The General Manager (GM) is a performance driven leader and mentor to all onsite direct reports. This position provides the overall supervision of a HOA community, interacting with board members, homeowners, vendors, committee members as well as staff of the Client Shared Services Center (CSSC) of Associa.
The GM will work collaboratively with the board on homeowner services, facility management, project oversight, Committees, proactive and clear communication with all residents and management of employees.
Job Duties and Responsibilities
Safety
Manage functionality of all Emergency and Fire Safety systems and procedures throughout the property.
Ensure all emergency phone tree contacts within each Property Emergency Manual are current with valid contact information.
Have all employees fully trained on emergency responsiveness.
Monitor timely building infrastructure inspections with local code enforcement and the Fire Marshall.
Employee Morale
Provide leadership and oversight in general operations of the property.
Foster a positive workplace environment with clear lines of communication.
Develop career engaged employees in their professional learning and advancement.
Work collaboratively with branch management, Human Resources and on-site management on any employee issues as they develop.
Recruiting, orientation and onboarding of all new employees.
Coaching, counseling and discipline, working with HR, with all employee issues.
Board Meetings
Attends all board meetings, providing an agenda, status of prior meeting action items, meeting materials and new business recommendations.
Manages the annual meeting and open board election process incorporating:
Notice of meeting/election per Governing Docs
Call for candidates
Distribution of proxy ballots
Coordination of candidate bios and introductions
Preparation of annual meeting slide deck, in cooperation with each board officer
Promote casting of ballots and meeting attendance in advance, seeking to meet quorum
Pre-meeting proxy ballot count
Coordinate meeting process In-meeting final ballot count
Liaison with any and all committees, meeting on a regular schedule basis to provide resources and open communication channels with the board.
Financial Management
Process and properly code all invoices from vendors and service provides via StrongRoom
Oversee timely and accurate ADP payroll processing each pay period
Review and analyze monthly financial statements to ensure accurate and timely reporting
Prepare a monthly Variance Report, describing all material variances to budget and the underlying reasons
Prepare a draft annual operating budget for board's review and approval, according to the Governing Docs
Assist Somerset with coordination of state and federal tax filings
Assist Somerset in securing engagement letters from the board by which to conduct the annual third part CPA audit of the HOA
Ensure capital project expenditures are coded toward Replacement Reserves as appropriate
Facility Management
Establish a functional work order process whereby requests are handled promptly and completely, and the Chief Engineer manages the productivity of same.
Create and oversee a Preventive Maintenance schedule that covers all key assets including: mechanical, electrical, plumbing, infrastructure, electronic systems, security access and building infrastructure. The GM reviews worked performed with the Chief Engineer and then reports progress to the board during the monthly board meeting.
Responds to repairs and maintenance items that occur with the Chief Engineer.
Oversees project management via the annual Reserve Budget.
Review the Reserve Study annually and make recommendations for modifications.
Walk a portion of your building and parking lot daily, preferably with your Engineer, so that by the end of each week, you have seen and assessed the complete building, garage and grounds. This will give you the opportunity to stay ahead of any developing issues, create opportunities to see and visit with residents and communicate to your staff that you are paying attention to the details.
Project Management
Attend all project meetings and coordinate follow through with the board of directors.
Provide work product and information to Engineering Firms, Attorneys and Contractors as needed.
Coordinate project funding via Special Assessment and bank loan program, acting as liaison with Somerset corporate office and centralized Accounting.
Participate with external project update reporting mechanisms and address follow through on the part of management as appropriate.
Lead homeowner communications on all project status reports and updates.
Coordinate access and informational messaging with homeowners when project work intersects with individual homeowner units.
Oversee in-house Engineering Department as it supports and interacts with project personnel.
Administration & Operations
Responsible for maintaining a consistent level of cleanliness throughout the property.
Ensures onsite employees are in uniform, name tag with appropriate hygiene and grooming.
Provides training and resources for employees to conduct their duties with reasonable ease.
Establishes performance accountability by department that is documented regularly.
Assists board with annual insurance quotes, comparisons and selection of appropriate carrier(s).
Solicits 3 bids on all contracts and service agreements before presenting and recommending options to board.
Communications
Manage board member communications, assuring all members are aware of issues, concerns, projects and all relevant matters, as they arise.
Provide board members with sufficient advance notice as possible, and provide as much information that is available, to assist board with decision making.
Support TownSq application and training across all system users.
Assemble and share a weekly update report to the board of directors, with bullet points of action items accomplish, and a status of those projects still in progress.
Author and distribute a periodic all-home owner newsletter / update, so residents can know what is going on and better appreciate the work involved in increasing the value of their property.
Follow up personally with each homeowner following an issue resolution, to ensure they are satisfied and to underscore your personal oversight.
While working on major projects or extended matters, take the time to communicate what you and your team are doing, enabling residents the chance to understand that work is in progress. The absence of communication creates the assumption that nothing is being accomplished.
Knowledge and Skills
Strong track record of increasing Employee Engagement and Satisfaction through a hands-on collaborative leadership style.
Proven ability to generate a high level of board and home owner satisfaction at a sustained level.
Professional communication skills that are effective at all levels of the organization as well as our clients, board members, vendors, bankers, attorneys, contractors and strategic partners. Proficient in written, verbal and public delivery of communication.
Confidentiality and discretion in the performance of all duties and responsibilities.
Solid knowledge of Accounting, Financial statements and Managerial reports.
Proficiency with Microsoft Office Suite of product (WORD, Excel, Outlook, etc.)
Knowledge of Facility Management, including Preventive Maintenance, Work Orders, Operations, Capital Project oversight and Reserve Study management.
Detail orientation with strong follow up skills, establishing accountability.
Clear analytical and problem-solving ability, the decisions of which may impact several stakeholders.
Proactive analysis of related information and options on each topic, enabling you to come to the board with proposed solutions and options vs. just identifying a problem exists.
Education and Experience
Bachelor's Degree preferred.
3-5 years of Management experience at property level.
Home Owner Association (HOA) condominium experience or from a closely related industry such as Hotels & Resorts, Apartments or Commercial property management.
Working Conditions
Typical office environment
On-site tours of existing buildings
Construction sites
Light travel will be required
Ability to attend evening HOA board meetings
Adherence to Covid-19 sustained protocols, while enforced