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Remote Assistant Property Manager

Job Overview

The Remote Assistant Property Manager assists on-site property teams with a wide variety of tasks that help a property run smoothly. This includes monitoring activity, fielding requests, and preparing information and analyses across multiple domains. Areas of focus include customers (tenants, residents, members, etc.), vendors, visitors, employees, and physical assets like the property itself, amenities, and related equipment. Communications, scheduling, service request management, data governance, and financial operations are all within the purview of this role. Remote Assistant Property Managers can be deployed as generalists (i.e. covering multiple disciplines) holistically supporting one or more properties, or as specialists (i.e. focusing on a specific discipline) dedicated to a specific function in a central service configuration.

Organizational Impact

The Remote Assistant Property Manager handles important elements of property management via computer and sometimes phone, allowing local staff to spend more time on-property.  This segmentation of duties results in a stronger foundation of information and process for property operations, and more successful in-person interactions and activities.  The result is fewer mistakes and unexpected situations, and happier customers and vendors.  In addition, Remote Assistant Property Manager allows on-site staff to cover a larger portfolio and/or develop better relationships on site.  The Remote Assistant Property Manager also provides continuity for changing on-site staff, and supports operational consistency across the portfolio.

Key Systems

The Remote Assistant Property Manager works closely with all of the systems used by a Property Manager. This typically includes the Accounting System, CRM, Document Management System, Maintenance Tracking System, and any Customer Support or Tenant Engagement application. If the organization has a unified Task Management System or Shared Calendar, the Remote Assistant Property Manager will access that system to set alerts for key dates. The Remote Assistant Property Manager may also interact with the Human Resources or Staff Management system for the purposes of setting schedules and managing time and attendance. Other systems, like Revenue Management, Social Media or Automated Marketing, Amenity Booking, Parking Operations, and other systems may also be used.

Inputs

The broad scope of the Remote Assistant Manager’s duties prevents listing individual inputs. In general, incoming requests typically arrive through a ticketing system or the task functionality in one of the key systems used in this role (CRM, Maintenance, Tenant Engagement, etc.) or through a generic email address. Documents may be assigned through the Document Management System. If present, invoices will be available in an accounts payable platform, or in the Accounting System. External web sites, like inventory aggregators and social media, are information sources for marketing-related activities. Ad-hoc requests are routed through email (preferably generic), or through a unified task management system. Date-based alerts and recurring tasks are originated by a workflow or calendar system.

Outputs

The broad scope of the Remote Assistant Property Manager’s duties prevents listing individual outputs. In general, the Remote Assistant Property Manager outputs information into the various systems used in that role, typically by adding notes, changing status or assignments, or attaching information. In many cases, outputs are communications with team members or people outside the company, sent vie email or unified communications platform. In some cases, outputs include letters or phone calls. Outputs may include the creation of tasks or calendar items, entered into an applicable system.

Activities

Customers 

  • Customer On- and Off-Boarding 
  • Customer Appreciation 
  • Customer Communications 
  • Service Request Response 
  • Service Request Analysis 
  • Estoppels

Document Control 

  • Contract Management 
  • Warranty Management 
  • Permit Management 
  • Lease Abstracting / Audits 
  • Electronic File Management


Employees 

  • Staff Scheduling 
  • Employee Onboarding & Offboarding 
  • Time & Attendance


Accounting 

  • Collections and Reminders 
  • Invoice Tracking and Coding 
  • Purchase Orders 
  • Variance Reporting 
  • Budget Process 
  • Pass-Throughs and Utilities


Vendors 

  • Vendor Invoice Follow-Ups and Payment Inquiries 
  • Vendor Permits & Dispatch 
  • Vendor Insurance Management 
  • Vendor Lien Releases

Property 

  • Room and Amenity Reservations 
  • Move-In / Move-Out / Make-Ready 
  • Work Order Management 
  • Inventory Management 
  • Online Inventory Tracking 
  • Inspection Scheduling


Other Physical Assets 

  • Equipment Inventory 
  • Equipment Service Management 
  • Vehicle Oversight 
  • Amenity-Related Issues 
  • Parking Management


Other 

  • Price Management 
  • Data Governance 
  • Quality Assurance 
  • Online Reviews / Social Posting 
  • Renewals 
  • Ad-Hoc Requests from Property Manager  

Recommended Items

  • Central Repository / Process for Payables and Invoices Central Vendor List Sample / Standard Property Calendar Sample Response Language for Service Requests Checklist for Contract Review Central Property Roles List with Contact Information Generic Email Account(s) or Web Form Landing Zone Property Equipment List or Central Repository Document Management System

