Understanding community manager responsibilities

As a board member, you want your community or building to run smoothly and stay financially healthy. That’s why most boards turn to a community manager to help them. Naturally, you expect your management team to provide quality service, but if they don’t have what they need – and what it takes – how can they give your community what it deserves? Find out what community manager responsibilities are and if they are qualified to give you exceptional service by asking these questions.
 

What are common community manager responsibilities, and how can boards and residents help?

Even the best community managers can’t do everything! The right support is critical for a community manager to succeed in delivering the exceptional service your board and residents expect and deserve. According to Heather Peters, business development director at FirstService Residential, “Good managers are only as capable as the support they have.” That support should include:

• Assistance from accounting, purchasing, vendor relations and financial services specialists
   
• Involvement of human relations professionals for all personnel matters to see that you get the right level of on-site staffing
   
• Ongoing training to develop and improve management skills, keep up with industry standards and be informed about regulatory changes
   
• A 24/7 customer care team that can quickly provide them and your community with needed information
   
• Help from administrative professionals to assist with day-to-day tasks and office work
   
• Technology and communication tools

In addition, an experienced regional director with a deep understanding of the community can provide crucial support.

"The most capable managers leverage their regional directors. Having that structure in place also helps maintain institutional knowledge and consistency in management if the community manager leaves for any reason. The regional director should know the building or community well enough to help replace a beloved manager with the right person."

Anthony Gragnano, vice president at FirstService Residential

What are the qualities of a successful community manager?

Caring can’t be taught. People who are naturally caring go above and beyond for the people around them and in the work they do. Caring managers take ownership of the communities and buildings they work in, doing their very best to serve the board and residents.

Great community managers also have a high emotional intelligence quotient (EQ), meaning they have an ability to read and assist people — including board members and residents. Their empathy enables them to put themselves in others’ shoes and understand different perspectives. Other traits of managers with high EQ include:

• Forward-thinking mindset to anticipate potential issues before they arise
   
• Adaptability and resourcefulness to respond quickly to unexpected challenges
   
• Strong communication skills to convey information clearly and professionally
   
• Flexibility to handle different personality types and situations with ease
   
• Self-motivation to take initiative and follow through on commitments

Emotional intelligence should extend to a regional director as well. The regional director is the person who needs to match up the right manager to each community or building. This requires understanding the personality of the property and choosing a manager whose personality meshes with it. Even the most stellar manager won’t succeed if they aren’t the right fit.
 

What should residents expect from their community manager?

Residents’ awareness and understanding of community manager responsibilities can significantly impact how they perceive their manager. Even an incredible manager won’t be seen as capable if residents have expectations that fall outside a manager’s actual role.

The board is responsible for creating policies based on their vision for the community, while the management team executes those policies. However, many residents mistakenly believe that the manager sets policies for the community. Therefore, when they are unhappy with a policy or rule, they respond by voicing dissatisfaction with the manager.

Sometimes residents don’t understand what they are responsible for in the community. Does the community pressure wash their front walkway, or is that the residents’ responsibility? Is management responsible for helping with storm preparation or snow removal in their driveways? Who cleans and maintains balconies on high-rises? New residents need to be walked through the roles and responsibilities of everyone in the community so they have the right expectations of their management team. It doesn’t hurt to remind long-term residents of those responsibilities from time to time either!
 

How community managers can support boards, owners, and residents

Great management and exceptional service aren’t just about keeping a community running — they’re essential to long-term property values and resident satisfaction. To get the most out of your management team, you need a manager with the right support and personality, a strong regional director who understands your community’s needs, and clear communication with residents to set realistic expectations about the role of management in your community.

To learn more about community manager responsibilities and understand how a professional management company like FirstService Residential can support your community, contact a member of our team.