Description Job Overview: The
Assistant General Manager (AGM) plays a pivotal leadership role in supporting the General Manager with the day-to-day administration, operations, and service delivery within the association. This individual acts as a key liaison between residents, staff, and vendors, and must demonstrate professionalism, discretion, and unwavering commitment to operational excellence. The AGM must possess refined interpersonal skills, sound judgment, and a proactive, solutions-driven approach tailored to the unique standards of a luxury high-rise community.
Compensation: $80-90k
FirstService Residential will compensate the successful candidate in accordance with the posted range. The salary or wage paid to the successful candidate will be commensurate with experience, education, and specific job responsibilities. For positions designated at a client's property, the salary or wage will also be premised upon the client's directive. The base pay range is subject to change and may be modified in the future.
Your Responsibilities: The following represents the essential duties of the AGM. This list is illustrative, not exhaustive, and may be modified as business needs evolve.
- Carry out policies and procedures of the customer and FirstService Residential concerning safety, administrative requirements, standards, practices and work methods.
- Foster a culture of service, accountability, and hospitality among on-site staff.
- Oversee the supervision and operations of the on-site staff, including but not limited to building a trusting and collaborative partnerships with the front desk staff, create monthly staff schedules for GM approval, timekeeping, performance feedback, and coverage for the front desk in the event of call outs.
- Handle escalated resident concerns with tact, empathy, professionalism and follow-through.
- Draft resident compliance communications, enforce community rules and policies through weekly compliance walks of the Community, issue work orders, and maintain documentation for compliance purposes.
- Serve as the primary staff liaison receiving and timely processing resident architectural submittals, clubroom reservations, move-in and move/outs.
- Monitor and report on the condition of common areas, promptly addressing maintenance, cleanliness, and security concerns.
- Partner with the General Manager to coordinate Board packet preparation, monthly Board meeting attendance, preparation of meeting minutes, annual meeting logistics, and implementation of Board directives.
- Take client calls and manage work order process, vendors, and client issues and follows up on all complaints/issues.
- Act with empathy, compassion, and assumption of positive intent.
- Build culture within the team and engage staff as a leader.
- Oversee and manage resident requests, work-orders and correspondence on community website(s).
- Manage the association email inbox. Respond to all emails within twenty-four (24) business hours.
- Keep track of inventory of office supplies and re-order as necessary.
- May be required to code invoices to appropriate GL categories.
- Produce requested reports for Board packets in a clean, orderly, and professional fashion.
- Organize and maintain all homeowner and administrative files & perform annual Corporation file cleanout in accordance with company standardized hard copy and electronic system.
- Maintain an organized workspace according to company procedures.
- Keeps voicemail up to date, including setting out-of-office email and voicemail greetings, when out of the office.
- Works collaboratively with General Manager on any special requests, i.e. administrative work, mailings, special projects, etc.
- Complete company training as assigned, attend all mandatory company functions and adhere to FirstService Residential Standards of Operation.
- Act as backup when General Manager is on vacation, sick days, or out of office.
- Other duties may be assigned
Skills & Qualifications: - Proficient in English
- Excellent general math skills
- Certified Community Association Manager preferred
- Demonstrate effective communication skills consisting of verbal, written and listening skills.
- Excellent customer service background/skills and maintain a positive, can-do attitude.
- Ability to work under tight deadlines and multi-task.
- Exhibit professionalism, professional attire and demeanor at all times.
- Basic knowledge of Microsoft Applications, especially Outlook, Word and Excel.
- Command of information system hardware/software is preferred.
- Ability to quickly and easily navigate the property/building as required to meet the job functions.
Education & Experience: - High school diploma or equivalency required. College level courses in business or hospitality preferred.
- Two (2) to three (3) years of business experience preferred.
- Minimum of two (2) years to three (3) years of experience in HOA management required.
- CMCA credential a plus.
Physical Requirements & Working Environment: The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to lift 30 - 50 lbs.
- Work in an upright standing or sitting position for long periods of time
- Handle, finger, grasp and lift objects and packages; Reach with hands and arms
- Work duties may require the ability to stand or walk on hard surfaces for frequent and prolonged periods of time.
- Consistent and regular attendance required.
- Ability to walk extensive slope and/or flat association areas and visually review landscape, building areas, recreation facilities, parks etc. to ensure proper maintenance.
- Must be able to attend and actively participate in evening meetings as required.
Supervisory Responsibilities: - Lead and manage a team
- Participate in staff coaching/counseling.
- Complete associate assessments with General Manager.
- Supervision of staff and/or third-party contractors.
Tools & Equipment Used: - General office equipment.
Travel: - Limited travel may be required to support site needs.
- A valid California driver's license and state-mandated insurance are required.
What We Offer: - Medical, dental, and vision plans (full time and those working 30+ hours)
- Part time 20+ hours qualify for dental and vision
- 401K match
- Time off including vacation, sick, and company paid holidays
- Pet insurance available
- Tuition reimbursement
- Legal services
- Free emotional wellbeing and daily life assistance support for all associates
- Domestic partner coverage
- Health savings account
- Flexible spending account
