Manager of Resident Experience

5 days ago

Windsor, Windsor and Maidenhead, United Kingdom City of Windsor Employment and Training Services (Windsor) Full time

Manager of Resident Experience Responsibilities

The Manager of Resident Experience is responsible for day-to-day customer service and maintenance of the residential property. The Manager of Resident Experience supervises the cleaning associate assigned to their buildings and reports to the Community Manager. The Manager of Resident Experience works in collaboration with the Maintenance Technicians assigned to their buildings. Priorities change regularly in this position, and the employee must be flexible and willing to change responsibilities as required.

Responsibilities

  1. Renting Units
    ● Respond to inquiries from prospective residents in person, via email, and over the phone in a prompt and courteous manner
    ● Schedule and attend appointments to show units and advise current resident (if applicable) of Notice to Enter
    ● Maintain a log of all incoming inquiries for marketing purposes and submit to Head Office weekly
    ● Complete rental Applications with interested prospects, which includes gathering supporting documents, collecting a deposit, and advising applicants of acceptance or decline
    ● Meet with new residents to provide keys and Welcome Packages and answer any questions about the unit and/or building
    ● Complete Move-In Inspections with new residents and attend to any outstanding maintenance issues
  2. Move Outs and Unit Turnover
    ● Submit Notices to vacate to Head Office and deliver move-out instructions to residents
    ● Schedule and conduct Preliminary and Final Move inspections
    ● Document maintenance required for turnover of unit and communicate to the Turnover Maintenance Coordinator
    ● Oversee unit turnover; complete minor turnover repairs, clean townhouses before resident move-in (if required), and maintain unit keys
    ● Conduct inspections for residents who may have "skipped" and meet with Sheriff for evictions as required
  3. Resident Experience
    ● Deal with resident matters as they arise in a professional manner
    ● Deliver N4 each month for residents that have not paid
    ● Attend LTB tribunal if required
    ● Update Propertyware with resident information in notes or ledger
    ● Post resident payments to property management software and complete bank deposits (daily at the beginning of the month and weekly for the remainder of the month)
    ● Maintain a detailed record of resident notes in property management software and upload documents and pictures on time
    ● Update vacancy report to include upcoming units and Ready for Occupancy (RFOs)
    ● Collect rent from residents by going door-to-door, emailing, calling and handing out late reminder notices in-person 2 times monthly.
  4. Maintain Cleaning Standards & Inventory Management
    ● Conduct regular inspections to ensure cleaning tasks meet employer standards and address deficiencies promptly
    ● Weekly meetings with cleaners to check in, coordinate vacant suite cleaning, and special projects
    ● Monitor cleaning supplies and equipment to maintain appropriate stock levels and avoid overstocking
    ● Input cleaning orders for the community manager to process monthly
  5. Administrative
    ● Support onboarding of new team members by assisting community managers with providing on-the-job training
    ● Verify hours of cleaning associates reported in Propertyware and submit to the community manager on a bi-weekly basis.
    ● Provide positive and improvement feedback on performance to cleaning associates
    ● Fill out semi-annual and annual performance evaluations for cleaning associates in Humi
    ● Ensure adherence to health and safety regulations, including proper use of cleaning chemicals and PPE
    ● Reporting any workplace incidents regarding the health and safety of the Cleaning Associate
  6. Maintenance
    ● Meet with maintenance team member(s) daily to discuss work orders and special projects
    ● Obtain pictures and detailed descriptions of applicable work orders so the maintenance team can execute work orders efficiently.
    ● Complete sidewalk and entrance salting and shoveling
    ● Record maintenance requests and complete minor repairs for residents; ensure maintenance completes major repairs
    ● Inspect common areas and clean and/or repair as necessary
    ● Complete Fire Safety walk-throughs and logs
    ● Maintain building alarm system and ensure smoke detectors are in working order
    ● Inspect boiler (if applicable), mechanical room and hot water tanks and clean as required
    ● Inspect and maintain elevator (if applicable)
    ● Ensure compliance with building rules and regulations
    ● Respond to emergency calls after hours as required
    ● Ensure regular garbage removal and recycling pick up occurs; take garbage bins in and out on pick up day (if applicable)
    ● Ensure the parking lot is monitored and maintained for safety
  7. Other Duties as Assigned

Core Competencies, Skills, and Expectations

The incumbent must exhibit and demonstrate the following Core Competencies:
● Accountability
● Adaptability
● Communication
● Teamwork
● Analytical Thinking
● Leadership
The incumbent must demonstrate the following knowledge and skills:
● Ability to use and/or learn how to use new technology
● Strong attention to detail and accuracy on documentation
● Demonstrated knowledge of Landlord and Tenant Act
● Excellent customer service and public interaction skills
● Effective verbal and listening communication skills
● Time management skills
● Decision-making skills
The incumbent must meet the following company-wide expectations:
● Maintain good attendance
● Represent York in a responsible, respectful, and professional manner
● Work with honesty and integrity
● Provide exceptional customer service
● Participate in all required training and follow set policies and procedures
● Maintain confidentiality with secure information
● Bring unresolved customer issues to the Community Manager for resolution

If you are interested in applying for this job or have any questions please contact:

Josie Castagna, Job Developer
(519) 977-6444 ext. 5533, jcastagna@citywindsor.ca

Note to Applicants:
If applying, please ensure you attach a copy of your cover letter/resume/and three references and quote the job posting number located in the upper left-hand corner of this form.

If you do not meet the minimum qualifications for this position, your resume will not be forwarded to the employer, however, we may still be of assistance with your job search. Please call us at 519-977-6444 to see if you are eligible to register if you are not already a client of ETS.

The City of Windsor – Employment and Training Services strives to protect all personal information submitted via the internet in response to job postings. We will not ask you to provide your social insurance number or banking or other financial information. Sometimes things happen that are beyond our control. We cannot guarantee that data in our system is immune from unauthorized access. Please have this in mind when you decide to respond to job postings.

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