Assistant Property Manager
Department:
Operations
Reporting to:
Property Manager
FLSA Status:
Non-Exempt
General Purpose:
An Assistant Property Manager’s primary purpose is to maximize the collection of rents and monies due while maintaining the property’s computer records and reports. Additionally, the Assistant Property Manager is also responsible for: facilitating the leasing process for prospective residents, promoting resident satisfaction and retention, coordinating renewals of existing leases, and managing day-to-day interactions with prospects and current residents. Specifically, Assistant Property Managers are expected to achieve optimum performance in the following areas:
- Monitor and maintain accounts receivable.
- Manage collections processes.
- Assist with maintaining the accounts payable system.
- Responsible for data processing, record keeping, and reporting.
- Lease the community.
- Market the community.
- Facilitate resident relations and resident retention programs.
- Coordinate and manage day-to-day office operations.
- Partner effectively with both office and maintenance associates at the community, as well as associates from the corporate offices, ClearWorth sister communities, competitors, locators, and vendors.
- Coordinate and execute special projects and assignments as requested.
Essential Functions:
- Train, and Develop Staff:
- Provide on-going job skills training and coaching for associates.
- Ensure associate participation in company-wide training programs and provide coaching to help facilitate the transfer-of-training to the job environment.
- Motivate staff and implement employee incentive programs.
- Facilitate a daily “pre-shift” meeting to discuss issues or concerns from the previous day, leasing goals, concessions/specials, follow-up, and focal areas for the day.
- Facilitate a weekly staff meeting with all on-site associates per the following guidelines:
- Hold these meetings on the same day/time each week.
- Have an agenda. Send this to your Regional Director prior to the meeting.
- Share the goals for the week including leasing, marketing, renewals, make-ready, and maintenance goals.
- Review staff closing ratios and leasing success.
- Review the market survey results and discuss any changes.
- Discuss maintenance issues, problem units, capital projects, etc.
- Review property expenses, spending, and budget issues.
- Discuss resident issues.
- Review any informational updates from corporate.
- Involve the staff in the meeting.
- Take minutes and ensure that each associate receives a copy. Send these to your Regional Director and maintain a staff meeting log.
- Maintain appropriate inventories of collateral material and office supplies.
- Oversee Financial Operations, including the Operations Budget, Accounts Receivable and Accounts Payable Systems:
Operations Budget
- Use the approved budget as a guideline for operational procedures, budgeted income, and expense goals.
- On a monthly basis, analyze the general ledger and financial statements.
- Review gross potential rent on a monthly basis.
- Check the general ledger for posting errors between accounting month-end and month-end; complete recodes.
Accounts Receivable- Ensure rent and other income is collected in an effective and timely manner.
- Assist with Managing utility billing processes. Review water sub-metering each month for accuracy.
- Assist with ensuring all receivables are recorded properly.
- Confirm all monies are deposited in the bank on a regular basis per ClearWorth Policy.
- Assist with reviewing OneSite reports for delinquencies and write-offs on a monthly basis. Implement comprehensive and innovative measures to ensure prompt payment. Re-walk all 30+ day delinquents prior to accounting month-end.
- Assist with reviewing all prepays monthly.
- Assist with Supervising Leasing and Marketing Processes:
Leasing:
- Oversee consistency and effectiveness of leasing processes including:
- Telephone techniques
- Email/internet responses
- Touring procedures
- Guest Card use
- Adherence to Fair Housing guidelines
- Prospect management tracking and follow-up
- Priority wait lists
- Lease paperwork preparation
- Move-in procedures
- Allowable lease expirations per month
- Promotion of other income via rentable items such as washer/dryer rentals, covered parking spaces and/or garages, etc.
- Monitor daily property opening and closing inspections and maintain a log of these checklists.
- Evaluate all applications.
- Maintain a weekly hot sheet of units that are the most difficult to lease and ensure mini- models are set up in them.
- Ensure the integrity of OneSite data.
- Monitor Call Source traffic for each associate and provide applicable training and guidance.
