I. Technical Skills: The Property Manager maximizes the potential of the asset and staff through applying practical technical skills that match or exceed the Oakland Management standards for excellence.
A. Knowledge & Career Performance
1. Increase knowledge, keeps current with relevant changes and new system/approaches by driving self on a personal quest for knowledge.
2. Asks questions, challenges assumptions/seeks assistance appropriate to circumstances
3. Accurate, thorough, attends to detail.
4. Initiates forward planning with Regional Property Manager.
B. Pro-Active Planning & Organizing
1. Oversees and is actively involved in strategic planning for the investment. Bases action/strategic plans on historical and current trends and leads the team to execute timely on-target solutions.
2. Holds high-quality weekly Staff Meetings and contributes to the success of the meetings by matching the agenda of the meeting with the sites strategic plan and emphasizing solutions to any negative trends. Positive trends and achievements should be celebrated and grown.
3. Meets daily with leaders from each department to ensure on-target planning and to provide encouragement or guidance to the leadership.
4. Establishes priorities and meets deadlines for self and guides staff in prioritizing and accomplishing measurable results.
5. Organizes, schedules and coordinates work, projects, systems and records effectively.
C. Problem-Solving & Decision-Making
1. Functions well under pressure, assists in creating a spirit of proactive leadership for the team, rather than one of crisis management.
2. Analyzes and evaluates facts and circumstances, makes timely decisions. Develops logical, creative and effective solutions.
D. Use & Control of Resources
1. Delegates tasks in order to develop leaders. Follow-up is timely and provides encouragement, feedback and guidance on each delegated task.
2. Guides the application of training and other support/ resources that the company has provided in order to return or maximize on the investment in staff members. Includes support of time allowance required for effective new hire and other training.
E. Communication Skills Role Model
1. Listening: Concentrates on material presented, avoids distractions, does not interrupt and resists jumping to conclusions until presentation is complete. Graciously tolerates the individual speakers style of speech.
2. Speaking: Direct and credible, responsive to reactions from listener, uses positive methods of delivering a message or in presenting viewpoint. Leads leasing staff in polished presentations of community.
3. Writing: Organizes thoughts well and presents them clearly; supports statements with data or examples; brief, to-the-point; highlights action/solution items in order to correct any issues.
F. Team Member Support and Guidance Developing Professionals
1. Recruits employees of the highest caliber, when required. Hiring from a proactive, rather than reactive level.
2. Be involved in the training and professional development of each of your staff members as well as yourself. Requires compliance with policies.
3. Ensure that a motivational atmosphere is created and maintained in the workplace. Share information with your team and involve others in the daily practice of decision-making.
4. Provides open, positive, direct feedback to all team members. Provides timely corrective action and if necessary, disciplinary action documented and clear on consequences for continued misbehavior. The Regional Manager should be consulted before terminating anyones employment.
5. Supports and leads the team in compliance with all OSHA, Health, Safety and Fair Housing policies.
G. Customer/Resident Service A Reputation Worthy of Customer Loyalty
1. Is a positive role model of solutions-oriented, responsive service. Supports the skills derived from customer service training for self and ensures application from all other staff members.
2. Displays tact, patience and diplomacy with all customers.
3. Interesting newsletters, on-target social events and rent collection should all be positive interactions with our residents.
4. Move-in, renewals and move-out of should be well organized and once again, a positive experience, (worthy of referral) for our residents.
5. Personally resolve any complicated resident concerns, check with residents within 30 days of move-in, (staff should contact within first two weeks) and stay involved by leading the Oakland Renewal program.
H. Financial At Budget of Better and Minimum of 95% Economic Occupancy
1. Approve and process expenditures in line with annual budget and review and direct, (on a daily basis) actions based on the operating budget.
2. Use the Budget Control Log and through the review of the monthly Profit & Loss Statements, prepare accurate Variance Reports. The Variance Report should not only explain the variance, but also report a solution to help make up the variance, (if negative).
3. Assist in the preparation of quality annual budget and project costs.
4. Assertively increase rents on unit types to lead the market. Rents should never be below market trends.
5. Review and secure Regional Managers approval for purchases over &_____.
6. Pursue opportunities to increase income, decrease expenses of add to the overall value of the community whenever possible. Always update your Regional Manager before implementing a change listed above.
7. Accurately process payroll in a timely manner on a bi-weekly basis.
8. Follow company policies regarding rent collection and resolving delinquency.
I. Marketing Leading the Market in Rental Value & Service
1. Ensure that you and your staff are aware of market trends through studying your competitors advertising and strategies.
2. Make sure that responsive, proactive marketing is an integral part of the sites strategic/ action plan. If a resource/ cost is not producing revise or eliminate it immediately.
