Property Operations Manager

Property Operations Manager

Department/Division
Operations
Reports To
Regional Operations Manager
Direct Reports
Asst. Property Operations Manager
Financial Accountability

• Budgeting,
• Forecasting
• Financial Month End report
• AR & AP
• Managing Bank accounts

About Us

Greystar is a market leading fully integrated real estate company offering expertise in investment, development, and property management of multifamily residential properties globally. The European business is rapidly growing, and currently covers the United Kingdom, Spain, The Netherlands, France, Germany and Austria.

Our employees are the key to the success of our business with exceptional service at the heart of everything we do. This level of service is a result of their expertise, a solid understanding of the markets they operate in and a passion to provide outstanding experiences.

Our aim is to further expand across Europe by hiring local talent and staying true to Greystar's core values of integrity, respect, professionalism, accountability, service and teamwork. Head-quartered in Frankfurt, Greystar Germany is building on a large-scale residential portfolio across Germany and Austria.

About the Role

Role Summary

The Property Operations Manager is taking overall responsibility for the on-site operations, including leasing management, daily activities and the resources of the properties to achieve established budgeted financial and operational goals. Your focus will be to build a vibrant, innovative, safe and welcoming community our residents enjoy being part of.

Key Role Responsibilities

• Acts as a role model always by demonstrating Greystar's core values.
• Creates positive memorable experiences by exceeding expectations for all residents.
• Coordinates daily activities and resources of the properties to achieve and succeed established budgeted financial and operational goals.
• Supports effective onsite B2C sales and promotion, independently organizes and executes regular site visit tours, providing correct and complete information, contracting prospects and welcoming new residents.
• Oversees the tenancy management process by coordinating and managing apartment inspections, evicting residents, and imposing and collecting late fees and other charges within the terms of the agreement.
• Works in partnership with corporate Marketing & Sales to shape local marketing and leasing strategies based on relevant market data to achieve the property's occupancy and revenue goals.
• Ensures marketing campaigns, advertising, promotional activities and events are effectively implemented. Executes and ensures property branding standards.
• Develops strong relationships with Corporate accounts, University and Agent partners to drive leasing activity and create a solid reputation for the brand in each market it serves. Stays abreast of business developments and acts upon in an effective manner.
• Actively seeks interaction and contact with residents to proactively improve service delivery and ensure community events enhance the overall resident experience. Plans and executes frequent social media posts and newsletters (in collaboration with the onsite and marketing team).
• Meets targeted revenues by ensuring rent, service charges and other fees are collected and posted in a timely and correct manner.
• Supports the preparation of annual budgets by analyzing financial statements, reviewing marketing information, and accessing operational reports.
• Executes timely monthly variance reporting in respect of budgeted and actual spending and on-going communication about the performance of the properties, and responds with urgency to client/owner concerns, questions, issues, and requests.
• Originates, approves and submits purchase orders and processes invoices from vendors, contractors and service providers for payment and manages communication with finance team members and other stakeholders as required.
• Promotes resident satisfaction and retention by ensuring response to questions, requests and complaints in a timely manner, and taking appropriate action to resolve and address service issues.
• Works hand in hand with Health & Safety to drive a safety culture by managing and monitoring the appropriate health & safety and compliance activities including the incident reporting system and ensures that the community operates in a safe and low-risk environment.
• Ensures the operation of the community complies with Company policies and procedures and any laws and regulations governing housing operations and residential lettings, including timely annual WWS rental increase calculations. Keeps abreast of the latest legislation, changes or news within the sector.
• Proposes and manages planned and reactive maintenance and refurbishments engaging operations, marketing and capital projects teams to ensure timely resident communication and completion to a high standard within agreed budgets and timescales.
• Conducts regular community walkabouts and inspections and takes appropriate actions to ensure that the physical aspects of the property, grounds, buildings, and amenities meet established standards for safety, cleanliness, and general appearance and appeal.
• Plans and organizes onsite lease-up operations, including furnishing & make-ready of a (temporary) marketing & leasing office, hiring & training of lease-up staff and execution of lease-up procedures (in cooperation with the Regional Operations Manager and corporate Marketing & Sales), operational planning and onsite support.
• Acts as first point of contact for onsite commercial residents (e.g. retail, catering) and proactively seeks for collaboration opportunities, improving commercial performance and resident experience.

