Lillie Knight
Highlands Ranch,CO
Summary
Experienced and results-driven Community Director overseeing two properties, with over 13 years of expertise in multi-family management and condominium association. Proven success in building strong communication channels with staff, residents, board members, and committees to foster a cohesive community. Highly skilled in financial management, with a strong track record in budgeting and financial planning. Excellent project management abilities, ensuring the efficient execution of property-related initiatives. Committed to excellence in community management, with a passion for creating vibrant, well-maintained, and harmonious living environments in luxury settings.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Community Director
UDR
Denver, CO
08.2024 - Current
- Serve as the Director for two smart home luxury communities in the Denver area, encompassing 510 apartments, six commercial spaces, and two resident garages.
- Manage scheduling for office staff, maintenance teams, and concierge services across properties with offices open seven days a week, ensuring optimal coverage and operational efficiency.
- Host tours for investors and partners, showcasing property features, amenities, and operational success to build and maintain strong relationships.
- Conduct employee life-cycle processes, including interviewing, hiring, on-boarding, training, performance reviews, disciplinary actions, and fostering employee relations.
- Work closely with state and local law enforcement and attorneys to address legal matters, ensure compliance, and resolve issues impacting the community.
- Oversee apartment turnovers, vendor relationships, and property operations, ensuring efficient and timely project completion.
- Assist with the preparation of property budgets, including pricing analyses, and monitor accounts payable and delinquency metrics.
- Prepare and review weekly checkbooks, weekly budget variances, and weekly updates, as well as manage monthly checkbooks to ensure accurate financial tracking.
- Host monthly expense review meetings to discuss financial performance, expense management, and alignment with budget goals.
- Organize resident events and coordinate employee celebrations, including birthdays, anniversaries, and team achievements, to foster community engagement and employee morale.
- Analyze contracts to ensure compliance, value optimization, and alignment with community standards and objectives.
General Manager
Worth Ross Management
Denver, CO
02.2024 - 08.2024
- Coordinate a $1.4 million renovation project, including securing bids, coordinating with contractors, obtaining permits, and collaborating with designers, in preparation for project commencement.
- Lead, prepare, and schedule Board Meetings, Board Working Sessions, Executive Sessions, Reserve Committee meetings, and Physical Plant Committee meetings.
- Oversee all financials, including payables and receivables, budget management, reserves, and special assessments.
- Implemented standard operating procedures, emergency action plans, and preventative maintenance.
- Oversee all Denver local ordinances, including Go Energize requirements.
- Lead oversight of all staff departments, encompassing restructuring, wage increases, promotions, hiring, training, and staff corrections.
- Oversee all projects, repairs, and reserve projects for a luxury high-rise building spanning thirty-three stories.
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Developed and implemented operational strategies to improve efficiency, reduce costs, and maximize customer satisfaction.
- Managed property takeover transitions, navigating challenges to ensure operational continuity and stakeholder satisfaction.
- I manage reporting responsibilities, including preparing weekly updates for the Board, compiling monthly Board packets, organizing Board of Directors meeting packets, crafting weekly newsletters for homeowners, and handling all agendas and minutes.
- oversee the management of rental units owned by the Association, including handling rental payments, processing work orders, and coordinating renovations as needed.
- Created schedules and monitor payroll to remain within budget.
- Manage inventory levels and conducted corrective action planning to minimize long-term costs.
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
Junior General Manager
Firstservice Residential-The Plaza at Turtle Creek
DALLAS, Texas
08.2022 - 02.2024
- Recruited, trained, and empowered a dynamic team, fostering a culture of excellence to achieve and surpass key performance indicators.
- Performed comprehensive employee evaluations, offering constructive feedback and acknowledging exceptional performance to foster continuous improvement and motivation.
- Achieved outstanding client experiences by providing hands-on leadership to associates and managers, ensuring excellence in service delivery.
- Established and nurtured enduring customer relationships through efficient account management, fostering loyalty and long-term commitment.
- Adhered to company policies, government regulations, governing documents, and bylaws to proactively prevent and identify rule violations, safeguarding the organization from potential fines and legal challenges.
- Successfully assumed leadership roles in capital projects, overseeing planning, execution, and completion.
- Provided suggestions for property enhancements following thorough evaluations of the current property conditions.
- Assisted the association by providing the annual budget, reserve study, and monthly variance reports, contributing to corrective action planning.
- Directed and supervised the operations, maintenance, and administration of properties.
- Promoted assurance of quick repairs and fixes for issues by immediately notifying proper contacts and determining estimated times of arrival.
