Job Description: Community Director
Statement
Skills, Knowledge and Personal Characteristics:
The following attributes are desirable for job success: Ability to manage apartment community in a manner that meets or exceeds company standards for profitability, occupancy, and physical condition. Experience in supervision of multiple team members.Compliance with all company policies and all relevant laws and regulations. Certification in multi-family industry is welcomed (NALP, CAM, ARM, etc.) preferred. Experience in troubleshooting and resolving problems. Experience with and understands budget and financial statements.
Summary of Functions:
The Community Director will supervise maintenance staff operations to ensure the internal and external community areas meet company safety and physical appearance standards. The Community Director will recommend, coordinate, and implement competitive rental standards, new rent effective dates and monthly rents in order to maximize occupancy and net operating income. The Community Director will supervise and participate in the site marketing and lease renewal programs. The Community Director will participate in the interviewing, hiring, training, and development of all team members. The Community Director will prepare the annual business plan and proposed budget. This includes reviewing marketing plans, setting physical and financial goals for the community .
Policy
Major Duties and Responsibilities:
Duties may include, but are not limited to:
Must present a Positive Winning Attitude!
.Conduct all business in accordance with company policies and procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, and all other laws pertaining to apartments
.Maintain professional standard of hygiene, appearance and dress
Responsible for the daily operations, leadership, and staff management of an assigned community
•Support staff with specific coaching, development and guidance in order that the annual community objectives are met
•Work with Regional Director to complete annual budgets, monthly/quarterly forecasts, marketing plans, and staffing plans
•Prepare weekly, monthly, quarterly financial updates/variances as required
•Responsible for ensuring that the community is well run and that the team is constantly striving to improve their properties’ operations, curb appeal, revenues and NOI
•Conduct all business in accordance with company policies and procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act and all other laws pertaining to apartments
•Demonstrate and ensure team maintains professional levels of personal appearance, hygiene, courtesy and telephone manner at all times while at work
Financial
•In conjunction with the Regional Director, the Community Director will assist in the formulation of the budget and other business plans for each upcoming calendar year
•The Community Director is responsible for ensuring their community stays within the established budget guidelines throughout the year while driving NOI to highest possible level allowed by market
•Responsible for maximizing collections by ensuring that rent payments are collected and posted in a timely manner, evictions are conducted when required in accordance with applicable law, and that bad debt accounts are pursued aggressively
•Maintain effective vendor relations while ensuring that vendors are insured and perform work at an acceptable level of quality according to law, contract, schedule and budget
•Responsible for approving and submitting all invoices to the appropriate office for payment, requesting necessary authorizations and requesting payment consistent with established Accounts Payable policies and procedures
•Personally control and safeguard Petty Cash Fund, submit timely reimbursement requests and regularly balance the fund
•Drive financial performance of community through an understanding of how operational decisions impact financial results; understand the financial statement and all required financial reports
Personnel
•Set operational and financial goals based on the performance matrix and investment return goals of the community and manage team to produce desired results via regular staff meetings, creation and maintenance of on-site goal boards and effective feedback, recognition and reward
•Hire, recruit, train, develop, motivate, supervise and assess performance of all staff in order to achieve operational goals of assigned community; this includes new employee indoctrination, annual performance reviews, counseling, instructing, advising and terminating staff where appropriate
•Review employee performance, with responsibility for rewarding great performance, disciplining poor performance and setting employee development goals during the annual performance appraisal process and monitoring for completion
•Conduct on-going training and development with office staff; e.g., leasing paperwork, workplace safety, fair housing and any other type of training that may be needed on a daily basis
•Maintain online personnel files to include accurate new hire paperwork, attendance, vacation and sick time information. Review and approve timesheets, including the monitoring of overtime. Ensure confidentiality of information.
Interpersonal Effectiveness
•Communicates professionally and effectively with residents, subordinates, supervisors, vendors, and contractors
•Negotiates effectively with residents, subordinates, supervisors, vendors, and contractors
•Possesses excellent interpersonal skills and ability to deal effectively with persons from diverse social, economic, and ethnic backgrounds
Administrative/Office
•Responsible for office opening on schedule, condition of office, model apartments and show units
•Attend all meetings and training as required
•Maintain records on all aspects of management activity on a daily, weekly and monthly basis.
