Residence Manager Estilo

Key Responsibilities

Maintenance and Upkeep of Common Areas and Building

? Ensure that all operational areas have an atmosphere that is conducive to the overall customer experience.

? Tours residential buildings on a daily basis speaking with employees and residents to understand business needs and assess operational

opportunities.

? Supports HPM-managed Clubhouse with operational requirements (HK, maintenance, procurement, etc.), ensures customer satisfaction

levels

? Life Safety/Loss Prevention – the consistent implementation of high standards for all aspects of life safety, loss prevention, unit owner

identity and privacy protection

? Security and safety of all residents and associates

Relationship Management

? Drives the site culture (of Associates and outsourced staff) and thereby delivering on positive customer experience

? Develop relationships with the residents, with a single minded focus on delivering a differentiated and personalized experience

? Ensure customer understanding and feedback loop

? Demonstrates urgency in response and handling of customer problems and complaints

? Establish a database on residents and create a process on recognizing special occasions like birthdays, etc.

Internal Coordination

? Coordinates with internal Lodha Group departments like Landscaping, etc. for maintenance of the entire complex

? Plans in coordination with HPM Central team a monthly Activities calendar for resident engagement and implements the same

? Keeps project operations team focused on the critical components of operations to drive customer satisfaction and the desired financial

results.

? Review financial reports and statements to determine how Operations is performing against budgets

? Strives to improve service performance.

? Communicates a clear and consistent message regarding operational goals to produce desired results on a continuous basis

? Financial Management – capable of operating within the constraints of the CAM budget and providing timely reporting of financial

performance

? Site CAM P&L meeting targets/budgets; annual Budget preparation - Prepares annual budget for staffing and operating expense.

Proposes items to be included in annual Capital Plan

? Maintain complete knowledge about Society Rules & Regulations and Lodha policies

? Develops systems and procedures that achieve higher cost efficiency and customer satisfaction