Onsite Maintenance & Facilities Operations Manager (HTX2024-7706) - RealManage

Overview

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: 

Welcome to Lakes of Parkway where fun and friends are always around the corner. Lakes of Parkway is a beautiful community for those who love to work and play. We’ve put our community online to provide you with more convenience and a wealth of website services and opportunities to share ideas and information; get news and announcements; access an online resource center for important association documents and forms; and much more. We encourage you to share your knowledge, ask questions and become an integral part of our community. Come on in and make yourself at home!

Responsibilities

The Lakes of Parkway (LOP) Maintenance Operations 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 vendor relations and contract bidding oversight. The Maintenance Operations Manager works closely with the General Manager, Board of Directors, and Committee Members to ensure exceptional customer service, optimal facility maintenance, vendor quality control, and contract adherence.

This role embodies the vision and principles of Lakes of Parkway (LOP) while aligning with staff and community. The Maintenance Operations Manager is expected to collaborate closely with the General Manager to achieve LOP Board's administrative and asset management objectives, ensuring the smooth operation of LOP's facilities and amenities.

Position Overview:

• Oversee the maintenance, operation, and enhancement of all LOP 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, Committee Members, and Board of Directors 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 LOP 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.
• Continuously assess community needs and recommend improvements to enhance service delivery methods and procedures.
• Work with the General Manager to formulate and manage the facility management budget, identifying cost-saving opportunities and process improvements.
• 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.
• Participate in monthly board 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.
• Participate in weekly touch base meetings to discuss ongoing projects, address challenges, and ensure alignment within the team.
• Encourage teamwork, collaboration, and open communication among staff members, vendors and committee members ensuring a positive and productive work environment.
• Set clear expectations and goals, aligning them with the objectives and overall community vision.
• Oversight and collaboration with the Security Team to develop and implement standard operating procedures for the guard house operations, ensuring consistent and efficient service delivery.
• Address guest inquiries, complaints, and issues escalated by security 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 in the office, ensuring a positive experience for everyone entering the facility.
• Hold regular weekly touch base meetings with the security account manager 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 security account manager to identify areas for process improvement and streamline daily operations.
• Take on the role of a proactive leader and advocate for LOP Management.
• 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 the General Manager 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 by vendors while performing the services on LOP Property.
• Follow all policies and Standard Operating Procedures as instructed by the General Manager.
• Perform any range of special projects, tasks and other related duties as assigned.
• Attend all company mandatory functions and comply with policies and procedures.

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. 
• 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:

$90,000 to $100,000, depending on education and experience.

Benefits include:

• Medical Insurance
• 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