Community Manager (Contract)/Gestionnaire de communauté (Contrat)

Community Manager (18-Month Contract)

Le Mille Neuf | Montreal, QC

Who We Are: BGO is a leading, global real estate investment management advisor and a globally-recognized provider of real estate services. BGO serves the interests of more than 750 institutional clients with expertise in the asset management of office, industrial, multi-residential, retail and hospitality property across the globe. BGO has offices in 28 cities across twelve countries with deep, local knowledge, experience, and extensive networks in the regions where we invest in and manage real estate assets on behalf of our clients in primary, secondary and co-investment markets. BGO is a part of SLC Management, which is the institutional alternatives and traditional asset management business of Sun Life.

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BGO promotes a corporate culture that attracts and retains the highest caliber people. We encourage opportunities for growth, development, and promotion by providing our employees with the resources to work effectively and continually strive to perform better. We are committed to a safe and sustainable work environment.

The Opportunity: We have an exciting opportunity to join BGO’s residential rental community. We’re looking for a passionate residential real estate leader to join our team.

The Community Manager will lead the dedicated on-site team, setting the stage for exceptional resident experience, ensuring elevated day-to-day living, and overseeing all operational and business functions of the building, including maximizing the net operating income. The successful candidate will thrive in a fast-paced environment, be a self-starter, have an aptitude for personal growth and have a passion for providing elevated customer experiences.

What You Will Do:

Customer Service:

• Professionally and courteously handle all inquiries, feedback, complaints or concerns. Ensure a high level of resident relations is maintained through regular contact and proactive attention to resident needs.
• Maintain an overall focus on enhancing the customer experience.
• Foster a strong customer service culture amongst all staff.
• Promote a strong sense of community; participate in company sponsored community events.

Management and Administration:

• Ensure resident records are updated daily to coincide with receipt of approved leases, notices to vacate, skips, and evicts.
• Ensure all rents are received, recorded, and cheques are deposited, including security deposits.
• Pursue rental arrears; serving Termination Notices, Rent Increase Notices, and other notices when applicable and in compliance with Provincial Tenancy Act.
• Promote EFT payment – as the in essence only acceptable payment method – repeat message during renewal discussions.
• Take care of lease assignments and sublease requests within the prescribed response period.
• Assess together with the Property Manager any request for apartment upgrades during the lease.
• Assist with thorough orientation and training of new staff, as required, according to established on-boarding training plan.
• Maintain and update the resident directory, locker lists and bicycle room records – and assist with audits.
• Participating in various operations meetings.
• Complete and/or coordinate incoming and outgoing suite inspections and document as required.
• Prioritize follow ups on Moving in surveys – and oversee that deficiencies are resolved in timely fashion.
• Prioritize follow ups on poor Google ratings.
• Prioritize follow ups on poor service ratings related to maintenance requests.
• Negotiate lease renewals in conjunction with established targets and quotas.
• Reception coverage for short periods - as required.
• Assist with the daily monitoring and updating of work orders and Resident notes as required.
• Be familiar with and adhere to the company’s Health and Safety policy.
• Wear prescribed Personal Protective Equipment (PPE) if applicable.
• Comply with regular fire and life safety standards including monthly testing and annual drills. Ensure a thorough knowledge and understanding of emergency procedures fire and flood.
• Ensure all vendors and contractors comply with the established health and safety policy, and immediately report any infractions, hazardous conditions, or damaged equipment to the Property / General Manager.
• Initiate and organize Resident events (Breakfast on the go, Ice cream day, Halloween, Holiday event etc.).
• Overseeing the Guest suite requests and coordinating with the all departments.
• Participate in special projects from time-to-time.

Marketing and Leasing:

• Actively promote resident referral programs.
• Negotiate lease renewals to achieve optimum value.
• Encourage appointments or viewings with all prospective resident callers or walk-ins, when needed. Conduct viewings of the property and suites with prospective residents.
• Qualify prospective residents to determine their needs and suitability as candidates.
• Negotiate leases to achieve optimum value.
• Participate in open houses.
• Assist in the lease approval process as required: collect all pertinent information on the Application Form and forward to the General Manager for approval; completed bank form, employment letters, EFT form and / or certified cheques, background checks, credit checks, lease signing, schedules, assignments, and addendum forms.

Sustainability:

• Set targets and goals for energy efficiency, greenhouse gas emissions, water usage and recycling.
• Continually seek and engage residents and staff in identifying opportunities for waste reduction and improvements in recycling.
• Embrace and pro-actively support BGO's culture of environmental sustainability, and corporate and social responsibility.

Who You Are:

• Experience: 3+ years of related experience with residential property management or hospitality, post-secondary courses in property management or hospitality, experience leading a team.
• Education: A College or University education in a business or hospitality field would be considered an asset.
• Relationship/Leadership Skills: Able to communicate effectively and professionally, both oral and written; able to develop and sustain cooperative working relationships with team members, senior management, contractors, residents, and the public
• 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
• Computer Skills: Intermediate skills in Microsoft Office: MS Word, Excel, and Outlook; knowledge of Yardi an asset
• Availability: Flexibility in hours to ensure availability for last day of each month & the first two to three days of the beginning of the month in order to accommodate the move-in-move-outs, trades and rent collection. Being able to handle emergencies occurring after regular office hours
• Knowledge: A complete understanding of all applicable laws, legislation, and rights concerning resident / landlord relations
• Excellent communication skills: Bilingual (French and English – written and oral)
• Police Clearance: A criminal verification check is required for employment.

At BGO, we recognize that each employee’s unique experiences, perspectives, and viewpoints strengthen our ability to create and deliver the best value to our clients, partners and stakeholders/investors and therefore we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations and life experiences to apply.