Residential Operations Manager

Adamas Building Services is a specialty company providing property managers with White Glove Services for ALL your property needs 24/7. With a full complement of services for residential and commercial luxury properties, you can count on Adamas to exceed your expectations.. We are urgently seeking an exceptional Residential Operations Manager with experience working in luxury residential industry.

The Regional Residential Operations Manageris responsible for leading and managing the site teams assigned to their site portfolio. They set the example for White Glove Service for functions including Maintenance, Janitorial, Concierge & and Security. The Regional Residential Operations Manager sets clear expectations of White Glove Service levels for each site and holds teams accountable by conducting weekly walk through’s, implementing levels of cleaning and service and by establishing relationships with Property Managers, Site Managers, and Adamas Staff.

The Manager of Regional Residential Operations is responsible for total customer satisfaction, budget management, overtime management, site call outs and coverage, uniforms, weekly and monthly reporting, and employee management initiatives working in cooperation with the Leadership Team members. The Manager of Operations is rated by his/her performance through the measurements of successful operations on his assigned sites. The Manager of Regional Residential Operations is a member of the Executive Leadership Team and attends all strategy meetings.

Requirements

Due to the 24/7, 365 day per year environment, the position does not follow a traditional weekday, 9 AM to 5 PM schedule. This position requires in-person observation and oversight at various times, including overnights and weekends.

• Pay Rate: $60,000 - $65,000/Annually - experience based.
• Car Allowance: $200.00/Monthly
• Yearly Bonus: Up to 10% based on KPIs.

Responsibilities:

• Manage the Site Teams. Prepare staff schedules, hold accountable Site Leads, Managers and Superintendents for achieving excellence in all service areas Adamas oversees at each site.
• Responsible for covering employee call outs and vacation coverage.
• Provide on-the-spot coaching to ensure that the highest level of service is consistently delivered.
• Ensure regular site inspections of buildings and grounds. Make lists of action items to be performed by Site Staff. Conduct Site Staff inspections to ensure that the proper uniform is worn neatly and cleanly. Use Site Visit Checklist to record visit results and save in Dropbox for review by the company’s President. 5-8 Site Visits are conducted weekly to meet expectations in this role.
• Conduct monthly Walk-Throughs to complete detailed site inspections to ensure that White Glove Service standards are being met and exceeded for all service areas that Adamas oversees at each site. Use the Walk-Through Report template to document photos and information collected during each Walk Through conducted. One (1) Walk Through per month per site is expected for each of the sites in the Director’s portfolio. The Walk-Through reports are submitted to the Vice President of Operations for review.
• Work in cooperation with Superintendents to implement Safety Compliance and Safety Training at each site.
• Develop relationship and communicate proactively with the Property Management Team. Receive their feedback and implement action plan to ensure their requests are being met.
• Manage costs of overtime, supplies and inventory to produce the best financial outcome impacting Gross Margin.
• Recognize and reward positive behaviors of Site Staff. Counsel and coach on behaviors that need to change.
• Uses the Management Resource Planning method to career path employees, to evaluate staffing needs at sites (A’s, B’s, and C’s), to assess performance of employees rated “C” and determine if training or exit plan is required.
• Know what White Glove Service looks like in delivery of Concierge, Cleaning, Maintenance and Security services.
• Role model professional behavior and set expectations for all site leaders for executing the same behaviors.
• Live and breathe the company’s Mission and Vision of Employee’s First when making decisions.
• Awareness of variability in human behavior and attuned to recognizing and managing.
• Familiarity with site specific manuals.
• Familiarity with emergency procedures and protocols.
<