Hybrid Multi-Site Community Manager bei Stark Enterprises

The Multi-Site Community Manager is responsible for overseeing all aspects of property management, ensuring the smooth operation of the community. This includes managing core business processes such as leasing, resident relations, marketing, maintenance, construction and rehabilitation projects, accounts receivable, accounts payable, vendor relations, and recruitment. The Community Manager ensures that the property meets company standards while achieving financial and operational goals. They are also responsible for leading and developing the property team to provide excellent customer service and create a welcoming, professional environment for residents, team members, vendors, and investors.

The role requires a proactive approach to problem-solving, with a focus on accuracy, timeliness, and efficiency in every task. The Multi=Site Community Manager will also work to foster positive relationships with residents, resolve issues promptly, and ensure all operational and financial targets are met in alignment with company policies and goals.

Essential Functions:

Management:

• Manage overtime to ensure it does not exceed the established overtime goals for the quarter and YTD. Review and approve timecards each week.
• Review payroll daily and correct any exceptions by close of business.
• Ensure the office is opened on schedule and adequately staffed.
• Review the Community Manager Dashboard/Box score daily and discuss during the morning huddle.
• Ensure all A/R, A/P, and final account statement tasks are completed daily.
• Complete all company-designated property reports and send them to the Regional Director by the dates outlined on the CM Due Date Tracker.
• Conduct daily morning team huddles utilizing the huddle agenda.
• Communicate all guideline changes monthly to team members in a timely and positive manner.
• Only use vendors approved in Vendor Credentialing.
• Meet or exceed budgeted NOI through effective cost controls and revenue improvement initiatives.
• Review vendor statements and address discrepancies promptly. Ensure no invoices are overdue by more than 30 days, except those under review or dispute.
• Identify, interview, hire, and train team members to ensure the property is staffed appropriately and within the budgeted payroll. Follow company hiring and onboarding guidelines.
• Foster a positive work culture by driving employee engagement, recognizing accomplishments, providing mentorship to support team development and growth, and encouraging cross-functional communication to enhance collaboration across teams.
• Ensure you and your team complete required training by the end of each month.
• Conduct annual performance reviews for all team members.
• Hold team members accountable.
• Along with the Service Manager, update the Personal Property Inventory (PPI) and send it to your Regional Director bi-annually.
• Communicate effectively with the Regional Director regarding property performance at least once a week.

Financial:

• Meet or exceed budgeted rental income, other income, and operating expenses YTD.
• Ensure all money received is scanned and allocated daily. If a manual deposit is necessary, follow the manual posting guidelines.
• Review the delinquency report daily to ensure appropriate notices are sent, and evictions are filed by the 15th of the month unless approved by your supervisor. Ensure evictions are reflected in MRI with an �Eviction Status Date.�
• Ensure no Promise to Pay agreements extend beyond the 15th of the month without approval from the Regional Director.
• Follow Purchasing and Accounts Payable Guidelines, including using purchase orders for every order, proper GL coding, and timely invoice processing.
• Conduct pre-move-out inspections 30 days in advance.
• Ensure all Financial Move Outs (FMO) are completed within 5 days of move out and in compliance with state law. Walk each move-out unit to assess damage charges and overall condition. Verify all charges are accurate before adding them to the final account statement.
• Take ownership of audit and compliance processes, ensuring all operations, records, and procedures align with company policies, legal requirements, and industry standards. Regularly review and update compliance documentation, addressing any discrepancies promptly to maintain a high level of operational integrity.
• Review the Income Statement � Budget vs Actual weekly to ensure income and expenses align with the budget. Ensure all monthly service contracts are paid prior to A/P closing.
• Review the General Ledger monthly to identify items requiring reclassification before AME. Complete and forward the reclass worksheet to the Regional Director.
• Review Purchase Order and Invoice status daily to ensure all expenses are accounted for by month-end. Process invoices daily. Review the Purchase Orders Not Invoiced report in Entrata daily.

Resident relations:

• Work with the Revenue Management team to review and provide feedback on renewal increases. Achieve a renewal rate of 40-60%.
• Achieve a resident satisfaction score of 4.5 or higher on the �All Surveys� Trend Report each quarter.
• Resolve resident issues to a satisfactory outcome and document the issues and resolutions in MRI. Escalate pertinent issues to the Regional Director promptly.
• Respond to customers within 24 hours of receiving a move-in survey, via email or telephone.
• Review upcoming renewals weekly, contact residents 90 days out, and track reasons for non-renewal.
• Respond immediately to social media reputation postings as notified by the marketing team.

