Property Manager - MultiFamily Community

Job Description

Job Description

Position Purpose:

The Property Manager is responsible for the overall operational and financial success of the residential property and to exceed Madison Parke’s Standard of Service as it relates to resident and client satisfaction. The Property Manager will take a proactive approach in problem solving when the performance of the property falls below our standards. The overall goal is to maintain the building(s) to the highest of standards, to achieve tenant/resident satisfaction and to meet client expectations.

Duties and Responsibilities

Financial:

• Maintain an average of no more than 2% bad debt by the end of each accounting month‐end.
• Oversee all aspects of leasing procedures to meet/exceed the budget established for the property by meeting occupancy and rental rate goals.
• Prepare and monitor budget and manage expenses within budget through inventory control and purchasing procedures.
• Report payroll, bonuses and commissions accurately and timely, including proactively monitoring and managing overtime.
• Promptly collect and post all revenue and when necessary, immediately mail to Madison Parke or to the bank any payments that cannot be processed electronically on site.
• Follow up with any delinquent accounts, pursue collections and initiate any necessary eviction proceedings according to established procedures.
• Responsible for the management and collection efforts related to previous resident balances adhering to company policy and procedure.
• Inspect units during move in and move out, ensuring that the appropriate deductions are taken from security deposits.
• Complete Final Account Statements according to established procedures.
• Assess and post all charges associated with service requests, late charges, etc. and generate notices to the residents for such charges.
• Issue purchase order numbers and track purchases from order through invoice accurately and in a timely manner and adhere to all other compliance requirements as they relate to AppFolio.
• Appropriately monitor and utilize the property's petty cash fund.

General Administrative / Office:

• Serve as a positive representative of the property, the Management Company and clients at all times.
• Conduct weekly team meetings to promote collaboration and teamwork and to ensure the entire team stays well informed of current projects and priorities.
• Maintain a professional image, positive attitude and adhere to dress code and uniform requirements. Ensure all employees are doing the same.
• Communicate frequently with Leadership on vital needs of the community.
• Enforce lease and other government rules and regulations, including Fair Housing laws, building safety, health codes and local ordinances.
• Ensure all reports are completed on time and accurately.
• Confirm that all work is inputted into the software system in a timely manner.
• Maintain the property’ s business/leasing office in a neat, orderly and businesslike manner at all times with regularly scheduled office hours per established procedures.
• Use all company equipment in a responsible manner and in accordance with its operational guidelines.
• Attend scheduled management meetings and complete all required training.
• Report all liability and property incidents to the corporate office immediately. Ensure that all workers’ compensation claims are reported and proper paperwork is completed.
• Complete any pertinent safety checklists and/or inspections.

Management, Recruiting and Employee Development:

• Interview and screen potential on‐site employees and make hiring recommendations as needed. 
• When vacant employment positions exist, it’s of utmost importance for this process to happen quickly so as not to affect operations.
• Interpret and apply personnel policies, departmental policies, and other relevant policies and procedures.
• Review time and attendance reports of assigned employees.
• Evaluate employee performance, prepare and review performance appraisals and discuss with employees as appropriate, including terminations, when necessary.
• Train and motivate employees by communicating company philosophy, policies and procedures.
• Conduct orientation for employees, encourage continued education and ensure training requirements are met.
• Achieve a high level of employee retention by motivating employees, promoting teamwork and empowering team members to achieve a common goal.

Customer Service, Leasing and Marketing:

• Maintain an average closing ratio of 25% or greater and ensure the leasing team achieves the same goal.
• Maintain a no less than an average of 80% on employee shopping reports and ensure the leasing team achieves the same goal.
• Meet and exceed budgeted occupancy goals for the property by showing vacant apartments utilizing professional leasing procedures and maintain a high level of continued occupancy by leasing apartments in a timely manner and in coordination with the Director of Leasing.
• Ensure that all amenities, clubhouse, leasing office and “show units” are inspected on a daily basis to ensure a ready and quality product and presentation for our customers. Personally inspect these areas on a weekly basis to ensure company standards are adhered to.
• Post ads and/or ensure ads are being posted to Craigslist via Marketing Center no less than three times per business day and in accordance with established procedures.
• Monitor all social media and respond to all reviews according to company policy.
• Review all advertising sources, including property website, on a weekly basis and immediately resolve any discrepancies or areas for improvement.
• Write rental advertisements when necessary, obtain prices and place advertisements (with Regional Property Manager’s approval) in the appropriate publications for best exposure for the community.
• Conduct market surveys monthly and provide trend report. Shop competition and be aware of neighborhood market conditions.
• Effectively manage incoming leads in coordination with the Director of Leasing
• Management leads are followed up with according to company policy.
• Within 24 hours, reply to and follow up with prospective residents who have expressed an interest in the community by contacting them via phone, email, text and/or in writing.
• Answer all incoming telephone calls promptly, energetically and professionally; strive to assist the customer independently.
• Stand and greet all walk‐in customers with an energetic and friendly attitude at all times.
• Ensure that all postings within the community are branded and professionally displayed (no taped up signs).
• Check references and other necessary information on prospective resident applications through established and approved credit and criminal investigative criteria.
• Complete Lease and Renewal Agreements and all other required lease packet addendums.