- Conduct a pre-move-in inspection by walking vacant units and ensure readiness within two days of each move-in. Cross-train Leasing Consultants to perform this task.
- Monitor lease expirations. Provide direction to the leasing staff for managing and being proactive with lease renewals.
- Monitor shopping reports
- Maintain an up-to-date Market Comp Book consisting of the amenities, features, floor plans, and price lists of competing properties. Share with prospects as a positive closing technique.
- Refer prospects to ClearWorth sister communities if your community does not fit their financial or personal needs.
Marketing:- Ensure that leasing staff is always knowledgeable of market trends and the competition by:
- Identifying the competition.
- Visiting each competitor on a monthly basis.
- Calling each competitor weekly for rates and specials.
- Maintaining an updated monthly market survey.
- Establish and maintain community outreach and preferred employer programs. Visit these businesses each month to create collaborative partnerships.
- Establish and maintain effective partnerships with locators.
- Hold a monthly marketing meeting with office staff and complete the following:
- Review the Market Survey and discuss changes.
- Review and discuss effectiveness of outside marketing initiatives.
- Review notices-to-vacate and lease expirations and discuss renewal strategies.
- Discuss and organize resident functions and assign tasks.
- Discuss and design a resident newsletter and/or activities calendar and determine distribution process.
- Review staff closing ratios and leasing success. Discuss and generate solutions for any challenges the staff has experienced.
- Establish future marketing goals.
- Oversee consistency and effectiveness of leasing processes including:
- Managing Maintenance Operations:
General Oversight
- Ensure that the maintenance and office teams communicate and collaborate effectively in order to accomplish property goals.
- Meet with the Lead Maintenance daily to discuss emergency maintenance issues from the previous evening, service requests for the current day, appliances or parts on order, resident concerns, overtime, budget, and inventory.
- Partner with the Maintenance Supervisor to establish and maintain effective preventative maintenance programs.
- Oversee the key log.
Service Requests- Ensure that service requests are responded to within 24 hours.
- Establish and maintain efficient systems for service requests, including following-up to ensure resident satisfaction.
- Ensure that parameters are in place for handling and prioritizing emergency maintenance requests.
Exterior and Common Area Maintenance- Perform regular inspections of the exterior and ensure that repairs or improvements are handled as needed.
- Ensure the curb appeal of the community is maintained.
Make Ready and Move-Out/Move-In Processes- Review Move-Out/Move-In inspection forms with the Maintenance Supervisor. Facilitate appropriate follow-up and ensure resident satisfaction.
- Walk all move-outs and bill move-out charges or refund the security deposit prior to maintenance turning the apartment.
- Take photos of any significant damages with the property digital camera per ClearWorth Policy.
- Establish and maintain efficient systems for the scheduling of make-readies.
- Minimize vacant down time to no longer than 5 days contingent upon the extent of repairs needed.
- Confirm that the availability of make-readies meets leasing needs.
- Check the overall quality of make-readies.
- Responsible for Data Processing, Record Keeping, and Reporting:
- Ensure all activity is entered into OneSite on the same day as it occurs or no later than 10 AM the next business day.
- Advance the property date in OneSite by 10 AM daily.
- Ensure the accuracy and integrity of all data and property reports.
- Maintain organized community filing systems.
- Ensure all reports are completed and submitted on time.
- Facilitate Resident Relations and Resident Retention Programs:
- Ensure that residents’ needs are handled with exceptional responsiveness, care, and urgency.
- Uphold, explain and facilitate community policies. Resolve resident conflicts regarding community policies and other concerns.
- Monitor lease expirations and notices-to-vacate; make every effort to capture resident renewals by establishing an effective renewal program.
- Make contact early with residents whose leases expire per ClearWorth Policy.
- Monitor service requests to ensure timely completion, appropriate follow up, and resident satisfaction.
- Organize, facilitate, and attend all resident retention activities.
- Design and produce a monthly newsletter and activities calendar. Ensure the quality and propriety of the newsletter articles.
