|Although this person's behavior clearly registers in the extreme range on the scale of outrageous antics, there are at least two compelling reasons why she is not going to change or be changed: the first is her personality, and the second is the support is receiving from the general manager.|
Management can go ahead and have "sit-down" sessions with her, but it is apparent that there is not much going on beyond the sitting. It is unfortunate that the general manager does not realize that although this employee successfully collects rent, this employee is also successfully collecting significant levels of dissatisfaction, distress, and resentment.
For this situation to work, management should either remove her support staff responsibilities and have her focus solely on the collection of rents, or give her some real job counseling. Either way, you should request a different support staff member, preferably someone who is working for reasons other than the alleviation of boredom.