General Repair and Maintenance Including Grounds Maintenance:

• Ensure service requests are responded to within 24 hours and communicate with the resident when the issue cannot be resolved in a timely manner.
• Physically walk and inspect property on a regular basis, including vacant units.
• Conduct property inspections, including move in, housekeeping, and grounds in order to assure adherence to established standards.
• Oversee maintenance of the grounds, trash container areas, and common areas. Do not allow any trash or debris to accumulate.
• Oversee all work associated with the upkeep and maintenance of the building and grounds.
• Inspect and ensure all vacant apartments are cleaned and made ready for showing and occupancy in a timely manner, being mindful, too of the established monthly budget for make ready turns.
• Log all resident service requests, dispatch maintenance personnel promptly and ensure service requests are closed immediately upon completion. Report warranty items to the appropriate maintenance companies and follow up for prompt repairs.
• Ensure a preventative maintenance program is completed and documented for resident apartments, vacant units, common area spaces and equipment.
• Be available at all times either personally, or through other site personnel, for emergency calls.
• Maintain any required OSHA and MSDS records.
• Maintain and document community owned equipment, materials and tools in a neat and orderly manner at all times.
• Ensure that the maintenance shop is maintained in a neat, organized manner and is free of clutter and debris.

Resident Relations:

• Diligently and proactively contact residents who have expiring leases, encouraging them to renew. Maintain a resident retention ratio of 40% or greater.
• Communicate information to residents with well‐written and professional notices.
• Communicate with residents verbally and in writing any notices regarding compliance to rules and regulations when a violation occurs, including delinquent payments.
• Refer residents with special problems, such as economic, social, legal, health, etc. to groups or agencies that provide assistance.
• Develop a resident retention program including maintaining a monthly calendar of resident activities, assist in and attend resident activities.
• Ensure new residents are properly moved in and complete the move‐in inspection form.
• Ensure departing residents are properly moved out and all paperwork is completed including final account statements and collection packets.
• Initiate and implement policies/procedures to address resident concern, such as service requests, noise complaints, etc., promptly and professionally.
• Recommend eviction if resident behavior warrants and prepare related documentation to support recommendation.
• Schedule and complete customer surveys in order to identify resident needs, assess quality of services, etc.
• Participate in any court hearings and/or appeals as needed.

Skill Requirements

• Thorough knowledge and understanding of property management policies and procedures.
• Experienced in property financial analysis with the ability to read and understand financial reports.
• Proficient in computer skills, including Microsoft Office products.
• Possess strong multi‐tasking and organizational skills.
• Have a complete understanding of Fair Housing and knowledge of other laws that apply to property management, such as Fair Credit Reporting Act, Americans with Disabilities Act, Landlord Tenant Law, OSHA Standards, local and state building codes.
• Communicate effectively, both verbally and in writing.
• Able to perform at high levels in a fast‐paced work environment and successfully adapt to changing priorities and work demands.
• Possess excellent conflict resolution skills, with the ability to address difficult or sensitive issues in a compassionate yet straightforward manner.
• Able to establish and maintain effective working relationships with peers, superiors, residents, community service agencies and the public.
• Skilled in analyzing situations in order to identify problems and offer possible solutions.
• Skilled in communicating with all types of people in a wide variety of situations.

Position Requirements

• Education: Associates or Bachelor’s degree in Marketing, Business or Property Management preferred. Real Estate license preferred. 
• Experience: A minimum of three years of residential property management experience as MultiFamily Residential Manager or related position within the industry.
• Physical: Ability to lift, push and pull up to 40 pounds.
• Valid driver's license and reliable, personal automobile for local job related travel.
• Certified Apartment Manager (CAM) or Accredited Resident Manager (ARM) a plus!

We are a growing property management company that specializes in luxury multi-family and HOA/Condo buildings in and around Philadelphia.

Company Description

We are a growing property management company that specializes in luxury multi-family and HOA/Condo buildings in and around Philadelphia.