Director of Tenant Business Services
Light Magazine., Holland, MI, United States
Organization Background
Holland Christian Homes (HCH) is a not-for-profit, faith-based seniors organization providing an integrated continuum of housing and care on a single campus in Ontario. Guided by Christian principles, HCH is committed to providing a professional, supportive, and safe environment where fully qualified staff deliver person-centred care that upholds each individual’s rights, dignity, identity, privacy, choice, independence, and overall quality of life. We believe that individuals requiring our services have the right to a lifestyle that adequately meets their physical psychological, emotional, social, cultural and spiritual needs.
Holland Christian Homes consists of 6 independent/Assisted Living apartment towers, as well as Faith Manor and Grace Manor which are private, non-profit Christian Long‑Term Care facilities situated in the City of Brampton. Holland Christian Homes is a growing, dynamic, innovative organization that provides a full continuum of care to individuals in a Christian atmosphere.
Reports To
This role reports to the CEO and is a member of the Senior Leadership Team.
People Reporting To This Role
Manager of Tenant Business Services
Position Summary
Acting as the Landlord, the Director of Tenant Business Services oversees the daily operations and tenant relations of HCH properties. The Director of Tenant Business Services is the primary point of contact for tenants, handling leasing, screening applicants, securing new tenants, and managing tenant turnover, addressing tenant complaints, enforcing occupancy rules, and ensuring tenant satisfaction to maintain long‑term occupancy.
Core Functions
Maintaining property rentals by advertising and filling vacancies, negotiating and enforcing leases, and maintaining and securing premises.
Working with the Finance team to establish market rental rates and managing the RGI program and rent calculations.
Maintaining positive relations with all stakeholders and working collaboratively with all departments.
Advertising vacancies to attract tenants, obtain referrals from current tenants, and explain the advantages of location and services.
Negotiating leases, securing contracts from tenants.
Maintaining properties by investigating and resolving tenant complaints, enforcing occupancy rules, and inspecting vacant units.
Enforcing occupancy policies and procedures by confronting violators, issuing warning letters, or trespass notices as required, and maintaining records of the same.
Working with TNO as required for challenging or complex care‑related tenancy or application issues.
Preparing reports by collecting, analyzing, and summarizing data and trends.
Reaching organizational goals by owning new and different requests and exploring opportunities to add value.
Chairing the Tenant Services Committee, following up on action items, and maintaining minutes.
Conducting the annual tenant satisfaction survey, including analysing the results and developing an action plan to address areas of improvement.
Developing, maintaining and updating all Tenant policies, landlord and tenant forms, the Tenant Handbook and website materials so they are legally compliant and current.
Tenant Management
Finding and Screening Tenants:
Advertising the property, conducting showings, screening applicants, and ultimately selecting suitable tenants.
Lease Management:
Handling the preparation, review, and execution of lease agreements, ensuring that all terms and conditions are in accordance with the law.
Tenant Relations:
Addressing tenant concerns in a compassionate and timely manner, managing disputes, and keeping tenants happy, which can lead to fewer vacancies and stable revenue.
Move‑in and Move‑out Procedures:
Overseeing the move‑in and move‑out process, conducting unit inspections, and managing property damage beyond normal wear and tear fairly and transparently.
Repair Management:
Addressing repair requests promptly by working with EVS, putting in an R4R, and ensuring appropriate vendors and contracts are in place for larger, complex repairs.
Property Inspections:
Conducting regular inspections to keep properties in good condition and addressing issues promptly.
Emergency Management:
Working with EVS to ensure a team member is always on call to respond to property‑related emergencies promptly.
Policies:
Developing, implementing, and communicating policies related to tenants at HCH and their relationships, services and required conduct, and maintaining an up‑to‑date Tenant Handbook and website materials.
Tenant Satisfaction:
Carrying out the annual tenant satisfaction survey, analysing results, and developing an action plan for improvement.
Financial Management
Rent Collection:
Working with the Finance Team regarding rent invoicing and collection, addressing late payments, and ensuring consistent income from all properties.
Financial Reporting:
Providing regular financial reports that provide insight into the financial health and risks of the property, conducting annual RGI calculations, analysing variances, forecasting requirements, and ensuring property remains profitable while controlling costs.
Legal Compliance
Legal Adherence:
Ensuring the property complies with all laws and regulations related to property management, including tenant‑landlord regulations, anti‑discrimination laws, and safety codes.
Evictions:
Managing incidents that violate the lease agreement and, if necessary, overseeing the eviction process in compliance with applicable laws.
Documents/Forms:
Developing, maintaining and updating all tenant policies, landlord and tenant forms, and the Tenant Handbook and website materials to remain legally compliant, and preparing and handling all landlord legal forms accurately.
