GENERAL MANAGER, FACILITIES & OPERATIONS - DTLA chez GHP Management

As the General Manager of Facilities and Operations, you are a team builder and leader who provides support, mentorship, and direction to ensure a high level of employee and resident engagement.

You are responsible for meeting the owner’s asset performance expectations by leading the operational functions of the community. This includes oversight of facilities, maintenance, safety programs, parking, shuttle services, and vendor management. You will drive operational excellence by coordinating daily activities, ensuring service delivery standards are met, and implementing proactive strategies for asset preservation, resident safety, and community satisfaction. Under general direction, you will plan, direct, and coordinate operational activities related to the upkeep, protection, and efficient utilization of company assets

You thrive on sharing knowledge, developing your team, and creating a strong future for GHP. You are the primary ambassador of the GHP culture and vision within your community.

Customer Experience and Leadership:

• Provides leadership for the community by setting a Service Excellence standard and inspiring teams to achieve it.
• Oversees the day-to-day financial, sales, marketing, maintenance, and operational functions of the community.
• Promotes regular communication and transparency within the community through daily huddles, regular team meetings, and one-on-one check-ins.
• Promotes and upholds company values, employee promise, policies, and initiatives.
• Efficiently handles resident requests and concerns.
• Creates and develops systems to allow for multiple touchpoints with residents and their guarantors.
• Focuses on identifying challenges early and uses them as opportunities to develop the team and take corrective measures as necessary.
• Empowers employees to solve problems and achieve goals through immediate resolution and training on preventing future challenges.
• Selects, hires, trains, coaches, and provides feedback to the team to deliver Service Excellence.
• Owns the employee experience, drives employee satisfaction, and elevates team behaviors.
• Establishes a learning culture and maintains a strong connection between the community team and GHP.
• Provides reinforcing and developmental feedback to direct reports on a regular and timely basis.
• Performs comprehensive annual reviews of all direct reports and ensures all staff reporting to your region receive adequate reviews. Creates personal goals for individuals.

Financial Performance:

• Maintains fiscal oversight and is responsible for expense control for the Community.
• Collaborates with Resident Services on delinquency management and evictions.
• Expense Control/NOI Management: Manages the community budget and ensures all financial goals are met, including remaining below budget in controllable areas such as building services and supplies, grounds maintenance, maintenance and repair, and turnover expense.
• Ensures that resident notices are delivered within established guidelines and are in compliance with related Fair Housing law.
• Participates in the development of budget reporting and projected annual variances from budget.
• Participates in the preparation of annual operating and capital expense budgets for approval.
• Reviews and approves vendor invoices ensuring these are inspected for vendor delivered services, confirmation of negotiated price and budget compliance.

Operations

• Provides big-picture/corporate directives pertaining to operations, supporting lease-up and occupancy goals, coordinating the “turn” process, evaluating performance, motivating and staffing, assisting with annual operating budgets, and coordinating monthly, quarterly, and annual financial reports to ownership.
• Develops and implements systems for maintenance and facility-related operations and events.
• Develops, reviews, revises, and implements property-wide policies and procedures within the parameters of company policy, values, and culture.
• Turn Process Management: Responsible for vendor management throughout the turn process including documentation, contracts, unit assignments for service, and final documentation to accounting for invoicing.
• Develops SOPs for Turn for the various assigned areas.
• Building Maintenance & Property Appearance Management: Ensures the condition of the building meets luxury standards within all facets of the community, including exterior curb appeal, patio compliance, landscaping, cleanliness, signage and banner upkeep, maintenance and cleanliness of all common areas, office space, parking lots, and amenities.
• Oversees and ensures completion of quarterly unit by unit inspections to ensure compliance with company standards, identify preventative maintenance needs, and preserve asset value.
• Oversees the Maintenance and work order process to ensure it meets company expectations and resident needs.
• Collaborates with Resident Services to ensure that work order follow ups are completed on a regular basis and in an expeditious manner.
• Conducts daily walks to ensure compliance in all facets of community performance and to ensure the property consistently meets GHP standards, including cleanliness, asset preservation, state of repair, and safety/security standards.
• Conducts weekly/monthly property walks with Maintenance Managers and Department Heads.
• Regularly audits property compliance reports.
• Manages compliance with Fair Housing laws and regulations through regular team communication and training.
• Manages compliance with OSHA standards through ongoing training and audits.

 CORE COMPETENCIES

• Customer-Centric – Put the customer, both internal and external, at the heart of everything.
• Leadership - Has an ability to inspire and lead others to goal achievement through day to day interaction.
• Analytical - Regularly makes decisions and solved problems by analyzing information and evaluating results to choose the best solution and solve problems.
• Business and Financial Acumen - Must be able to synthesis complex financial information and interpret financial results.
• Communication - Communicates with Supervisors, Peers, or Subordinates providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Conflict Resolution - Has an ability to remain calm during difficult situations, resolve conflicts and negotiating with others handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

PROFESSIONAL REQUIREMENTS

• 3 - 5 years managing within a student housing community of 1,000+ units, or equivalent experience.
• 3+ years’ experience with financial budget development for a community.
• 5+ years’ experience using industry software such as CRM, Yardi, and MS Office.
• Associate’s Degree and/or ARM or CPM certification, or Bachelor’s Degree or higher preferred.
• 2–3 years’ experience managing large teams.
• Strong working knowledge of Fair Housing and OSHA requirements.

 PHYSICAL REQUIREMENTS:

• Frequently move/traverse and ascend/descend stairs in/around apartment homes and the community.
• Computers and other office machinery are constantly operated.
• Constantly positions self to bend, stoop, reach, and lift.
• Occasionally lifts/moves/carries up to 25 lbs. with/without assistance.
• Constantly communicates, converses, and exchanges information with coworkers, vendors, residents, and visitors.
• Constantly works in outdoor weather conditions.

Salary Range: $ 100-125K Annually.

Benefits:

•  100% Employee coverage options for Medical, Dental, Vision.
•  401(k) plan with employer match
•  Robust Paid Time off benefits: Vacation, Sick Days, Holidays and Personal Days.
•  Employee Assistance program
•  Tuition Assistance
•  Dependent Care and Medical Flexible Spending Accounts
•  Life & AD&D Insurance
•  Pet Insurance
• Employee Exclusive Discounts
• Lucrative referral bonus program