Resident Manager

About Townline

Townline is an industry-leading Vancouver-based real estate developer with over 40 years of experience creating thoughtfully designed homes and communities across British Columbia. From townhomes and high-rise towers to mixed-use and alternative housing solutions, Townline is known for its commitment to quality, innovation, and exceptional customer care. With fully integrated in-house Development, Construction, Finance, Sales, Leasing, Customer Care, and Marketing teams, Townline is involved in every stage of the development process.

We are currently seeking a dedicated, live-in Resident Manager to join our team in Victoria, BC. The ideal candidate is highly organized, approachable, and an effective communicator with previous Resident Manager or residential property management experience. They are a proactive problem solver who takes pride in building positive resident relationships and creating a welcoming community. This is an exciting opportunity to join one of BC’s respected residential and mixed-use developers and play an important role in the day-to-day experience of our residents.

Role & Responsibilities

Reporting to the Property Manager, the Resident Manager is responsible for supporting the day-to-day operations of Townline’s Victoria residential portfolio and serving as a key point of contact for residents. The successful candidate will bring strong customer service and resident relations skills, sound judgment, and the ability to manage competing priorities in a fast-paced environment while providing a professional and responsive resident experience.

The duties of the Resident Manager may include, but are not limited to:

• Providing superior quality customer service, dealing effectively and fairly with tenant requests and concerns in a timely manner;
• Attending to the tenant services phone line and email requests and ensuring prompt response and follow up is provided up to completion;
• Managing the booking of elevators for move-in and move-outs, the guest suite(s) and the amenities;
• Proactively anticipating needs/issues and providing solutions to tenants and the team;
• Planning and participating in various building events such as Tenant Appreciation Day;
• Planning and managing special event rentals of the various amenities;
• Maintaining good tenant relations, handling and documenting tenant complaints and any emergencies in the building which occur during, over and above office hours;
• Ensuring the parking and storage locker rules and regulations are strictly adhered to by the residential tenants and maintain up to date records of all infractions;
• Emergency response and on-call, after hours duty, as required;
• Respectfully and capably representing the best interests of the Landlord in all internal and external dealings;
• Assisting with minor common area cleanup and tidying, as needed;
• Conducting suite inspections upon tenant move-in and move-out and determine what is tenant damage or reasonable wear and tear;
• Reviewing the security cameras in the event of theft or damage to assist the police and/or other staff to determine cause or events of such an occurrence;
• Ensuring that turn-over suites are ready for new tenant(s) by helping to clean suites, if necessary, and ensuring that all repairs and upgrades are completed;
• Maintaining MSDSs for maintenance products and adhere by the work safe rules and regulations;
• Recommending type and quantity of maintenance supplies to be stocked;
• Ensuring all rents and cheques are received, and pursue delinquent rents and NSF cheques, if required by the supervisor;
• Recording rent receipts and making bank deposits;
• Serving Termination Notices, Rent Increase Notices, and other notices as approved by the Leasing and Administration Manager and Property Manager and in compliance with Residential Tenancy Act;
• Assisting with drafting and distributing letters, notices, contracts, and other correspondence related to the administration of the property;
• Maintaining up to date tenant contact and contractor information;
• Following proper procedures for logging and dispatching service requests and work orders;
• Assisting with researching quotes and other information for special maintenance and capital projects as directed by the Property Manager; and
• Performing any other duties required to better administer tenancies and the building. 

Skills and Requirements

• Completion of a high school diploma, supplemented with post secondary courses;
• 1 – 2 years’ experience as a Resident Manager is considered an asset;
• A general understanding of accounting principles and procedures;
• Strong working knowledge of Microsoft Office. Yardi experience an asset;
• Proven ability to provide quality customer service with a proven ability to multi-task and prioritize demands;
• Able to provide effective and efficient administration support, including answering phones, accurate and timely record keeping, processing invoices and coordinating support services;
• Diligently deals with methods of organization and detail in performing their duties;
• Demonstrates maturity, confidence and tact, particularly when dealing with difficult issues or conflict;
• Able to develop positive and professional relationships with a variety of people while practicing excellent verbal and written communication skills;
• Possesses a strong work ethic, attention to detail and excellent organizational skills; and
• Demonstrates attributes consistent with the Townline’s’ Core Values.