Regional Director (High Rise)

Description

• Demonstrates superior customer service and a genuine desire to serve with a professional demeanor and polished appearance.
• Adheres to the company Mission Statement, Values, and Global Service Standards of FirstService Residential.
• Creates the culture needed to enhance, promote, and execute daily positive interactions among members of the building management team.
• Facilitates FirstCall at the beginning of every work shift when onsite.
• Supervises the administration of contract services and monitors all work when onsite.
• While onsite, communicates to the Board regarding issues involving the community, resident concerns, and building operations while on-site and when applicable.
• Review the cited property's Action Item list with the Regional Director before presenting a time-bound action plan on pending administrative items and community projects to the Board President, and when possible, ensure completion.
• Enforces the Rules and Regulations of the Association as expressed and outlined in the Documents.
• Attends monthly Board Meetings, yearly HOA Meetings, and any Special Meetings at the invitation of the Board.
• Work closely with the VP of Maintenance to maintain files for all bids, repair orders, and maintenance records.
• Possess excellent interpersonal skills and the ability to speak to all levels of clientele. Must have good listening skills and the ability to anticipate needs even before inquiries or requests from Residence Owners.
• When onsite, ensure that resident and guest concerns are resolved professionally and promptly. Reports any resident or guest dissatisfaction to the Regional Director and Board.
• Supervise the Front Desk Concierge to ensure service standards are delivered to every Residence Owner.
• When onsite, Oversee the tracking and response to homeowners', i.e., Connect/BuildingLink work orders, administrative work, mailings, staff meetings, onboarding materials, and updating and maintaining standard operating procedures.
• When onsite, assist the Regional Directors with resident communications, i.e., delinquency and violation notifications.
• When onsite and applicable, assist the Regional Director(s) with monthly, quarterly, and annual financial reporting and input all financials to Connect (timely and efficiently).
• When onsite, assists in preparing Weekly Management Reports, Community Newsletters, and other mass communications.
• When onsite and applicable, perform property inspections of residential common areas, i.e., Pool Deck, Fitness Center, Dog Run, and Loading Dock.

• In partnership with the Regional Director and Human Resources Director, establish and maintain a proactive human resource function to ensure employee motivation, training, development, retention, wage/benefit administration, compliance with policies and procedures, and labor regulations. Ensure that proper employee coaching, counseling, and disciplinary procedures are utilized.

• In partnership with the Director of Training and Development, establish and oversee specific training expectations and training for the Concierge.
• When onsite and applicable, work with the Regional Director and Human Resources Director to recruit, interview, hire, and discharge all personnel.

• When applicable, assess and review the job performances of all subordinates to the Regional Director and President of High-Rise.
• Oversee and promote FirstService University compliance training completion for all high-rise staff.
• When onsite, approve personnel schedules, monitor attendance, approve timecards, and approve vacation requests with the Regional Director.
• In conjunction with and when applicable, input should be given to the Regional Director and President of High-Rise for yearly formal performance reviews for onsite staff during time(s) at sited buildings.
• Creates an environment that provides employees with the tools, training, and resources they need to deliver exceptional customer service while exhibiting a sense of teamwork.
• Oversees all third-party associates to ensure adherence to the company Mission Statement, Values, and Global Service Standards of FirstService Residential.

• When on site and with the Regional Director, approve all expenditures and seek Board approval if the expenditure is above a predetermined threshold.
• When onsite, ensure monthly expenditures are within budgetary guidelines.
• When onsite, works with the Regional Director to report actual variances compared to budget line items in a monthly Financial Critique to the Board within the time frame outlined in the Governing Documents.

• When onsite, ensure good safety practices throughout the building for employees, residents, visitors, contractors, and vendors.
• When onsite, work with the VP of Maintenance to understand and ensure compliance with all general safety rules and regulations (O.H.S.A.).

• When onsite, ensure that the Building Access Control procedures are always in effect.
• When onsite, ensure all entry points into the building are adequately manned or secured.
• When onsite, train the staff to ensure they know and practice Access Control procedures.
• When onsite, ensure all cleared entries are made with the “timed entry” rather than “open mode.”
• When onsite, ensures that all key control procedures are followed, and that no unit key is given out without permission from the resident.
• When onsite, ensure that a proper paperwork trail is established and followed for all unit key exchanges.

• Maintains a clean, neat, and professional appearance.
• When onsite, maintain a neat, organized, clean, and safe work environment, including any office or storage areas assigned to management.
• When onsite, delegates tasks and coordinates multiple functions to accomplish established objectives most effectively and efficiently.
• Manages effective decision-making, works with short and long-range objectives, and takes personally solid initiative.
• Directing condominium operations by developing and implementing strategies and services that align with FirstService's overall mission, vision, and values and meet or exceed the needs of the owners and employees.
• Continually seeks out areas for improvement for FirstService Residential to provide the high-rise sited team with Processes and Procedures.

• When onsite and applicable, works with the appropriate committee(s), builders, hired staff, and volunteers to manage the set-up and tear-down of all events. Maintains order and flow during each event. Mediates any issues as they may arise. Ensures work site and event safety.
• When applicable, promote and participate in activities, classes, clubs, and ongoing programs that meet the interests of the community residents.
• When applicable, work with the Administrative/Marketing Coordinator to utilize all marketing resources (e.g., community newsletter, E-news, and social media programming)

• Build partnerships with local businesses and organizations to provide opportunities to engage in community service projects and activities in the local area, including developing sponsorships for FirstService Residential, High-Rise.
• When applicable, create invitations, announcements, and postings to market community programs and promote participation.
• Recognize committee members and volunteers and show appreciation formally and informally.
• Serve as a local information resource and reference for homeowners.
• When applicable, manage client relationships to ensure customer satisfaction and a high level of service, including timely and complete resolution of homeowner concerns, coordination of special services and requests, and escalating substantial needs to the Regional Director

• When onsite, assists team in preparation for community meetings and weekly newsletter preparation.
• Plans and attends community events as needed.
• Liaison for Monthly High-Rise Lifestyle Manager Meetings.
• Manage and promote Lifestyle Playbook for Texas High-Rise.

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