Resident Manager

Job Description

Job Description

Resident Manager Job Description

Job Title: Resident Manager

Employer: Lapham Company

Reports To: Human Resources and Property Manager

Status: Non-Exempt

Summary:

The Resident Manager’s primary responsibility is to complete necessary building management functions in the service of our clients and tenants. Resident Managers are required to live onsite at the property and has responsibilities of leasing, answering tenant questions, cleaning, and general upkeep of the property. They are the day-to-day and emergency contact for all property related matters.

Duties and Responsibilities:

· Primary day-to-day contact for tenants, vendors, and office staff.

· Must have a customer-centric focus and is measured based on tenant retention as well as

· profitability.

· Must comply with California Apartment Association Code of Ethics and Fair Housing laws.

· Responsible for adhering to all company policies and procedures.

· Must have a smart phone and expected to respond to email, text messages, voice mails and

· property related matters within the same day.

· Primary building contact in event of emergency power shuts off, water shut offs, or problems

· with egress and access to buildings.

· Expected to be able to be available and respond to emergency calls and situations within the hour.

· Continual learning from on-the-job observation, experience, and critical thinking.

Leasing:

· Conduct leasing calls, open houses, and show vacant apartments.

· Accept applications and fees, rent checks, and paperwork; deliver to the office for processing.

· Perform lease signings, accept move-in funds, schedule apartment re-key.

· Review lease and move-in checklist with new tenants.

· Hang For Rent sign when needed

Janitorial:

· Vacuum/sweep/mop/clean hallways, elevator, mailbox area, entryway, front door area, garage door, garage, stairwells (back and front), laundry room (including lint traps), and all common areas at least once a week, more often if needed

· Maintain the front façade of the building, parking area, garbage area (break down boxes as necessary)

· Push and pull recycle, compost, and garbage containers on pickup days where applicable.

Maintenance

· Troubleshoot basic tenant issues and provide general instructions to a tenant such as flipping a breaker, resetting a garage disposal, or turning off water

· Problem solve situations and apply cause and effect to determine the appropriate vendor to engage when a leak, breakage, electrical or other property need occurs

· Complete a daily walkthrough of the entire building

o Check lighting. Change light bulbs when they burn out.

o Check doors and locks for proper operation. Dispatch vendor if needed

o Check all common areas for cleanliness and make sure they are in good standing.

o Check windows for compromised integrity such as cracks.

o Observe and address any house rules violations or mistreatment of property.

o Check for potential safety or security issues.

· Dispatch vendors for all maintenance needs at the property in a timely and professional manner.

· Manage all building keys: keep them in order, clearly labeled, make sure old keys are discarded, always make sure to get keys back from the vendor or inspector.

· Maintain key security. Always keep keys in a locked key cabinet or lockbox. Never allow friends or family to handle any building or tenant apartment keys

· Respond to non-life-threatening emergencies at the time of occurrence, regardless of time of day. Life threatening emergencies must be handled by appropriate emergency personnel i.e. police, fire fighters, EMTs, etc.

· Notify Property Manager of any major building needs including afterhours contact directly or through the emergency answering service.

· Know your building and its components and the basic way it works (vendors are always called for any repairs beyond basic troubleshooting)

Tenant Management

· Handle noise complaints and tenant relations.

· Answer tenant questions and resolve issues.

· Inform the office when building notifications are needed.

· Maintain a friendly, yet professional relationship with tenants.

· Enforce House Rules.

· Do not accept packages on behalf of tenants.

· Respond to maintenance requests from tenants quickly. Maintain full communication with tenants regarding the repair process and timing.

· Track parking assignments and inform the office of any changes.

· Accept 30-day Notices to Vacate and move out keys. Inform the office when each of these

· situations occur.

Administrative Tasks

· Fill out Monthly Report throughout the month. Turn in any hardcopies of maintenance requests including notes regarding follow up to resolve the issue.

· Keep track of receipts and expenses and turn in with monthly report.

· Accept rent and deliver to the office, make two drop offs each month (Best dates are around the 2nd or the 3rd of the month and the first business day after the 5th by 10am)

· Serve 3-Day Notices according to strict service procedures and drop off to the office within 24-48 hours.

· Post notice per municipal and legal requirements including notices to enter, notices to suspend water or power; Serve other notices as directed.

· Submit Time Away checklists for any time away from the building greater than 24 hours or more than 2 hours’ drive away.

· Check mailbox every day.

· Maintain appropriate outgoing voice message that reflects property address and applicable rental information.

· Check voicemail several times a day and respond according to priority level.

· Perform other related duties as assigned by management.

Supervisory Responsibilities:

NA - This job has no supervisory responsibilities.

Qualifications:

· High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.

· Basic understanding of building components (i.e. plumbing, heating, lighting, etc.)

· Verbal and written communication skills to speak with residents, vendors, and Company representatives.

· Competent in reading and responding to emails.

· Must be able to lift, push and pull up to 25 lbs.

Competencies:

· Ethics | Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values, including all Fair Housing rules.

· Judgement | Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Identifies and resolves problems in a timely manner.

· Adaptability | Able to deal with frequent change, delays, or unexpected events; Manages competing demands; Changes approach or method to best fit the situation.

· Customer Service | Manages difficult or emotional tenant situations; Responds promptly to tenant needs.

· Dependability | Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Follows up with pending items.

· Initiative | Completes tasks without prompting or oversight; Self-motivated; Asks for and offers help when needed.

· Interpersonal Skills | Focuses on resolving conflict, not blaming; Maintains confidentiality; Keeps emotions under control; Listens to others without interrupting.

· Organizational Support | Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values – be a part of the “we” that serves both the client and residents.

· Professionalism | Approaches others in a respectful manner; Reacts well under pressure; Accepts responsibility for own actions; Treats all tenants fairly and in the same way.

· Safety and Security | Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.

The above is intended to describe the general content of, and requirements for, the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.