Community Supervisor - Build to Rent

PMR are seeking a Community Supervisor to work with our client at their new Build to Rent development in Cardiff. We are ideally seeking an experienced Front of House Manager from either the residential property, PBSA or hospitality industry.

This role carries primary responsibility for delivering a 'best-in-class' service to residents and visitors. Responsible to ensure the leasing and renewal targets of the asset are met in a proactive fashion.

Be the leader in delivering consistently excellent service that leads to resident renewals.

Your objective will be to achieve occupancy, revenue, and resident retention goals by performing all activities related to leasing to new residents, providing resident satisfaction throughout the term of the lease, and securing resident lease renewals and referrals.

You will be responsible for the development, engagement and motivation of the team, and lead the team to success in achieving its goals.

You will need to be fully committed in able to support the Community Manager in all aspects of the role including supervising leasing performance, occupancy, team members, reporting, problem solving, resident satisfaction, strategizing and delivering resident events, etc. You will be required to collate and submit reports (daily, weekly, monthly, and quarterly) accurately and in a timely fashion.

Your role will include all aspects of recruiting, on-boarding, training and inspiring a team of Community Hosts. You will also be responsible for the day to day management of the team, training, motivating and developing the team.

Responsibilities:

• Inspiring, motivating and leading the Community team to perform all sales and leasing activities to achieve the community's revenue and occupancy goals by greeting and qualifying prospective residents, conducting community tours and showing apartments, processing applications, preparing the lease and move-in package, and ensuring a smooth resident move-in and lease signing by taking a hands on leadership role.
• Stays informed about current market and competitor conditions that may impact the community's occupancy and sales results, develops and implements short- and long-term marketing plans and goals to sustain occupancy, and follows the community's established policies related to concessions, specials, and other programs to boost occupancy
• Ensure pricing is correct on all platforms and in line with the market rents alongside maintaining the portals such as Rightmove and Zoopla and the website.
• Uses the on-site community management software application to track apartments' availability, record traffic and leasing activities, manage resident and future resident's data, and capture critical demographic and other information about existing and future residents.
• Ensures that the community meets company standards by daily inspecting the marketing corridor and leasing tour, communicating maintenance and upkeep needs to the community's maintenance team, merchandising and ensuring physically appealing models and amenities.
• Follows-up with future guests and new residents to ensure satisfaction by sending e-mail, thank-you notes, and cards or making telephone calls or other contacts to finalise decisions to lease and/or renew
• Executes activities in support of the community's lease renewal program by preparing lease renewal letters and packages for residents, meeting with and contacting renewing residents in advance of move-out dates, and ensuring that lease renewal documents are signed and implemented on time
• Responds quickly and courteously to resident concerns and questions, and takes prompt action to solve problems and/or document and convey resident or other requests to the appropriate individual
• Planning and hosting weekly and seasonal community events on site.
• Able to handle complaints and manage feedback via sites such as Homeviews, Google Reviews and others.
• Completes various accounting, financial, administrative reports
• Follows established policies and procedures by monitoring and ensuring compliance with regulatory requirements, organisational standards, and operational processes related to area of responsibility and reporting violations or infractions to appropriate individual
• Follows health & safety procedures and policies in accordance with company, community, and departmental policies, procedures, and standards by immediately reporting any mechanical or electrical equipment damage, Associate/visitor/resident injuries or accidents, or other safety issues to appropriate individual
• Identifies areas for improvement and offers suggestions and recommendations to improve efficiency and productivity
• Keeps abreast of current changes in technology, processes, and standards within the industry and area 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 to obtain business and professional information, and applies knowledge and practices to area of responsibility
• Ability to keep sensitive information highly confidential at all times

Team:

• As a team player & supervisor, responsible for training and supervision of the Community team and is involved with hiring, interviewing, training, and completing performance reviews
• Ensure that all team members have clear understanding of their roles and responsibilities
• Provide induction training for all new team members including training records and access to learning tools
• Conduct regular meetings with the team to discuss performance and create a Personal development plan with clear objectives
• Managing team's rotas, holidays and sickness
• Organise and manage the day to day distribution of tasks and jobs to the team
• Build positive and productive working relationships with colleagues and subordinates across the portfolio
• Strong communication and people skills to be able to work under pressure and meet tight deadlines
• To follow company policies and procedures