Summary

Provides management, direction, and leadership to ensure the portfolio is maintained and operated in accordance with the investment objective to provide a maximum return and investment.

Responsibilities

• Provide leadership and direction to and effectively manage relationships with other business groups, e.g. asset management, leasing, construction, 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 a satisfactory level of tenant service as measured by formal and informal feedback and surveys. 
• Define and implement goals relating to internal and external customers. 
• Set clear and concise directives to promote innovative ideas and solutions to meet and exceed customer expectations.
• Develop and submit complete and accurate annual budget(s), meeting all deadlines and demonstrating a thorough analysis and consideration for the goals of the asset as well as market conditions. 
• Develop and submit complete and accurate reports by established monthly deadlines ensuring a high quality of analysis in the forecast and clear and concise explanations of financial and operational variances.
• 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 are collected within 45-60 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.
• Provide competitive property operating expense and tax expense information and explain variances between competitive benchmark expenses as compared to property expenses.
• Review and approve annual reconciliation of operating and real estate tax expenses, annual estimated operating and real estate tax expenses, annual calculation of CPI increases, expense gross-ups, and tenant expense pools.
• Manage vendor relationships effectively to ensure service expectations and contract obligations are met and costs are within budget and/or opportunities for expense savings are achieved.
• Ensure janitorial, engineering, security and parking vendors conduct appropriate analysis to ensure staffing levels are consistent with meeting ownership objectives.
• Complete portfolio contract bid projects, meeting all deadlines, ensuring a high-quality analysis of the bidders’ responses and providing concise recommendations on contract award.
• Manage and bid site-specific service agreements and compliance with service agreement specifications including, but not limited to, agreements for janitorial service, security service, garage management, and elevator maintenance.  Ensure that all contracts are bid according to the Management Agreement. 
• Effectively coordinate with the leasing group to implement new and renewed lease agreements, conduct prospective tenant tours, and ensure tenant move ins and move outs are effectively managed. 
• Coordinate with Owner and leasing group tenant requests for subleases, assignments and/or various license agreements i.e. parking, storage, rooftop agreements.  Assure documents are produced using Owner approved standard documents.
• Initiate contact with the new tenant representatives to coordinate the move-in process, provide an introduction and orientation to the management staff and building, review available services, and explain the building rules and regulations.
• Track new leases and existing leases and promptly notify the necessary departments of any changes before they occur, ensuring changes are appropriately documented.
• Manage tenant relationships to ensure tenant retention and a high level of service including timely and complete resolution of tenant concerns, coordinating special services and requests and conducting formal and informal inspections.
• Ensure tenant improvement and other construction related projects are completed on time and within budget by effectively overseeing all construction projects and ensuring compliance with the construction SOP.
• Ensure security, life safety and emergency plans are consistent with Owner’s objectives, and that internal staff is trained on all emergency processes.
• Ensure distribution of security and life safety plans to all tenants.  Ensure training and fire drills are conducted according to code.
• Effectively use Building Engines to measure property performance; submit accurate and complete reports on a monthly basis in a timely manner.
• Ensure thorough semi-annual formal and ongoing informal property inspections are completed. Ensure identified issues and deficiencies are documented in Building Engines within timeframe agreed to with manager and corrected in a timely manner as defined by manager.
• Ensure compliance with insurance requirements, building codes, life safety codes and other applicable laws, regulations and policies.
• 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.
• Establish and maintain industry contacts and relationships in the property’s marketplace through involvement in trade organizations, property management and real estate associations and networking opportunities with vendor outreach and peer groups.
• Actively participate in company or business group task force including those offered by industry related groups.
• Stay abreast of current government issues, labor issues or code issues affecting the portfolio.
• Ensure that all Property Management Systems, Polices and Procedures are implemented within established timeframes and followed consistently.
• Create the culture needed to enhance, promote and execute daily positive interaction among members of the building management team.
• Provide excellent customer service to both external and internal customers by:
• Building positive relationships with customers
• Taking initiative to identify customer needs and provide service that meets or exceeds customer expectations 
• Communicating effectively in person as well as via telephone and email.
• Manage exempt staff including Senior Property Manager, Administrative Assistant and Chief Engineer. 
• Demonstrate effective management, leadership, coaching and development of staff to achieve company and department goals and objectives including but not limited to:
• Ensure annual goals and objectives are established for all staff within designated timeframes.
• Ensure job responsibilities and expectations are clearly defined and communicated, work is assigned and distributed appropriately, staff is appropriately trained, and performance issues are addressed in a timely manner.
• Conduct regular staff meetings.
• Regularly provide formal and informal performance feedback to staff including discussions of strengths and areas for improvement.
• Complete well thought out and well-documented annual performance reviews and salary recommendations within designated timeframes.
• Demonstrates 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.
• Providing coaching, feedback and recognition to enhance staff members’ customer service skills.
• Acting as a role model when providing customer service.

Skills + Abilities

• Strong working knowledge of cash and accrual accounting principles for property management in the use of budget analysis, financial statement analysis and the handling of building accounts as evidenced by 10 years of experience in a related function.
• Strong working knowledge of insurance, risk management, environmental codes, mechanical, electrical, plumbing, vertical transportation systems, building automation and life safety systems as well as other systems pertaining to the management of commercial real estate such as telecommunications, energy management and utility deregulation issues as evidenced by 10 years of experience in a related function.
• Strong working knowledge of customer service principles and practices as evidenced by 10 years of experience in a related function.
• Working knowledge of architectural and construction processes as evidenced by 10 years of experience in a related function.
• Demonstrated ability to find, access, evaluate and use information.
• Strong oral and written communication skills.  Demonstrated ability to read, to 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 other business groups.
• Demonstrated ability to effectively address and resolve sensitive tenant and vendor issues.
• 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 ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
• Demonstrated ability to deal with problems involving several concrete variables in standardized situations. 
• Demonstrated initiative and ability to identify, surface, and analyze issues, and develop and present recommendations.
• Demonstrated ability to manage multiple tasks and priorities to conclusion.
• Demonstrated ability to respond to changing and sometimes ambiguous situations.
• Demonstrated ability to display sound and accurate judgment.
• Intermediate proficiency in Microsoft Word, Excel and proficiency in or the ability to develop proficiency in accounting software (MRI), 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
• Experience with Yardi preferred but not required