Customer Focus

• Places the customer at the heart of decision-making; constantly ensuring our team members and practices are aligned to the needs of the customer.
• Leads the team to create positive memorable experiences by exceeding expectations for all residents. Proactive in striving for continuous improvement through feedback

Operational Focus

• Follows established policies and procedures by monitoring and ensuring compliance with regulatory requirements, organisational standards, and operational processes related to area(s) of responsibility and reporting violations or infractions to appropriate individual(s).
• Demonstrates appropriate safe behaviours in accordance with Company, property, and departmental policies, procedures, and standards by immediately reporting any mechanical or electrical equipment malfunctions, employee/visitor/resident injuries or accidents, or other safety issues to appropriate individual(s).
• Identifies areas for improvement, offers suggestions to improve efficiency and productivity, and implements ideas that achieve operational excellence.
• Keeps abreast of current changes in technology, processes, and standards within the industry and area(s) of responsibility by attending internal and external training classes, research and/or subscribing to the internet or other professional publications or utilizing other appropriate method(s) to obtain business and professional information and applies knowledge and practices to area(s) of responsibility.

Others

• In addition to the tasks listed here, the holder of the position is obliged to carry out individual tasks on the instructions of the superior which are essentially related to the activity or result from the operational necessity.

Role Scope

• Property: D90 Vienna
• Capacity: 382 Apartments
• Team: 6 Team Members, excluding outsourced service partners (security, cleaning, landscaping, specific maintenance)
• Resident Amenities: Residential Lounge, Cinema Room, Game Room, Gym, Yoga

Key Relationships

• Residents, prospect residents, commercial residents, corporate accounts
• Regional Operations Manager & Corporate Support Teams including Operations, HR, Finance, Systems, Sales & Marketing, Health & Safety & Capital Projects.
• 3rd party contractors, suppliers, partners, municipality, local police & neighbours.

About You

Knowledge & Qualifications

• Graduate/post graduate degree or related equivalent experience
• Strong written and numeric skills.
• Proficient in the use of Microsoft Office packages including Word, Excel and Outlook.
• Strong proficiency in using property management software (preferably Yardi). Training will however, be provided.
• A practical knowledge and understanding of German and Austrian Health and Safety laws & policies, preferably with some form of recognized qualification.

Experience & Skills

• Experience of successfully driving leasing performance and managing operations within the property sector or similar sector (e.g. hospitality, leisure or retail) where service through teams, revenue and occupancy are key profit drivers.
• Experience of leading a team and a proven track record in delivering service excellence in a similar role/environment.
• Demonstrated management and leadership skills enough to recruit, lead, direct, evaluate and manage team members to achieve high performance, including maintenance specialists.
• Self and culturally aware and able to adapt relationship building, communications and negotiation skills to suit audience.
• Excellent verbal and written communication skills in both German and English.
• Enthusiasm to deliver an exceptional experience to stakeholders and continuously improve knowledge of self and others.
• A strong team player but capable of working autonomously and taking ownership.
• Excellent organisation skills with the ability to multitask and prioritise.
• Knowledgeable in respect of landlord/resident/contract legislation in general.
• Flexible approach to work and adaptable to thrive in a changing environment.

We offer:

• Gross annual salary of at least 54,000 euros with the willingness to overpay, depending on professional qualifications and experienceWiener Linien ticket
• Flexible working hours
• An appreciative, value-based and respectful corporate culture
• International career opportunities for your professional development
• A permanent position in a prospering, established large corporation
• Varied, exciting range of tasks in an open and modern environment
• Possibility to work from home

Behaviours & Values

• Integrity - We stay true to the highest ethical standards and principles, and be honest, trustworthy, and humble in all of our words and actions.
• Respect - We accept and value our individual differences and show genuine consideration for the thoughts, needs, and ideas of others. We value and encourage a work/life balance.
• Accountability - We take responsibility and accept ownership for our words, actions, tasks, and results, and respectfully hold others to the same standard.
• Professionalism - We proudly present a positive, dignified, and business-like image at all times through our appearance, behaviour, and interactions with others.
• Teamwork - We work together to accomplish goals, solve problems, and enrich our work environment.
• Service - We make service our top priority by giving our time, knowledge, and experience to serve the needs of our customers, community, and team members.

This job description is not exhaustive; roles are expected to evolve and change over time as the business grows and develops, within reason of the original remit.

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