Administration
1. Demonstrate leadership, appearance, attitude, and communication skills.
2. Keep rental office clean, neat, and organized.
3. Supervise residential management staff.
4. Public relations/handling resident’s requests and complaints.
5. Resident retention and turnaround of notices; contacts all who give notice and makes every attempt to encourage them to stay.
6. Scheduling apartment turnover and maintaining apartments at acceptable levels of rent-readiness.
7. Issue and safeguard keys.
8. Obtains purchase order for labor/material over $25.00.
9. Order supplies on a timely basis to ensure items are available as needed.
10. Approve and sign bills for payment after work has been checked and approved.
11. Enforcement of apartment community rules and regulations.
12. Assist the property supervisor in all areas as requested.
13. Assume overall responsibility to manage property so that owner’s interests are protected and that the apartment community is clean, friendly, and a comfortable place for people to live.
14. Regularly attend all company training classes and seminars.
Reporting/Record Keeping
1. Information liaison to property supervisor. Informs employer immediately of any problems that can’t be handled by residential staff.
2. Maintain resident’s files, ledger cards, including information regarding current employment, work telephone, number of vehicles parked on property, license numbers, assigned parking number/permit, and emergency information.
3. Submit weekly time cards for all on-site personnel on a weekly basis to employer.
4. Submit detailed traffic sheets to employer on weekly basis.
5. Submit petty cash and mileage reports to employer at least once a month.
6. Deliver journal sheets, three-day notices, and other requested reports on the day designated as “packet day” by the employer each month.
7. Maintain apartment unit record of work performed on Vacating Tenant Report.
8. Report on the property status to the property supervisor each Monday morning.
9. Maintain a record of maintenance requests in the resident’s file.
10. Maintain an inventory of supplies on hand.
Rent Collection
1. Collecting rents when due.
2. Properly executing journal receipts for monies collected.
3. Serving late rent notices on the second of each month.
4. Serving three-day notice to pay rent on the third of each month.
5. Collecting late rents, legal fees, and late charges.
6. Collecting dishonored checks and NSF charges.
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7. Collecting repair/damage/utility costs, and other charges.
8. Timely deposits of all monies collected.
9. Monthly delinquencies less than 1% of the gross scheduled rent.
On-Site Marketing
1. Review all signage, flags, banners, and lighting around signage; and, if not in good condition, report this to property supervisor.
2. Walk entire property to be sure the common areas, landscaping, laundry, pool and spa, etc. are in good condition.
3. Walk vacant apartments to ensure they are clean and ready to show.
4. Drive the exterior of the property to review the marketability, condition of signage, landscaping, patio and balcony build-up, and general appearance of the property.
5. Hand out brochures, flyers, or referral information to all prospects and residents.
6. Complete guest cards for all prospects who telephone or visit the property. Follow up with the prospects using the information on the guest card.
7. Complete daily traffic sheets to log all prospect information and for use in setting appointments.
8. Review all newspaper advertising to ensure it is correct and the ad program is current.
9. Update availability listing on a daily basis.
10. Telephone the competition monthly for rent comparisons, vacancies, and deposits.
11. Personally visit local apartment competition at least every three months to check market rent, security deposit, application fees, and condition of the property.
Sales Techniques
1. Attend company training seminars to improve and enhance skills.
2. Professionalism in telephone manner: greeting, qualifying, price questions, invitation to prospect, directions, and closing comments using procedures outlined in the Manager’s Manual.
3. Professionalism during on-site presentation: greeting, qualifying, demonstration, overcoming objections, and closing techniques using procedures outlined in the Manager’s Manual.
4. Follow up with prospect within 24 hours.
5. Collect deposit to hold apartment until the applicant is qualified.
6. Maintain a daily renting goal.
Resident Retention
1. Handle the move-in program to see that everything is handled correctly.
2. Visit residents after move-in to see that they are comfortable and satisfied.
3. Communicate with all residents on a regular basis.
4. Complete maintenance/repair requests within 24 hours.
5. Apply the community rules and regulations consistently and fairly.
6. Promote resident and public good will and do everything to achieve satisfaction and to retain a good name and reputation for the apartment community and owner.
Property Inspection (Use Property Inspection Reports)
1. Walk entire apartment community daily prior to 9 a.m. to be sure common areas (office, clubhouse, recreational facilities, pool, pool furniture, landscaping, laundry room(s), dumpster enclosure(s), barbeque grills are in good condition.
2. Regularly inspect condition of stairs, railings, decks, patios, balconies, sidewalks, and reports maintenance needs to residential manager.
3. Regularly check condition of fire extinguishers, signs, exterior paint and trim, mailboxes.
4. Inspect exterior lights and globes: walkways, buildings, ground lights, carports, garages, parking lot, mailboxes, etc.
5. Daily inspect parking lot for oil spills, asphalt condition, and nonlicensed and nonoperational vehicles.
6. Immediately report signs of unusual deterioration, need of repair, paint, pest control to residential manager.
Property Cleaning
Daily
1. Entry cleaning/glass entry doors.
2. Laundry room(s).
3. Mailbox area.
4. Pick up litter: carports, driveways, landscaping, pool, sidewalks, walkways, dumpster enclosures and all common areas.
