Vacancy: House Manager

Reporting to: Chief Operating Officer (COO) / Client Services Manager'

Salary: Between R14 000 CTC to R17 000 CTC per month, this includes a 2-bedroom apartment in Maitland Mews

Role Purpose

The House Manager is responsible for the effective management of rental collections, vacancy levels, tenant relationships, building maintenance, security, and service providers. The incumbent will ensure that residential properties are well maintained, tenants are supported, and operational objectives are achieved through effective administration, staff management, and stakeholder engagement.

Key Responsibilities

1. Client Services Management

• Manage vacancy levels within the buildings by:
• Assisting prospective tenants.
• Facilitating viewings of vacant units.
• Sourcing and securing new tenants.
• Conducting information and leasing workshops.
• Manage the rental collection process by:
• Distributing rental statements.
• Reviewing arrears reports.
• Following up on outstanding rental accounts.
• Issuing arrears letters.
• Implementing credit control procedures.
• Facilitate tenant onboarding and exit processes by:
• Welcoming and inducting new tenants.
• Explaining house rules and tenant obligations.
• Completing take-on and exit snag lists.
• Managing the full tenant exit process.

Key Performance Indicators (KPIs):

• Targeted vacancy levels achieved.
• Targeted rental collection levels achieved.
• Effective implementation of credit control procedures.
• Completion of take-on and exit snag lists.
• Tenant awareness and compliance with house rules.

2. Service Provider Management

• Monitor and evaluate the performance of:
• Cleaning services.
• Maintenance contractors.
• Security services.
• Garden services.
• Refuse removal contractors.
• MES service providers.
• Conduct regular service provider meetings.
• Provide performance feedback and address any service shortcomings.

KPIs:

• Regular service provider meetings conducted.
• Agreed service standards consistently achieved.

3. Human Resources and Staff Management

• Recruit, interview, and appoint suitable candidates for site vacancies.
• Induct, train, and support new employees through probation periods.
• Conduct performance reviews and implement improvement plans.
• Identify training and development needs.
• Manage disciplinary processes where required.
• Motivate and lead site teams.
• Conduct weekly staff meetings.
• Effectively manage:
• Assistant House Manager.
• Cleaning teams.
• Maintenance teams.

KPIs:

• Effective team management and development.
• Timeous completion of performance appraisals.
• Improved staff performance and engagement.

4. Maintenance and Security Management

• Monitor the overall maintenance and security condition of the property.
• Liaise with the Maintenance Manager regarding identified concerns.
• Investigate and address tenant maintenance requests.
• Raise and monitor work orders.
• Perform minor maintenance tasks where required.
• Supervise the in-house maintenance team.
• Evaluate service provider performance.
• Conduct routine building and grounds inspections.
• Investigate and report maintenance and security incidents.
• Ensure the cleanliness and upkeep of all buildings and grounds.

KPIs:

• Minor maintenance completed effectively.
• Maintenance work assessed and approved.
• Work orders completed on time and to standard.
• Building and grounds maintained to acceptable standards.
• Security and maintenance incidents resolved appropriately.
• Cleanliness standards consistently maintained.

5. Administration

• Prepare and submit weekly and monthly reports accurately and on time.
• Attend internal stakeholder meetings.
• Process and submit documentation to Head Office.
• Maintain accurate records and administrative systems.

KPIs:

• Accurate and timely reporting.
• Effective administration and documentation management.

6. Social Climate Management

• Monitor and maintain a positive social environment within the building.
• Address minor tenant disputes and social issues.
• Escalate complex social matters to the MES Social Worker where appropriate.
• Report major social concerns.
• Encourage tenant participation and community engagement.
• Address behavioural concerns and issue warnings when house rules are violated.
• Foster positive tenant relationships.

KPIs:

• Positive and stable social climate maintained.
• Social and behavioural issues effectively managed.
• Strong tenant relationships established and maintained.

Minimum Requirements

Qualifications

• Grade 12 / Matric certificate (essential).

Experience

• Minimum of 2 years' experience in building or property management.
• Demonstrated maintenance management experience.
• Experience working with tenants, service providers, and operational teams.

Key Stakeholders

Internal

• Client Services Manager
• Maintenance Manager
• Leasing Administrators
• Leasing Officers
• House Managers

External

• Tenants
• Service Providers
• Maintenance Contractors

Competencies

Generic Skills

• Excellent Communication Skills
• Basic Facilitation Skills
• Conflict Management
• Customer Service Orientation
• Relationship Management
• Teamwork

Management and Leadership Skills

• Basic Project Management
• Planning and Organising
• Problem Solving
• Information Gathering and Analysis
• Basic Networking Skills

Technical Knowledge and Skills

• Asset Management
• Conducting Tenant and Market Surveys
• Basic Default Management
• Basic Eviction Management
• Basic Lease Agreement Management
• Maintenance Planning
• Basic Safety and Security Standards

Personal Attributes

• Emotional Control
• Persuasion and Influencing Skills
• Assertiveness
• Strong Interpersonal Skills
• Adaptability and Flexibility
• Attention to Detail
• Situational Sensitivity

Why Join Us?

This role offers an exciting opportunity for an energetic and hands-on property professional to manage residential buildings, build strong tenant relationships, lead site teams, and contribute to the creation of safe, well-maintained and thriving communities.