SERVICE MANAGER EXEMPT

As the Service Manager, you are a team builder and leader who provides support, mentorship and direction to ensure high level of Employee and Resident Engagement.

You are responsible for achieving cleanliness, maintenance, aesthetics and the Owner’s asset performance expectations within your Community. You accomplish these goals through leading your teams in creating the greatest possible living experience for our residents and executing the Service projects within your Community. You thrive on sharing your knowledge and creating a better future for GHP. You are the number one Ambassador of the GHP Culture and Vision on your team and a trusted partner to your Community Manager.

REPORTS TO: Regional Maintenance Manager

HOW YOU WILL CONTRIBUTE:

1. Customer Service and Leadership:

• Provide leadership and guidance for the community team by setting a Service Excellence standard and inspiring the Service Team to achieve it.
• Promote and uphold company values, employee promise, policies, and initiatives.
• Establish a learning culture and maintain a strong connection of the Service Team to GHP.
• Select, hire, train, coach and provide feedback to the Service Team to deliver Service Excellence
• Own the employee experience, drive employee satisfaction and elevate team behaviors
• Own the residents’ living experience, drive residents’ satisfaction and increase residents’ loyalty through your team’s performance
• Establish a learning culture and maintain a strong connection of the Service Team to GHP
• Efficiently handle resident requests and complaints and, when necessary, escalate them to your Manager

2. Maintenance Operations:

• Conduct daily walks to ensure compliance in all facets of the Community performance to ensure that the property consistently meets GHP standards, including curb appeal, cleanliness, asset preservation, state of repair, safety and security standards.
• Ensure asset preservation and prevent deferred maintenance issues.
• Demonstrates pride in Community aesthetics
• Manage and oversee repairs and upkeep of the Community and ensures timely completion within 24-48 hour
• Manage and oversee the preparation of vacant units for market ready and ensure compliance with GHP standards of quality and timeliness of the unit turn.
• Manage and oversee the proper storage of the maintenance tools, equipment, supplies and cleaning inventory
• Train the Service Team on GHP and community policies, including OSHA (Occupational Safety & Health Act) standards
• Plans and executes of major appliance installations
• Manages Service Team’s performance related to maintenance operations such as: plumbing, painting, appliance repairs, electrical tasks, heating and air conditioning, carpentry work, pool upkeep, fire systems, and grounds upkeep
• Participates and oversees the activities related to the Move-In and Move-Out experience, ensuring our market readies meet GHP quality standards
• Efficiently manage expenses and capital to meet budget requirements
• Partner with vendors to ensure project completion and quality standards are met
• Maintain a fundamental working knowledge of all community documentation and resident guide policies and procedures
• Ensure timely communication with Community Manager, Regional Managers, Regional Maintenance Managers, other Community teams, and stakeholders to anticipate and prevent future concerns
• Participate and prepare for quarterly inspection processes at the Community
• As needed participates in bank walks and city inspections
• Makes budget recommendations for cap X projects.