J. Leasing
1. Ensure that the Leasing office, clubhouse and models present well at all times. (Music, refreshments, cleanliness, etc.).
2. Audit the models and target apartments for the week randomly and follow-through on any improvements that are needed in a timely manner.
3. Review and approve all applications and credit reports adhering to company guidelines and policies. Unauthorized specials, deposits, etc, should not be offered or condoned.
4. Ensure that the staff is well-trained, producing weekly measurable results, and that they are applying training standards on the phone, in-person, with follow-up and all other pertinent areas.
K. Reporting & Record-Keeping
1. Provide two performance and one anniversary Growth Agreement (G/A) for each staff member on your team. Your feedback should create a partnership with the staff member in order to correct any area needing improvement. Clear, measurable targets should be included in each G/A.
2. Disciplinary action, (whether verbal or otherwise) should be documented and placed in the employees file. Ramifications of continued mis-behavior should be clearly explained.
3. Check all reports for accuracy and submit in a timely fashion.
4. Ensure that all staff members are using a current Standard Rent Chart and not deviating from the authorized pricing/ terms.
L. Preserving the Investment
1. Personally audits apartment homes, maintenance shops, models, gatehouse, amenities and grounds twice weekly to ensure that excellence is visibly demonstrated and to provide appropriate planning, recording and corrective action.
2. Keep all utilities off in vacants when possible and personally approve carpet, blinds or appliance replacements.
3. Train the team to understand and act on emergency procedures if needed. Advise Regional Manager of any emergency and/or legally sensitive situations. Report all possible insurance claims to the carrier.
4. Create a strong working partnership with the lead service/technical supervisor in order to maintain excellence in both product and service to residents. Require that the service team attends all staff meetings and is an integral part of the creation and implementation of strategic/ action plans for the site.
5. Utilize make-ready forms and ensure that a turn of the highest quality is performed on each apartment before it is released and put on the market.
6. Follow company policy on the processing of all resident service requests. (Residents should be contacted at the very least and request completed if possible within 24 hours). Ensure that residents are receiving service of the highest caliber through personally calling residents, conducting surveys and monitoring feedback, (both written and verbal) from the residents.
7. Create a working partnership with vendors. Require your staff to treat vendors with respect, and a friendly, helpful attitude. Audit work completed by vendors in order to check the terms of the contract have been carried out and to check the quality of work.
8. Maintain or secure necessary equipment so that the staff may operate at peak efficiency.
9. Participate in the development and implementation of an effective preventative maintenance program.
II. Professional Skills Development: The Property Manager establishes a working partnership with the company through applying skills and qualities that build our companys reputation for excellence. In addition, your professional skills will assist in the development of a highly qualified leasing team.
A. Leadership
1. Consistently exhibit role model behavior that is in-line with company culture and values. (See Oakland Management Strategic Plan).
2. Assumes responsibility for developing the potential of each staff member:
a. Through coaching team members rather than directing them.
b. Open communication that invites solutions and creativity.
c. Participates, supports and guides staff on the creation and implementation of monthly strategic/action plans.
d. Effectively utilizes the Growth Agreement opportunities for self for staff members.
e. Minimizing fire-fighting/crisis-management through requiring a solutions-orientation from each staff member. Supports staff member as they begin to practice decision-making through guidance, feedback and training.
f. Ensure that each team member understands how to be excellent, what the daily and big picture goals are and that they possess the tools to make it happen.
B. Teamwork
1. Offers concrete, positive help to colleagues and asks for/receives help. Seeks and accepts guidance/constructive criticism in a gracious manner.
2. Able to establish boundaries and promote accountability in a non-provoking manner. Displays a spirit of cooperation, tact, patience and diplomacy.
3. Willing to share recognition and offer encouragement and praise.
C. Role Model of Professional Excellence
1. Displays ownership work ethic and is self-motivated and often self-correcting.
2. Demonstrates absolute integrity and can admit and learn from mistakes.
3. Maintains company policies and career apparel guidelines, displaying a professional, polished presentation of self and communication skills.
D. Partnership with Company
1. Initiates discussions in timely fashion with Regional Manager to gain direction/approval as needed or required.
2. Perpetuate positive and practical improvements through:
a. Recognizing why there is a need for change
b. Researching and exploring possible options
c. Drafting a summary of the best solution(s)
d. Presenting the solution for endorsement
e. Being a Change Leader, (willing to implement and lead the change)
3. Utilize and Support the Application of available Resources:
a. Training
b. Professional Tools
c. Administrative Support
d. Vendors
e. Coaching
f. Task force Members/Mentors
III. Property Specific Assignments (Please list any area of responsibility not covered in this description or attach a separate list to this document).
See job description
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