Reporting: Operations Manager
CTC: 1 Lakh per month
Job Purpose
The Property Manager is independently responsible for managing a technologically advanced residential property, featuring world-class amenities. This role oversees the successful transition and takeover of the property, establishing top-tier hospitality and residential property management processes in alignment with company standards. The focus is on delivering exceptional resident experiences, ensuring operational excellence, and maintaining high standards of safety, security, and efficiency.
Key Responsibilities and Accountabilities
Operational Management
Team Leadership: Mentor and guide teams to deliver the company’s vision and services as per client agreements, ensuring alignment with organizational goals.
Guest Experience: Ensure impeccable resident and guest experiences in public areas (lobby, clubhouse, common areas) by implementing best-in-class hospitality and housekeeping standards.
Community Guidelines: Formulate and enforce operational guidelines for amenities, including dos and don’ts for users, to maintain a cohesive community environment.
Process Documentation: Focus on backend processes and documentation to support seamless operations and superior user experiences in public areas.
Project Takeover
Service Transition: Oversee the takeover of all property services, including lifts, diesel generators (DG), electrical systems, water supply, sewage treatment plant (STP), integrated building management systems (access controls, fire fighting systems, CCTV, fire alarms, public announcement systems, waste management, etc.), ensuring a smooth transition.
Maintenance & Management
Proactive Maintenance: Establish planned maintenance activities with in-house and vendor technical teams to enhance equipment longevity and system reliability.
Maintenance Schedules: Develop and implement daily, weekly, bi-monthly, and monthly schedules for housekeeping and landscaping activities.
AMC Management: Ensure timely Annual Maintenance Contract (AMC) renewals and adherence to planned preventive maintenance (PPM) schedules.
Vendor Oversight: Monitor vendor activities, identify service gaps, and ensure zero downtime for critical services.
Resource Management: Manage vendor quotations, negotiations, and invoicing, ensuring compliance with statutory requirements.
Resource Efficiency: Monitor electricity and water usage to optimize efficiency without compromising service delivery.
Performance Management
Goal Setting: Establish and monitor daily, weekly, and monthly goals for all departments to drive performance.
Vendor Evaluation: Conduct monthly vendor evaluations and develop mitigation plans to improve service quality. Apply SLA whenever applicable
Team Development: Oversee team performance, including site induction, mentoring, and ensuring timely completion of sub-projects.
Clubhouse Oversight: Manage and monitor vendors for clubhouse operations, including coaches, spa, salon, and café operators.
SOP and Best Practices
Standard Implementation: Enforce company SOPs and best practices across all functions, including clubhouse operations, housekeeping, engineering, landscaping, security, safety, and waste management.
Process Improvement: Enhance internal rating scores through robust process implementation, including checklists and site-specific SOPs.
Safety & Security
Fire & Safety: Ensure comprehensive fire and safety measures for the property, with high standards in common areas and individual flats.
Security Protocols: Implement and monitor security SOPs to safeguard residents and property assets.
Amenities and Events
Clubhouse Management: Maintain and manage clubhouse and amenities to the highest standards.
Community Events: Plan and execute community events, setting budgets to foster resident engagement.
Budgeting and Reporting
Budget Planning: Develop and secure approval for the Common Area Maintenance (CAM) budget, monitoring all cost centers closely.
Cost Control: Manage department expenses to meet or exceed budgeted goals.
MIS Reporting: Produce daily and monthly Management Information System (MIS) reports with Key Performance Indicators (KPIs), including budget vs. actual expenses and planned vs. actual activities.
Audit Reporting: Generate monthly report cards for each department and implement rating improvement plans based on property audit reports.
Knowledge, Experience, and Skills
Educational Qualifications
Bachelor’s degree in Engineering; background in hospitality preferred
Experience
Minimum 15 years of total experience, with at least 5 years managing buildings over 50 stories
Key Competencies
- Self-starter with strong initiative
- Ability to develop and leverage relationships
- Excellent communication skills
- Expertise in building and managing teams
- Result-oriented with a focus on customer service
- Commitment to delivering superior resident experiences
Key Performance Indicators (KPIs)
Resident Satisfaction: Achieve a minimum of 90% resident satisfaction in quarterly surveys for hospitality and amenities by Q4 FY26.
System Uptime: Maintain 100% uptime for critical systems (lifts, DG, fire systems, etc.) excluding planned maintenance by Q4 FY26.
Maintenance Compliance: Achieve 100% completion of scheduled preventive maintenance tasks by Q4 FY26.
Budget Adherence: Keep operational expenses within 5% of the approved CAM budget by Q4 FY26.
Safety Standards: Ensure zero safety incidents through 100% adherence to fire and safety protocols by Q4 FY26.
Vendor Performance: Improve vendor service ratings by 10% through monthly evaluations and mitigation plans by Q4 FY26.
Event Engagement: Conduct at least four community events per quarter, with 80% resident participation by Q4 FY26.
Typical Daily Tasks
Morning Briefing: Conduct team briefings to assign tasks, review maintenance schedules, and align on operational goals.
Site Inspections: Perform rounds to inspect public areas, amenities, and critical systems, identifying any issues.
Vendor Coordination: Liaise with vendors to schedule maintenance, review service delivery, and ensure compliance with SLAs.
Resident Engagement: Address resident queries or complaints, providing updates on services or maintenance activities.
Team Supervision: Monitor team performance, ensuring adherence to SOPs and mentoring staff as needed.
Documentation: Update maintenance logs, vendor records, and MIS reports, ensuring accurate and timely reporting.
Budget Monitoring: Review daily expenses and cost center performance to ensure alignment with the CAM budget.
Event Planning: Coordinate with teams to plan and execute community events, ensuring budget adherence.
Safety Checks: Conduct safety audits to ensure compliance with fire and security protocols.
Evening Debrief: Review daily performance with teams, address operational challenges, and plan for the next day.
Self-Image Required
The Senior Property Manager must project a professional, confident, and resident-centric image that aligns with the organization’s commitment to excellence in property management. This includes:
Professional Appearance: Maintain a polished, professional appearance, adhering to the organization’s dress code (e.g., business formal or branded uniform).
Positive Demeanor: Exhibit a courteous, solution-oriented, and approachable attitude in all interactions with residents, clients, and teams.
Leadership Presence: Demonstrate authority and confidence while fostering trust and collaboration among stakeholders.
Cultural Alignment: Reflect the organization’s values of integrity, excellence, and resident-focused service in all actions.
Traits
The ideal candidate for the Senior Property Manager role should exhibit the following traits:
Integrity: Demonstrates honesty and ethical conduct in all professional dealings.
Punctuality: Maintains strict adherence to schedules and deadlines.
Team Player: Collaborates effectively with teams, vendors, and stakeholders to achieve shared goals.
Positive Thinking: Approaches challenges with optimism and a solution-oriented mindset.
Creative Thinking: Innovates to improve processes, resident experiences, and operational efficiency.
High Energy: Maintains enthusiasm and drive to manage a fast-paced, demanding environment.
Proactivity: Anticipates issues and takes initiative to address them before escalation.
Resilience: Remains composed and effective under pressure, managing multiple priorities.