- Monitor and Manage Risk Management, Emergency Procedure, and Safety Programs:
- Respond rapidly to community emergencies such as: major crime, fire, weather-related damages, and serious accidents. Follow ClearWorth Policy regarding notifying the Regional Manager and email at IncidentReports@cw-res.com
- Provide safety and crime prevention tips via the community newsletter on an on-going basis.
- Alert the community about serious crimes that occur on-site.
- Utilize an Incident Report Form to document on-site damage and/or accidents involving residents and/or employees. Submit Incident Report Forms to the appropriate ClearWorth insurance representative immediately.
- Ensure that ClearWorth Safety Policies are in effect and maintained.
- Ensure that key control policies are in effect and maintained.
- Partner effectively with Associates from the Corporate Offices, ClearWorth Sister Communities, and Competitors
and Vendors:
- Develop and maintain a respectful, courteous, and helpful rapport with corporate office associates, ClearWorth sister communities, competitors, vendors, and every customer. Respond to requests and inquiries in a timely manner.
- Read and respond to corporate email, correspondence, and requests per ClearWorth Email Policy.
- Distribute Company information to associates as directed.
- Maintain positive relations with all competitors and provide accurate data for their market surveys.
- Coordinate and Execute Special Projects and Assignments as Requested.
Qualifications/Basic Job Requirements:
Years of job-related experience:
1-2 years of experience in Assistant Property Manager
Degree required and area of study:
High School diploma or General Education Degree (GED) and 1-2 years of related experience and/or training; or equivalent combination of education and experience.
Desired Knowledge, Skills, & Abilities:
- High degree of professionalism and demeanor resulting from previous property management or business experience.
- Excellent communication and listening skills.
- Excellent customer service and negotiation skills.
- Lead, manage, and train others.
- Effective team player and interacts well with others.
- Extremely organized and detail oriented.
- Patient, even-tempered, and works well under pressure.
- Firm, fair, and consistent.
- Effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
- Work with residents, prospects, vendors, and all customers and staff in a courteous, empathetic, and professional manner. A good understanding of customer service concepts and the ability to apply them will be necessary in this role.
- Maintains composure and functions during crises or emergency situations.
- Effective time and project management skills.
- Solve practical problems and deal with a variety of frequently conflicting priorities and distractions while keeping the community running smoothly.
- Interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Maintain confidentiality.
- Follow directions from a supervisor.
- Understand and follow posted work rules and procedures.
- Accept constructive criticism.
Certifications/Specialized Training:
- Proficient in Microsoft Word and Excel.
- Knowledgeable in OneSite, Yardi, or other property management software.
Physical Demands:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The associate must be capable of the following:
- Talking: The ability to clearly communicate policies, procedures, and processes; as well as detailed instructions or information accurately, loudly, and quickly in English.
- Average Hearing: The ability to hear normal conversations and alarms and to receive ordinary information.
- Average Visual Abilities: Average, ordinary visual acuity necessary to prepare or inspect documents or products or to operate computers. Depth perception is required.
- Physical Strength:
- Standing for prolonged periods of time.
- Walking long distances or for prolonged periods of time.
- Walking up and down stairs.
- Reaching and pushing.
- Climbing ladders.
- Stooping and crouching.
- Driving a golf cart.
- Carrying/lifting to 30 pounds.
- Repetitive Motions & Dexterity: Regularly requires repetitive motions using the wrists, hands, and/or fingers, including small movements such as typing and picking up small objects.
Work Environment:
- 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 exposed to outside weather conditions (i.e., hot, cold, wet, humid, snowy, or icy). The noise level in the work environment is usually moderate.
- The associate is frequently exposed to high-pressure demands to maintain financial and leasing objectives. The associate may receive and must manage frequent complaints from residents, vendors, staff, and prospects.
- Depending on staffing guidelines and reporting assignments, the associate may be required to work greater than 40 hours in a work week. Employees may be required to travel for professional training seminars, retreats, and meetings.
- Employees may work in a pet-friendly environment and be exposed to common household pets in residential units and common areas.