SERVICE MANAGER EXEMPT

As the Service Manager , you are a team builder and leader who provides support, mentorship and direction to ensure a high level of Employee and Resident Engagement.

You are responsible for achieving cleanliness, maintenance, aesthetics and the Owners asset performance expectations within your Community. You accomplish these goals through leading your teams in creating the greatest possible living experience for our residents and executing the Service projects within your Community. You thrive on sharing your knowledge and creating a better future for GHP. You are the number one Ambassador of the GHP Culture and Vision on your team and a trusted partner to your Community Manager.

REPORTS TO: Regional Maintenance Manager

HOW YOU WILL CONTRIBUTE

1. Customer Service and Leadership

- Provide leadership and guidance for the community team by setting a Service Excellence standard and inspiring the Service Team to achieve it.

- Promote and uphold company values, employee promise, policies and initiatives.

- Establish a learning culture and maintain a strong connection of the Service Team to GHP.

- Select, hire, train, coach and provide feedback to the Service Team to deliver Service Excellence.

- Own the employee experience, drive employee satisfaction and elevate team behaviors.

- Own the residents living experience, drive residents satisfaction and increase residents loyalty through your teams performance.

- Efficiently handle resident requests and complaints and, when necessary, escalate them to your Manager.

2. Maintenance Operations

- Conduct daily walks to ensure compliance in all facets of Community performance and ensure that the property consistently meets GHP standards, including curb appeal, cleanliness, asset preservation, state of repair, safety and security standards.

- Ensure asset preservation and prevent deferred maintenance issues.

- Demonstrate pride in Community aesthetics.

- Manage and oversee repairs and upkeep of the Community and ensure timely completion within 24–48 hours.

- Manage and oversee the preparation of vacant units to be market ready and ensure compliance with GHP standards of quality and timeliness of the unit turn.

- Manage and oversee the proper storage of maintenance tools, equipment, supplies and cleaning inventory.

- Train the Service Team on GHP and community policies, including OSHA (Occupational Safety & Health Act) standards.

- Plan and execute major appliance installations.

- Manage the Service Teams performance related to maintenance operations such as plumbing, painting, appliance repairs, electrical tasks, heating and air conditioning, carpentry work, pool upkeep, fire systems and grounds upkeep.

- Participate in and oversee activities related to the Move-In and Move-Out experience, ensuring our market readies meet GHP quality standards.

- Efficiently manage expenses and capital to meet budget requirements.

- Partner with vendors to ensure project completion and quality standards are met.

- Maintain a fundamental working knowledge of all community documentation and resident guide policies and procedures.

- Ensure timely communication with Community Manager, Regional Managers, Regional Maintenance Managers, other Community teams and stakeholders to anticipate and prevent future concerns.

- Participate in and prepare for quarterly inspection processes at the Community.

- As needed, participate in bank walks and city inspections.

- Make budget recommendations for capital expenditure projects.

Qualifications

CORE COMPETENCIES

- Analytical: Regularly make decisions and solve problems by analyzing information and evaluating results to choose the best solution.

- Business and Financial Acumen: Ability to synthesize complex financial information and interpret financial results.

- Communication: Provide information to supervisors, coworkers and subordinates by telephone, in written form, email or in person.

- Leadership: Ability to inspire and lead others toward goal achievement through day-to-day interaction.

- Conflict Resolution: Ability to remain calm during difficult situations, resolve conflicts and negotiate with others, including handling complaints, settling disputes and resolving grievances.

- Organization: Organize, plan and prioritize work.

PROFESSIONAL EXPERIENCE

- 1–3 years as a Service Manager within a property of at least 150 units, preferably within a Class A Luxury property, and/or a combination of 2+ years as an Assistant Service Manager/Lead with supervision over 4+ team members within a community of 500+ units.

- HVAC certification is a plus.

- Knowledge of OSHA standards and safety requirements.

- Working knowledge and ability to recognize repair requirements for plumbing, electrical, HVAC, carpentry, pool upkeep, fire systems and grounds upkeep.

- A High School Diploma or equivalent.

- Excellent customer service skills.

- Ability to communicate clearly and effectively in English, both verbally and in writing. Multilingual ability is a plus.

- Ability to multitask and good organizational skills.

PHYSICAL REQUIREMENTS

- Frequently move/traverse and ascend/descend stairs in and around apartment homes and the community.

- Constantly position self to bend, stoop, reach and lift.

- Occasionally lift/move/carry up to 25 lbs. with or without assistance.

- Frequently lift/move/carry 5 lbs.

- Constantly communicate, converse and exchange information with coworkers, vendors, residents and visitors.

- Ability to remain in a stationary position for extended periods of time.

- Ability to observe details at close range, within a few feet of the observer.

- Constantly operate a computer, 10-key and other office productivity machinery.

- Constantly work in low to moderate noise levels.

- Constantly work in outdoor weather conditions.