Senior Property Manager

Hazelview Properties; Toronto; On-site; CAD 80,000 - 120,000; Full time

Job summary

A leading property management firm in Toronto seeks a Senior Property Manager. This role involves overseeing operations for a diverse property portfolio, ensuring excellent customer service, and maintaining high occupancy rates. The ideal candidate will have a deep commitment to service excellence and proactive management skills. This position is critical for driving financial results and fostering a positive workplace culture that emphasizes collaboration and respect.

Benefits

Diversity, equity, and inclusion programs

Training and professional development opportunities

Qualifications

• Minimum 5 years of experience in a senior role.
• Real Estate Designation (e.g., CPM) would be an asset.
• Strong knowledge of building systems.

Responsibilities

• Oversee all resident interactions ensuring highest hospitality standards.
• Assist in defining elevated living experience platform.
• Contribute to preparing annual operating budgets.

Skills

Customer Service

Leadership

Problem-solving

Negotiation

Time Management

Education

Business degree with a major in real estate

Tools

Microsoft Office

Yardi

Job description

The Senior Property Manager is responsible for managing the overall operations of an assigned portfolio of properties in Toronto that may include new development and repositioned properties for which delivery of exceptional, elevated prospect and resident experience is required in a challenging marketplace.

Senior Property Managers are self-starters who take initiative and thrive in a fast-paced environment to play a critical role in the success of business operations across their portfolio. They are committed to providing excellent customer service to all residents and they foster a company culture of A Great Place to Be.

We look for individuals who share a passion for excellence and who infuse that enthusiasm into everything they do. They lead their team with purpose built on mutual respect, collaboration, excellent service, and passion for providing above and beyond resident experiences. They are accountable for driving towards and achieving financial and operational goals, while building local strategies to manage performance, motivate, and maintain exceptional quality standards.

The Senior Property Manager is responsible for creating and maintaining alignment and collaborative relationships with each of the Business Units in Hazelview Properties, including Quality Assurance, Resident Relations, Sales & Leasing, Facilities Management, In-Suite and Finance teams. It is critical that, alongside their Team Members, they respond to and provide accurate and timely information to each of the shared services groups in the organization, including People & Culture, Information Technology and Legal.

KEY RESPONSIBILITIES

Customer Service :

• Oversee all resident interactions and ensure the highest level of hospitality and professionalism – accommodating special requests whenever possible; guide in resolving all resident complaints in addition to all inquiries in connection with residence services, hours of operations, key personnel, in-house events etc.
• Respond to a wide variety of resident requests by accurately assessing the resident needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction.
• Ensure building standards are maintained to a high level and building staff are performing duties in a professional manner.
• Support and train site-level staff on Hazelview’s overall and Story Brand standards of customer service.

Operations and Leasing :

• Assist and strategize in defining an elevated living experience platform as a part of national and brand standards.
• Continuously strive to perform at the highest standards of excellence in operational procedures and customer service.
• Conduct weekly and monthly property inspections with their team to ensure the properties are always in optimal condition of supreme cleanliness and tidiness in line with Hazelview premium standards.
• Elevate and encourage Team Members to dress professionally and always represent the company at an exceptional standard in all interactions.
• Ensure that all vacant suites are in rent ready condition according to renovation and development schedules.
• Support in maintaining occupancy / vacancy levels at the mandate set by Hazelview and collaborate in support of achieving occupancy and expense targets.
• Review, approve and renew leases ensuring a seamless process for residents and Team Members.
• Oversee collection of rents and non-payment enforcement.
• Engage contractors, obtain quotes or bids for repairs, renovations, and maintenance. Ensure that work has been satisfactorily completed.
• Ensure standard processes & procedures are in place to resolve issues relating to repairs and maintenance in a timely fashion.
• Have working knowledge of legislation pertaining to the rental housing industry including the Residential Tenancies Act, the Human Rights Code, and the Labour Standards Act.
• Perform and contribute to other tasks and projects in collaboration with and as assigned by leadership.

Leadership and Management :

• Directly lead and manage immediate team, ensuring that all members fulfill their responsibilities when providing exemplary service to residents and timely and accurate information to other departments as requested (e.g. Asset Management, Capital & Development, Customer Experience, Finance, People & Culture, Marketing, etc.)
• Responsible for planning, assigning, and directing work; for interviewing, hiring and training Team Members; Team Member relations; mentoring and coaching
• Analyze and resolve work problems, or assist Team Members in solving work problems, enabling their learning in the process.
• Conduct regular team meetings to discuss operational challenges and opportunities and strategize to drive success and overcome challenges.
• Initiate or suggest plans to motivate workers to achieve work goals.

