Issue link: https://www.cominghomemag.com/i/1544982
A community manager does a lot to support the board. They help with the heavy lifting, offering guidance, advice, and oversight in all aspects of the association, but they don't do it all. Here are the top three misconceptions of what a manager does: 1. The manager makes decisions for the community. The exact opposite is true. Associations are non-profit businesses run by a board of directors that makes the decisions. The manager simply executes the board's decisions and serves as the liaison between the board, vendors, and residents. 2. The manager is obligated to perform duties for individual homeowners. Many owners think that since their dues pay for the management company and any direct employees, the manager works for them. However, a community manager is responsible for community-related matters and functions defined in a contract—not personal tasks. 3. The manager is on call 24/7. Managers aren't always available 24/7 to address non-emergency concerns. Typically, they have regular working hours that are detailed in the management contract. Outside of working hours, managers can usually be contacted—or supply an after-hours contact—for urgent and emergency situations. COMMON MISCONCEPTIONS ABOUT A MANAGER'S DAY INSIDE A MANAGER'S DAILY ROUTINE Morning: Check-In & Review Tasks On-site community managers work full-time on the property. In this position, they may oversee various parts of the community—amenities, access, maintenance, financials, and more—on a daily basis. Here's what Rodrigo Carrillo, a community manager in San Jose del Cabo, Mexico, does to start a typical day: "After I wake up, the first thing I do is touch base with the community's security team. We go over any entry or security issues. Once I arrive at the community, I visit each department, and we review a checklist of action items for the week. Next, I compile a list of pressing to-dos and all pending tasks." Midday Connect with the Board Although an on-site manager may be tasked with everything from collecting homeowner dues to resolving member disputes, they're the direct communicators of an association's daily goings-on. "I always call my board contact or send a message for urgent matters. For all other communication, I'll e-mail—per the board's request," said Carrillo. By connecting with board members and giving recommendations on the day's to-dos, the board can make the best, most informed decisions for the community. Afternoon: Build Relationships To be successful, community managers must have great interpersonal skills. "My personal goal for this community is to help make it one of the most beautiful places to live and visit while establishing a supportive and amazing management team," said Carrillo. To act on his vision, Carrillo said: "I treat all staff members as I would want to be treated. We also eat lunch as a team. Chatting about topics other than work creates trust and comfort among all of us." End of Day: Revisit & Plan for Tomorrow The end of the day provides an opportunity to wind down and quietly wrap up assignments. Carrillo confirmed: "I reverse my morning routine, making sure all departments have what they need before updating my list of action items. Lastly, I check in with security and check out for the workday." COMING HOME MAGAZINE 39 INSIDE THE ROLE OF A COMMUNITY MANAGER As both a representative and core employee, the community manager is the face of the management company. They work closely with a board to perform essential functions and resolve any complaints or issues that arise along the way. While a manager's specific responsibilities are outlined in the community's governing documents or management contract, they generally handle the association's overall operations and administration in accordance with board policies, governing documents, and applicable local, state, and federal laws and regulations.