Property Manager

Who We Are: BGO is a leading, global real estate investment management advisor and a globally-recognized provider of real estate services. BGO serves the interests of more than 750 institutional clients with expertise in the asset management of office, industrial, multi-residential, retail and hospitality property across the globe. BGO has offices in 28 cities across twelve countries with deep, local knowledge, experience, and extensive networks in the regions where we invest in and manage real estate assets on behalf of our clients in primary, secondary and co-investment markets. BGO is a part of SLC Management, which is the institutional alternatives and traditional asset management business of Sun Life.

BGO promotes a corporate culture that attracts and retains the highest caliber people. We encourage opportunities for growth, development, and promotion by providing our employees with the resources to work effectively and continually strive to perform better. We are committed to a safe and sustainable work environment.

The Opportunity: The Property Manager is responsible for the professional management and administration of LaCite. This includes customer service delivery, effective sales and marketing for both Furnished and Unfurnished suite offering, efficient administration, expense control, income maximization, physical maintenance of the buildings and surrounding property and daily management, on-boarding and training of both union and non-union staff.

The Property Manager must have a service-oriented approach, excellent communication skills and be able to work flexible hours to meet the demands of a multi-residential property. A positive attitude within a learning environment is essential, and participation in company training and development workshops/seminars will be necessary for continued development.

What You Will Do:

Customer Service:

• Respond to enquiries from existing residents, maintaining excellent resident relations. Address resident concerns when they cannot be satisfied by front line staff.
• Ensure excellent resident relations, handling and documenting resident requests, complaints and any emergencies in the building which occur during, over and above office hours
• Oversee annual inspections of suites, meeting with residents prior to anniversary dates to address concerns and mitigate turnover.
• Assist front line staff in promoting resident retention and the lease renewal process at the properties, including administration of rent increases, and lease renewal programs. Implementation of a resident loyalty program to be offered as applicable to residents to incent lease renewals.
• Oversee suite inspections upon resident move out, monitor resident damage and estimate cost of repairs for the resident’s account chargeback.
• Further ensure resident satisfaction and service delivery through prompt service communication and follow up (including administration of resident surveys, as required)
• Coordinate resident programs and host resident events, as budgeted.
• Foster a strong customer service culture amongst all staff.
• Promote a strong sense of community.
• Ensure that Google and other Service ratings are at highest level and are responded to promptly.

Operations:

• Oversee the day-to-day management and operations of the property.
• Operate LaCite in accordance with the union contract and approved annual budgets. Be responsible for ensuring all Property Management policies, procedures and operations are executed to standard.
• Supervise, coach and train all site staff, including assistance with performance management if necessary to ensure high standards are maintained in accordance with established policies
• Staff Development - ensure progress/training plans are in place and reviewed on a regular basis for both hourly and salary staff. Provide feedback to assist in the development of staff skills on a continuous basis.
• Interact and effectively communicate directly with owner representatives on financial performance, property operations, staffing and resident relations
• Responsible for building revenue and expenses including operating within an approved budget; analyze monthly financial statements, prepare monthly management reports, and submit accruals for year-end financials.
• Prepare annual revenue, expense, and capital budgets
• Recommend rental policies and procedures for residential suites including Furnished suites, guest suites, laundry facilities, roof top and other revenues
• Oversee monthly market surveys and have a thorough understanding of competition and current market conditions
• Ensure prudent purchasing practices in accordance with company policy and client agreements,
• Monitor collection of rental payments, undertakes arrears collection, negotiations, eviction proceedings, maintains liaison with lawyers, collection agencies etc. to ensure proper collection of account receivables. Ensure that all residents with balances over $100 as of the 23 rd of each month, are being filed at the TAL (tribunal du logement de Quebec) .
• Approve or decline resident applications based on background and credit checks. Approves completed lease documents for execution.
• Oversee the lease renewal process, approving renewal amounts within budget parameters, and approval of any non-renewal notices to be issued
• In collaboration with the Technical Services team, makes recommendations and oversees execution of capital projects and preventative maintenance program for plant and equipment; develops and directs implementation of improvements; obtains prices, secures, and monitors maintenance/service contracts to ensure cost effective operations; conducts inspections of the properties assigned
• Ensure efficient operation, maintenance and repair of properties including compliance with government regulations, achievement of maintenance/life safety standards and sourcing cost effective ways to operate
• Supervise and/or develop appropriate operating procedures for the properties ensuring legislative or regulatory requirements are adhered to and emergency response procedures are regularly updated
• Assist with issuing purchase orders and arranging for trades, monitoring quality and responsiveness of trades in adherence to BentallGreenOak standards and policies.
• Conduct operations within budgeted parameters, seeking Director, Residential Property Management permission in the event of a need to vary from budget.
• Enforcing the rules and regulations of the properties
• Utilize computerized property management system to record transactions, run various operating reports.
• Monitor building maintenance contract performance, ensuring cost-efficient practices are maintained. Provide feedback/recommendations to the Director, Residential Property Management and Maintenance Manager
• Routinely audit resident files to ensure they are consistent with established policies and procedures.
• Continually review/evaluate the rent grid for each property with the Marketing Department
• Other related duties as required; such duties may include lifting.

