Onsite HOA Maintenance/Facilities Manager (DGA2024-7543) - RealManage

GrandManors is a Division of RealManage, a company that specializes in the management of community associations with onsite staff. Our mission is to provide the best possible lifestyle HOA management services to our partner communities by encompassing the Best People, Best Technology, and Best Service reputation of RealManage and its CiraConnect division. The GrandManors professional staff has decades of experience managing age-restricted communities, luxury high-rise condominiums, co-ops, urban mixed-use, and large-scale single-family developments with complex amenities. Our focus is on customer service and lifestyle for the residents and the boards we serve- ensuring that the community receives the finest management in the industry.

RealManage is a values-based company with the following values as our guiding principles:

• Integrity: we always do the right thing.
• Respect: for our customers, employees and company; mutual respect is the cornerstone for every RealManage relationship.
• Selflessness: more than teamwork; we are part of something special and much larger than any of us.
• Personal Relationships: we are a professional services company; people do business with people they like.
• Always Improving: never satisfied, always learning and always growing; one is either getting worse or getting better...never staying the same. At RealManage, we are always getting better.

Property Summary: 

Located in Paulding County, Georgia, Seven Hills is a sought-after master-planned community north of Atlanta of 3,000 units. At the heart of the community is a beautiful water park featuring a Junior Olympic swimming pool and the thrilling Super Saucer Slide. The community has a magnificent clubhouse overlooking a 13-acre water park with 10 lighted tennis courts, a pickleball court, basketball courts, a volleyball court and an Imagination Court. Additionally, there is a large children's playground, dog park and picnic pavilion, as well as scenic hiking and biking trails that wind through the community. A full-time activities director coordinates various community activities and a full-time tennis pro keeps the organized play going year-round.

The Seven Hills HOA Maintenance / Facilities Manager is vital in supervising operational and maintenance standards for all facilities and amenities within the Community. This role also encompasses the supervision and performance management of front desk staff, vendor relations, and contract bidding oversight. The Facility Manager works closely with the General Manager to ensure exceptional customer service, optimal facility maintenance, vendor quality control, and contract adherence.

The Facility Manager is expected to collaborate closely with the General Manager to achieve the Seven Hills Board's administrative and asset management objectives, ensuring the smooth operation of facilities and amenities.

Position Overview:

• Oversee the maintenance, operation, and enhancement of all Seven Hills amenities and facilities, including (but not limited to) pool facilities, sports court(s), play structures, vehicle/pedestrian entry gates, front desk, and safety systems, ensuring their optimal condition.
• Collaborate closely with the General Manager and the leadership team to support Board objectives related to asset management, budgeting, and optimal operational performance across all facilities.
• Manage incoming work orders from homeowners and coordinate timely and effective resolutions through collaboration with vendors and contractors.
• Provide exceptional customer service by promptly addressing all members' inquiries, concerns, and feedback.
• Develop and maintain a proactive schedule for facility maintenance, overseeing regular inspections, servicing, and repairs to extend the lifespan of assets.
• Supervise a diverse range of vendors, including (but not limited to) janitorial services, landscaping, pool maintenance, safety vendors, plumbing, pool monitors, and gate maintenance contractors, ensuring compliance and high-performance standards.
• Negotiate, prepare, implement and administer service contracts, including drafting contract standards, RFP and bid review and reports for the Seven Hills Board of Directors.
• Proactively communicate with residents, staff and the Board of Directors regarding facility and amenity updates through various communication platforms, including the community website, mailed letters and notices, direct and mass email communication and social media.
• Continuously assess community needs and recommend improvements to enhance service delivery methods and procedures.
• Lead, guide, and train front desk staff to ensure outstanding customer service and streamlined operations.
• Work with the leadership team to formulate and manage the facility management budget, identifying cost-saving opportunities and process improvements.
• Oversee the scheduling, booking, and coordination of facility rentals for events and gatherings, maintaining a comprehensive understanding of rental policies, rates, and availability.
• Provide support for all lifestyle events and facilitate all necessary facility preparation.
• Proactively identify areas for enhancement in facility operations, staying informed about emerging trends and innovations in community management and maintenance.
• Maintain a visible presence within the community and among the team, utilizing a working knowledge of governing documents to drive community improvements within legal boundaries.
• Lead meetings, providing agenda support, as well as written and oral reports, and assist in preparing and adhering to the association budget.
• Ensure compliance with association policies, corporate regulations, civil codes, state and federal obligations, and Talega's governing documents.
• Conduct regular performance evaluations for front desk staff, providing constructive feedback and setting development goals.
• Organize and lead weekly touch base meetings to discuss ongoing projects, address challenges, and ensure alignment within the team.
• Provide coaching and mentorship to front desk associates, fostering a culture of growth and continuous improvement.
• Implement performance improvement plans when necessary, addressing any performance issues promptly and professionally.
• Encourage teamwork, collaboration, and open communication among staff members, ensuring a positive and productive work environment.
• Monitor individual and team performance metrics, recognizing achievements and addressing any deviations from performance standards.
• Set clear expectations and goals for team members, aligning them with the department's objectives and overall community vision.
• Develop training programs and opportunities to enhance the skill set of front desk staff, promoting professional development and career advancement.
• Develop and implement standard operating procedures for front desk operations, ensuring consistent and efficient service delivery.
• Supervise front desk staff, including hiring, training, and scheduling to maintain adequate coverage during operational hours.
• Address guest inquiries, complaints, and issues escalated by front desk staff, resolving them promptly and professionally.
• Maintain a thorough understanding of community rules, amenities, and services to provide accurate information to residents and guests.
• Foster a welcoming and helpful atmosphere at the front desk, ensuring a positive experience for everyone entering the facility.
• Hold regular weekly touch base meetings with the front desk staff to discuss ongoing tasks, upcoming events, challenges, and potential improvements. Use these meetings as an opportunity to facilitate open communication, share important updates, and gather feedback from the team.
• Collaborate with front desk staff to identify areas for process improvement and streamline daily operations.
• Recognize outstanding contributions and celebrate team successes during these meetings.
• Take on the role of a proactive leader and advocate for the Seven Hills HOA community vision
• Conduct business at all times with the highest standards of personal, professional and ethical conduct.
• Perform or assist with any operations as required to maintain workflow and to meet schedules. Notify supervision of unusual equipment or operating problems and the need for additional materials and supplies.
• May participate in various meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain a specified level of knowledge about new developments, requirements, policies, and regulatory guidelines.
• Ensure all safety precautions are followed while performing the work.
• Follow all policies and Standard Operating Procedures as instructed by Management.
• Perform any range of special projects, tasks and other related duties as assigned.
• Attend all company mandatory functions and comply with policies and procedures.
• Plus other work related tasks as needed

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements below represent the required knowledge, skill, and/or ability. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• Must have at least 3 years of facilities management experience in highly amentized master-planned HOA, assisted living or apartment community. 
• Public charisma and ability to develop positive relationships.
• Organizational and time management skills with the demonstrated ability to multi-task.
• Verbal ability to effectively communicate with homeowners, vendors, Board members and management staff.
• Ability to think and work independently and as part of a team.
• Must be able to handle multiple tasks concurrently.
• Must work effectively with co-workers, customers and others by sharing ideas constructively and positively; listening to and objectively considering ideas and suggestions from others; keeping commitments; keeping others informed of work progress, timetables and issues; addressing problems and issues constructively to find mutually acceptable and practical business solutions; addressing others by name, title or other respectful identifiers, and; respecting the diversity of the operations workforce in actions, words and deeds.
• Must be a creative problem solver.
• Strong project management and organizational skills
• Proficiency in English; knowledge of other languages is a plus.
• Excellent written and verbal communication skills.

Pay and Benefits:

$55,000 to $65,000, depending on education and experience

Benefits include:

• Medical Insurance - * ‘Employee’ Insurance premium is paid for by company
• Highest level employee plan will incur a cost
• Dental Insurance
• Vision Insurance
• Life and Disability Insurance
• HSA (Required High Deductible Medical Plan to be eligible)
• FSA 
• Education Reimbursement 
• 401K matching 
• Employee Assistance Program (EAP)
• 11 paid Holidays