Responsable de résidence / Property operations manager

ABOUT GREYSTAR

Greystar is a leading, fully integrated global real estate platform offering expertise in property management, investment management, development, and construction services in institutional-quality rental housing. Headquartered in Charleston, South Carolina, Greystar manages and operates over $350 billion of real estate in more than 260 markets globally with offices throughout North America, Europe, South America, and the Asia-Pacific region. Greystar is the largest operator of apartments in the United States, managing over one million units/beds globally. Across its platforms, Greystar has nearly $79 billion of assets under management, including over $34 billion of development assets and over $36.5 billion of regulatory assets under management. Greystar was founded by Bob Faith in 1993 to become a provider of world-class service in the rental residential real estate business. To learn more, visit www.greystar.com.

JOB DESCRIPTION SUMMARY

The Property Operations Manager is taking overall responsibility for the on-site operations, including leasing management, daily activities and the resources of the properties to achieve established budgeted financial and operational goals. Your focus will be to build a vibrant, innovative, safe and welcoming community our residents enjoy being part of.

JOB DESCRIPTION

Key Role Responsibilities

• Acts as a role model always by demonstrating Greystar’s core values.

• Creates positive memorable experiences by exceeding expectations for all residents.

• Coordinates daily activities and resources of the properties to achieve and succeed established budgeted financial and operational goals.

• Supports effective onsite B2C sales and promotion, independently organizes and executes regular site visit tours, providing correct and complete information, contracting prospects and welcoming new residents.

• Oversees the tenancy management process by coordinating and managing apartment inspections, evicting residents, and imposing and collecting late fees and other charges within the terms of the agreement.

• Works in partnership with corporate Marketing & Sales to shape local marketing and leasing strategies based on relevant market data to achieve the property’s occupancy and revenue goals.

• Ensures marketing campaigns, advertising, promotional activities and events are effectively implemented. Executes and ensures property branding standards.

• Develops strong relationships with Corporate accounts, University and Agent partners to drive leasing activity and create a solid reputation for the brand in each market it serves. Stays abreast of business developments and acts upon in an effective manner.

• Actively seeks interaction and contact with residents to proactively improve service delivery and ensure community events enhance the overall resident experience. Plans and executes frequent social media posts and newsletters (in collaboration with the onsite and marketing team).

• Meets targeted revenues by ensuring rent, service charges and other fees are collected and posted in a timely and correct manner.

• Supports the preparation of annual budgets by analyzing financial statements, reviewing marketing information, and accessing operational reports.

• Executes timely monthly variance reporting in respect of budgeted and actual spending and on-going communication about the performance of the properties, and responds with urgency to client/owner concerns, questions, issues, and requests.

• Originates, approves and submits purchase orders and processes invoices from vendors, contractors and service providers for payment and manages communication with finance team members and other stakeholders as required.

• Promotes resident satisfaction and retention by ensuring response to questions, requests and complaints in a timely manner, and taking appropriate action to resolve and address service issues.

• Works hand in hand with Health & Safety to drive a safety culture by managing and monitoring the appropriate health & safety and compliance activities including the incident reporting system and ensures that the community operates in a safe and low-risk environment.

• Ensures the operation of the community complies with Company policies and procedures and any laws and regulations governing housing operations and residential lettings, including timely annual WWS rental increase calculations. Keeps abreast of the latest legislation, changes or news within the sector.

• Proposes and manages planned and reactive maintenance and refurbishments engaging operations, marketing and capital projects teams to ensure timely resident communication and completion to a high standard within agreed budgets and timescales.

• Conducts regular community walkabouts and inspections and takes appropriate actions to ensure that the physical aspects of the property, grounds, buildings, and amenities meet established standards for safety, cleanliness, and general appearance and appeal.

• Plans and organizes onsite lease-up operations, including furnishing & make-ready of a (temporary) marketing & leasing office, hiring & training of lease-up staff and execution of lease-up procedures (in cooperation with the Regional Operations Manager and corporate Marketing & Sales), operational planning and onsite support.

• Acts as first point of contact for onsite commercial residents (e.g. retail, catering) and proactively seeks for collaboration opportunities, improving commercial performance and resident experience.

Customer Focus

• Places the customer at the heart of decision-making; constantly ensuring our team members and practices are aligned to the needs of the customer.

• Leads the team to create positive memorable experiences by exceeding expectations for all residents. Proactive in striving for continuous improvement through feedback

 Operational Focus

• Follows established policies and procedures by monitoring and ensuring compliance with regulatory requirements, organisational standards, and operational processes related to area(s) of responsibility and reporting violations or infractions to appropriate individual(s).

• Demonstrates appropriate safe behaviours in accordance with Company, property, and departmental policies, procedures, and standards by immediately reporting any mechanical or electrical equipment malfunctions, employee/visitor/resident injuries or accidents, or other safety issues to appropriate individual(s).

• Identifies areas for improvement, offers suggestions to improve efficiency and productivity, and implements ideas that achieve operational excellence.

• Keeps abreast of current changes in technology, processes, and standards within the industry and area(s) of responsibility by attending internal and external training classes, research and/or subscribing to the internet or other professional publications or utilizing other appropriate method(s) to obtain business and professional information and applies knowledge and practices to area(s) of responsibility.

Others

• In addition to the tasks listed here, the holder of the position is obliged to carry out individual tasks on the instructions of the superior which are essentially related to the activity or result from the operational necessity.

Important Notice: Greystar will never request your banking details or other sensitive personal information during the interview process. Greystar does not conduct any interviews via text or messaging, and all communication will come from official Greystar email addresses (@greystar.com). If you receive suspicious requests, please report them immediately to AskHR@greystar.com.