Resident Services Manager

SUMMARY

The Resident Services Manager serves as a strategic partner to support the Executive Director in achieving the mission of the Young Woman’s Christian Home, DBA Thompson-Markward Hall (TMH), by sustaining a professional environment that values and delivers teamwork and an exceptional customer experience for residents and guests. The Resident Services Manager is responsible for overseeing and managing the daily operations of resident services, coordinating resident programs, and fostering a positive and safe living environment.

ESSENTIAL DUTIES AND RESPONSIBILIITES

Resident and Guest Services

• Serve as the primary on-call administrator and provide accessibility to staff and residents during evenings, weekends, and holidays, including working at the front desk as needed when coverage is needed.
• Respond to and manage prospective resident queries, applications and reservations, and ensure full occupancy year-round.
• Manage, monitor, implement, evaluate, and report on the resident life cycle and operations to ensure excellent customer service delivery.
• Hire, supervise, and train Team of Resident Assistants (RA’s) and ensure they fulfill expectations for shift and holiday coverage and resident events.
• Provide direction and guidance to the Resident Assistants, Front Desk Operators, and Facilities staff to ensure quality of life resident interactions and quality of service that foster positive resident and guest relations.
• Develop and implement at least six programs and events and distribute regular newsletters and announcements to residents to enhance resident engagement and satisfaction. Attend other TMH events as possible.
• Facilitate a living and learning environment that challenges and supports residents in ways that are appropriate to assist residents in acclimating to the metropolitan area.
• Uphold and enforce House rules and policies and ensure the timely resolution of residents’ concerns and issues while working with the Executive Director to modify and update as needed.

Administration

• Provide and facilitate building tours, conducted by yourself and Resident Assistants, in-person and virtually as needed. Oversee check-ins and provide building orientation while maintaining the building security and enhancing safety protocol.
• Maintain Reservation Management Software (RMS) and train staff as needed.
• Ensure all resident and guest fees, including room and board, are paid in a timely manner.
• Coordinate with Facilities Staff to ensure resident rooms and spaces are clean and free of major repairs; conduct quarterly room inspections to enhance resident services.
• Respond to emergency and crisis situations, coordinating with contractors and Executive Director, and ensuring emergency maintenance is provided as needed.
• Provide holiday administrative coverage when needed.

Financial Management

• Calculate monthly credits for Resident Assistants and Resident Operators and conduct monthly and annual reconciliations of revenue and occupancy.
• Ensure accounts payable tasks, including processing and payment of invoices, are up to date and accurate.
• Make weekly deposits and balance change and cash boxes.
• Organize and maintain physical filing systems, ensuring all documents are accurately labelled and easily accessible.
• Assist with administrative and other business filings
• Provide monthly, quarterly, and annual financial reports as needed, including annual audit support.
• Support fundraising and alumni engagement activities as needed.
• Perform other duties as assigned.

QUALIFICATIONS & SKILLS

To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. Must provide excellent customer service, high ethical standards with professional appearance and demeanor, and embrace fulfilling the company’s mission focused work are required. The following attributes are essential for the position:

• Requires proficiency in Microsoft Office Suite and other relevant software.
• Strong administrative, business, and financial acumen skills required.
• Excellent communication, interpersonal, time management, smart problem solving, analytical, and organizational skills with exceptional attention to detail are required.
• Results driven, self-motivated, ability to manage multiple projects, and creative and innovative mindset in developing strategies to engage stakeholders.
• Demonstrated project management skills, stakeholder relationship management, negotiation, persuasiveness, and diplomacy skills.
• Ability to adapt with changing schedules, work efficiently, and respond proactively to residents, RA’s, and staff, guests, to achieve positive outcomes.

EDUCATION AND EXPERIENCE

• A Bachelor’s degree is Hospitality Management, Business Administration, or related field is required.
• Minimum of two years’ experience in a supervisory position required.
• Experience working in resident services, property management, program management, and nonprofit industry are preferred.

WORKING CONDITIONS & PHYSICAL REQUIREMENTS

Thompson-Markward Hall complies with the ADAAA and considers reasonable accommodations measures may be necessary for eligible employees to perform the essential functions of the job.

• Primary functions performed are sitting, working a computer keyboard that involves typing and other hand movements. Some amount of stooping, kneeling, bending, crouching, lifting, walking, carrying packages up to 25 lbs., climbing stairs, climbing ladders and other movements may be required on an infrequent basis.
• Monday to Friday 9AM to 5PM and some evenings and weekends.
• This is an at-will, full-time, exempt 40 hours per week, live-in on-site required position. Rent, all utilities, and Wi-Fi are included as part of the compensation package for this position.
• The Resident Services Manager is provided with a partially furnished, spacious suite on-site. TMH offers paid vacation, sick and holiday leave, ten paid holidays, as well as health, dental, vision and life insurance, a 401k, a Flexible Spending Account, and major meals.

Thompson-Markward Hall is an Equal Opportunity Employer and committed to a work environment free from discrimination and harassment in any form. It is Thompson-Markward Hall’s policy to comply with all applicable laws that provide equal opportunity in employment for all people and to prohibit unlawful discrimination in employment.