Marketing and Advertising
Property Marketing:
Creating and managing effective advertising campaigns to attract potential tenants and minimise vacancy periods.
Market Analysis:
Analyzing local rental rates and trends to price rent appropriately and maintain competitive yet profitable rates.
Business Development:
Maintaining positive relationships with tenants, residents and stakeholders to enhance property value.
Administrative Duties
Record‑Keeping:
Maintaining comprehensive tenant files and records of financial transactions, tenant interactions, leases, terminations, notices, contracts and inspections.
Communication:
Maintaining good communication with tenants, HCH, and vendors to foster a harmonious experience.
Technology Management:
Leveraging the latest property management software and other technologies to streamline operations and provide transparency.
Chairing the Tenant Services Committee:
Following up on action items and maintaining minutes.
Conducting the annual tenant satisfaction survey:
Analysing results and developing an action plan.
Developing, maintaining and updating all Tenant policies:
Landlord and tenant forms, the Tenant Handbook and website materials to remain legally compliant and current.
Qualifications
Post‑secondary education in business administration, property management or equivalent.
4‑7 years of related experience in residential property management with at least 2 years at a senior or multi‑site leadership level.
Strong background managing large residential portfolios (purpose‑built rentals, multi‑residential, or mixed‑use).
Strong knowledge of the Ontario Residential Tenancies Act (RTA), landlord‑tenant laws, housing regulations and related legislation.
Knowledge of market trends and property values is an asset.
Exceptional leadership, interpersonal, communication and tenant‑focused service skills.
Alignment with and commitment to the Christian mission and values of the organization.
Highly organized, proactive and able to manage competing priorities in a fast‑paced environment.
Ability to work under conditions of constant interruption and remain focused.
Competent in computer applications including Microsoft Office Suite.
Ability to interact with seniors in a manner that is understandable and meets individual needs and preferences, including those who are cognitively challenged.
Diplomacy and professionalism in communicating with all levels of the organization and the public.
Excellent problem‑solving, conflict‑resolution and detail‑oriented skills.
Good judgment, decision‑making skills and ability to maintain confidential information.
Ability to work independently as well as part of a multidisciplinary team.
Ability to read, write and speak English.
Current Vulnerable Sector Screening approval.
Clear TB test and flu immunisation (unless medically exempt).
Equal Employment Opportunity
Holland Christian Homes welcomes diversity in the workplace and encourages applications from all qualified individuals.
#J-18808-Ljbffr
Holland Christian Homes (HCH) is a not-for-profit, faith-based seniors organization providing an integrated continuum of housing and care on a single campus in Ontario. Guided by Christian principles, HCH is committed to providing a professional, supportive, and safe environment where fully qualified staff deliver person-centred care that upholds each individual’s rights, dignity, identity, privacy, choice, independence, and overall quality of life. We believe that individuals requiring our services have the right to a lifestyle that adequately meets their physical psychological, emotional, social, cultural and spiritual needs.
Holland Christian Homes consists of 6 independent/Assisted Living apartment towers, as well as Faith Manor and Grace Manor which are private, non-profit Christian Long‑Term Care facilities situated in the City of Brampton. Holland Christian Homes is a growing, dynamic, innovative organization that provides a full continuum of care to individuals in a Christian atmosphere.
Reports To
This role reports to the CEO and is a member of the Senior Leadership Team.
People Reporting To This Role
Manager of Tenant Business Services
Position Summary
Acting as the Landlord, the Director of Tenant Business Services oversees the daily operations and tenant relations of HCH properties. The Director of Tenant Business Services is the primary point of contact for tenants, handling leasing, screening applicants, securing new tenants, and managing tenant turnover, addressing tenant complaints, enforcing occupancy rules, and ensuring tenant satisfaction to maintain long‑term occupancy.
Core Functions
Maintaining property rentals by advertising and filling vacancies, negotiating and enforcing leases, and maintaining and securing premises.
Working with the Finance team to establish market rental rates and managing the RGI program and rent calculations.
Maintaining positive relations with all stakeholders and working collaboratively with all departments.
Advertising vacancies to attract tenants, obtain referrals from current tenants, and explain the advantages of location and services.
Negotiating leases, securing contracts from tenants.
Maintaining properties by investigating and resolving tenant complaints, enforcing occupancy rules, and inspecting vacant units.
Enforcing occupancy policies and procedures by confronting violators, issuing warning letters, or trespass notices as required, and maintaining records of the same.
Working with TNO as required for challenging or complex care‑related tenancy or application issues.
Preparing reports by collecting, analyzing, and summarizing data and trends.
Reaching organizational goals by owning new and different requests and exploring opportunities to add value.
Chairing the Tenant Services Committee, following up on action items, and maintaining minutes.
