Community Manager - The Standard at Knoxville

The Community Manager is responsible for every performance metric by which an asset is deemed successful. This role will directly manage site team members to achieve established financial and budgeted occupancy targets, provide exceptional service to residents and prospects, and ultimately enhance the value of the asset. To be successful in this role, you must be an effective leader and be able to manage multiple tasks simultaneously.

Reports to: Regional Director - Operations
Direct Reports : Associate Community Manager, Resident Services Manager, Leasing & Marketing Assistant, Community Ambassador(s), Maintenance Supervisor, Maintenance Technician(s), Groundskeeper/Porter(s), Housekeeper(s)

Responsibilities:
The duties listed below are an outline of the Community Manager's responsibilities and should not be considered an all-inclusive list. As the needs of the community change, these duties may be modified as needed.

Team Management

• Develop constructive and cooperative working relationships with others and maintain them over time to provide guidance and direction to your team by setting expectations and monitoring performance.
• Identify individual development needs and coach, mentor, or otherwise help your team improve their knowledge or skills.
• Manage performance concerns, disciplinary action, and conflict management issues with HR.
• Hold daily staff meetings and weekly 1:1s.
• Recruit, interview, hire, and promote employees.
• Submit bi-weekly timesheets for payroll processing.
• Prepare annual staff performance reviews.
• Delegate and complete tasks as necessary when there is a staff vacancy or scheduled PTO or leave of absence.

Financial Management

• Analyze financial reports to determine state of operations, maintain expenditure controls, and use data to forecast business decisions.
• Submit recommendations for the approval or disapproval of funds requests by communicating with your RD, Asset Management, and ownership group.
• Prepare month end reporting package based on Asset Management calendar.
• Ensure completeness, accuracy, and conformance with procedures and regulations within the budget.
• Seek new ways to improve efficiency and increase NOI.
• Make purchases for the property and reconcile expenses.

Leasing & Marketing

• Partner with the Associate Community Manager to prepare marketing plans and develop new strategies and programs designed to meet occupancy goals.
• Audit leasing velocity tracker to prepare for weekly status reports as well as recommendations for changes to pricing or leasing specials.
• Effectively maintain product knowledge of asset and competitive assets through consistent evaluation of market conditions and trends.
• Participate in Monthly Marketing calls and present on asset performance.
• Ensure timely follow up for all prospective residents.
• Monitor social media accounts and maintain compliance with Social Media Guidebook.
• Review and countersign all resident Housing Contracts.
• Submit leasing bonuses for payout.
• Maintain relationships with university and market stakeholder partners in addition to participating in on- and off-campus events.

Facilities

• Lead the site maintenance team in planning, scheduling, and coordinating general maintenance, major repairs, and remodeling or construction projects for the asset.
• Maintain a clean and professional work environment.
• Inspect the asset weekly to determine necessity of repairs or maintenance and perform quarterly walks with Maintenance Supervisor to plan for a successful turn.
• Plan, administer, and control budgets for contracts, equipment, and supplies.
• Solicit and analyze bids from contractors to prepare and administer contracts for cleaning, repairs, renovations, maintenance, and security services.
• Act as liaison between site maintenance & vendors.

Customer Service

• Manage the Resident Services Manager to ensure successful implementation of Residence Life program, annual You Speak We Listen customer service satisfaction survey, and renewal launch.
• Handle complaints, settle disputes, and resolve grievances and conflicts pursuant with Landmark Properties' housing contract.
• Use mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives, and to guide parties toward mutual agreement.
• Maintain effective communication with residents and guarantors.
• Monitor and respond to property reviews and effectively maintain online reputation management.

Risk Control

• Understand and adhere to Fair Housing laws.
• Ensure confidentiality of client, resident, and company information.
• Consult with regional support team and corporate attorneys as necessary to address legal compliance issues.
• Maintain contact with insurance carriers, fire and police departments, and other agencies to ensure protection and compliance with codes and regulations.
• Address behaviors of residents and guests of the asset that violate the law or the community lease agreement and maintain documentation of incident reports.
• Update Emergency Procedures Manual monthly.
• Evaluate computer/technology needs of the site and ensure all employees abide by the company's technology policy.

Education & Experience

• Bachelor's degree preferred; High School Diploma equivalent required.
• Minimum 2 years of experience in various property management roles required; preferably in student housing.
• Must have completed 1 full leasing cycle in previous position.
• Locally mandated licenses/certifications strongly preferred and in some cases required.

Preferred Knowledge, Skills, & Abilities

• Strong written and verbal communication skills.
• Ability to solve problems effectively.
• Must have strong organizational skills and attention to detail.
• Must be able to manage one's own time and the time of others.
• Proficient in Microsoft Office Suite or related software.
• Proficient with property management software; Entrata experience preferred.

Work Environment

• The work environment characteristics described herein are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
• Travel: No travel required.

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, or crouch, and talk or hear.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.
• The employee may infrequently drive a vehicle (intrastate and interstate travel) or be subject to air travel for purposes of Company business.

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