Content Examples

  • Customer Updates & Letters Collection Reminders Customer Welcome Content Service Request Response & Escalation Lease Abstract Vendor Agreements Vendor Invoices Warranties & Permits Property Calendar & Reservations Property Inspections Equipment List Comment Responses Staff Schedule

Sample Event-Driven Tasks

Customers 

  • Onboard New Customer 
  • Offboard Customer 
  • Respond to or Route Incoming Customer Communication 
  • Prepare and Send Event-Driven Customer Communications 
  • Service Request Response / Routing 
  • Coordinate Signatures for Estoppels


Document Control 

  • Onboard new Contract 
  • Offboard Contract for Termination or Expiration 
  • Profile New Warranty 
  • Profile New Permit 
  • Abstract New Lease


Employees 

  • Adjust Staff Schedule 
  • Coordinate Onboarding of New Employee 
  • Coordinate Offboarding of Former Employee


Accounting 

  • Respond to Customer Requests 
  • Code and Assign Incoming Invoices 
  • Generate Purchase Orders


Vendors 

  • Respond to Vendor Invoice Follow-Ups and Payment Inquiries 
  • Issue Vendor Permits 
  • Verify Vendor Insurance 
  • Obtain Vendor Lien Releases on Completion of Work


Property 

  • Respond / Make Room and Amenity Reservations 
  • Initiate Move-In / Move-Out / Make-Ready Process 
  • Generate Work Orders 
  • Update Inventory of Units


Other Physical Assets 

  • Onboard New Equipment 
  • Offboard Retired / Sold Equipment 
  • Respond to Equipment Service Request 
  • Set Up / Terminate Parking Agreements


Other 

  • Adjust Unit Prices 
  • Respond to / Escalate Online Reviews 
  • Post Social Content 
  • Process Customer Renewals 
  • Respond to Ad-Hoc Requests from Property Manager

Sample Scheduled Tasks

Customers

  • Coordinate Customer Appreciation Events & Emails
  • Launch Scheduled Customer 
  • Communications (Holidays, etc.)
  • Service Request Analysis
  • Review Customer Satisfaction Data 


Document Control

  • Audit Contracts
  • Review Expiring Warranties & Prompt for Claims
  • Audit Permits
  • Audit Leases


Employees

  • Schedule Staff
  • Prompt for Time Card Submittal
  • Overtime / Turnover Report

 

Accounting

  • Issue Collections Reminders
  • Monthly Variance Reporting
  • Prepare Pass-Throughs and Utilities


Vendors

  • Audit Vendor Insurance and Lien Releases


Property

  • Audit open Work Orders & Service Requests
  • Audit Online Inventory Listing
  • Schedule / Review Preventative Maintenance
  • Inspection Scheduling

Other Physical Assets

  • Equipment Inventory
  • Schedule Equipment Service
  • Check Vehicle Service / Mileage / Recalls
  • Schedule / Audit Amenity Inspections
  • Review Parking Billing and Inventory


Other

  • Audit Unit Pricing
  • Data Governance Audit
  • Review Quality Assurance Results
  • Audit Online Reviews
  • Process Renewals
  • Ad-Hoc Requests from Property Manager

Sample Infill Tasks

Customers 

  • Ad-Hoc Follow-Up or Escalation of Customer Issues 
  • Verify Customer Contact Info 
  • Review Service Requests for Trends / Insights


Document Control 

  • Review Service Contracts against Delivery & Invoices 
  • Review Electronic Files & Clean-Up


Employees 

  • Check-In with Staff for Suggestions


Accounting 

  • Spot-Check Invoices vs Work Orders and Contracts 
  • Follow-Up on Collections 
  • Investigate Recurring or Large Variances


Vendors 

  • Search Alternative Vendors / Check Prices 
  • Review Service Utilization Sample Infill Tasks


Property 

  • Check Online Listings / Google Places 
  • Follow-Up on Amenity Use 
  • Review Work Orders for Pricing Opportunities 
  • Spot-Check Permits 
  • Spot-Check Work Orders 
  • Spot-Check Online Inventory 
  • Review Property Inspections for Opportunities & Trends


Other Physical Assets

  • Spot-Check Equipment Inventory for Key Items 
  • Check Parking Costs vs Competitors 
  • Reconcile Reserved Spaces with Current Customer List


Other 

  • Spot-Check Key Data Fields for Completeness and Accuracy Follow-Up on Quality Assurance Issues 
  • Spot-Check Online Reviews / Social Posting 
  • Solicit Ad-Hoc Requests & Projects from Property Manager

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