Leasing and Marketing:

• Achieve a 4-star average rating or higher on Google Reviews each quarter for resident satisfaction score.
• Answer incoming phone calls professionally and handle them accordingly, whether from prospective residents, residents, internal team members, or vendors. Complete guest cards in Entrata for prospective residents.
• Follow company leasing procedures to greet prospective residents, qualify their needs, present the property and apartments professionally, and close the sale. Follow up within 24 hours.
• Ensure the leasing office, clubhouse, models, and vacant apartments are clean and present a welcoming image of the property daily.
• Process lease applications in screening, review them for approval, and notify applicants within 24 hours.
• Plan community events using the Marketing Calendar.
• Ensure you and your team achieve mystery shopper scores of 85% or higher and 100% on benchmark questions.
• Maintain up-to-date knowledge of the community and the competition by regularly evaluating market conditions and trends. Ensure the leasing team reviews market surveys and visits competitors quarterly. Update market surveys weekly.
• Implement sales and marketing strategies to maximize rental income and increase occupancy.
• Ensure marketing signs are placed daily and the tour route and main entrance area are clean and free of trash to maintain curb appeal.

Maintenance and physical property:

• Walk the community with the Service Manager daily to ensure the property meets Stark�s standards.
• Ensure the team completes and documents work orders promptly. Review pending work orders daily to ensure completion within 24 hours.
• Conduct monthly safety meetings, reviewing the designated safety topic for the month. Ensure all participants sign the Safety Meeting Report. Promote safe work practices and enforce safety program compliance.
• Use the �Make Ready Board� to schedule all unit turns and renovations. Approve units as Market Ready and finalize the make ready process.
• Record appliance, equipment, HVAC, water heater, and flooring details in MRI when new items are purchased or replaced.
• Walk and inspect the property, amenities, and vacant units daily to ensure everything is functional and well-maintained.
• Complete pre-inspections for units on notice to vacate (NTV) at least 30 days before the scheduled move-out.
• Schedule and inspect Bi-Annual unit inspections as per the Unit Inspection Guidelines.
• Complete the Utility Log monthly to track water, sewer, gas, and electric usage. Monitor electricity use in vacant units to reduce expenses.

Other responsibilities:

• Ensure you and your team maintain professional attire, wear name tags, and adhere to the office career apparel guidelines and appearance standards.
• Maintain a clean and organized office and work areas.
• Update the Renovation Tracker weekly if renovations are underway at the property.
• Maintain professional relationships with residents, team members, and vendors.
• Communicate effectively through oral and written channels.
• Perform physical tasks as needed, including walking the property, inspecting units, delivering communications, and showing apartments.
• Assist other communities in the market with operational tasks as needed.
• Demonstrate company core values consistently.
• Complete additional tasks, projects, and responsibilities as assigned by your supervisor or the company.

Skills and Experience:

• High school diploma or equivalent; bachelor�s degree preferred.
• 5+ years of property management experience; management experience required.
• Strong financial acumen and budgeting skills.
• Excellent organizational, communication, and leadership abilities.
• Knowledge of Fair Housing laws and property management software

Competencies:

• Leadership and team management skills.
• Strong problem-solving and decision-making abilities.
• High level of initiative and self-motivation.
• Ability to work independently and collaboratively within a team.
• Commitment to providing exceptional resident experiences.

Why This Opportunity is Exciting for You: We offer a competitive compensation package, including:

• Paid Time Off (PTO)
• Paid Holidays
• 401(k) with Employer Match
• Health, Dental, Life Insurance, and Long-Term Disability Insurance

Additional Information:

• FLSA Status: Exempt
• Location: Site-Level
• Travel: up-to 10%
• Reports To: Regional Manager; in the absence of the Regional Director, the Senior Vice President will be your supervisor.
• Direct Reports: Leasing Consultant, Maintenance Technician, Maintenance Supervisor, Resident Services Coordinator, Assistant Community Manager, Concierge, Front Desk Associate, Assistant Maintenance Supervisor, and General Laborer.
• Decision Making Authority: You are authorized to spend up to $3,000.00 for a budgeted expense on behalf of the property. All unbudgeted expenses must be approved in advance by the Regional Director. You are authorized to sign and approve applications, lease contracts and all associated addendums, but are not authorized to deviate or make any alterations or changes to the leasing and application packages provided by Stark. Authority to hire and terminate must be exercised as outlined in the Hiring and Termination guidelines. Service contracts or unbudgeted concessions are to be approved by the Regional Director.

About Stark Enterprises:
Stark Enterprises is a full-service real estate development company based in Cleveland, Ohio, with expertise in acquisition, development, leasing, property management, construction, architectural design, landscape architecture, marketing, and security. We are committed to delivering high-quality, innovative solutions to meet the evolving needs of our clients and communities.

As an Equal Opportunity Employer, Stark Enterprises is dedicated to fostering a diverse and inclusive workplace. We do not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status, or any other characteristic protected by law. Employment decisions are based on qualifications, merit, and business need.

Join us and be part of a forward-thinking company that values both its employees and the communities it serves.