General Manager – FirstService Residential (Tampa)

Do you aim high? Are you genuinely helpful? Are you looking for a place where you can make a difference, receive ongoing support and training, and build a rewarding, long-lasting career? Then you may be a good fit for FirstService Residential, North America’s foremost property management firm. We’re all about our associates, and as we continue to grow, we’re looking for even more quality people who share our dedication to doing what’s right, improving residents’ quality of life, building great relationships and truly making a difference for their clients, their colleagues and themselves. Is that you? If so, we think you should get to know us.

Job Summary

Perform functions to manage, direct and provide leadership to an assigned property and book of business. Ensure property is maintained and operated in accordance with company objectives and facilitate solutions to problems between communities and internal support staff, guided by precedent and working within the limits of established policies, utilizing on-site associates as assigned.

Essential Duties & Responsibilities

• Provide management and leadership of the POA and Lifestyle to assigned property and book of business. Collaborate with Regional Director to develop goals and communicate established goals. Ensure the goals and needs of the property, company and its customers are consistently met.
• Manage the functions of a team within a property while maintaining standards of excellence for processes, methods and personnel. Manage the process improvement and quality control of the property and ensure quality resident service is delivered. Assign and review the work of staff, ensure deadlines are met in a timely manner and prioritize and delegate workload as necessary. Align resources to work assignments and processes to meet business requirements. Provide leadership and direction and assist in the investigation and resolution of internal and external problems and concerns.
• Partner with Regional Director, Board of Directors and internal departments to develop and lead the introduction and integration of new programs, services and initiatives. Act as liaison to ensure quality service is delivered, that Board expectations are met and to assist in prompt response and resolution to questions/problems. Establish and maintain a positive relationship with homeowners, Board of Directors and internal departments to ensure a high level of resident service and achievement of company and property goals and objectives.
• Maintain knowledge and understanding of the contract between the association and FirstService Residential. Ensure all contractual obligations are being met, along with the services outlined in this job description.
• Conduct site inspections regularly, as outlined in the Uniform Property Inspection Schedule as approved by the Board. Process and manage violations and close them out regularly.
• Process architectural control applications and close them out in manner, including the timely return of owner deposits. Prepare committee for ACC meetings and attend.
• Maintain open communication and provide timely action updates to the Board and residents.
• Create, maintain and upload a wide variety of information in FSRConnect including but not limited to work orders, signed meeting minutes and Monthly and Weekly Management Report. Fulfill all company Connect compliance expectations throughout the year.
• Interview, select, recommend, hire, train and schedule assigned staff. Ensure proper coverage and staffing levels for efficient operation of community, including events. Provide direction to staff and assist in the investigation and resolution of problems. Recommend personnel actions, promotions, transfers, terminations, or disciplinary measures. Manage the Performance Evaluation process of assigned Association and provide leadership, counseling and coaching to associates. Maintain harmonious associate/employer relations.

Essential Duties & Responsibilities (Cont.)

• Oversee training and cross-training programs and ensure all direct and indirect associates are aware of and comply with company, government and customer regulations, policies, work procedures, instructions and deadlines. Participate in training programs and webinars as required.
• Observe safety standards and participates in the Company’s efforts to provide a safe work environment. Conduct periodic safety meetings and ensure staff is trained and educated on safety procedures. Address Worker Compensation incidents according to company policy. Implement and utilize best practices and standard operation procedures for the entire community, and audit same annually.
• Maintain calendar of meetings and events and initiate and /or attend a wide range of internal and external meetings. Prepare and conduct a wide range of presentations as needed.
• Provide financial support with a wide range of functions. Review financial statements and report variances; submit invoices to Client Accounting Services in a timely manner and review invoices/checks for accuracy before presenting to the BODs.
• Recommend and manage the budget for the functional area of responsibility. Monitor expenses, initiate cost reduction programs and negotiate prices with vendors. Ensure property expenses are maintained within budget.
• Monitor vendor contracts regularly, submit renewal/cancellation notices, manage contract renewals professionally and advise Regional Director of any upcoming insurance renewals or lapse in coverage.
• Prepare bid comparison analysis and prepare and utilize the Request for Proposal for bid solicitation.
• Maintain awareness of changes in rules, statutes or regulations and communicate changes to staff. Direct training of staff when new procedures are required to comply with changes.
• Update Association communications and ensure current information is displayed on the association boards and website.
• Participate in the development of Standard Operating Procedures and maintain existing procedures. Review processes and ensure they follow current statute. Manage the communication and compliance of SOPs within teams, managers and internal and external customers.
• Prepare, maintain and submit a wide range of reports, contract lists, presentations, documents and manuals as required by Board of Directors.
• Maintain accurate records, files and communications pertinent to the Association and maintain up to date equipment maintenance logs and emergency shut off procedures book.
• Provide Owner assessment report including delinquencies, highlight those owner balances over ? for reminder notices to be sent
• Manage the issuance, retrieval and information updates for all the property Access Control systems and functions including hardware, software and information
• General Manager will attest to the completion of work by vendors and staff by inspection and approval of invoice in the accounts payable approval system

