Resident Experience Manager

Property Management · Calgary, Alberta
Department Property Management
Employment Type Full-Time

Established in 1987, ONE Properties (ONE) is seeking a Resident Experience Manager to join the vibrant, fast-paced team at one of our high-rise purpose-built rental properties in Calgary, Alberta


ONE is a fully integrated real estate company, creating value through activities spanning acquisition, development, property management and asset management. We leverage our expertise across a range of asset classes in commercial and multi-family real estate. Through our offices in Edmonton, Calgary and Toronto, we partner with institutional investors to create master-planned developments incorporating smart growth principles. Visit www.oneproperties.com to learn more about our company.


The Opportunity

The Resident Experience Manager is the primary liaison between the residents at the property on behalf of the management company and ownership.  This position will appeal to a responsible individual who enjoys people and creating a welcoming and dynamic environment for them to call home.  They are responsible for managing resident expectations and providing excellent resident experiences during the tenure of tenancy as it relates to communications and the function of the rental relationship.  Responsibilities include overseeing lease documentation and rent collection, addressing resident concerns, and creation and execution of resident retention strategies. 

The Resident Experience Manager reports to the Property Manager and indirectly to the corporate Director, Multi-Family Leasing & Resident Experience.

 

Accountabilities

Operations

  • Oversee day-to-day operational activities and liaise with the Leasing and Service teams to achieve seamless resident experiences.
  • Oversee coordination of move-ins, including elevator and loading dock bookings.
  • Conduct scheduled and impromptu inspections of the Property.
  • Oversee rent collection, parking, and any other additional services.
  • Ensure resident records, files and documentation are maintained accurately and timely and in accordance with established procedures and related legislation.
  • Responsible for the lease renewal process, including suite inspections, selection of which tenancies to renew, and meeting and negotiating renewals with residents.
  • Initiate enforcement of the terms of the Tenancy Agreement and the Residential Tenancies Act as required.
  • Recommend escalated action to the Property Manager for residents unresponsive to initial collection and tenancy breach warnings.
  • Approve maintenance charge-backs to residents.
  • Responsible for booking and conducting the move-out inspections and assessing any charges.
  • Oversee key and fob systems and security, including accurate maintenance of the fob database and overseeing quarterly audits.
  • Ensure compliance with the Privacy Act.
  • Other duties as required and assigned by the Property Manager.
  • Oversee day-to-day operational activities and liaise with the Leasing and Service teams to achieve seamless resident experiences.
  • Oversee coordination of move-ins, including elevator and loading dock bookings.
  • Conduct scheduled and impromptu inspections of the Property.
  • Oversee rent collection, parking, and any other additional services.
  • Ensure resident records, files and documentation are maintained accurately and timely and in accordance with established procedures and related legislation.
  • Responsible for the lease renewal process, including suite inspections, selection of which tenancies to renew, and meeting and negotiating renewals with residents.
  • Initiate enforcement of the terms of the Tenancy Agreement and the Residential Tenancies Act as required.
  • Recommend escalated action to the Property Manager for residents unresponsive to initial collection and tenancy breach warnings.
  • Approve maintenance charge-backs to residents.
  • Responsible for booking and conducting the move-out inspections and assessing any charges.
  • Oversee key and fob systems and security, including accurate maintenance of the fob database and overseeing quarterly audits.
  • Ensure compliance with the Privacy Act.
  • Other duties as required and assigned by the Property Manager.


