Action Property Management, the leader in community management, is seeking a full-time Resident Relations Manager to join our MIRA team in San Francisco.

Compensation: Starting at $68,000 Per Year

Schedule: Open Availability

Sunday- Thursday and/ or Tuesday- Saturday (1 Weekend Day Per Week)

Example Shifts: 6:00 AM- 2:30 PM, 10:00 AM- 6:30 PM, 10:00 PM- 6:30 AM

Why Join Action?

Action's goal is to attract and retain the best talent in the industry. We are proudly rated 4.3 Stars on Glassdoor. Check out our Glassdoor page here: https://tinyurl.com/actionglassdoor

Team Member Perks:

• Competitive starting compensation
• Comprehensive health benefits and paid time off package for qualifying employees
• On-going hospitality and property management training
• Opportunities for career growth and advancement
• Values-driven company culture promoting teamwork and excellence

Job Summary:

The Resident Relations Manager is responsible for the oversight, training, and development of the Resident Relations Team, which consists of Resident Relations Supervisors and Associates. The Resident Relations Manager reports to the General Manager and will have the Resident Relations Supervisors as direct reports, with Resident Relations Associates as indirect reports.

Essential Duties and Responsibilities:

• The Resident Relations Manager will oversee all activities performed by the Resident Relations Team and will act as a liaison between building Management and Residents. They will also be responsible for the performance of all Resident Relations staff.
• Maintain the appearance of the lobbies, elevator lobby, amenities, front of building, residential floors, and common areas by summoning the janitorial staff when needed or in the absence of janitorial staff, perform such tasks as tidying up. Works with Engineering team to fix/repair items and troubleshoots technology equipment as needed. Performs regular walks through the property and places work orders as necessary.
• Oversees the use of the amenity spaces by residents. This includes the reservation process, acquiring and recording needed documentation and payment for the reservation, hosting the reservation, following up with post event inspections and issues related to the reservations, as well as regularly auditing and inspecting the amenity facilities.
• Responsible for the creation and adherence to the Resident Relations Team budget. This includes monitoring payroll through efficient staffing, meal/break penalty avoidance through proper scheduling, and other approved methods.
• Produce and provide regular reports to General Manager of various items including but not limited to amenity revenue audits, monthly expenditure reports, package processing reports, and miscellaneous reports as requested.
• Maintains all resident registration forms (bike, pet, etc.), issues decals if necessary and tracks all information in a spreadsheet. Maintains all registration information.
• Act as the Management Liaison for the Amenities & Social Committee, which includes the creation and implementation of social activities in the community, as well as review of the amenity spaces. Duties also include, but are not limited to, attending meetings and events, keeping meeting minutes, and handling miscellaneous projects.
• Assists with Board of Directors Meetings and special projects assigned by the General Manager and/or Board of Directors.
• Review and be familiar with the Association’s Governing Documents for compliance by Residents, guests, and vendors. Oversee the adherence to the Governing Documents, including bringing matters and violations to the attention of the General Manager. Prepare reports for presentation to the Board of Directors on recent violations.
• Processes invoices for vendor payment as needed.
• Prepares newsletters and notices to Residents as requested by General Manager.
• Acts as Management liaison and assists Residents as needed. Assists the General Manager as needed. Assists General Manager with administrative support and coordination of vendors on-site.

Supervisory Responsibilities:

• Oversees the scheduling of the Resident Relations Team to ensure proper coverage at all times. This includes planning schedules in advance, coordinating vacation, sick time, as well as coverage with the On-Call Team and temporary staffing agencies. They will also be required to cover any gaps in scheduled coverage that may arise from time to time. The Resident Relations Manager will also create and implement plans and protocols for insufficient staffing, quick training guides for temp staffing, and call out procedures.
• Creates, oversees, and ensures proper training/onboarding program for the entire Resident Relations Team. This includes continued education for the team as well as partnering with the Regional Hospitality Manager for supplemental training programs for the team.
• Performs regular evaluation of the Resident Relations Supervisors, and works with the Supervisors to conduct regular evaluations of the Resident Relations Associates. This includes new hire reviews, semi-annual, and annual reviews.
• Performs and oversees corrective action process for Resident Relations Team.
• Oversee the Resident Relations Team’s uniform program and adherence to uniform policy. Works with third party vendors for uniform ordering, tailoring, and dry cleaning.

Requirements:

• Must be over 18 years of age and successfully pass a pre-employment background check and drug screening.
• One-year certificate from college or technical school; or three to six months related experience and/ or training; or equivalent combination of education and experience.
• Polished and professional appearance and demeanor.
• Upbeat and positive team player attitude.
• Previous HOA or Property Management experience is not required but preferred.

Action Property Management is an Equal Opportunity Employer and Supports a Drug Free Workplace. Pursuant to the San Francisco Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Job Type: Full-time

Pay: From $68,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Retirement plan
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Afternoon shift
• Day shift
• Every weekend
• Morning shift

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 3 years (Required)
• Management: 2 years (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)
• Overnight Shift (Required)

Ability to Commute:

• San Francisco, CA 94105 (Required)

Ability to Relocate:

• San Francisco, CA 94105: Relocate before starting work (Required)

Work Location: In person