- Drove facility growth and boosted homeowners' morale by strategically planning special activities, orchestrating the coronation of Conservatory Rentals, and optimizing amenity reservations.
- Monitored project budgets, timelines, and quality standards, ensuring alignment with the association's strategic goals.
- Documented meeting minutes for every Committee and Open General Board Session.
- Guaranteed compliance with luxury lifestyle brand standards across properties and among staff members.
- Coordinated and actively contributed to Safety Committee, Facility Committee, Finance Committee, Executive Directors, and Open General Session Board Meetings, ensuring meticulous preparation and facilitation for effective proceedings.
- Accounted for property and association finances, including Check Postings, Clickpay, Wire Transfers, Fee Postings, Homeowners’ statements, Payroll, and Delinquencies.
Community Director
Property Management & Development
San Diego, CA
11.2019 - 05.2022
- Served as the Director overseeing operations for Ariel Luxury Rentals and Allegro Towers, two luxury high-rise buildings located in downtown San Diego. Managed a portfolio comprising 426 apartments, 7 commercial spaces, and two parking garages.
- Performed property market surveys to gather information on current trends.
- Directed hiring and training initiatives, conducting interviews and overseeing the completion of new hire paperwork.
- Performed annual reviews and handled payroll responsibilities for a team of 30+ staff members, which included managing commission payouts.
- Managed office accounting tasks, encompassing responsibilities such as handling invoices, petty cash, debit batches, check scans, three-day notices, sheriff's lockouts, evictions, and delinquencies.
- Secured round-the-clock coverage for both properties by coordinating with in-house staff and multiple staffing agencies.
- Established the 'A List' Program to provide discounts and special memberships to residents within the surrounding neighborhood.
- Coordinated final walk-throughs for move-outs, including photo documentation and coordination with maintenance staff and inventory managers.
- Oversaw Vacate Reports and Turn Lists for both buildings.
- Coordinated with construction foremen, corporate offices, residents, and on-site staff members during complete office, building, lobby, elevators, and pool deck renovations.
- Ensured resident satisfaction during COVID-related challenges, including temporary office spaces and construction disruptions.
- Complied with CDC COVID rules and regulations for residents and staff members.
- Worked in collaboration with the County and City of San Diego, as well as the COVID-19 Housing Stability Assistance Program, to provide support for residents facing COVID-related hardships.
- Coordinated with vendors for building and resident needs, including elevators, fire protection, property clean-up, Little Italy Associations, security companies, entry systems, building signage, waste management, San Diego Fire Department, and San Diego Police Department.
- Facilitated Amazon Locker installation at Allegro Towers, managing resident data and permissions.
- Developed and maintained Excel spreadsheets for tracking availability, applications, apartment turns, and inventory lists.
- Coordinated resident events, staff member events, and celebrated birthdays and anniversaries.
- Led operations for Front Desk Concierge, Leasing Concierge, Leasing Consultants, Assistant Community Managers, Maintenance Technicians, Lead Maintenance Technicians, and Porter teams.
- Enhanced resident retention by ensuring staff members provided outstanding customer service while adhering to Fair Housing Laws and Regulations.
- Oversaw the efficient execution of Service Requests.
- Introduced a revamped move-in process and implemented renewal incentives.
- Ensured adherence to rental application procedures, including conducting background and credit checks, overseeing lease renewals, verifying renters insurance, and managing all necessary move-in documentation.
- Conducted property walks and trained staff members on maintaining luxury standards and enforcing property rules and regulations.
- Handled Lease Violations and Three-Day to Perform or Quit notices.
- Composed violation letters, posted notices, and maintained clear records in Yardi and residents' files.
Leasing Consultant
The Towbes Group
Santa Barbara, CA
09.2017 - 10.2019
- Created and implemented the Willow Springs's first strategic Outreach Marketing Program.
- Served as the communications liaison with local businesses, networking with HR Departments and scheduling opportunities to promote beneficial partnerships.
- Awarded The Towbes Group 2018 Rookie of the Year.
- Represented the company at Goleta Chamber of Commerce meetings and events, serving as the Event Coordinator.
- Achieved perfect scores from "secret shoppers" and provided sales call and tour training for staff, including the Property Manager.
- Managed employee work calendars and performed annual unit inspections on all occupied units.
- Responsible for Market Survey, Pricing Adjustments, and weekly LRO calls.
- Coordinated with service technicians and vendors to handle maintenance issues and ensure resident satisfaction.
- Managed the resident payment process and directed background and credit checks for potential residents.
- Provided excellent customer service by fielding calls and addressing residents' concerns.
- Orchestrated the move-in process for new residents and managed lease renewals.
- Kept comprehensive records of incident reports, service animals, emotional support animals, and reasonable accommodations.
