Yardi
Nichole Robinson
Property Management, Customer service specialist, Hospitality Management
Laurel,MD
Summary
Well-qualified Manager with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, clients and team members to exceed company metrics. Ready to leverage training and experience to take on new professional challenges.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Assistant Property Manager
Bernstein Management Corp
Washington, DC
09.2022 - Current
- Help cultivate a high level of professionalism, customer service, attention to detail and pride of work in all staff
- Assist in the development of a high-quality on-site team through implementation of effective training and guidance
- Assist the Manager and Property Manager in addressing resident and vendor concerns
- Assist in implementation of all policies and procedures as authorized in the Company policy and procedures manuals
- Ensure compliance as necessary
- Assist with ensuring that all physical aspects of the property are fully functional, safe, and attractive
- Inspect apartments to ensure they are move-in ready two days prior to move in
- Perform pre- and post- move-out inspections
- Inspect all properties upon request by residents and management
- Schedule company-authorized contractors and vendors to prepare vacant apartments for move-in and monitor all work in progress
- Perform cost analysis and comparison when required
- Ensure vendors' performance is effective, efficient, and safe
- Encourage resident retention
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
- Resolved conflicts between tenants regarding noise, encroachments, and parking.
- Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local, and federal housing requirements.
- Established strong, professional relationships with residents by promoting team collaboration and delivering exemplary service.
Leasing Manager
MillCreek Residential
Columbia, MD
10.2019 - 08.2022
- Supporting leasing staff daily to ensure high response times.
- Following up with Leasing team to ensure all appointments have been confirmed with prospects.
- Motivating leasing team to exceed monthly goals and maintain high occupancy numbers, while keep delinquency numbers low.
- Completing quality inspections once completely turned by maintenance.
- Inspect move in packets or files and countersign lease agreements.
- Ensure all proper documents are included uploaded in Entrata
- Process NTV's, Execute move out files and send move out paperwork to current residents.
- Shop comps for pricing weekly while supporting my Community Manager for weekly LRO calls
- Responding to emails daily and attending all scheduled meetings promptly and well prepared
- Managing and closing renewals in an timely manner, while remaining creative in the renewal process
- Addressing our resident's concerns with patience and compassion while still providing excellent customer service
- Ensuring an amazing environment to live in
- Community outreach and executing extraordinary resident events.
Front Desk Supervisor
Avalon Bay Communities
, Washington
09.2018 - 10.2019
- Supervise Staff of 5, including but not limited to hiring, terminations, scheduling, training, Payroll and documentation.
- Complete interview and new hire processes
- Creating SOP's and implementing all policies and procedure.
- Managing Key control procedures
- Scheduling and managing multiple contractors while overseeing extensive projects.
- Managing our package systems.
- Locating missing packages
- Attending weekly managers meetings
- Managing NPS scores through Salesforce while exceeding company metrics for resident retention and delinquency.
Community Consultant
Avalon Bay Communities
Washington, DC
02.2016 - 09.2018
- Maintain, leads through sales force daily and maintaining high response times
- Use Sales force to confirm appointments as well as schedule tours and sale community to prospects during tours
- Leasing vacant apartments while striving to reach occupancy, leasing and individual goals
- Prepare apartments for move in by completing quality inspections once completely turned by maintenance
- Prepare move in packets, send move in emails handle all prospects correspondence
- Process notices to vacate, brake down files and send move out paperwork to current residents
- Shop comps for pricing weekly while supporting my community manager for weekly LRO calls
- Managing renewals and addressing resident's concerns regarding increases
- Scheduling and performing preliminary and final move out inspections
- Preparing IAR's
- Addressing resident's concerns with patience and compassion while still providing excellent customer service.
Night Audit
Cambria Suites D.C
Washington, DC
04.2015 - 08.2015
- Maintain, audit and balance two cash banks in the amount of $350.00
- Record and drop any overages or shortages
- Reconcile all checks, cash and cash paid out
- Scrub the Hotel Journal detail for any missing adjustments
- Scrub all house accounts and breakfast tickets comparing all balances if any variances locate the missing tickets
- Scrub all third-party reservations confirming all authorizations on guest's credit cards
- Close out the final batches (sending the money to the bank) recording any variances
- Run night audit, Prepare the night audit packet according to the guidelines provided, send daily night audit email.
Guest Service Agent
Hotel Monaco D.C, Kimpton hotels & Restaurants
Washington, DC
07.2013 - 05.2015
- Maintain guest satisfaction, study group resumes, complete guest reservations, answering multiline phones
- Respond to guest emails, confirm all request, receive and distribute all mail, complete billing, investigate all mis-postings as well as bank shortages/ overages for my team
- Executing speedy check-ins and speedy check-outs, providing directions and assisting in daily front desk operations
- Completing guest's orders, collecting luggage as well as maintaining all complementary stations
- Take and complete room service orders, Storing guest luggage, cleaning and maintaining all stations
- Providing inquiring guest with walking directions, Restaurant recommendations as well as things to do
- Selling Kimpton Karma Memberships to all transit guest, As well as selling and marketing Big bus tours (all commission based sales)
Reservationist
Radisson Hotel, Hampton Inn Hotels
Arlington, VA
01.2013 - 08.2013
- Book reservations, cancel reservations, modify reservations and prep reservations for arrival
- Creating group blocks, adding rooming list to group blocks, managing group payments, billing and routing, managing hotel emails and personal outlook email
- Attending weekly group resume meetings
- Organize BEO's, Group Resumes as well as completing and categorizing all credit card authorization forms.
Front Desk Agent
Radisson Hotel
Largo, MD
12.2011 - 02.2013
- Providing guest and customer services by intercepting and processing guest complaints and requests
- Completing guest registration while precisely explaining guest rates, payment options and accommodations
- Selling guest, the company's rewards program by describing potential membership benefits and rewards
- Answering multiline phones and transferring or processing guest requests throughout different departments
Education
Associate Degree - Hospitality Management
Prince George's Community College
Upper Marlboro, MD 08.2014 - 12.2016
One Year Certificate, Hospitality Management - Hospitality Administration And Management
Prince George's Community College
Upper Marlboro, MD 01.2011 - 05.2012
Skills
Microsoft Office Applications, Payroll and PMS systems
Conflict Resolution
Telephone and email etiquette
Contract Negotiation
Marketing and advertising
Record Keeping
Staff Management
Salesforce
Financial budgeting and reporting
Administrative support
Property management
Appointment Scheduling
Software
MRI X
Entrata
Sales Force
CRM
Kronos
ISolve
Nexus
Microsoft Office
Timeline
Assistant Property Manager
Bernstein Management Corp
09.2022 - Current
Leasing Manager
MillCreek Residential
10.2019 - 08.2022
Front Desk Supervisor
Avalon Bay Communities
09.2018 - 10.2019
Community Consultant
Avalon Bay Communities
02.2016 - 09.2018
Night Audit
Cambria Suites D.C
04.2015 - 08.2015
Associate Degree - Hospitality Management
Prince George's Community College
08.2014 - 12.2016
Guest Service Agent
Hotel Monaco D.C, Kimpton hotels & Restaurants
07.2013 - 05.2015
Reservationist
Radisson Hotel, Hampton Inn Hotels
01.2013 - 08.2013
Front Desk Agent
Radisson Hotel
12.2011 - 02.2013
One Year Certificate, Hospitality Management - Hospitality Administration And Management
Prince George's Community College
01.2011 - 05.2012