•Review for accuracy all reports submitted to appropriate office on a weekly and monthly basis
•Maintain all files and dead files in accordance with company policy and conduct ongoing audits of all leasing, bookkeeping and maintenance records and lease/resident files
Resident Relations
•Maintain positive customer service attitude and provide quality customer service to prospective and existing residents based on active assessment of customer desires, including acting on third party survey results and personal engagement with customer
•Ensure that an office team member conducts inspections with residents at move-in/move-out when applicable
•Takes a proactive approach to controlling turnover and maximizing resident retention. Closely monitors causes of turnover
•Maintain professional resident communications regarding concerns, service requests and other items of interest via community newsletters and other media
•Attend resident retention activities
Maintenance
•Maintain community consistent with the standards defined
•Physically walk and inspect community on a regular basis and check on vacant apartments
•Update vacancy status on a daily basis; Coordinate with maintenance, make-ready staff and contractor resources to ensure timely and satisfactory recondition of apartments after move-out
•Monitor all maintenance activities, including service requests, to ensure completion in a high quality, timely, within budget manner that results in a high level of customer satisfaction
Marketing/Leasing
•Understands market area surrounding their community, including what the competition is and where community fits with the competition (currently and with any revitalization capital) and understands their community market area as to rental rates, concession programs, profiles, qualifying standards and marketing strategies
•Submit market surveys monthly in a timely and accurate manner; shop competition and be aware of neighborhood market conditions
•Liaise with Regional Director on advertising and promotions
•Welcome and show community to prospective new residents; handle incoming phone calls from prospective new residents, enter information and update appropriate systems and maintain lease files according to policy
•Maintain awareness of market/industry conditions and trends via trade publications, and professional organizations
•Assist with creation and monitoring of offsite, corporate, web site and locator marketing programs to ensure that they are fresh and up-to-date
•Review rental applications and sign approval or rejection of prospects
•Continually monitors and analyzes traffic logs, conversion ratios, budget guidelines, renewal information, marketing data, etc; give up-to-date and proper information when requested
•Prepare and administer monthly lease renewals in accordance with company policy and state and local laws
Safety/Risk Management
•Keep community safe by being proactive in identification and correction of risk management issues
•Oversees and ensures the adherence to all safety regulations and maintaining a safe work environment
•Ensures proper response and handling of all community emergencies with staff, residents, buildings, etc; within company guidelines to minimize liabilities (i.e., criminal activity on community, employee/resident injuries, fires, floods, freezes, etc.)
•Reports all liability and community incidents to the appropriate office immediately
•Ensures that all workers' compensation claims are reported and proper paperwork is completed
•Complete pertinent safety checklists with maintenance staff, as necessary
•Prepares and submits Manager’s Incident Reports, Obtains and records Loss Codes as needed.
•Ensures there is a viable and relevant Disaster and Emergency Plan for the community and briefs staff on plan
•Documents and discusses any other life-safety issues on the community as they occur (i.e. missing railings, missing utility covers)
•Ensure all risk management programs are properly implemented (i.e. unit inspections, renters insurance)
General
•Perform any additional duties or tasks as assigned by the Regional Director
•Acts proactively to ensure the currency of his/her knowledge in the areas of housing regulations and best practices in community management
•Possesses a working knowledge of all financial aspects of apartment management, including bookkeeping and cost management, maintenance, marketing, and leasing, as well as laws pertaining to apartment management
Notes and Materials
Organizational Relationships:
Under the general directions of the Regional Director, the Community Director will manage daily operations of properties with community business plans to maximize the value of the community through generation of maximum NOI and effective investment of capital at assigned community.
Other Requirements:
Schedule may vary according to individual Community and Regional Director.
Physical requirements: Must be able to perform the physical functions of the position, which may include, but are not limited to: ability to walk community, including 4 flights of stairs, to complete physical inspections, deliver resident communications, and show apartments. Be able to effectively communicate with residents, staff, supervisors, vendors, etc. Must be able to lift a minimum of 60 lbs. to facilitate vacuuming, moving office furniture & lifting of supplies as needed. Some travel may be required.