ABOUT GREYSTAR

Greystar is a leading, fully integrated global real estate platform offering expertise in property management, investment management, development, and construction services in institutional-quality rental housing. Headquartered in Charleston, South Carolina, Greystar manages and operates over $300 billion of real estate in over 260 markets globally with offices throughout North America, Europe, South America, and the Asia-Pacific region. Greystar is the largest operator of apartments in the United States, managing more than one million units/beds globally. Across its platforms, Greystar has over $79 billion of assets under management, including approximately $36 billion of development assets and over $30 billion of regulatory assets under management. Greystar was founded by Bob Faith in 1993 to become a provider of world-class service in the rental residential real estate business. To learn more, visit www.greystar.com.

JOB DESCRIPTION SUMMARY

This is a unique and exciting opportunity to be part of, arguably one of the best Build to Rent communities in London. This is a pivotal role in further enhancing the already best in class community through delivering outstanding service and upholding exceptional standards for our residents. The General Manager of Greenford Quay will deliver operational excellence & financial objectives through team engagement and in collaboration with internal & external stakeholders.

JOB DESCRIPTION

Key Role Responsibilities

• Contributes to the delivery of a complex and evolving staffing structure, covering our in-house Community, Leasing, Concierge, Resident Events Management and Maintenance departments.
• Provides supportive and inspiring leadership to the team by interviewing, hiring, and training team members, and by managing their performance in accordance with Company policies, values, and business practices.
• Acts as a role model at all times by demonstrating the core values.
• Leads the team to create memorable experiences by exceeding expectations for all residents.
• Works in partnership with Marketing to shape local marketing and leasing strategies based on relevant market data to achieve the property’s occupancy and revenue goals.
• Ensures marketing campaigns, advertising and promotional activities are effectively implemented.
• Establishes relationships with internal and external stakeholders (sales, marketing, asset management and corporate bookings leads) communicating regularly with representatives, ensuring the community’s compliance with pertinent regulations, and providing performance data and reporting.
• Actively seeks interaction and contact with residents to proactively seek to improve service delivery and ensure community events enhance the overall resident experience.
• Meets targeted revenues by making rate recommendations based on market data and monitors payments.
• Prepares and forecasts annual budgets by analysing financial statements, reviewing marketing information, and accessing operational reports.
• Manages the financial performance, attending regular P&L reviews with stakeholders.
• Promotes investor satisfaction and retention through timely variance reporting in respect of budgeted and actual spending and on-going communication about the performance of the properties, and responds with urgency to client/owner concerns, questions, issues, and requests.
• Promotes resident satisfaction and retention by ensuring a timely response to questions, requests, and complaints in a timely manner, taking appropriate action to resolve and address service issues.  
• Assesses team member training needs and ensure thorough understanding of systems and adherence to policies.
• Develops capability of team members to meet key performance goals and future succession requirements.
• Originates, approves, and submits purchase orders and processes invoices from vendors, contractors and service providers for payment and manages communication with finance team members and other stakeholders as required.
• Oversees the tenancy management process by co-ordinating periodic apartment inspections, evicting residents, and imposing and collecting late fees and other charges within the terms of the agreement.
• Works in partnership with Health & Safety to drive a safety culture by managing and monitoring the appropriate health & safety and compliance activities including the incident reporting system and ensures that the community operates in a safe and risk-free environment.
• Ensures the operation of the community complies with Company policies and procedures as well as any laws and regulations governing housing operations and residential lettings.
• Manages planned and reactive maintenance and refurbishments engaging Marketing and Capital Projects teams to ensure timely resident communication and completion to a high standard within agreed budgets and timescales.
• Conducts regular community walkabouts and inspections and takes appropriate actions to ensure that the physical aspects of the property, grounds, buildings, and amenities meet established standards for safety, cleanliness, and general appearance and appeal. 

Knowledge & Qualifications

• Good level of general education, educated to ‘A’/HND Level as a minimum or equivalent work experience in a property, hospitality or other relevant area.
• Proficient in the use of Microsoft Office packages including Word, Excel and Outlook.
• ARLA, IRPM courses completed is desirable.
• Proficiency in using property management software. Training will be provided.
• A knowledge and understanding of UK Health and Safety policies preferably with some form of recognised training i.e. IOSH or NEBOSH.

Experience & Skills

Essential

• Stakeholder Management

• Experience of successfully driving leasing performance and managing service focused operations within the property, service sector or similar environment.
• Experience of leading a team and a proven record in delivering service excellence in a similar management role/ environment.
• Demonstrable management and leadership skills sufficient to recruiting, leading, directing, evaluating, and managing team members to achieve high performance.
• Record of achieving target occupancy.
• A strong team player but capable of working autonomously and taking ownership.
• Excellent organisation skills, with the ability to both prioritise and multitask.
• Numerical skills necessary to complete required reporting analysis and provide insights to the health of the site.
• Demonstrates self-awareness and cultural adaptability, allowing for effective relationship building, communication and negotiation tailored to suit audience.  Flexible and adaptable approach to working in a fast-paced, continuously changing environment. Enthusiasm to deliver an exceptional experience to stakeholders and continuously improve knowledge of self and others.

Desirable

• Experience in receiving buildings from construction and practical completion.
• Detailed knowledge of Landlord/Tenant Legislation.
• Experience of leasing up larger properties (300+ apartments)

Important Notice: Greystar will never request your banking details or other sensitive personal information during the interview process. Greystar does not conduct any interviews via text or messaging, and all communication will come from official Greystar email addresses (@greystar.com). If you receive suspicious requests, please report them immediately to AskHR@greystar.com.