Customer Service

  • Practice excellent resident relations through working collaboratively with other team leads to ensure resident concerns and complaints are dealt with in a timely and professional manner.
  • Manage a high level of resident relations, address concerns and complaints promptly and professionally, implementing service-recovery action if warranted.
  • Employ excellent conflict resolution strategies as necessary when communicating with residents.
  • Ensure the Welcome Home Information Guide is kept current.
  • Maintain digital marketing strategies and programs (social media resident engagement posts, monitor for reputation management) aligned with the corporate marketing strategy which may include blogging, creating content and drafting responses to posts from residents or the public.
  • Forge relationships with community organizations, including local businesses in an effort to create charitable experiences or ‘value add’ services for the residents.
  • Responsible for executing community professional resident communications, ensuring consistency in messaging.
  • Schedule, organize and host New Resident Orientation Events providing information and conducting a tour with new residents.
  • Create a resident event schedule as appropriate with the property Valugraphics and amenities
  • Arrange for classes, external instructors or speakers, and host the events.
  • Identify additional services desired by residents, source external service providers and coordinate with the residents (ie dog walker)
  • Follow up with residents at touchpoints, obtaining feedback.
  • Follow up with residents upon completion of maintenance service requests, ensure that a high level of communication occurs in the event of a delay of completion.
  • Implement and execute regular resident satisfaction surveys.
  • Responsible for community professional resident communications, ensuring consistency in messaging.
  • Oversee organization of and participate in community events, including the New Resident Orientation Event.
  • Oversee the coordination and execution of additional services to residents.
  • Conduct resident move-out consultations with residents to assist them with coordination of their move and conduct post-tenancy customer satisfaction surveys, endeavouring to make the move-out process as smooth and easy as possible for the outgoing resident.
  • Arrange for Welcome Treats to be in the suites for new residents on the day they move in.


Human Resources

  • Motivate, coach and supervise staff using pulse-point performance management.
  • Oversee and assist in the training of direct reports.
  • Ensure all teams are appropriately staffed and trained.
  • Facilitate regularly scheduled team check-in meetings.

Direct Reports:

Community Administrator

Concierge

Resident Services Valet – if applicable


    Qualifications

    • Education - High school diploma supplemented with related post-secondary education, hospitality and/or customer service education preferred.  Thorough understanding of the Alberta Residential Tenancies Act, Ministerial Regulations and related legislation.  ARM® preferred. 
    • Experience – Minimum of 2 years experience in a customer-focused service industry, hospitality industry experience preferred.
    • Relationship/Leadership Skills - Able to communicate effectively and professionally, both oral and written; able to develop and sustain cooperative working relationships with team members, residents and the public; self-motivated, professional and flexible; able to motivate, empower and coach/counsel staff in the achievement of performance goals; professional phone manner; mature and self-motivated team player with excellent conflict- resolution skills; committed to personal growth and integrity aligned with company objectives; ability to exercise confidentiality.
    • Organizational/Multi-Task Skills – Ability to allocate one’s time effectively and manage tight deadlines; ability to work under pressure and achieve quality results; ability to handle multiple demands and competing priorities and adapt to new ideas and constant changes; results-oriented, detail-oriented and accurate.
    • Decision-Making Skills – Ability to resolve problems using facts and sound reasoning; ability to achieve goals using a strategic approach; proven innovation with a willingness to manage and adapt to change.
    • Availability - Flexibility to work month-end, regardless of weekend or statutory holiday status.  Willing to be available after hours in an emergency or unavoidable situation.
    • Computer Skills - Proficient in a variety of computer software packages including Microsoft Office, and property management/accounting programs, with preference given to Yardi experience.
    • Police Clearance – A criminal verification check is required for employment.


    What We Offer

    • Competitive pay and benefits.
    • Opportunities to grow and develop skills in multiple disciplines.
    • Dynamic co-workers who share the same core values and priorities with a strong dedication to teamwork.
    • Customer-service orientation.
    • Expanding company with extensive experience, a positive reputation and commitment to the communities where we operate.

     

    How to Apply

    If you have the skills, qualifications and expertise, and want to join our growing team, please submit your resume, cover letter and salary expectations using the following job posting link: https://oneproperties.bamboohr.com/jobs/view.php?id=70 or visit the Careers page on our website www.oneproperties.com/careers.

     

    This job description is a summary of the key position requirements and is not a comprehensive listing. Additional responsibilities, duties and skills may be required for the position.

     

    Salary for this position will be commensurate with the candidate’s experience.

     

    Incomplete applications will not be considered. Posting will remain open until a suitable candidate is found.

     

    We thank all applicants for their interest, however, only those selected for interviews will be contacted.


    Thank You

    Your application was submitted successfully.

    • Location
      Calgary, Alberta
    • Department
      Property Management
    • Employment Type
      Full-Time