The Property Operations Manager/Community Manager will run autonomous business unit taking overall responsibility for the operations, including team members, daily activities and the resources of the properties to achieve established budgeted financial and operational goals. Leading the team by example, 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 at all times by demonstrating Greystar’s core values.
• Leads the team to create positive memorable experiences by exceeding expectations for all residents.
• Leads and coordinates the team members, daily activities and resources of the properties to achieve and succeed established budgeted financial and operational goals. 
• 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, 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.
• Leads the team on effective onsite B2C sales and promotion, including tours, providing correct and complete information, contracting prospects and welcoming new residents.
• 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.
• Prepares and forecasts annual budgets by analysing 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.
• 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.   
• Assesses team member training needs and ensure thorough understanding of systems and adherence to policies. Develops capability of team members in order to meet key performance goals and future succession requirements (cooperating with HR).
• 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. 
• Oversees the tenancy management process by co-ordinating periodic apartment inspections, evicting residents, and imposing and collecting late fees and other charges within the terms of the agreement.
• 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.
• 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 organises onsite lease-up operations for OurDomain, 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 tenants (or retail, catering) and proactively seeks for collaboration opportunities, improving commercial performance and resident experience.

Knowledge & Qualifications

• Graduate/post graduate degree or related equivalent experience
• Strong written and numeric skills.
• Proficient in the use of Microsoft Office packages including Word, Excel and Outlook.
• Strong proficiency in using property management software (preferably Yardi). Training will however, be provided.
• A practical knowledge and understanding of Dutch Health and Safety laws & policies, preferably with some form of recognised qualification.

Experience & Skills

• Experience of successfully driving leasing performance and managing operations within the property sector or similar sector (e.g. hospitality, leisure or retail) where service through teams, revenue and occupancy are key profit drivers.
• Experience of leading a team and a proven track record in delivering service excellence in a similar management role/environment.
• Demonstrated management and leadership skills sufficient to recruit, lead, direct, evaluate and manage team members to achieve high performance, including maintenance specialists.
• Self and culturally aware and able to adapt relationship building, communications and negotiation skills to suit audience.
• Excellent verbal and written communication skills in both Dutch and English.
• Enthusiasm to deliver an exceptional experience to stakeholders and continuously improve knowledge of self and others.
• A strong team player but capable of working autonomously and taking ownership.
• Excellent organisation skills with the ability to multi task and prioritise.
• Knowledgeable in respect of landlord/tenant/contract legislation in general.
• Flexible approach to work and adaptable to thrive in a changing environment.