Financial and Budgets

• Contribute to preparing annual operating budgets and collaborate with capital team in support of capital budgeting for each property.
• Accountable for delivering financial results and Key Performance Indicators (KPIs) against annual budget targets; overall financial and administrative review of assigned properties.
• Review of Monthly Operating Statements; preparation and submission of Variance Reports; preparation of Monthly Business Reviews with action items and commitments.
• Ensure that PayScan is managed & maintained throughout the Region in a thorough, complete & detailed manner and on a timely basis, meeting all Finance Department deadlines.
• Review weekly vacancies / availability reports.
• Responsible for ensuring rent rolls are accurate.

JOB REQUIREMENTS

Education & Experience

• Preferably a Business degree with a major in a real estate discipline
• Minimum 5 years of experience in a senior role
• Real Estate Designation (e.g. CPM) would be an asset
• Proven track record of operating a portfolio at a high level, maximizing revenues and reducing expenses
• Proven sales and leasing skills as well as excellent customer relations skills
• Proven ability to manage a region as an effective business model
• Ability to negotiate with contractors and suppliers to achieve the best pricing
• Strong knowledge of building systems
• Proven ability to manage a team as well as work independently
• Ability to take initiative in order to keep a high occupancy rate
• Proven track record of following through to achieve results
• Proven ability to liaise with people at all levels of an organization
• Strong computer skills including Microsoft Office (Excel, Word) and Yardi would be an asset

Qualifications :

• A commitment to "best in Class" Customer Service
• A professional demeanor with strong written and verbal communication skills
• Demonstrates a high degree of integrity, diplomacy, discretion and confidentiality
• Ability to work and act independently using good judgment when assessing difficult situations
• Ability to remain calm and focused in high pressure situations
• Superior organizational and time management skills in order to multi-task / prioritize and work under tight timelines
• Excellent problem-solving capabilities
• Self-motivated individual who is proactive, takes initiative, goal and results oriented and work independently without a lot of direction
• Flexible and adaptable to constantly changing needs within the organization
• Ability to speak other languages is considered an asset.
• Actively championing diversity, equity and inclusion to create an environment of belonging

ABOUT THE COMPANY

At Hazelview Properties we believe that apartments

are more than bricks and mortar - they are an experience.

Started in 1999 with one small building in Oakville Ontario, we now manage a portfolio of over 200 multi-family residential buildings throughout Alberta, Saskatchewan, Manitoba, Ontario, Quebec and Nova Scotia.

Hazelview Properties takes pride in ownership and an active hands-on approach to how we manage our communities. We are committed to fostering the long-term growth of our employees, communities and the investments we make for our clients. It’s one of the things we’ve always believed in, creating value for people and places.

At Hazelview, we know our greatest asset is our people. We go all out to build and nurture a diverse, equitable and inclusive culture where individual experiences and collective layers of difference are brought together to achieve greatness. We invest where we see potential, building for now and generations to come.

Vision : “We create value for people and places”.

Our Core Values :

ABOUT THE POSITION

The Senior Property Manager is responsible for managing the overall operations of an assigned portfolio of properties in Toronto that may include new development and repositioned properties for which delivery of exceptional, elevated prospect and resident experience is required in a challenging marketplace.

Senior Property Managers are self-starters who take initiative and thrive in a fast-paced environment to play a critical role in the success of business operations across their portfolio. They are committed to providing excellent customer service to all residents and they foster a company culture of A Great Place to Be.

We look for individuals who share a passion for excellence and who infuse that enthusiasm into everything they do. They lead their team with purpose built on mutual respect, collaboration, excellent service, and passion for providing above and beyond resident experiences. They are accountable for driving towards and achieving financial and operational goals, while building local strategies to manage performance, motivate, and maintain exceptional quality standards.

The Senior Property Manager is responsible for creating and maintaining alignment and collaborative relationships with each of the Business Units in Hazelview Properties, including Quality Assurance, Resident Relations, Sales & Leasing, Facilities Management, In-Suite and Finance teams. It is critical that, alongside their Team Members, they respond to and provide accurate and timely information to each of the shared services groups in the organization, including People & Culture, Information Technology and Legal.

KEY RESPONSIBILITIES

Customer Service :

• Oversee all resident interactions and ensure the highest level of hospitality and professionalism – accommodating special requests whenever possible; guide in resolving all resident complaints in addition to all inquiries in connection with residence services, hours of operations, key personnel, in-house events etc.
• Respond to a wide variety of resident requests by accurately assessing the resident needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction.
• Ensure building standards are maintained to a high level and building staff are performing duties in a professional manner.
• Support and train site-level staff on Hazelview’s overall and Story Brand standards of customer service.

Operations and Leasing :

Assist and strategize in defining an elevated living experience platform as a part of national and brand standards.

Continuously strive to perform at the highest standards of excellence in operational procedures and customer service.

Conduct weekly and monthly property inspections with their team to ensure the properties are always in optimal condition of supreme cleanliness and tidiness in line with Hazelview premium standards.

Elevate and encourage Team Members to dress professionally and always represent the company at an exceptional standard in all interactions.