5. Exterior rest rooms.
6. Pool decking, pool and common area furniture, barbeques, fitness center, recreation room.
7. Rental office including entrance, windows, carpeting, office furniture.
8. Rent-ready apartments, if needed.
9. Manager’s shop.
Weekly
1. Oil on asphalt, carports, open spaces, and garages.
2. Wash down driveway and carports.
3. Directional and ID signs.
4. Stair and deck cleaning.
5. Fire extinguisher glass boxes.
Quarterly
1. Exterior light fixtures.
2. Downspouts and gutters.
3. Dust/debris from exterior of buildings.
4. Debris/leaves from roofs.
Property Repairs/Maintenance
1. Replace burned out exterior light bulbs and broken globes immediately: beside front door of apartments, walkways, buildings, ground lights, carports, garages, parking lot, mailboxes, etc.
2. Replace burned out lights in exterior rest rooms, laundry rooms, and recreational facilities.
3. Remove nonoperational and nonlicensed vehicles from property.
4. Take daily responsibility for a clean well-organized shop.
5. Add chlorine to swimming pool as needed.
6. Keep the proper level of water in pool.
7. Water lawns, shrubs, trees, planters and flower boxes as needed.
8. Turn off landscape water control/timer during rain or if flooding occurs.
9. Report problems with water cycling/timer box to property supervisor.
10. Assume responsibility to maintain property so that the owner’s interests are protected and the apartment community is safe and clean.
Vacant Apartments/Inspection
1. Inspect apartment upon receipt of a thirty-day notice.
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2. Measure for window covering (drapes, minis, verticals).
3. Decide the needed painting.
4. Check for any needed drywall repairs.
5. Determine repairs or replacement of hard floors and carpeting.
6. Inspect the bathroom cabinet, counter top, tub, tile, shower doors for repairs or replacements.
7. Inspect the kitchen cabinets, drawers, doors, counter top, and appliances for any needed repairs or replacements.
8. Test the wall heater and air-conditioner.
9. Look at the yard, fencing, landscaping, patio, decking, gate or front door for needed repairs or maintenance.
10. Check the carport storage unit (lock and hasp) and garage.
Vacant Apartments/Maintenance and Repairs by Manager
1. Check stove, cook top, and oven and replace broiler pan, drip pans, elements, oven shelves, knobs, etc. Check to see if the appliance is working.
2. Repair/replace garbage disposal, if needed.
3. Repair/replace leaking faucets and make any other plumbing repairs.
4. Touch up chips in the sinks.
5. Replace “tired” toilet seats.
6. Replace old towel bars before apartment is painted.
7. Replace old toilet paper holders before apartment is painted.
8. Paint interior of medicine cabinet, if worn. Replace, if needed.
9. Caulk around tub, shower doors, sinks, window sills before apartment is painted.
10. Remove rods, if draperies are to be replaced by verticals before apartment is painted.
11. Repair drapery rods.
12. Remove hooks from ceilings.
13. Check smoke detector for batteries or replacement.
14. Replace missing light bulbs, including the fixture outside the apartment door.
15. Repair small holes in the walls.
16. Replace doorstops.
17. Repair closet doors.
18. Replace floor under kitchen sink cabinet, if necessary.
19. Change the front door lock.
Preparing for the Contractors Following Move-out
1. Remove drapes that are to be cleaned.
2. Remove drapes and rods, minis, or verticals that are to be replaced.
3. Trash-out the apartment, yard, garage, carport storage when necessary.
4. Remove light fixtures to facilitate painters.
5. Remove all light switch, electrical outlet, cable and telephone plates.
6. Remove nails and screws from the walls.
When the apartment and exterior has been evaluated, the residential manager should obtain purchase orders from the property supervisor. The contractors should be scheduled to do the work in the following order:
1. Exterior work (fences, gates, landscaping, front door)
2. Drywall repairs.
3. Carpentry repairs.
4. Painting.
5. Shower tile.
6. Carpet and hard floor installation.
7. Cleaning.
8. Pest control.
9. Installation of window glass or screens.
10. Installation of window covering (drapes, minis, verticals).
11. Coating of bathtubs or countertops.
12. Installation of shower doors.
Inspecting the Contractor’s Work
After each contractor has finished his work, a copy of the invoice should be given to the residential manager for approval. The work must be inspected immediately after the work has been completed. If the residential manager finds the work is unsatisfactory, the contractor must correct the deficiencies before the invoice is paid.
Final Work by Resident Manager
Before Cleaning
1. Replace toilet paper holder and toilet seat, if needed.
2. Replace towel bars, if needed.
3. Replace medicine cabinet, if needed.
4. Install new light fixtures.
5. Finish all maintenance and repair work.
After Cleaning
1. Replace stove knobs, drip pans, grids, broiler pan, etc.
2. Replace any missing cabinet knobs.
3. Install new window coverings.
4. Be sure to clean up after doing these final items.
Occupied Apartments/Maintenance and Repairs
(Within the manager’s capabilities)
1. Disposal stoppage or disposal replacement/
2. Repair of door locks.
3. Replacement of keys.
4. Repair or installation of leaking faucets.
5. Repair leaking toilets, replace ballcock.
6. Replace breakers.
7. Replace light switches and electrical outlets.
8. Replace or repair mailbox locks.
9. Repair door screens and door closures.
10. Replace smoke detectors or batteries.
11. Repair screens and windows.
12. Replace knobs, drip pans, grids, broiler pans on stove or oven.
13. Repair dishwasher.
14. Repair cook top, stove or oven.
15. Repair air conditioner.
16. Change furnace and air-conditioner filters.
17. Replace missing or broken knobs on cabinets.
18. Repair cabinet doors and drawers.
19. Caulk around sinks, tub, shower, and window sills.
20. Repair holes in walls and doors.
21. Touch-up painting.
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