Director, Property Management

ABOUT THE ROLE :

Reporting to the Vice President, Operations, the Director, Property Management will oversee Fitzrovia's vintage portfolio known as Maddox (www.

maddox.ca). The Director will oversee all aspects of the vintage residential portfolio in Ontario and Quebec, including operations, budgeting, and managing relationships with employees, tenants, owners, clients, guests and vendors.

The role will lead a team of property management professionals in providing an excellent resident experience.

At Fitzrovia, we pride ourselves on being an entrepreneurial and innovative organization, which makes this role well suited for a candidate looking to roll up their sleeves, wear multiple hats and contribute to all aspects of real estate investment and development.

KEY RESPONSIBILITIES :

Team Leadership

• Manage, mentor and guide the Maddox Property Management team to ensure operational efficiency.
• Participate in all hiring processes (planning, interviewing, onboarding, training, etc) for team members.
• Motivate, coach and supervise team, manage performance, hold team members accountable and give feedback as required.
• Oversee employee performance reviews, disciplinary conversations and coaching.

Operations

• Oversee the preparation of annual operating plans for each property.
• Oversee annual operating budgets for each property for submission to ownership for approval.
• Participate in long-range capital planning and budgeting.
• Review monthly operating statements to evaluate property performance against the established budget to ensure revenues are maximized and expenses stay within budget.
• Coordinate and negotiate with contractors and suppliers (ie : cleaning, security, supplies, etc), including bulk purchasing for the region if appropriate.
• Oversee major property contracts ensuring performance and completion of work.
• Conduct scheduled and impromptu inspections of the Property, including vacant suite inspections, on a frequent basis. Ensure properties are meeting and exceeding Fitzrovia standards.
• Work with property teams to ensure effective and efficient operations.
• Work in collaboration with the Marketing team to incorporate a Marketing Plan for each property.
• Monitor leasing, vacancy and traffic reports, as well as accounts receivable on a weekly basis, and take follow up actions (Property Manager, Marketing, etc) if required.
• Work with the Property teams to manage and mitigate risk, review incident reports and recommend when to file a claim.
• Act in a lead role in the event of a catastrophic event or insurance claim at the Property.
• Ensure operations records, files and documentation are maintained accurately and timely and in accordance with established procedures.
• Liaise with the Accounting team to ensure accurate accounting and proper procedures are in practice at all times.

Customer Service

• Champion and execute the Resident Service program for Maddox, ensuring effective team training and excellent customer service to all residents and guests.
• Ensure property teams have the resources to complete their responsibilities in a timely and professional manner.
• Employ excellent customer service and conflict resolution strategies with both employees and residents, as required, including communications escalated from the property level.
• Monitor resident touch-point follow up and feedback.
• Execute and review customer service surveys and the follow up action taken by staff, making further recommendations if necessary.
• Oversee property communications, ensuring professionalism and consistency in messaging.
• Participate in property events, as appropriate.

Administration and Reporting

• Ensure monthly reporting packages are completed on each property for submission to senior management and ownership, including but not limited to : overview property reports, marketing reports, budget variance reports, accounts receivable reports, capital expenditure and major projects reports, and customer service survey findings.
• Approve purchasing and invoices for supplies and services within company policy parameters.

QUALIFICATIONS AND EXPERIENCE :

• Undergraduate degree in business, hospitality and / or customer service education preferred.
• Minimum of 8 years of management / leadership experience in the property management or hotel industry required.
• Understanding of the Residential Tenancies Act, provincial regulations and related legislation.
• CPM / RPA or other related Real Estate / Property Management related certification will be considered an asset.
• Effective and professional presentation and communication skills, both orally and in writing
• Excellent customer service skills a passion for both internal and external service, with the ability to lead others in delivering an extraordinary resident experience.
• People Management a strong ability to lead and develop a team, with approximately 30-40 direct / indirect reports. Must be able to motivate, empower and coach a team in the achievement of performance goals.
• Ability to act professionally, with maturity, strong judgment and excellent decision-making skills.
• Strong organizational skills, with the ability to multi-task, work under pressure, and achieve quality results in a timely manner.

WHY FITZROVIA :

Fitzrovia is a vertically integrated development and asset manager focused on Class-A and vintage-style apartment buildings across the Greater Toronto Area (GTA) and Montreal.

Fitzrovia provides best-in-class development, construction, property and asset management with a focus on design, active lifestyle management and exceptional customer service.

Fitzrovia partners with public institutions, pension funds and high net worth investors who have a bias towards long-term cash flow generating assets.

The company is the largest developer of purpose-built rental apartments in Canada with over $9 billion of assets under management.

We focus on our people and our culture, and offer a competitive salary, benefits, and career development opportunities. Fitzrovia’s commitment to hospitality is at the core of our DNA.

To learn more about Fitzrovia, our people and our properties, visit www.fitzrovia.ca.

Fitzrovia is an equal opportunity employer and is committed to creating an inclusive environment for all our employees. If you require reasonable accommodation during the recruitment process, please reach us at [email protected].