Position:
Live-In Resident Managers – Team / Couple – Cambridge, ON

Reports to: General Manager

Position Overview

The objective of Forest Hill Kipling is to re-define residential property management in Canada through superior resident satisfaction and innovation in marketing, leasing and property operations.

The primary functions of the Live-In Resident Managers are:

  • To oversee the administrative and maintenance operations of a building.

The Live-In Resident Managers must have a service-oriented approach, excellent communication skills, be willing to work flexible hours, and be confident and comfortable as the building’s liaison with the residents and the community. You will work and live on site, and be on call and available to work on weekends if needed. In this role, you will be responsible for property maintenance including building mechanical systems, administrative duties and showing of vacant suites.

Responsibilities

  • Professionally and courteously handle all inquiries, feedback, complaints or concerns.
  • Ensure a high level of resident relations is maintained through regular contact and proactive attention to resident needs
  • Meet and interact with residents and prospective residents in a courteous and professional manner
  • Foster a strong customer service culture among all staff
  • Promote a strong sense of community
  • Responding to tenant inquiries and providing superior customer service
  • Welcome and assist all residents and visitors in the office
  • Answer and direct all incoming telephone calls in a courteous and professional manner
  • Liaise with building staff and contract staff to resolve resident maintenance issues as expeditiously as possible
  • Responsible for building maintenance, repairs, property upkeep and cleaning
  • Minor electrical, plumbing and mechanical repairs
  • Oversees the interior and exterior maintenance and repairs, landscaping and painting, electrical and plumbing systems, windows, doors, elevators and floors.
  • Oversee all property management responsibilities including coverage, cleaning, repairs and maintenance
  • Establishes relationships with suppliers, vendors, contractors, and all others serving the community and company
  • Respond to after-hours emergencies
  • Complete other duties as assigned

Leasing:

  • Encourage appointments or viewings with all prospective resident phone calls, online registrations, emails or walk-ins
  • Secure appointments and conduct property and show suite tours with all prospective residents
  • Ensure all walk-ins are provided with a property tour, including suite showings – an appointment is not required
  • Engage in highest level of professional sales techniques to sell the property to prospective residents in order to obtain a commitment to lease
  • Follow-up with all prospective residents in order to overcome any objections, with an overall focus on obtaining a signed lease. These calls should be conducted within 24 hours of the initial contact.
  • Regularly inspect upcoming suite availabilities prior to showing to prospective residents
  • Ensure that all suites are returned to “rent ready” condition as soon as possible on becoming available
  • Inspect all vacant units daily to ensure suites are in optimal condition for showings/appointments
  • Managing the rental process for all tenants including all required paperwork for the rental of suites
  • Rent collection and other required notices
  • Delivering and collecting lease renewals from existing customers

Administration and Reporting:

  • Review and submit changes to leasing reports as directed
  • Complete and maintain a consistent and accurate traffic report and submit on a weekly basis
  • Register all prospective residents using Yardi or other software as required
  • Collect and complete all pertinent information on the lease application form and forward to the General Manager for approval; obtain the completed bank form, employment letters and cheques (or money orders) for first and last month’s rent
  • Complete and/or monitor online background checks, complete and execute the signing of all leases, schedules, assignments, transfers and addendum forms according to established policies and procedures.
  • Personally, notify all applicants of the General Manager’s decision (approved or declined) with respect to rental applications
  • Assemble and provide move-in packages to new residents
  • Coordinate reservations of elevators for move-ins and move-outs
  • Promote accepted applicants to join the online payment program or Pre-Authorized-Payment program (PAP)
  • Assist with the completion of incoming and outgoing suite inspections and document as required
  • Actively monitor deficiencies in suites and common areas and produce work orders as required
  • Ensure that the resident directory is accurate
  • Be flexible with lunch hours and breaks to be available to prospective residents and appointments
  • Responsible for office administrative duties that may include mail, courier, office supplies, invoice coding and processing and other duties to support the operations team
  • Complete rent collection, striving for zero arrears each month. Ensure rents are deposited in the property account on a timely basis. Record all transactions according to established policies and procedures.
  • Enter work orders into Yardi for existing residents when assistance is required
  • Utilize the property management system to record transactions and run various operating reports
  • Serve all legal documentation pertaining to non-payment of rent and/or further landlord/tenant process or litigation as directed
  • Perform other duties related to leasing, marketing, and administration as required

Requirements

  • A passion for excellence in customer service delivery
  • Post-secondary education preferred
  • Exceptional oral and written communication skills
  • Strong interpersonal skills
  • Strong command of MS Office products: Word, Excel, PowerPoint and Yardi Software.
  • Detail-oriented; ability to resolve problems using facts, sound reasoning and common sense
  • Self-starter with high degree of initiative, creativity and flexibility
  • 3-5 years of experience in Property Management

Expected Start Date: 2021-04-26