What are the responsibilities and job description for the General Manager- HOA position at Castle Group?

Under general supervision and in association with the Board of Directors, the General Manager plans, directs, recommends, and implements policies and procedures to ensure the services required to maintain the common elements of the Association are provided in a first-class manner and in accordance with community rules and regulations.

This is a hands-on leadership position responsible for overseeing the community's operational, administrative, financial, human resources, maintenance, and security functions. The position requires the General Manager to be on call 24 hours a day, 7 days a week for emergency consultation in the event of incidents requiring management intervention. All services of the General Manager are under the direct supervision of Castle Management and are performed as stated in the Management agreement between the governing Board of Directors and Castle Management, LLC.

The General Manager provides exemplary service in a manner consistent with the values and mission of the Castle Group. He or she performs all responsibilities while demonstrating outstanding customer service skills representative of Castle Royal Service.

Essential Duties and Responsibilities

Operations and Accounting

Plans, directs and oversees implementation of comprehensive systems for protection of the community assets and records of the Association in a professional manner.
Directs team on issuing violations and preparing for grievance committee meetings.
Ensures collection policy is being followed by site team and accounts are being referred to the attorney as dictated by the collection policy.
In collaboration with department managers, create and manage the Association's budget and financial processes.
Inspects community and facilities to ensure maintenance and security needs are being taken care of by appropriate Department Heads.
Assists in the preparation of monthly financial reports and reviews for accuracy and variance trends. Maintains working knowledge of the Association's financial reports and provides support to the Treasurer by obtaining responses to financial questions.
First point of contact for Home Office escalations, specifically Accounting related items.
In collaboration with department managers, complies with all reporting requirements outlined in the Castle Management contract.
In collaboration with other departments, assists in preparation of the Annual Budget and coordination of Budget Meetings.
Oversees solicitation of bids, and bid analysis sheets for Board Review for maintenance, construction, and other community projects, as well as services deemed to be in the best interests of the Association.
Oversees the drafting of RFPs (Requests for Proposal) as needed before bidding on large projects to ensure data received is comparable across all vendors.
Ensures that direct reports promptly investigate and make a full written report of all accidents or claims for property damage and personal injury, including work-related injuries, and that they properly report it within the appropriate timelines to the appropriate party.
Acts as liaison between Department Managers, legal counsel, Board Members, and Association vendors as necessary to conduct Association business.
During the Property Manager's absence, ensures Assistant Property Manager tracks all architectural change requests by homeowners and inspects for compliance upon completion. Utilizes assigned software programs to engage with Board or Committee members during the architectural review process. Attends ARC meetings.

Talent Management

Owns all aspects of the employee cycle for direct reports, including hiring, training, managing performance, approving payroll and PTO, as well as coaching and developing teammates on-site. Ensures the team is capable of meeting the community's goals and high standards in a hospitable, sensitive, and courteous manner.

Ensures all safety precautions and procedures are followed by all site teammates while performing assigned duties.

Managing Relationships

Fosters appropriate communications between Board Members, Residents, and Management.

Responds within the required timeline to all owner and Board Member requests.

Other duties and responsibilities as assigned.

Supervisory Responsibilities

Directly manage the on-site leadership team.

Carry out supervisory responsibilities following Castle's policies and applicable laws.

Responsibilities include interviewing, hiring, training, developing, and mentoring employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the required knowledge, skill, and / or ability. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience

CMCA, AMS, PCAM preferred.

A Bachelor's is preferred with a concentration in business or hospitality.

Five (5) years of CAM or related leadership and business experience, or more depending on the community, are required.

Experience in managing large scale HOAs with amenities.

Leadership Experience of 5 years, leading a team of at least 10 teammates.

Outstanding customer service, communication, and interpersonal skills to help create effective customer-focused relationships with all levels within the organization. Experience with conflict resolution strategies is required.

Must be able to work under tight deadlines and use time effectively based on key priorities. Advanced time management skills.

Effective written and verbal communication skills.

Basic knowledge and understanding of Property Management accounting practices, terminology, and budgeting (forecasting) skills required.

Ability to interpret, review and analyze and summarize financial statements including reporting information to Board.

Capital project budget / management experience.

Intermediate command of computer hardware / software, specifically Microsoft Office Suite.

Skills and Abilities

Excellent verbal and written communication skills.

Excellent interpersonal, negotiation, and conflict resolution skills.

Excellent organizational skills and attention to detail.

Excellent leadership development skills.

Strong talent development skills.

Strong analytical and problem-solving skills.

Ability to prioritize tasks and to delegate them when appropriate.

Ability to act with integrity, professionalism, and confidentiality.

Strong presentation and public speaking skills required.

Intermediate skills with Microsoft Office Suite (including SharePoint, Excel, Word, Outlook, and PowerPoint).

Communicate, receive, and exchange ideas and information by means of spoken and written language.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to lift 30lbs following appropriate safety procedures.

Ability to work in an upright standing position for long periods of time.

Ability to work in different environmental working conditions (e.g. heat, cold, wind, rain).

Walk and climb stairs.

Handle, grasp, feel objects.

Reach with hands and arms.

Extensive use of fingers for typing and visual use of the computer monitor.

Ability to quickly and easily navigate property / buildings.

Repeat various motions with wrists, hands, and fingers.

Ability to detect auditory and / or visual emergency alarms.

Ability to hear, understand, and respond appropriately to verbal requests made in person and over the telephone.

Visual ability correctable to 20 / 20.

Ability to respond verbally in an understandable, professional manner in person and over the telephone.

May be required to travel for training sessions off-site as needed. It may be occasionally required to cover for staff at other communities within a reasonable commuting distance.

Ability to work extended hours and weekends if needed.

Position may require valid Driver's License.

Able to work under pressure, maintain composure and utilize good judgement during emergency / difficult and stressful situations.

EQUAL EMPLOYMENT OPPORTUNITY

Castle is an equal opportunity employer and prohibits discrimination and harassment of any kind. All employment decisions are based on qualifications, merit, and business needs, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or any other protected status under federal, state, or local laws.

DISCLAIMER

This job description is intended to convey information essential to understanding the scope of the position and is not exhaustive. Duties, responsibilities, and activities may change or be supplemented at any time based on organizational needs. In addition, management has the right to change any portion of this job description at any time and for any reason.

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