Manager of Resident Experience

6 months ago

London, Canada York Property Management Full time

The Manager of Resident Experience is responsible for day to day customer service and administration of the luxury residential property on behalf of York Property Management. Priorities change regularly in this position and the employee must be flexible and willing to change responsibilities as required. Applicants must love people, be versatile and dynamic, and have strong interpersonal and social skills. The focus of this position is to provide an exemplary customer service experience for our residents.

**Responsibilities**
- Ensure the health, comfort, safety, and security of residents and take ownership of the site;
- Duties include holding scheduled office hours of Monday to Friday, 8:30am - 5:00pm;
- Successful applicants must also have a flexible schedule and be available to respond to all on-call needs outside of regular business hours including weekends when needed (excluding scheduled days off);
- On-call requirements include but are not limited to: answering calls, showing suites (if required), performing inspections, moving new residents in and providing keys, responding to emergencies, attending to after-hours complaints such as noise complaints, cleaning duties, maintaining building quality standards, etc.
- Collect rent and follow up on defaults and outstanding payments;
- Ensure vacancy is minimized and budget meets or exceeds net operating income and are all realized for each site by effective resident service to potential and existing residents
- Inspections of vacant and upcoming suites;
- Lease and show suites (if required);
- Prepare and deliver bank deposits in a timely manner;
- Administrative duties including processing paperwork for site and other Associates;
- Ensure contractors arrive as per scheduled timelines and complete their work as preconditions of the contract;
- Ensure proper and accurate inventory management;
- Complete all required administration for the property;
- Be hands-on with cleaning and maintenance tasks, such as relieving jams in the garbage chute, picking up garbage, vacuuming carpets, etc;
- Deliver an exceptional customer service experience for all visitors and tenants;
- Have an active presence on site and be available for residents;
- Ensure all areas of the property are clean, tidy, and secure by performing frequent building inspections and site walks;
- Ensure all amenities and building features are clean and operational; and,
- Complete other tasks as assigned.

**Experience and Educational Requirements**
- 2 years Customer Service Experience required;
- Hospitality Experience preferred;
- Post-Secondary Education in related field;
**Technical Requirements**
- Computer experience is required with web-based programs preferred;
- Ability to learn and adapt quickly to changing systems and new technology;
- Familiarity with computers and tablets is an asset;
**Non-Technical Requirements**
- Strong commitment to providing excellent customer service
- Dedication to building better communities for all of our Customers and surrounding communities;
- Ability to take responsibility for all actions and decisions and to follow through until a resolution is obtained;
- Excellent listening and telephone etiquette skills;
- Exceptional problem-solving and decision-making capabilities;
- Strong planning and organizational skills coupled with ability to multitask and prioritize;
- Excellent time-management skills;
- Ability to handle sensitive and confidential matters;
- Ability to remain calm and in control of a situation while still maintaining patience, empathy and understanding;
- Ability to work independently (self-managed) and with other Associates in a team environment;
- Ability to learn quickly, adapt to change and be flexible in nature;
- High level of initiative and commitment to success
- A growth mindset, a positive attitude, enthusiasm and assertiveness
- Ability to spend up to eight hours walking, standing, climbing stairs, lifting, ability to maneuver or lift up to 10kg with the proper equipment;
York Property Management (YPM) manages 4,000+ residential apartment suites in Southwestern Ontario. YPM offers a variety of different layouts of suites which accommodate a diverse demographic of young couples, families, students and retirees. The company employs over 100 individuals working at head office, on site, or at various properties managed by YPM.

Our Mission at York Property Management is to work together in a safe, respectful, and friendly environment with effective communication to provide our residents quality service and a comfortable and positive living experience while being environmentally conscious.

Our vision is to create and maintain rental properties that all of our residents are proud to call home.

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- Paid time off
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday
- On call

Ability to commute/relocate:

- London, ON: rel

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