SUSAN FLATTER
Phoenix,AZ
Summary
Dynamic property management professional with a proven track record at Equity Lifestyle Properties, excelling in vendor negotiation and tenant satisfaction. Recognized for achieving top sales in the Arizona region, I lead teams to enhance service quality and financial accountability, driving occupancy and community engagement initiatives.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Property Manager
Equity Lifestyle Properties
Phoenix, AZ
02.2014 - Current
- Oversee operations for 293 residential units, including RV, ensuring compliance with financial, operational, and regulatory standards.
- Managed daily property operations to foster tenant relations and satisfaction.
- Coordinated maintenance requests for timely resolution, ensuring service quality.
- Conducted regular inspections to ensure compliance with safety regulations.
- Developed and monitored property budgets to improve financial accountability.
- Trained and supervised staff on property management best practices to enhance team effectiveness.
- Achieved top sales in Arizona region through effective networking with vendors.
- Negotiated service contracts for golf course maintenance, landscaping, and pool services.
Front Office Manager
Kimpton Hotels
Phoenix, AZ
02.2012 - 01.2014
- Key member of the opening leadership team for a 270-room luxury hotel.
- Led operations for a newly opened hotel, achieving Starwood Best in Class for overall customer satisfaction.
- Oversaw front desk, bell, concierge, and in-room dining operations, ensuring seamless guest service.
- Recruited, hired, trained, and coached staff, enhancing service quality and guest satisfaction.
- Managed scheduling and payroll, adhering to labor budgets to optimize staffing efficiency.
- Earned Outstanding Quality Assurance Audit ratings.
Director of Operations
Aloft Hotels (Starwood)
Phoenix, AZ
05.2009 - 05.2012
- Led management team to successfully launch operations for new 143-room hotel, ensuring seamless integration of services.
- Oversaw accounting functions, payroll reporting, and financial controls to maintain fiscal integrity and compliance.
- Managed staffing across Front Desk, Food & Beverage, Transportation, and Support teams to optimize service delivery and guest experience.
- Handled escalated guest issues with a strong focus on service recovery.
Skills
- Leasing strategy and occupancy
- Tenant relations
- Fair housing education
- Vendor negotiation
- Partnership development
- Preventive maintenance practices
- Accounting management
- Project collaboration and accountability
- Team leadership and performance
- Sales growth initiatives
- Quality enhancement
- Customer feedback analysis
- Community engagement
- Tenant rights advocacy
Certification
ADOH salesperson license
References
References available upon request.
Timeline
Property Manager
Equity Lifestyle Properties
02.2014 - Current
Front Office Manager
Kimpton Hotels
02.2012 - 01.2014
Director of Operations
Aloft Hotels (Starwood)
05.2009 - 05.2012