General Manager

SUMMARY

The General Manager is responsible for defining and implementing portfolio operational goals that support the investment objectives and performance standards of the Owner. The General Manager is also responsible for developing strong Owner and Tenant relations in order to provide excellent service to both external and internal customers. On a daily basis, the General Manager ensures the completion of all property management functions within the portfolio in accordance with the Owner’s or Urban Renaissance Group’s standards. This is achieved through management, direction, and leadership of the operations team. responsibilities

RELATIONSHIP BUILDING

• Provide leadership and direction to and effectively manage relationships with other departments to ensure a high level of tenant service and achievement of Owner, Company, and property goals and objectives.
• Develop and maintain an effective ongoing tenant relations plan, implement initiatives, and maintain an operating environment to achieve an exemplary level of tenant service as measured by timely and complete resolution of tenant issues and by formal and informal feedback and surveys.
• Develop and maintain strong relationships with Owners; taking the initiative to identify Owner needs and provide service that meets or exceeds expectations.
• Actively participate in company or business group task forces including those offered by industry-related groups.

Management and leadership

• Set clear and concise directives to promote innovative ideas and solutions to meet and exceed customer expectations.
• Demonstrate effective management, leadership, coaching, and development of staff to achieve company and department goals and objectives including but not limited to:
• Conduct regular staff meetings; creating a culture that promotes positive interaction among members of the operations team.
• Ensure job responsibilities and expectations are clearly defined and communicated, work is assigned and distributed appropriately, the staff is appropriately trained, and performance issues are addressed in a timely manner.
• Ensure annual goals and objectives are established for all staff within designated timeframes and regularly provide formal and informal performance feedback to staff.
• Complete annual performance reviews and salary recommendations within designated timeframes.
• Demonstrate actions and communications that support the company’s Equal Employment Opportunity and Affirmative Action Programs in all aspects of employment.
• Ensure staff provides excellent customer service to both external and internal customers by:
• Regularly communicating with staff about the Owner’s goals, objectives, and expectations.
• Regularly communicating with staff about customers and their needs and expectations.
• Setting and enforcing customer service standards.
• Acting as a role model when providing customer service.

Operations

• Oversee vendor relationships and contract administration in accordance with Owner specifications, ensuring service expectations and contract obligations are met; and costs are within budget, and/or opportunities for expense savings are achieved.
• Oversee portfolio contract bid projects in accordance with Owner specifications; meeting all deadlines, ensuring high-quality analysis of the bid responses, and providing concise recommendations on contract award.
• Ensure that all Property Management Systems, policies, and procedures are implemented within established timeframes and followed consistently.
• Ensure security, life safety and emergency plans are consistent with the Owner’s objectives, and that staff is fully trained.
• Ensure semi-annual formal and ongoing informal property inspections are completed.
• Ensure compliance with insurance requirements, building codes, life safety codes, and other applicable laws, regulations, and policies.
• Regularly provide construction updates to the Owner; ensuring tenant improvement and other construction projects are completed on time and within budget by effectively overseeing all construction projects and ensuring compliance with the construction SOP.
• Continually survey the market to ensure that the property services are first in class and are being provided in a cost-effective and efficient manner.
• Stay abreast of current government issues, labor issues, or code issues affecting the portfolio.

FINANCIAL

• Review and approve the annual budget(s), meeting all deadlines and demonstrating a thorough analysis and consideration for the goals of the asset as well as market conditions.
• Ensure complete and accurate monthly reporting within established deadlines; review monthly reports for accuracy and quality of analysis prior to distribution.
• Endeavor to achieve a noticeable reduction in annual operating expenses without detrimentally impacting the long-term performance of the Asset.
• Implement and maintain a successful program to ensure an average of 98% of Base Rent and Escalation is collected and posted by the 10th of the month (or according to specific lease provisions) and that all other income is collected within 30 days of invoicing.
• Continually strive to identify new opportunities for generating additional income.
• Develop and present complete, clear, and concise analysis and recommendations for unbudgeted projects to the Owner. Implement all budgeted and unbudgeted projects on time and within approved costs.

Leasing

• Track new leases and existing leases and promptly notify the necessary departments of any critical dates, encumbrances, or other significant lease terms.
• Coordinate with the leasing group to implement new and renewed lease agreements, license agreements, sublease assignments, and various other agreements; conduct prospective tenant tours, and ensure tenant move-ins and move-outs are effectively managed.

Skills + Abilities

• Supervisory experience leading small and large teams, including ‘dotted line’ reporting.
• Strong working knowledge of cash and accrual accounting principles for property management.
• Strong working knowledge of risk management, environmental codes, mechanical, electrical, plumbing, vertical transportation systems, building automation, and life safety systems as well as other systems pertaining to commercial real estate such as telecommunications, energy management, and utility deregulation issues.
• Strong working knowledge of customer service principles and practices. Demonstrated ability to effectively address and resolve sensitive tenant and vendor issues.
• Working knowledge of architectural and construction processes.
• Strong oral and written communication skills. Demonstrated ability to read, analyze, and interpret technical procedures, leases, regulations, or documents with a similar degree of complexity.
• Demonstrated ability to write non-routine reports and correspondence.
• Demonstrated ability to effectively present information to Executive stakeholders, Owners, and other business groups.
• Demonstrated ability to effectively share information, identify and resolve issues, and influence outcomes with internal staff where a direct reporting relationship does not exist.
• Demonstrated initiative and ability to identify, surface, and analyze issues, and develop and present recommendations.
• Demonstrated ability to manage multiple tasks and priorities to a conclusion.
• Demonstrated ability to respond to changing and sometimes ambiguous situations.
• Intermediate proficiency in Microsoft Word, Excel and proficiency in or the ability to develop proficiency in accounting software (Yardi), budgeting applications (Kardin), and property management software (Building Engines).
• Demonstrated ability to complete objectives and projects with broad managerial direction. Demonstrated ability to develop projects or plans to meet business group goals and strategies.

MINIMUM QUALIFICATIONS

• Bachelor’s degree (B.A. or B.S.) in Business, Real Estate, or related field from a four-year college or university.
• 10 years of increasingly responsible experience in managing commercial real estate.
• C.P.M. or R.P.A. designations preferred.
• Active real estate salesperson license preferred.