Health & Safety:

• Ensure compliance with all legislation, including but not limited to: The Residential Tenancies Act, Labour Relations Act, Fire Code and Occupational Health and Safety Act
• Be familiar with and adhere to the company’s Health and Safety policy.
• Ensure staff wears prescribed Personal Protective Equipment (PPE) when required to do so
• Ensure all vendors and contractors comply with the established health and safety policy, and immediately report any infractions, hazardous conditions, or damaged equipment.

Sustainability:

• Embrace and proactively supporting BentallGreenOak’s culture of environmental sustainability, and corporate and social responsibility.
• Promptly respond to and manage environmental hazards.
• Promote and ensure energy and utility efficient maintenance of the building.
• Consider sustainability when evaluating options for replacement equipment.
• Participate in resident and staff community support events as appropriate.

Who you are:

• Experience : 7+ years of related experience with residential property management or hospitality, post-secondary courses in property management or hospitality, experience leading a team.
• Bilingual – Excellent command of French and English (spoken and written), this position requires regular communication with clients, the accounting and finance departments that operate in other Canadian cities.
• Education : A College or University education in a business or hospitality field would be considered an asset.
• Relationship/Leadership Skills : Able to communicate effectively and professionally, both oral and written; able to develop and sustain cooperative working relationships with team members, senior management, contractors, residents, and the public
• Organizational/Multi-Task Skills : Ability to allocate one’s time effectively and manage tight deadlines; ability to work under pressure and achieve quality results; ability to handle multiple demands and competing priorities, and adapt to new ideas and constant changes; results oriented, detail oriented and accurate
• Decision Making Skills : Ability to resolve problems using facts and sound reasoning; ability to achieve goals using a strategic approach; proven innovation with a willingness to manage and adapt to change
• Computer Skills : Intermediate skills in Microsoft Office: MS Word, Excel, and Outlook; knowledge of Yardi an asset
• Availability : Flexibility in hours to ensure availability for last day of each month & the first two to three days of the beginning of the month in order to accommodate the move-in-move-outs, trades and rent collection. Being able to handle emergencies occurring after regular office hours
• Knowledge : A complete understanding of all applicable laws, legislation, and rights concerning resident / landlord relations
• Police Clearance: A criminal verification check is required for employment

At BGO, we recognize that each employee’s unique experiences, perspectives, and viewpoints strengthen our ability to create and deliver the best value to our clients, partners and stakeholders/investors and therefore we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations and life experiences to apply.

BGO is committed to equitable hiring practices and we welcome the opportunity to discuss accommodation and ensure fairness and equity in our hiring process. If you require accommodation, please email us at accessibility@bgo.com and include: Job posting #, your name and your preferred method of contact.

We thank all applicants for their interest in employment with BGO, however only those selected for an interview will be contacted.