
- Works collaboratively with property accountant to prepare monthly financial accounting, reporting, and explanation of variances.
The responsibilities listed above are not all inclusive.
Qualifications:
- College degree and three years property management experience preferred, or an equivalent combination of educational and professional experience.
- At least three years of supervisory experience of three or more full-time staff is preferred.
- Willing and able to work flexible hours, and up to seven days per week during peak times.
- Prior experience in a customer-oriented management role is strongly preferred.
- Commitment to excellence and high standards, with acute attention to detail.
- Excellent written and verbal communication skills.
- Strong organizational, problem-solving, and analytical skills.
- Works well independently and as a member of a team.
- Proficient in Microsoft Office and Property Management Systems.
- Handles multiple, complex projects, with minimal guidance, prioritizes effectively, and meets deadlines.
- Ability and willingness to travel periodically.
Salary: $75,000.00 – $100,000.00 per year
Bonus: Additional Income Potential up to $40K. 100% occupancy bonus as well as monthly NOI bonus based on property financial performance.
Benefits:
- Dental insurance
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Paid time off
- Professional development assistance
- Relocation assistance
Experience level:
Schedule:
