Basics of property management

Basics of Property Management
By: Emily Goodman-
Shortall, CPM, ARM

Site Management
There’s never a dull moment in the life of a
residential manager. From hiring new employees,
balancing the budget, overseeing construction
projects or keeping the apartments leased, every day
brings a new challenge and problems to solve.
3

Site Management
• Knowledge of property-specific considerations
and key site management themes will position the
site manager for success.
• Managers must understand site management
considerations for a variety of residential property
types as well as key site management themes that
apply to all competency areas.
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Site Management
• Site managers are critical to the success of the
property.
• The variety of activities and broad range of skills used
on a daily basis make site management a challenging
and rewarding career.
• Site managers are responsible for daily property
operations, hiring and coaching employees, managing
budgets, dealing with unexpected maintenance issues,
screening residents, and collecting rent.
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Human Resources &
Relationship Management
Managing Those Responsible
for the Property’s Success
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Building a Successful Team
Building a successful team requires understanding and
integration of fundamental human resources mechanisms.
Successful team management requires a comprehensive
understanding of a variety of management styles and
recognition of intergenerational differences that impact the
workplace.
Key components include developing job descriptions,
recruiting, conducting performance appraisals, employee
retention and handling of disciplinary actions.
Likewise, successful management relies on implementation
of communication techniques and utilization of well-
recognized conflict management strategies.
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Management Styles
• An effective manager is one that understands
employee needs and creates a motivational
environment to encourage employees to do their
best work.
• Managers must understand the different styles
needed to coach, motivate, and reward team
members.
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Management Styles
• In his book, The Human Side of Enterprise,
Douglas McGregor examines the behavior of
individuals at work.
• McGregor formulated two management styles:
Theory X and Theory Y.
• A number of other management theories are also
in circulation, including Management by
Objectives, and Six Sigma.
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Theory X
Theory X (autocratic) environments have the
following characteristics:
• Managers assume employees dislike work and
prefer to be directed.
• Management has great responsibility but lower-
level team members have virtually none.
• Decisions are imposed upon direct reports.
• Little communication or teamwork takes place.
10

Theory X
• Assumptions made by autocratic managers can be
incorrect--employees need more than financial
rewards, they also needs deeper motivation and
the opportunity for fulfillment and satisfaction on
the job.
• Theory X managers do not give their team this
opportunity, so employees behave in the manner
expected of them.
11

Theory Y
• Theory Y (participatory) managers assume that
employees are trustworthy and can be self-
directed.
• Managers motivate their team with rewards and
involvement in decision making.
• Managers believe that the average employee seeks
and accepts responsibility.
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Theory Y
Participatory environments have the following
characteristics:
• The creativity of all team members is used to solve
work problems.
• Team members feel responsible for achieving
organizational goals.
• Communication and teamwork are common.
13

Theory Z
Theory Z combines American and Japanese
management styles.
• Japanese workers believe in lifetime employment with
one company; they believe employees should not be
promoted until they have 10 years with the company.
• In Japan, employees are taught everything about the
company and know every aspect of the business.
• Japanese managers work side by side with their
employees, and all decisions are made collectively.
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Theory Z
• American employees tend to specialize in one area,
and do not learn all facets of the organizational
operations.
• The American approach is individualistic and
promotes instant evaluation and promotion.
• The American philosophy is “everyone for
themselves”.
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Theory Z
• Theory Z combines aspects from American and
Japanese styles to create an environment where
employees are committed to the organization, yet
maintain individual responsibilities.
• Theory Z management encourages employees to
expand their skills through job rotation so they are
familiar with other aspects of the organization.
• Promotion is much slower under Theory Z
management .
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Theory Z
American Style Japanese Style Theory Z (Combination)
Short-term employment Lifetime Employment Long-term employment
Individual decision
making
Collective decision
making
Collective decision
making
Individual responsibility Collective responsibility Individual responsibility
Rapid evaluation &
promotion
Slow evaluation &
promotion
Slow evaluation &
employment
Specialized career path Generalists through job
rotation
Moderately specialized
career paths
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Management by Objective
• Peter Drucker introduced the concept of Management
by Objectives in his book, The Practice of
Management.
• The concept relies on employees having strong input
when identifying their objectives and timelines.
• Employee performance is compared against objectives
and timelines.
• The concept involves ongoing tracking and feedback
throughout the process of reaching objectives.
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Management by Objective
Characteristics of the concept:
• Specific objectives for each employee
• Participative decision making
• Explicit timelines
• Performance evaluation and feedback
19

Total Quality Management
• Total Quality Management is another recognized
management style.
• The style is based on producing quality products
and services as defined by the customer.
• Dr. W. Edwards Deming introduced this concept
in the 1940s, but it gained little support from
American business people.
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• However, when Deming introduced his theory in
Japan, it was quickly adopted by many
manufacturing companies.
• In the decades to follow, American companies
focused on producing large quantities of products,
while Japanese companies focused on producing
high quality products.
• Today, many American companies have adopted the
style.
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Characteristics of Total Quality Management:
• Quality-centered
• Customer-focused
• Fact-based
• Team-driven
• Senior-management-led
• Goal of continuous process improvement
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Six Sigma
• Six Sigma is based on the work of Joseph Juran, a
Japanese pioneer of quality management.
• The approach helps companies focus on developing
and delivering near-perfect products and services.
• General Electric has used this approach and claims
$700 million in benefits due to increased
productivity and decreased waste.
• The concept focuses on getting as close to “zero
defects” as possible by systematically determining
how to eliminate failures.
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Six Sigma
• Sigma is a Greek letter used for a statistical term
that measures how close a given process is to
perfection.
• The higher the sigma number, the closer to
perfection.
• One sigma is poor; six sigma means only 3.4
defects per million, or 99.99% accuracy.
• A defect can mean anything from a faulty part to
an error on a customer’s bill.
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Six Sigma
Steps to achieve Six Sigma:
1. Define a process where results are subpar.
2. Measure the process to determine current
performance.
3. Analyze this information to pinpoint where
things are going wrong.
4. Improve the process and eliminate the error.
5. Set up controls to prevent future errors.
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Intergenerational Dynamics
• Each generation has its own set of priorities and
divergent views about life and work.
• Each generation has different work styles and
communication approaches, which can result in an
increased potential for conflict and
misunderstanding in the workplace.
• Managers should understand where their team is
coming from in order to assess their skills and
provide relevant training for success, growth, and
retention.
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The current U.S. workforce belongs to four distinct
generations:
• Traditionalists (born 1925-1945)
• Baby Boomers (born 1946-1964)
• Generation X (born 1965-1982)
• Generation Y or Millennials (born after 1982)
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Dimension Traditionalist Baby Boomer Generation X Generation Y
Work Style By-the-book. "How"
is as important as
"What" gets done.
"Get it done"
Whatever it takes,
including overtime.
Takes the fastest
route to get results.
Protocol is
secondary.
Works to deadlines
and goals, not
necessarily to
schedules.
Authority/Leadership Command and
control. Rarely
questions authority.
Respect for power
and authority.
Egalitarian. Rules are
flexible. Team work
is vital.
Values freedom. Less
inclined to pursue
leadership positions.
Communication Formal, yet personal.
Through proper
channels.
Quite formal
through structured
network. Mix of
electronic and face-
to-face.
Casual, direct and
electronic.
Sometimes skeptical.
Fast, casual, direct
and high-tech. Eager
to please.
The following table identifies key workplace dimensions,
and each generation’s perspective:
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Dimension Traditionalist Baby Boomer Generation X Generation Y
Recognition and
Reward
Personal
acknowledgement
and satisfaction for
work done well.
Public
acknowledgement
and career
advancement.
A balance of fair
compensation and
ample time off.
Individual and
public praise.
Opportunities to
broaden skills.
Work/Family Work and family
should be kept
separate.
Work comes first. Value a work/life
balance.
Values blending
personal life into
work.
Loyalty To the organization. To the importance
and meaning of
work. To the
function or
profession.
To individual career
goals.
To the people
involved with the
project.
Technology Complex and
challenging. "If it
ain't broke, don't fix
it".
Necessary for
progress and
achievement
Practical tools for
getting things done.
What else is there?
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Employee Motivation
Discovering what motivates individual workers is
important and is something a manager can learn by
simply asking:
“Tell me about a time when you performed
well on the job. What motivated you to do
so?”
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Employee Motivation
Employee motivation can be accomplished by observing team
members’ performance to determine their motivating factors.
• Does the employee perform well when a bonus is awarded
for achieving a certain goal?
• Does the employee perform well when rewarded with
formal recognition?
Effective managers use a variety of motivation and rewards
to encourage employees to perform to their fullest potential.
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Employee Motivation
• According to Abraham Maslow, people work to
satisfy a series of needs.
• Employee motivation can be accomplished by
stimulating their dedication to an organization and
interest in their work.
32

Maslow’s Hierarchy of Needs
Maslow described needs as a hierarchy that
resembles a pyramid.
• Employees start out satisfying the needs at the
bottom of the pyramid.
• Once an employee’s needs are met at that stage,
they begin to think about satisfying needs at the
next stage.
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Esteem
Belonging
Safety
Basic
Maslow’s Hierarchy of Needs
Self-
Fulfillment
34

Goal Setting
Goal-setting theories assert that people with specific,
challenging goals (often called “stretch” goals) perform better
than those with vague objectives.
• Goal setting motivates employees to perform by instilling
purpose, challenge and meaning to tedious tasks.
• Psychological outcomes of stretch goals include enhanced
interest, pride in performance and a heightened sense of
effectiveness.
• Goal setting has shown many benefits, including improved
employee attendance.
35

Rewarding Employees
Managers can tailor rewards based on the stage at which each
employee functions:
• Time off might address basic physiological needs, while
increased health benefits might be a reward for someone at
the Safety/Security stage.
• Being included in meetings and decision making might
motivate an employee who values belonging and social needs.
• Ego-driven employees can be rewarded with an “employee of
the month” award or some other form of formal recognition.
• Those seeking self-actualization will feel rewarded with
fulfilling and challenging work.
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Rewarding Employees
Be sure to follow federal wage and hour laws regarding change in schedule
policies.
Key Point Examples
The employer/employee can
change a work schedule anytime
- Employee wants to leave early on Wednesday and work
longer on Thursday (this is a change in schedule.)
- For hourly employees, this must take place within the work
week, not pay period to avoid paying overtime
- For an exempt employee (salary), this is simply a change to
the time he or she is in the office.
The employer has the right to
change a schedule to prevent
overtime pay
- Employee works 10 hours one day because of snow removal
and employer wants them to work 6 hours the next day so
there will not be overtime.
- In most jurisdictions, this is legal.
- However, it may not be the best employee/morale decision.
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Praise
• Praise is a cost-free, effective way for managers to
motivate and reward their team.
• Praise can come in a number of forms, from an e-mail
complimenting the employee to verbal recognition in
front of the employee’s peers, such as at a team
meeting.
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Guidelines for Praise
Managers should follow a few guidelines when praising
their team:
• Be specific.
• Link the performance to the accomplishment of
overall goals.
• Express confidence that the employee can
duplicate the behavior.
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Self Management
Effective management of others begins with self-
management.
Self management can:
• Increase or decrease motivation for team members.
• Increase or decrease clarity for team members.
• Build cultures that are highly collaborative and
capable of solving problems quickly.
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Self Management Skills
Skill Action
Time
Management
− Use “to do” lists. Think about what you need to accomplish.
− Prioritize. Make sure the important things get done first.
− Avoid distraction from other tasks.
− Plan to run several errands at once rather than coming and going.
Record Keeping − Document as much as you can to ensure that there is no confusion
about the actions you’ve taken.
− Use apps and software that allow you to capture information as
quickly and easily as possible.
Improve Yourself − Participate in professional development activities to learn skills
− Read books and articles about the industry or management in general.
− Identify areas of weakness and work to improve them.
Take a Break − Schedule a period each day when you don’t take calls or answer email.
− Find time to do the things you enjoy. Too much work leads to stress
and ill-health.
− Take your vacation time.
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Planning & Recruiting
• Managers must understand all components of
human resource activity.
• Managers must be able to develop job analysis,
perform recruiting and conduct performance
appraisals.
• Required knowledge, skills, and abilities identified
in a job analysis will enable a manager to create
accurate job descriptions and be successful in
their recruiting efforts.
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Job Analysis
A job analysis is a compilation of information about a
position to identify responsibilities. A job analysis will
clearly define the knowledge, skills, and abilities a
candidate will need to perform the job.
• Knowledge: Information necessary to perform a job
• Skills: Level of competency or proficiency
• Abilities: Necessary traits or capabilities
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Job Analysis
The job analysis forms the basis of all subsequent
human resource activity. It is used in many capacities
throughout the employee life cycle, including:
• Recruitment
• Selection
• Compensation
• Performance appraisal
• Training and career development
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Job Analysis: Legal Issues
• When developing a job analysis, all processes and
findings should be documented.
• Documentation helps companies defend their actions
against alleged unfairness or discrimination.
• Job analysis can also prove the job-relatedness of
criteria used in the hiring process or in performance
appraisals.
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Sample Job Analysis Formats
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Job Descriptions
• Job descriptions summarize information collected in
the job analysis.
• Job descriptions define the position’s areas of
responsibility, required knowledge, skills, abilities,
and outlines reporting structure.
• Written job descriptions provide employees with
clear guidelines and provides potential employees
with comprehensive information about the job for
which they are applying.
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Job Descriptions
A job description typically consists of:
• Title, location, wage category
• Job summary
• Job duties and responsibilities
• Job requirements (knowledge, skills, and abilities)
• Minimum qualifications, including education,
experience, licenses, and professional affiliations
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Job Descriptions
• Job titles and information must never refer to a
specific gender (e.g. salesman).
• Job titles should be carefully considered. Titles
have a strong impact on candidate and employee
perception.
• Job descriptions should include some degree of
flexibility. This can be accomplished by including
“other duties as assigned” in the list of
responsibilities.
49

Job Descriptions: Legal Issues
• Federal law requires that job descriptions
document only essential aspects of the job.
• Including non-essential aspects of the job could
inadvertently discriminate against qualified
women, minorities, and persons with disabilities
for not meeting specified job requirements.
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Recruiting
Recruiting is the process of attracting and identifying
qualified job candidates. Attracting unqualified
applicants can be costly. Always ensure the job
description used for recruiting should be current and
accurate.
Candidates can be recruited from two sources:
• Within the organization
• External candidates from the general labor pool
51

Internal Recruiting
• Recruiting from within the organization fills open jobs
through internal promotions and transfers.
• Internal recruitment is cost-effective because it
capitalizes on the investment in current employees.
• Internal recruiting rewards the good work of current
employees and may improve morale.
• Managers should consider that internal recruitment
may create competition for the position within the
company.
52

Internal Recruiting
Recruiting from within the organization can be
accomplished through use of:
• Job Postings
• Employee Referrals
53

External Recruiting
• External recruiting involves advertising the job to the
general labor market.
• External recruiting can bring new ideas and talent to
the organization and can help meet diversity goals.
• Managers should consider that external recruitment
can result in higher recruitment costs, a longer
orientation time, and potential morale problems for
internal candidates.
54

External Recruiting
Recruiting from outside of the organization can be
accomplished through use of:
• Internet (such as Monster.com)
• Advertising in newspapers and trade journals
• Career Fairs
• Campus Recruiting
• Professional Associations
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Recruiting: Legal Issues
• Understanding and abiding by employment laws
minimizes potential liability.
• Effective employee orientation presents company
policies and successfully integrates the employee
into the organization.
• Managers must identify legal issues that impact
the employee life cycle, from hiring to employee
orientation.
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Recruiting: Legal Issues
• Congress has passed a multitude of legislation in
an attempt to end workplace discrimination and
uphold employee rights.
• Complying with these laws ensures the property
is acting ethically and minimizes liability.
• In addition to federal legislation, managers should
be familiar with state and local laws as they relate
to workplace practices.
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Key Hiring Laws to Consider
• National Labor Relations Act
• Title VII (Civil Rights Act)
• Age Discrimination in Employment
Act
• Occupational Safety & Health Act
• Fair Credit Reporting Act, Fair &
Accurate Credit Transactions Act
• Vietnam-Era Veterans
Readjustment Act
• Pregnancy Discrimination Act
• Fair Labor Standards Act
• Immigration Reform and Control
Act
• Americans with Disabilities Act
• Family and Medical Leave Act
• National Defense Authorization Act
for FY2008
• Personal Responsibility and Work
Opportunity Reconciliation Act
• Health Insurance Portability and
Accountability Act
58

Candidate Selection
Once recruiting efforts have identified a pool of
candidates, the hiring process begins. Hiring the right
candidate impacts the organization in several ways:
• Hiring people who are above-average performers can
have a sizeable economic impact, especially if the
organization hires many workers.
• However, selecting the wrong person for the job can
decrease performance outcomes, cause problems
among team members, and lead to negative economic
ramifications.
59

Hiring: Application Forms
• Job applications may be used during the hiring process as
pre-screening tools to determine if candidates meet the
minimum selection criteria for the job.
• Application questions should be job-related.
• The application should only request information that is
critical to job success.
• The company’s legal department or outside counsel
should review the questions on the application forms.
60

Hiring: Legal Issues
• Recent guidelines have been published for employers
regarding the use of arrest or conviction records in
employment decisions under the Civil Rights Act of
1964 (Title VII)
• Employers can be liable on charges of racial
discrimination if they are not careful about how they
use an applicant’s criminal records.
61

Candidate Selection
• Identify the most critical factors for success.
• Compare the information on the applications against
these criteria to develop a potential candidate pool.
• Be aware of red flags when reviewing applications
and resumes, such as:
– Insufficient education or experience to fulfill job
requirements
– Unexplained gaps in employment history
– Frequent job changes
62

Interviews
Follow these guidelines when conducting interviews:
• Choose a quiet, private space for the interview.
• Hold all telephone calls and interruptions.
• Offer refreshments to ease tension.
• Position candidates to avoid an imbalance of power.
• Explain what the interview process will entail.
• Thank the candidate and explain next steps.
63

Interviews
Interview questions will fall into three categories:
• Behavioral
• Job knowledge
• Worker requirements
Avoid closed or “yes or no” questions
64

Assessments
Pre-employment assessments may include:
• Skill tests
• Work sample tests
• Personality tests
• Work ethic surveys
65

References & Background Checks
Employers may conduct several types of applicant checks.
Practices should include the following:
• Establish and document a background check policy.
• Only conduct background checks necessary for the
position.
• Positions requiring access to tenant units may warrant
criminal background checks.
• Document all steps taken and the results.
• Inform applicants in writing of the background checks
that will be performed and get the applicant’s
permission in writing.
66

Employment Offers
• An employment offer finalizes the hiring decision
and should immediately follow the decision to hire
an applicant.
• All signatures and authorizations should be in place
prior to making an offer.
• Employment offers may be presented in a letter,
though the employer should word it carefully.
67

Employment Offers
Follow these guidelines when using employment letters:
Do Don’t
Use a letter that has been cleared with
legal counsel
Back down on an promises made
Clearly state the terms of the offer Set an excessively short acceptance time
Clarify contingencies and acceptance
details
Lose touch with the candidate once the
offer is accepted
Use the transition period to help new
employees feel welcome
Quote salary in terms of annual figures
68

Employee Orientation
• Orientation informs new employees about what is
expected of them on the job.
• Employers must realize that orientation is more
than just a nice gesture by the organization.
• Orientation is an important element of the
recruitment and retention process.
69

Employee Orientation
Key benefits of orientation:
• Reduces start-up costs
• Reduces anxiety
• Reduces employee turnover
• Offers time saving for supervisors
• Develops realistic job expectations and
satisfaction
70

Communication
• Effective communication by managers is essential.
• Property management requires communication
with employees, contractors, property owners,
residents, vendors, government authorities, and
others.
• Managers must recognize the potential for error in
communications and take actions to counter
tendencies that could cause loss of meaning in
conversations.
71

Communication
Potential barriers to effective communication:
• Poor choice of words
• Misreading body language
• Only hearing what you want to hear
• Cultural differences (e.g., language, ethnicities)
• Making assumptions
• Lack of active listening
72

Conflict Resolution
• Conflict situations offer opportunities to choose
appropriate responses and to take responsibility for
actions.
• Different conflict resolution styles are appropriate
for different situations.
• With knowledge of conflict resolution styles,
managers can expand their repertoire of
techniques to tailor responses for the best outcome.
73

Conflict Resolution
Conflict resolution styles include:
• Adversarial
• Avoiding
• Compromising
• Accommodating
• Collaborative
74

Adversarial Collaborative
Avoiding Accommodating
Compromising
Cooperativeness
Assertiveness
75

Performance Evaluations
• The performance management process involves
identifying goals, setting performance standards,
measuring results and providing feedback via
performance evaluations.
• Supervisors can get an accurate idea of how the
employee is progressing by comparing goals
defined in the job description with the level of
achievement.
76

Performance Evaluations: Legal
Issues
• Performance documentation is one of the most
important items to keep in an employee’s
personnel file.
• Up-to-date information will help supervisors
justify comments in the performance appraisal.
• Documentation of performance can support the
reasoning behind disciplining, terminating, or
failing to promote an employee.
77

Performance Evaluations: Legal
Issues
Performance appraisals should meet legal requirements
that include:
• Absence of evidence to support discrimination
• Evidence that proves validity of the appraisal
• Formal evaluation criteria
• Personal interaction with the rated employee
• Demonstration of equitable treatment of all
employees
78

Performance Coaching
• Performance coaching is an ongoing process used
to monitor performance.
• Performance coaching rewards outstanding work
while communicating any need for adjustments.
• Managers who are good at coaching do it in such
a way that employees may not even know they
had a coaching session.
79

Disciplinary Actions
While most employees will perform at or above
standards, some will not.
Potential reasons for disciplinary actions include:
• Poor performance
• Poor attendance
• Insubordination
• Alcohol or drug abuse
80

Progressive Discipline
• Progressive discipline is a common method of
dealing with personnel issues.
• Progressive discipline utilizes a series of
interventions and gives employees the
opportunity to correct their behavior before being
dismissed.
• Each warning step is more severe than the last,
and failure to correct behavior results in
justifiably discharging the employee.
81

Progressive Discipline
Final
Warning
Written
Warning
Verbal
Warning
82
Termination

Employee Retention Strategies
Retention strategies may include:
• Bonuses for employment anniversaries
• Extra vacation based on employment length
• Rewards programs
• Recognition letters or plaques
• Gift cards at conclusion of first 90-days
• Team member engagement surveys
• Job-related professional development
83

Finance
Accounting and Budgeting Skills
84

Finance
Finance concepts include accounting and budgeting
functions that are necessary to meet the owner’s
goals while providing a foundation for day-to-day
operating decisions.
85

Accounting
Oversight and execution of accurate and efficient
accounting procedures ensures the financial health
of the property.
Property managers must be able to identify and
understand accounting concepts as needed to meet
the owner’s objectives for the property’s
performance and to provide a foundation for
making day to day operating decisions.
86

Real Estate Investors
Real estate investors purchase income-producing
property for two primary reasons:
1. Speculation: A short-term holding period that is
high risk and potentially high reward.
2. Investment: A longer-term holding period with
lower risk.
87

