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About the Role

The Front of House Manager assists the Community and Assistant Manager in daily front-of-house operations, supervising the team to ensure exceptional customer service and achieve leasing and occupancy goals. This role drives projected revenue targets by fostering positive relationships and creating a welcoming community environment.

Responsibilities

• Acts as a role model by demonstrating core values.
• Leads and motivates the team towards achieving NPS objectives, leasing goals, and occupancy targets.
• Oversees daily property activities, ensuring work is organized and executed according to Greystar expectations.
• Ensures the team acts as brand ambassadors by possessing brand knowledge and awareness.
• Partners with marketing to shape local marketing and leasing strategies based on market data and knowledge.
• Ensures marketing campaigns, advertising, and promotional activities are effectively implemented.
• Establishes relationships with key stakeholders (sales, marketing, groups, universities) and communicates regularly.
• Ensures the community's compliance with pertinent regulations and provides performance data.
• Promotes and leads the Front of House team to achieve effective customer service and improve customer experience.
• Seeks interaction with residents to proactively improve service delivery and customer satisfaction.
• Promotes resident satisfaction and retention by ensuring timely responses to inquiries and resolving service issues.
• Uses property systems to generate sales and leasing reports and monitors unit/bed availability data.
• Oversees on-site inquiries, ensures an appropriate inventory of ready apartments, recommends rent pricing and concessions, and monitors sales and leasing activities.
• Builds knowledge of the local area and key features to meet resident needs.
• Participates in the leasing process by generating and monitoring traffic, qualifying prospects, preparing tenancy documentation, and completing check-in/checkout procedures.
• Co-ordinates the tenancy management process, including apartment inspections, evictions, and collection of fees and charges.
• Monitors payments and chases outstanding rent arrears to meet business goals while promoting tenancy extensions and other revenue streams.
• Develops team member capabilities to meet key performance goals and future succession requirements.
• Works with the facilities team to ensure the physical aspects of the community meet company standards.
• Co-ordinates and inspects show flats for market alignment and tours prospective residents.
• Assists the Community Manager in ensuring the property meets Health and Safety requirements.
• Monitors the incident reporting system and completes compliance activities.
• Promotes investor satisfaction and retention through timely property performance reporting.
• Responds quickly and with urgency to client/owner concerns, questions, issues, and requests.
• Participates in an on-call roster for out-of-hours emergency support.
• Ensures community operations comply with company policies, procedures, and relevant laws and regulations.

Requirements

• Good level of general education.
• Proficient in the use of Microsoft Office packages including Word, Excel and Outlook.
• Proficiency in using property operations software (training will be provided).
• Essential experience in leading and motivating a team with a proven track record in delivering service excellence in a similar management role/environment.
• Demonstrable ability to coach and mentor team members to identify key talent, develop capabilities, and facilitate succession planning.
• A strong team player capable of working autonomously and taking ownership.
• Flexible approach to working in a fast-paced environment and ability to thrive in a changing environment.
• Self and culturally aware, able to adapt relationship building, communications, and negotiation skills to suit the audience.
• Fluent English verbal and written communication skills.
• Excellent organization skills with the ability to multitask and prioritize.
• Numerical skills necessary to complete the above activities.
• Enthusiasm to deliver an exceptional experience to stakeholders and continuously improve knowledge of self and others.

Skills

• Customer service
• Team leadership
• Leasing
• Marketing strategy
• Stakeholder relationship management
• Sales reporting
• Rent collection
• Team development
• Health and Safety compliance
• Communication
• Organization
• Multitasking
• Prioritization
• Numerical skills

Location

• North America
• Europe
• South America
• Asia-Pacific region

Work Type

• Full-time

Experience Level

• Management experience

Education Level

• Good level of general education

About the Company

• Greystar is a leading, fully integrated global real estate platform offering expertise in property management, investment management, development, and construction services in institutional-quality rental housing.
• Headquartered in Charleston, South Carolina, Greystar manages and operates over $350 billion of real estate in over 260 markets globally with offices throughout North America, Europe, South America, and the Asia-Pacific region.
• Greystar is the largest operator of apartments in the United States, managing more than one million units/beds globally.
• Across its platforms, Greystar has over $79 billion of assets under management, including approximately $34 billion of development assets and over $36.5 billion of regulatory assets under management.
• Greystar was founded by Bob Faith in 1993 to become a provider of world-class service in the rental residential real estate business.
• Greystar's Core Values include Integrity, Equality, Professionalism, Accountability, Service, and Teamwork.
• Greystar is committed to providing industry-leading services to investors, clients, and residents.

Equal Opportunity

• Greystar celebrates individual differences, encourages diversity of thought, provides equality of opportunity, and cultivates an environment where all individuals are seen, treated, and valued equally.