Resident Manager

Job Description

Job Description

1. Property Operations • Oversee the daily operations of assigned residential rental properties. • Ensure properties are maintained in good condition and comply with applicable housing, safety, and habitability requirements. • Conduct routine property inspections and document maintenance issues, damage, and needed improvements. • Monitor property conditions and recommend preventative maintenance and capital improvements. • Maintain accurate property records, inspection reports, and operational documentation.

2. Tenant Relations and Customer Service • Serve as the primary point of contact for tenants regarding property-related questions, complaints, and service requests. • Respond promptly and professionally to tenant communications. • Coordinate move-in and move-out procedures, including property condition reports and key transfers. • Address lease violations and tenant concerns in accordance with company policies and applicable law. • Promote positive tenant relationships to encourage lease renewals and reduce turnover.

3. Maintenance and Repair Coordination • Receive, prioritize, and coordinate tenant maintenance requests. • Assign work to company maintenance technicians and approved outside contractors. • Monitor work orders to ensure timely completion, quality workmanship, and reasonable costs. • Verify completed work and ensure that maintenance records and invoices are properly documented. • Schedule preventative maintenance for HVAC systems, plumbing, electrical components, appliances, and other building systems. • Identify emergencies and coordinate appropriate after-hours responses. • Monitor maintenance labor, materials, and vendor expenses to control operating costs.

4. Leasing and Occupancy Management • Coordinate the marketing and advertising of available rental properties. • Schedule showings and communicate with prospective tenants. • Coordinate applicant screening, lease preparation, renewals, and move-in arrangements in accordance with company procedures and fair housing requirements. • Monitor lease expiration dates and initiate renewal discussions in a timely manner. • Minimize vacancy periods by coordinating repairs, cleaning, marketing, and leasing activities.

5. Rent Collection and Financial Administration • Monitor rent payments, outstanding balances, and other tenant charges. • Communicate with tenants regarding delinquent accounts and follow established collection procedures. • Maintain accurate records of rental income, maintenance expenses, vendor invoices, and property-related transactions. • Review invoices for accuracy and confirm that services have been performed before recommending payment. • Assist with preparation of property budgets, operating reports, and owner statements. • Identify opportunities to reduce expenses without compromising property condition or service quality. • Escalate significant delinquencies, unusual expenses, and financial concerns to management. 6. Vendor and Contractor Management • Coordinate with plumbers, electricians, HVAC contractors, landscapers, cleaners, and other service providers. • Obtain and compare estimates for repairs and property improvements. • Verify contractor qualifications, insurance, and licensing where required. • Monitor vendor performance, pricing, responsiveness, and quality of work. • Ensure work is authorized in accordance with company policies and applicable management agreements.

7. Legal and Regulatory Compliance • Follow applicable federal, Maryland, county, and municipal laws governing residential rental properties. • Comply with fair housing requirements and company policies concerning tenant screening, leasing, advertising, and reasonable accommodations. • Maintain required property records, notices, licenses, and inspection documentation. • Follow applicable procedures for security deposits, lease enforcement, required notices, and tenant disputes. • Coordinate with company management and legal counsel when eviction proceedings, serious lease violations, or other legal matters arise. • Never discriminate against applicants or tenants or retaliate against individuals exercising legally protected rights.

8. Communication and Reporting • Provide regular updates to property owners and company management concerning property conditions, maintenance issues, vacancies, tenant concerns, and financial performance. • Prepare periodic reports on work orders, leasing activity, collections, inspections, and outstanding issues. • Maintain organized electronic and paper records as required. • Communicate promptly regarding emergencies, significant property damage, legal concerns, and expenditures outside approved limits.

Qualifications • Previous experience in residential property management, real estate operations, facilities management, or a related field preferred. • Strong organizational, communication, customer service, and problem-solving skills. • Working knowledge of residential leasing, maintenance coordination, rent collection, and property inspections. • Ability to prioritize multiple tasks and manage competing deadlines. • Proficiency with property management software, email, spreadsheets, and standard office applications. • Ability to communicate professionally with tenants, property owners, vendors, and maintenance personnel. • Valid driver's license and reliable transportation if travel between properties is required. • Knowledge of Maryland landlord-tenant law and local rental housing requirements preferred.

Supervisory Responsibilities

The Resident Manager supervises and coordinate the work of maintenance technicians, leasing personnel, administrative staff, and outside contractors. Responsibilities include assigning work, establishing priorities, monitoring performance, communicating expectations, and ensuring that assigned tasks are completed safely, efficiently, and in accordance with company standards.

Performance Standards

The Resident Manager will be evaluated based on performance in the following areas: • Tenant service: Timely responses to tenant inquiries and maintenance requests. • Maintenance management: Completion of work orders within established service targets and budget. • Property condition: Consistent inspection results and timely correction of identified deficiencies. • Financial performance: Accurate records, expense control, effective rent collection, and adherence to approved budgets. • Occupancy: Minimization of vacancy periods and effective lease renewal management. • Compliance: Adherence to applicable laws, lease requirements, company policies, and management agreements. • Communication: Accurate, timely reporting to property owners and company management. • Organization: Complete and up-to-date property records, work orders, leases, and inspection reports.

Physical and Work Requirements • Ability to travel between assigned properties as needed. • Ability to conduct property inspections, including walking stairs and navigating residential buildings. • Ability to work occasional evenings or weekends in response to urgent property matters. • Ability to use computers, mobile devices, and property management software regularly.

Employment Conditions Employment is subject to company policies, satisfactory performance, and compliance with applicable laws and procedures. The employee must maintain the confidentiality of tenant information, property owner records, financial information, access codes, and other confidential company information. The employee must follow established spending limits, approval procedures, emergency protocols, and reporting requirements. Any work requiring a specialized license or permit must be assigned to appropriately qualified personnel.