Resident Experience Manager bei Uptown Rental Properties

Job Summary

The Assistant Property Manager (Student) is responsible for managing an efficient, resident-centered leasing process that develops high-quality relationships between Uptown Rental Properties and its residents. This includes providing leadership and support to the resident relations team to ensure high standards of resident service, office operations, and community engagement.

Key Performance Objectives

1. Manages the leasing process from prospect to resident to maximize leasing efficiency and optimize occupancy rates while ensuring the highest quality resident experience.

2. Manages the relationship between Uptown Rental Properties and its residents as the primary point of contact to ensure a high-quality resident experience.

3. Leads marketing efforts for assigned properties to optimize occupancy rates and drive top-line revenue.

4. Provides leadership to the Resident Relations Representatives, overseeing administrative duties, team training, and day-to-day task delegation to maintain excellent office operations and service standards.

Note: Twenty percent of time is reserved for ancillary responsibilities and activities unrelated to the performance objectives.

Essential Duties and Responsibilities

Interpersonal Responsibilities

· Acts as the first point of contact for residents to resolve any issues and answers any questions within their assigned properties, escalating major resident issues to the Property Manager for further resolution.

· Establishes relationships with local businesses and preferred employers to enhance the value proposition of properties and develop a community presence for Uptown Rental Properties.

· Leads the Resident Relations Representatives by providing coaching, feedback, and performance reviews; oversees hiring, onboarding, and training for resident relations staff.

· Collaborates with Resident Relations Representatives and the Property Manager to address escalated resident concerns, ensuring excellent customer service.

Operational Responsibilities

· Reviews assigned properties regularly with the Property Manager to ensure prompt transfer of information on pending leases, essential resident information, and other relevant community information, ensuring the portfolio is maintained to the industry-leading standard of Uptown Rental Properties.

· Participates in setting rents by providing comp reports and any other relevant information to their Property Manager.

· Manages the lease agreement process from application to completion to ensure an excellent resident experience.

· Supports the completion of move-in paperwork with new residents and ensures accurate filing and record keeping in alignment with Uptown Rental Properties policies and procedures.

· Monitors resident adherence to policies and procedures regarding rent payments, renter’s insurance, and utility transfers, escalating to the Property Manager for resolution if necessary.

· Conducts regular property and community walks to ensure the industry-leading standards of Uptown Rental Properties are maintained at all times.

· Creates, assigns, and follows up on work orders for resident maintenance requests using the internal property management software.

· Maintains key marketing and property information on the website and other external marketing sites, ensuring information is up to date on all properties within their community.

· Draws as-built floor plans and takes photos of the properties and communities for marketing purposes.

· Manages the brand reputation of assigned properties by designing and creating marketing material to support marketing initiatives and planned marketing events in alignment with Uptown Rental Properties branding guidelines.

· Supports leasing and marketing with public relation efforts throughout the local community.

· Manages the logistics related to planning and organizing community events.

· Oversees key office functions including package reception, mail distribution, key management, and parking pass administration.

· Ensures the office adheres to opening and closing procedures and maintains accurate tracking of call volume, payment processing, and front-desk quality standards.

Organizational Responsibilities

· Develops and maintains consistent, concise reporting of their portfolio performance.

· Reports on the status of the portfolio’s KPIs, identifying variances and creating an action plan to resolve potential issues, including any escalated property, procedural, and staffing issues to the Regional Manager.

· Collaborates with Maintenance Managers to ensure all properties within their department operate within an assigned budget to maximize NOI.

· Reports on resident relations KPIs and leads action planning to address operational gaps, procedural escalations, or staffing needs in the resident relations area