Onsite Maintenance Manager (Del Webb Orlando)

RealManage Elevated is a division of RealManage, a company that specializes in the management of community associations with onsite staff. Our mission is to provide the best possible lifestyle HOA management services to our partner communities by encompassing the Best People, Best Technology, and Best Service reputation of RealManage and its CiraConnect division. The RealManage Elevated professional staff has decades of experience managing age-restricted communities, luxury high-rise condominiums, co-ops, urban mixed-use, and large-scale single-family developments with complex amenities. Our focus is on customer service and lifestyle for the residents and the boards we serve- ensuring that the community receives the finest management in the industry.

RealManage Elevated is a values-based company with the following values as our guiding principles:

• Integrity: we always do the right thing.
• Respect: for our customers, employees and company; mutual respect is the cornerstone for every RealManage relationship.
• Selflessness: more than teamwork; we are part of something special and much larger than any of us.
• Personal Relationships: we are a professional services company; people do business with people they like.
• Always Improving: never satisfied, always learning, and always growing; one is either getting worse or getting better...never staying the same. At RealManage, we are always getting better.
• Join RealManage Elevated fast-growing team where energy, teamwork, innovation, and contribution are highly valued.
• Each branch proudly serves a diverse mix of single-family, townhome, and condominium communities. These community associations are of all sizes, from small communities to large, master-planned communities.
  
  

RealManage has earned the prestigious Certified™ recognition from Great Place to Work®, a global authority on workplace culture, employee experience, and leadership excellence. This accolade is a testament to the positive feedback from our employees about their RealManage experience.

Responsibilities

The Del Webb Orlando HOA Maintenance Manager is vital in supervising operational and maintenance standards for all facilities and amenities within the Community. This role also encompasses the supervision and performance management of front desk staff, vendor relations, and contract bidding oversight. The Facility Manager works closely with the General Manager and Assistant General Manager to ensure exceptional customer service, optimal facility maintenance, vendor quality control, and contract adherence.



This role embodies the vision and principles of the Del Webb Orlando HOA management team, while aligning with staff and community. The Maintenance Manager is expected to collaborate closely with the General Manager and Assistant General Manager to achieve the Board's administrative and asset management objectives, ensuring the smooth operation of the association facilities and amenities.



Position Overview

• Oversee the maintenance, operation, and enhancement of all amenities and facilities, including (but not limited to) pool facilities, sports court(s), play structures, vehicle/pedestrian entry gates, front desk, and safety systems, ensuring their optimal condition.
• Collaborate closely with the General Manager, Assistant General Manager, and the leadership team to support Board objectives related to asset management, budgeting, and optimal operational performance across all facilities.
• Manage incoming work orders and coordinate timely and effective resolutions through collaboration with vendors and contractors.
• Provide exceptional customer service by promptly addressing all members' inquiries, concerns, and feedback.
• Develop and maintain a proactive schedule for facility maintenance, overseeing regular inspections, servicing, and repairs to extend the lifespan of assets.
• Supervise a diverse range of vendors, including (but not limited to) janitorial services, landscaping, pool maintenance, safety vendors, plumbing, pool monitors, and gate maintenance contractors, ensuring compliance and high-performance standards.
• Negotiate, prepare, implement and administer service contracts, including drafting contract standards, RFP and bid review and reports for the Sunterra Board of Directors.
• Proactively communicate with residents, staff and the Board of Directors regarding facility and amenity updates through various communication platforms, including the community website, mailed letters and notices, direct and mass email communication and social media.
• Continuously assess community needs and recommend improvements to enhance service delivery methods and procedures.
• Lead, guide, and train maintenance staff to ensure outstanding customer service and streamlined operations.
• Work with the leadership team to formulate and manage the facility management budget, identifying cost-saving opportunities and process improvements.
• Oversee the scheduling, booking, and coordination of facility rentals for events and gatherings, maintaining a comprehensive understanding of rental policies, rates, and availability.
• Provide support for all lifestyle events and facilitate all necessary facility preparation.
• Proactively identify areas for enhancement in facility operations, staying informed about emerging trends and innovations in community management and maintenance.
• Maintain a visible presence within the community and among the team, utilizing a working knowledge of governing documents to drive community improvements within legal boundaries.
• Lead meetings, providing agenda support, as well as written and oral reports, and assist in preparing and adhering to the association budget.
• Ensure compliance with association policies, corporate regulations, civil codes, state and federal obligations, and Sunterra's governing documents.
• Conduct regular performance evaluations for front desk staff, providing constructive feedback and setting development goals.
• Organize and lead weekly touch base meetings to discuss ongoing projects, address challenges, and ensure alignment within the team.
• Provide coaching and mentorship to front desk associates, fostering a culture of growth and continuous improvement.
• Implement performance improvement plans when necessary, addressing any performance issues promptly and professionally.
• Encourage teamwork, collaboration, and open communication among staff members, ensuring a positive and productive work environment.
• Monitor individual and team performance metrics, recognizing achievements and addressing any deviations from performance standards.
• Set clear expectations and goals for team members, aligning them with the department's objectives and overall community vision.
• Develop training programs and opportunities to enhance the skill set of front desk staff, promoting professional development and career advancement.
• Develop and implement standard operating procedures for front desk operations, ensuring consistent and efficient service delivery.
• Supervise staff, including hiring, training, and scheduling to maintain adequate coverage during operational hours.
• Address guest inquiries, complaints, and issues escalated by front desk staff, resolving them promptly and professionally.
• Maintain a thorough understanding of community rules, amenities, and services to provide accurate information to residents and guests.
• Foster a welcoming and helpful atmosphere at the front desk, ensuring a positive experience for everyone entering the facility.
• Hold regular weekly touch base meetings with the maintenance staff to discuss ongoing tasks, upcoming events, challenges, and potential improvements. Use these meetings as an opportunity to facilitate open communication, share important updates, and gather feedback from the team.
• Collaborate with maintenance staff to identify areas for process improvement and streamline daily operations.
• Recognize outstanding contributions and celebrate team successes during these meetings.
• Take on the role of a proactive leader and advocate for the Sunterra Management Corporation community vision
• Conduct business at all times with the highest standards of personal, professional and ethical conduct.
• Perform or assist with any operations as required to maintain workflow and to meet schedules. Notify supervision of unusual equipment or operating problems and the need for additional materials and supplies.
• May participate in various meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain a specified level of knowledge about new developments, requirements, policies, and regulatory guidelines.
• Ensure all safety precautions are followed while performing the work.
• Follow all policies and Standard Operating Procedures as instructed by Management.
• Perform any range of special projects, tasks and other related duties as assigned.
• Attend all company mandatory functions and comply with policies and procedures.