Resident Manager

About FLATS

FLATS®, by Collective Residential, is a real estate company built around lifestyle and known for its creative approach to urban apartment living. We pride ourselves on being “anything but expected,” with a mission to “bring big style to smart spaces.” Through thoughtfully designed homes and smart technology, we create what we call the FLATS life: homes with soul that embrace value, individuality, and community.

Position Overview

The Resident Manager at The Hall Lofts, a community of 358 apartments, is accountable for onsite operations centered on the resident life cycle. You’ll manage the resident experience from first tour through move out, with the goal of the highest possible resident satisfaction. You’ll train, mentor, and develop the team, and help meet owner and partner performance goals, including the operating budget and marketing plan.

This position supervises and trains the leasing consultants and reports to the Property Manager. It is fully onsite. The work schedule is Monday through Friday, with some rotating weekend coverage. Hybrid and remote work are not available.

Requirements

• Conduct all business in line with company policies and procedures
• Maintain appropriate resident communications
• Keep accurate property records, including lease agreements, applications, renter’s insurance, and related documentation
• Report all liability and property incidents to the Property Manager immediately and make sure incident reports are filed according to best practices
• Team Leadership
• Maintain the leasing staff schedule and approve payroll based on business needs
• Hire, train, motivate, supervise, and when needed terminate onsite leasing team members, in collaboration with the Property Manager. This includes onboarding, annual performance reviews, and timesheet approval
• Lead ongoing training with office staff on paperwork, workplace safety, and other topics as needed
• Reporting and Customer Experience
• Prepare daily, weekly, and monthly reporting on leasing activity and operations
• Build a strong customer service culture
• Guide the leasing team so reputation management, social media, website, and internet listing service (ILS) engagement meet business benchmarks
• Monitor customer experience surveys, celebrate wins, spot areas for improvement, and work with the team to put solutions in place
• Property and Resident Operations
• Conduct physical property inspections to keep curb appeal at a high standard
• Manage the make ready process with the Chief Engineer so every resident gets a great move in experience
• Work with service teams to resolve problems quickly, and own the resolution of resident complaints
• Organize and coordinate resident engagement events
• Leasing and Renewals
• Give informative, personalized tours that turn into new leases
• Hold personalized renewal conversations to understand residents’ current and future needs and secure renewals

Qualifications

• Education
• Bachelor’s degree or designation in a related field. Two years of management experience may be considered in place of a degree
• Experience
• 2 to 3 years of experience in multifamily leasing or property management
• Background in customer service and team leadership, with a proven track record
• Knowledge of landlord and tenant law
• Excellent attention to detail and organizational skills
• Strong computer skills, including Yardi and Microsoft Office 365 (Excel, PowerPoint, Word, and Teams)
• Experience with Willow Bridge, Greystar, Cushman & Wakefield, Sherman Associates, Stuart Co., or a similar operator is a plus
• Work Environment and Physical Demands
• This onsite position works in a professional office environment within the community. The role regularly requires talking and listening, and frequently requires standing, walking, using hands to handle or feel objects, and reaching with hands and arms.