Conducting the annual tenant satisfaction survey, including analysing the results and developing an action plan to address areas of improvement.
Developing, maintaining and updating all Tenant policies, landlord and tenant forms, the Tenant Handbook and website materials so they are legally compliant and current.
Tenant Management
Finding and Screening Tenants:
Advertising the property, conducting showings, screening applicants, and ultimately selecting suitable tenants.
Lease Management:
Handling the preparation, review, and execution of lease agreements, ensuring that all terms and conditions are in accordance with the law.
Tenant Relations:
Addressing tenant concerns in a compassionate and timely manner, managing disputes, and keeping tenants happy, which can lead to fewer vacancies and stable revenue.
Move‑in and Move‑out Procedures:
Overseeing the move‑in and move‑out process, conducting unit inspections, and managing property damage beyond normal wear and tear fairly and transparently.
Repair Management:
Addressing repair requests promptly by working with EVS, putting in an R4R, and ensuring appropriate vendors and contracts are in place for larger, complex repairs.
Property Inspections:
Conducting regular inspections to keep properties in good condition and addressing issues promptly.
Emergency Management:
Working with EVS to ensure a team member is always on call to respond to property‑related emergencies promptly.
Policies:
Developing, implementing, and communicating policies related to tenants at HCH and their relationships, services and required conduct, and maintaining an up‑to‑date Tenant Handbook and website materials.
Tenant Satisfaction:
Carrying out the annual tenant satisfaction survey, analysing results, and developing an action plan for improvement.
Financial Management
Rent Collection:
Working with the Finance Team regarding rent invoicing and collection, addressing late payments, and ensuring consistent income from all properties.
Financial Reporting:
Providing regular financial reports that provide insight into the financial health and risks of the property, conducting annual RGI calculations, analysing variances, forecasting requirements, and ensuring property remains profitable while controlling costs.
Legal Compliance
Legal Adherence:
Ensuring the property complies with all laws and regulations related to property management, including tenant‑landlord regulations, anti‑discrimination laws, and safety codes.
Evictions:
Managing incidents that violate the lease agreement and, if necessary, overseeing the eviction process in compliance with applicable laws.
Documents/Forms:
Developing, maintaining and updating all tenant policies, landlord and tenant forms, and the Tenant Handbook and website materials to remain legally compliant, and preparing and handling all landlord legal forms accurately.
Marketing and Advertising
Property Marketing:
Creating and managing effective advertising campaigns to attract potential tenants and minimise vacancy periods.
Market Analysis:
Analyzing local rental rates and trends to price rent appropriately and maintain competitive yet profitable rates.
Business Development:
Maintaining positive relationships with tenants, residents and stakeholders to enhance property value.
Administrative Duties
Record‑Keeping:
Maintaining comprehensive tenant files and records of financial transactions, tenant interactions, leases, terminations, notices, contracts and inspections.
Communication:
Maintaining good communication with tenants, HCH, and vendors to foster a harmonious experience.
Technology Management:
Leveraging the latest property management software and other technologies to streamline operations and provide transparency.
Chairing the Tenant Services Committee:
Following up on action items and maintaining minutes.
Conducting the annual tenant satisfaction survey:
Analysing results and developing an action plan.
Developing, maintaining and updating all Tenant policies:
Landlord and tenant forms, the Tenant Handbook and website materials to remain legally compliant and current.
Qualifications
Post‑secondary education in business administration, property management or equivalent.
4‑7 years of related experience in residential property management with at least 2 years at a senior or multi‑site leadership level.
Strong background managing large residential portfolios (purpose‑built rentals, multi‑residential, or mixed‑use).
Strong knowledge of the Ontario Residential Tenancies Act (RTA), landlord‑tenant laws, housing regulations and related legislation.
Knowledge of market trends and property values is an asset.
Exceptional leadership, interpersonal, communication and tenant‑focused service skills.
Alignment with and commitment to the Christian mission and values of the organization.
Highly organized, proactive and able to manage competing priorities in a fast‑paced environment.
Ability to work under conditions of constant interruption and remain focused.
Competent in computer applications including Microsoft Office Suite.
Ability to interact with seniors in a manner that is understandable and meets individual needs and preferences, including those who are cognitively challenged.
Diplomacy and professionalism in communicating with all levels of the organization and the public.
Excellent problem‑solving, conflict‑resolution and detail‑oriented skills.
Good judgment, decision‑making skills and ability to maintain confidential information.
Ability to work independently as well as part of a multidisciplinary team.
Ability to read, write and speak English.
Current Vulnerable Sector Screening approval.
Clear TB test and flu immunisation (unless medically exempt).
Equal Employment Opportunity
Holland Christian Homes welcomes diversity in the workplace and encourages applications from all qualified individuals.
#J-18808-Ljbffr