Resident Operations Manager

When you join Hines, you will embark on a career journey fueled by vision and guided by leaders who set the standards of our industry. Our legacy is rooted in innovation and excellence, earning us a spot on Fast Company’s esteemed annual list of the World’s Most Innovative Companies for 2024. Discover endless opportunities to grow and make your mark at Hines.

Responsibilities

As a Resident Operations Manager with Hines, you will be in charge of welcoming new tenants to their new home and assisting them with the required procedures throughout their rental period. The Resident Operations Manager plays a critical role in the success of our communities. You will coordinate all functions essential to delivering first-class service to our residents through a mix of directly employed staff and external contractors. Responsibilities include, but are not limited to:

Manage and supervise the organizations of Commons Spaces and Services: i.e. organizing events and activities, booking some areas inside the Property

Assist with operational and commercial responsibility for the residence

Ensure a warm, welcoming environment to tenants and visitors to the site

Respond to tenant queries and maintenance issues throughout the rental period

Ensure your site is a safe environment in which to live and work

Prompt collection of rents and controlling the budgetary targets for the site

Support tenants in their daily activities and ensure excellent customer services assistance

Concierge activities

Handle complaints and specific customers’ requests

Organize, coordinate and supervise social functions and events with the idea of building and consolidating the idea of community in the property

Undertake inspections of the units when needed

Undertake routine safety inspections and updating the web-based safety management system

Establish and developing working relationships with suppliers and contractors

Be part of the out of hours rota for emergencies

Track reports as requested by the Operations Manager

Manage records of maintenance request and intervention both in the apartments and in the Common Spaces

Quality control of the cleaning and general SOP standards

Ensure excellent standards with

Collect and deliver parcels for the tenants

Qualifications

Minimum Requirements include:

Associate’s degree in hospitality from an accredited institution preferred or equivalent years of direct experience required

Three or more years in the hospitality industry with responsibility roles

Strong leasing skills

A good working understanding of tenancy management and housing legislation

Good numeracy and literacy skills in order to write reports, and present performance indicators

Strong IT skills (Microsoft office)

Able to communicate effectively with people at all levels (orally and in writing).

Good problem-solving skills/ability to use own initiative

Strong customer service, communication and interpersonal skills

Profound experience in office management and basic bookkeeping procedures

Basic administrative knowledge (i.e. invoicing)

A very good English command will be considered as an advantage

The role requires flexibility and the ability to work on shifts

You might be asked to lift some parcels and carry some weight (<10kg)

The role may require standing for long periods of time

Closing

At Hines, we strive for excellence as a leading global real estate investment manager, driven by our by our belief that real estate is fundamentally about people. Our diverse portfolio spans $93.2 billion of assets across such property types as living, office, retail, mixed-use, logistics and life science projects – all designed to enhance value, connection and inspiration. Our strategic approach integrates local expertise with global knowledge, taking calculated risks aligned with our convictions to exceed expectations and tailor solutions to our clients' needs.

While our projects are renowned for enhancing cities and pioneering sustainable practices, we recognize that the true driving force behind Hines' success is our 5,000 dedicated employees in 30 countries who draw on our 65-year history to build the world forward. This is why we prioritize investing in our people, offering comprehensive training, competitive compensation, robust benefits and generous vacation packages. By centering our focus on the growth and wellbeing of our team, we cultivate an inclusive environment where everyone, including our clients, can thrive.

Hines is proud to be named to Fast Company’s prestigious annual list of the World’s Most Innovative Companies for 2024. Includes both the global Hines organization and RIA AUM as of December 31, 2023.

We are an equal opportunity employer and support workforce diversity.

No calls or emails from third parties at this time please.

Full-Time