- Generated the company's monthly newsletter and served as the property's representative for Zillow, Hotpads, and Trulia.
- Conducted property walks and move inspections, addressing community policy violations.
Assistant Community Director
Affinity at Fort Collins
Fort Collins, CO
03.2017 - 07.2017
- Hosted seminars and performed online marketing tactics to attract new clients during property development.
- Collected application fees, deposits, and rent while maintaining accurate financial records.
- Directed the Affordable Restricted Income Program and managed all invoices for bills, ensuring timely payments.
- Oversaw day-to-day responsibilities of the Leasing Staff, including interviewing and training new team members.
- Conducted background and credit checks to select quality tenants.
- Orchestrated the move-in process for new residents.
- Assisted in the start-up of a brand-new property.
- Walked through properties to check for violations.
Leasing Consultant
Ag Spanos
Johnstown, CO
11.2015 - 11.2016
- Hosted property tours, answered inquiries, and highlighted selling features to achieve high occupancy rates during lease-up.
- Managed the application process for new residents.
- Conducted background and credit checks.
- Coordinated move-in and move-out processes for residents.
- Assisted with office organization and maintained detailed resident files.
- Ensured customer satisfaction by prioritizing maintenance requests and improving communication between office staff, maintenance crews, and residents.
- Recruited new residents through outreach marketing and social media efforts.
- Coordinated resident events and managed office inventory.
- Promoted high level of customer service and assistance by greeting clients, responding to concerns, showing units and quickly resolving issues.
- Maintained high customer approval rating through dynamic service, exemplary support and interpersonal communication.
Client Services Specialist
Ostroff Insurance Group
Tampa, FL
05.2014 - 04.2015
- Provided exceptional customer service to all clients through various channels.
- Directed the client application process and managed paperwork organization.
- Ensured prompt and accurate client payments through friendly reminders and invoice management.
- Acted as an intermediary between insurance and mortgage companies for applications, inspections, and documentation.
- Managed client information and policies in the company's database.
- Oversaw car inspections and communicated information to insurance companies.
- Marketed the company to potential clients and handled incoming and outgoing mail.
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Explained different options to prospective clients, encouraging sale of insurance policies that best fit needs.
Leasing Manager
University Village Apts
Tuscaloosa, AL
05.2011 - 05.2014
- Maintained the apartment complex at full capacity through effective customer service.
- Achieved monthly leadership for signed leases and renewals.
- Demonstrated in-depth knowledge of the facility to effectively promote to prospective residents.
- Conducted property tours, ran credit checks, and managed lease agreements.
- Facilitated maintenance repairs and organized on-site events to ensure resident satisfaction.
- Maintained accurate records of correspondence with and from tenants.
- Settled tenant conflicts using persuasive communication skills and expert knowledge of leasing agreements.
- Increased occupancy through dynamic marketing initiatives.
- Promoted property to businesses in local area through marketing collateral, phone calls and email messages.
- Promoted high level of customer service and assistance by greeting clients, responding to concerns, showing units and quickly resolving issues.
Education
High School Diploma -
Fayette County High School
05.2011
Extended Learning -
Santa Barbara City College
Skills
- Leadership Skills
- Communication Skills
- Financial Management
- Project Management
- Customer Service
- Legal and Regulatory Compliance
- Risk Management
- Problem-Solving
- Negotiation Skills
- Vendor Management
- Technology Proficiency
- Understanding of Luxury Market
- Community Building
- Conflict Resolution
- Attention to Detail
- Adaptability
- Ethical Conduct
- Networking
Accomplishments
- Rookie of the Year 2018
Certification
- Fair Housing Certificate
- Taking Charge of Your Career Workshop Certificate
- Community Association Manager Onboarding Program Certificate
- FirstLeader Program Certificate
- 2023 Service Milestone Certificate
Education and Training
other,other
Timeline
Community Director
UDR
08.2024 - Current
General Manager
Worth Ross Management
02.2024 - 08.2024
Junior General Manager
Firstservice Residential-The Plaza at Turtle Creek
08.2022 - 02.2024
Community Director
Property Management & Development
11.2019 - 05.2022
Leasing Consultant
The Towbes Group
09.2017 - 10.2019
Assistant Community Director
Affinity at Fort Collins
03.2017 - 07.2017
Leasing Consultant
Ag Spanos
11.2015 - 11.2016
Client Services Specialist
Ostroff Insurance Group
05.2014 - 04.2015
Leasing Manager
University Village Apts
05.2011 - 05.2014
High School Diploma -
Fayette County High School
Extended Learning -
Santa Barbara City College