Ensure that all vacant suites are in rent ready condition according to renovation and development schedules.

Support in maintaining occupancy / vacancy levels at the mandate set by Hazelview and collaborate in support of achieving occupancy and expense targets.

Review, approve and renew leases ensuring a seamless process for residents and Team Members.

Oversee collection of rents and non-payment enforcement.

Engage contractors, obtain quotes or bids for repairs, renovations, and maintenance. Ensure that work has been satisfactorily completed.

Ensure standard processes & procedures are in place to resolve issues relating to repairs and maintenance in a timely fashion.

Have working knowledge of legislation pertaining to the rental housing industry including the Residential Tenancies Act, the Human Rights Code, and the Labour Standards Act.

Perform and contribute to other tasks and projects in collaboration with and as assigned by leadership.

Leadership and Management :

Directly lead and manage immediate team, ensuring that all members fulfill their responsibilities when providing exemplary service to residents and timely and accurate information to other departments as requested (e.g. Asset Management, Capital & Development, Customer Experience, Finance, People & Culture, Marketing, etc.)

Responsible for planning, assigning, and directing work; for interviewing, hiring and training Team Members; Team Member relations; mentoring and coaching

Analyze and resolve work problems, or assist Team Members in solving work problems, enabling their learning in the process.

Conduct regular team meetings to discuss operational challenges and opportunities and strategize to drive success and overcome challenges.

Initiate or suggest plans to motivate workers to achieve work goals.

Financial and Budgets

Contribute to preparing annual operating budgets and collaborate with capital team in support of capital budgeting for each property.

Accountable for delivering financial results and Key Performance Indicators (KPIs) against annual budget targets; overall financial and administrative review of assigned properties.

Review of Monthly Operating Statements; preparation and submission of Variance Reports; preparation of Monthly Business Reviews with action items and commitments.

Ensure that PayScan is managed & maintained throughout the Region in a thorough, complete & detailed manner and on a timely basis, meeting all Finance Department deadlines.

Review weekly vacancies / availability reports.

Responsible for ensuring rent rolls are accurate.

JOB REQUIREMENTS

Education & Experience

Preferably a Business degree with a major in a real estate discipline

Minimum 5 years of experience in a senior role

Real Estate Designation (e.g. CPM) would be an asset

Proven track record of operating a portfolio at a high level, maximizing revenues and reducing expenses

Proven sales and leasing skills as well as excellent customer relations skills

Proven ability to manage a region as an effective business model

Ability to negotiate with contractors and suppliers to achieve the best pricing

Strong knowledge of building systems

Proven ability to manage a team as well as work independently

Ability to take initiative in order to keep a high occupancy rate

Proven track record of following through to achieve results

Proven ability to liaise with people at all levels of an organization

Strong computer skills including Microsoft Office (Excel, Word) and Yardi would be an asset

Qualifications :

A commitment to "best in Class" Customer Service

A professional demeanor with strong written and verbal communication skills

Demonstrates a high degree of integrity, diplomacy, discretion and confidentiality

Ability to work and act independently using good judgment when assessing difficult situations

Ability to remain calm and focused in high pressure situations

Superior organizational and time management skills in order to multi-task / prioritize and work under tight timelines

Excellent problem-solving capabilities

Self-motivated individual who is proactive, takes initiative, goal and results oriented and work independently without a lot of direction

Flexible and adaptable to constantly changing needs within the organization

Ability to speak other languages is considered an asset.

Actively championing diversity, equity and inclusion to create an environment of belonging

ABOUT THE COMPANY

At Hazelview Properties we believe that apartments

are more than bricks and mortar - they are an experience.

Started in 1999 with one small building in Oakville Ontario, we now manage a portfolio of over 200 multi-family residential buildings throughout Alberta, Saskatchewan, Manitoba, Ontario, Quebec and Nova Scotia.

Hazelview Properties takes pride in ownership and an active hands-on approach to how we manage our communities. We are committed to fostering the long-term growth of our employees, communities and the investments we make for our clients. It’s one of the things we’ve always believed in, creating value for people and places.

At Hazelview, we know our greatest asset is our people. We go all out to build and nurture a diverse, equitable and inclusive culture where individual experiences and collective layers of difference are brought together to achieve greatness. We invest where we see potential, building for now and generations to come.

Vision : “We create value for people and places”.

Our Core Values :

Trust

Ambition

Collaboration

Ownership Mindset

Having Fun

Hazelview Property Services Inc. is an inclusive and equal opportunity employer. If you require an accommodation to participate in any aspect of the recruitment process or to perform essential job functions, please let us know. We will work with you to accommodate your needs and in accordance with all applicable legislation. Information related to accommodation requirements will be addressed confidentially.

Our vision for sustainability is to foster happy, healthy, thriving communities where we operate. We recognize that it is the responsibility of Hazelview to create an inclusive environment that respects the dignity and diversity of all team members. To learn more, please visit the following link :