Operations Manager

September 18, 2023

Job Description

Under general supervision of the General Manager plans, directs, recommends, and implements policies and procedures to ensure the services required to maintain the common elements of the Association are provided in a first-class manner and in accordance with community rules and regulations.

This is a hands-on leadership position responsible for assisting with the operational, administrative, maintenance and security functions of the community.  The position requires the Operations Manager be on call 24-hours a day, 7 days a week for emergency consultation in the event of incidents requiring management intervention.  All services of the Operations Manager are under the direct supervision of Castle Management and are performed as stated, in the Management agreement between the governing Board of Directors and Castle Management, LLC.

The Operations Manager also provides exemplary service in a manner consistent with the values and mission of the Castle Group.  He or she performs all responsibilities while demonstrating outstanding customer service skills representative of Castle Royal Service as it relates to this function. This includes working interdepartmentally, as well as, with our external customers.

 

  • Supervises hiring and management of direct employees and supervises selection and management of outside vendor staffing to ensure personnel are capable of meeting the community’s goals with high standards in a hospitable, sensitive and courteous manner.
  • Schedules and/or reviews staff assignments to assure adequate coverage while being conscious of working within the assigned budget.
  • Plans, directs, and oversees implementation of comprehensive systems for protection of the community assets and records of the Association in a professional manner.
  • Inspects community and facilities in order to determine maintenance and security needs.
  • Documents, interviews and assists residents regarding complaints about direct employees and vendor staff conduct.
  • Directs inspection of premises to detect hazards and to ensure that safety rules are posted and enforced.
  • Promptly investigates and makes a full written report of all accidents or claims for property damage and personal injury relating to the ownership and maintenance of the common elements and operation of the Association, including damage or destruction to common elements.
  • Provides a prioritized Action List to focus on all projects/duties within the community and the assigned task holder.
  • Maintains a professional relationship with the Board of Directors and homeowners, whose requests for services shall be received and recorded so that requests can be acted upon expeditiously.  Any serious complaint shall be fully and promptly investigated and reported to the Board of Directors.
  • Assists in establishing operational procedures for activities such as fire prevention, firefighting, traffic control and parking control.
  • Responsible for maintaining organization and secure keeping of blue prints, maps, plats, etc.
  • Must be able to perform violation inspections when task not assigned to an Assistant Property Manager.
  • Assists in monitoring compliance with Rules and Regulations and shall implement procedures for handling violations. 
  • Solicits bids for maintenance, construction and other community projects, and participates in selection of contractors and vendors for furnishing of landscape maintenance, janitorial and maintenance services, water, electricity, gas, telephone, pool maintenance, exterminator service, repairs or reconstruction of structural improvements, preventive maintenance, and such other services deemed to be in the best interests of the Association and necessary in order to administer the Association in a first-class manner in accordance with the Declaration.
  • Inspects the repair and maintenance of equipment and building components and reviews invoices to confirm work completion and contract compliance.
  • Tracks all architectural change requests by homeowners and inspects for compliance upon completion.
  • Assists with emergency situation preparation and implementation of preparedness protocol as designed and approved.
  • Ensures all safety precautions and procedures are followed while performing duties.
  • Ensures that team members follow all safety precautions and procedures while performing duties.
  • Any other responsibilities as assigned by direct supervisor.
  • Performs all responsibilities while demonstrating outstanding customer service skills representative of Castle Royal Service.

 

Experience/Knowledge/Skills:

Outstanding customer service, communication and interpersonal skills required.   Effective written and verbal communication skills.

Computer literacy: 

Advanced command of computer hardware/software is required; specifically, proficient in the knowledge of Microsoft Office suite including but not limited to; Word, Excel, Power Point and Outlook.

Language requirements:

Multiple language fluency is desirable and may be required depending on the community’s needs.

Travel and availability requirements:

Ability to work extended hours and weekends based on project requirement. Ability to respond to emergencies in a timely manner, 24-7.

Physical Requirements:

Ability to lift up to 10 lbs.; work in an upright standing or sitting position for long periods of time, will fluctuate day by day; Handle, grasp and lift objects and packages; extensive use of fingers for typing and visual use of the computer monitor. Reach with hands and arms; Communicate, receive and exchange ideas and information by means of the spoken and written word; Ability to quickly and easily navigate the property/building as required to meet the job functions; Complete all required forms.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Working Conditions:

The majority of work will be completed indoors in a temperature-controlled environment with little to moderate noise levels.  Depending on the task may regularly be required to walk/work outdoors to perform inspections, regular tours, or attend to other property needs.

Disclaimer: This is not an all-inclusive job description. In addition, management has the right to change any portion of this job description at any time and for any reason.

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