The Property Manager monthly report should minimally include recommendations on the following:

• Draft Motion sheet and agenda will be provided in the monthly management report, and any other Board meetings.
• Action Item list and projected timeframe of completion will be circulated within 48 hours of each Board meeting
• Financial update including cash flow projection, budget variances, delinquencies, cash balances and exceptions
• Activities with respect to both Lifestyle and POA administration and operations
• Open community items and issues with recommended actions to remedy
• Violations report with recommended actions to remedy
• Contract status and actions (contract expiration report) with notification to Board Agenda item with 6-month expiration window.
• Bid analysis report for pending actions
• Vendor performance issues and remedies
• Pending service/parts/equipment order report
• Work order report, including quantity placed and completed as well as aging
• Pools and Hot Tub inspection report – daily inspection and skimming of pool(s), and accurate log
• Monthly inspection report to include twice daily inspection of kitchen, all bathrooms, spa rooms and pool. Inspection report to be devised by sited team to make certain it adheres to the VLPOA standards and State Statutes
• Copy of Asset report prepared through Connect, along with the Preventative Maintenance repair and replacement schedule with performance dates
• Report on ad-hoc maintenance provided or necessary during the month, with analysis of building issues
• Analysis of maintenance repair and actions to identify potential future problems
• All sport court inspection report – all courts must be maintained properly
• Softball field inspection report – must be inspected weekly and be fully functional and clean
• Dog Park inspection report – weekly inspection and fully functional and clean
• Memorial Park, RV Park and resident gardens inspection report- weekly inspection and fully functional and clean
• Timely administration of RV and Boat park rental program in accordance with Board policies
• Administer insurance program with timely notification of pending insurance contracts, and pending insurance claims
• Administer Villa Opt In/Opt Out insurance program with timely notification of pending expirations and coverages in accordance with Board policies and governing documents
• Pond inspection monthly – attend with assigned vendor and become fluent in the VLPOA ponds
• All staff will maintain a concierge atmosphere, with all associates having access to VLPOA owner data, with differing user rights, as necessary. Front Desk staff will be trained to multi-task on software in order to answer questions on owner assessment payments, amenity reservations, work orders, as well as access control.
• Maintain up to date VLPOA owned data information including address, contact information, emergency contacts and contact preferences
• Upload agreed upon governing and association documents, in searchable format, within 48 business hours.

Additional Duties & Responsibilities

• Conduct business always with the highest standards of personal, professional and ethical conduct.
• Perform or assist with any operations as required to maintain workflow and to meet schedules. Notify supervision of unusual equipment or operating problems and the need for additional material and supplies.
• May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, policies, and regulatory guidelines.
• Ensure all safety precautions are followed while performing the work.
• Follow all policies and Standard Operating Procedures as instructed by Management.
• Perform any range of special projects, tasks and other related duties as assigned.

Supervisory Responsibility

Directly or indirectly supervise associates within the assigned property.

Education & Experience

Bachelor’s Degree in Business or related field from an accredited college or university, and five years’ experience in Property Operations, Hospitality or Construction; or equivalent combination of education and experience. Must be certified and licensed by the State of Florida for Community Association Management (CAM).

Knowledge, Skills & Proficiencies

• Knowledge and ability to apply Florida Statutes and Community’s documents.
• Knowledge of assets, cash balance, and availability of funds for projects and cash flow management for capital improvements
• Excellent organization, motivation, leadership, management and interpersonal skills.
• Critical thinking, complex problem solving, judgment and decision-making ability.
• Ability to apply a comprehensive knowledge of particular field of specialization to the completion of difficult assignments.
• Excellent customer service skills
• Strong verbal and written communication skills. Ability to communicate and provide guidance to all associate levels.
• Strong presentation skills
• Ability to read, analyze and interpret technical procedures and/or regulations
• Must have a strong work ethic and be detail-oriented with excellent organizational and multitasking skills.
• Must have strong proficiency in Windows and Microsoft Office, including but not limited to Word, Excel, Power Point and Outlook. Proficiency researching the Internet. Previous experience with financial and accounting programs preferred.
• Ability to work with sensitive or confidential information.
• Demonstrated experience managing large, complex accounts or projects. Ability to meet deadlines and work well under pressure.
• Ability to work well in a team environment as well as independently. Must be self-driven with the ability to identify, plan and prioritize business opportunities. Must appoint Assistant Manager.
• Knowledge of mechanical operations of a building and equipment preferred.
• Ability to respond to emergency situations within established timeframe
• Ability to adjust to changing circumstances.

Tools & Equipment Used

Computer and peripherals, standard and customized software applications and tools, and usual office equipment.

Physical Requirements/Working Environment

This position works under usual office conditions. The associate is required to work at a personal computer as well as be on the phone for extended periods of time. Must be able to stand, sit, walk and occasionally climb.