Real Estate Managers
• The central role of a real estate manager is to
maintain or increase the value of the asset for the
owner.
• To accomplish this goal, real estate managers
generate and use financial information as part of
their daily job responsibilities.
88

Real Estate Managers
Roles and responsibilities:
• Collect rents and verify receipt of goods and
services.
• Use information about leases and expenses in
preparing annual operating budgets.
• Assemble information and maintain records on
trends in marketing and leasing, delinquency
rates, resident turnover, and competing
properties.
89

Accounting
Real estate managers should be aware of the three
basic ways that income and expenses are recorded
in accounting.
The differences center on when income and
expenses are declared:
• Cash basis
• Full accrual basis
• Modified accrual
90

Chart of Accounts
• A classification of account items by type of income or
expense as well as by accounts receivable and
accounts payable and by assets and liabilities.
• Properties with different amenities may track income
or expenses for that amenity, making the chart of
accounts vary slightly by property.
• The property management firm typically designs a
standard chart of accounts based on Generally
Accepted Accounting Principles.
91

Expenses
• Expenses involve many different functions,
therefore separate line items are set up under
various classifications.
• For example, landscape services appear under the
larger category called “Operating & Maintenance,”
while “Management Fee” shows up under the
category named “Administrative.”
92

Accounts Receivable and
Accounts Payable
• In addition to classifying and arranging account
items, the chart of accounts classifies and
arranges items according to accounts receivable
and accounts payable.
• Accounts payable and accounts receivable are
short-term debt that is expected to be settled
during the current accounting period.
93

Assets & Liabilities
By analyzing the stability of the rental income
stream, the value of a property can be understood.
A real estate manager often needs to review a
property’s assets and liabilities. Assets and liabilities
are a basic division in accounting.
• Assets: Economic resource that produces benefits.
• Liabilities: Debts or obligations.
94

Purchasing
Purchasing is a way to monitor expenses for
supplies, services, and materials.
Various forms may be used to ensure the control of
purchases made and money going out to pay for
those purchases. These forms include:
• Purchase orders
• Statements
• Invoices
95

Purchasing
Managers may opt to use accounting software to manage
income and expenses. Software functions can include:
• Tracking cash and accrual transactions
• Maintaining charts of accounts
• Automating entries
• Forecasting and tracking budgets
• Tracking purchase orders
• Generating invoices
While accounting software provides automation, it cannot
provide the discernment and critical thinking required from
managers.
96

Budgeting
Budgets are itemized projections of income and expenses.
Managers use budgets to plan and control a property’s
operations.
• Budgets cover a defined time period (not always a year)
• Budgets estimate income and expenses
• Budgets are forecasting tools and financial measures that
allows the manager to report on performance
• Budgets are the basis for setting goals, planning to
accomplish the goals, and assessing how well goals have
been achieved
97

Budgeting
• Budgets act as a road map to achieving goals and
objectives for the property.
• Managers must have the skills to prepare budgets,
develop forecasting, and conduct analysis of variances
to meet the owner’s objectives.
• Managers use budgets as a main source of information
for making decisions about profitability.
• Budgets give a picture of a property’s financial activity.
• Specialized budgets are used for decision making about
financial areas and risks.
98

Forecasting
Forecasting is an essential step in budget development.
Forecasting involves thinking about how costs arise
and classifying them accordingly.
• Fixed costs: Stable expenses that are fixed amounts
that don’t change with occupancy. Insurance and
real estate taxes can be considered fixed costs.
• Variable costs: These expenses fluctuate based usage.
Electricity and water are typical variable costs.
99

Cash Flow
• Cash flow is defined as the amount of spendable
income from real estate investments.
• Cash flow is the amount of money available after
all expenses and debts have been paid.
• Cash flow is an indicator of overall financial
health of a property.
• By achieving maximum cash flow for the owner,
real estate managers benefit through rewards and
recognition.
100

Financial Reports
• Financial reports capture information about
income, expenditures, assets, and liabilities of a
property.
• Financial reports portray past events in an format
that communicates information readily to persons
inside and outside the organization.
• Accurate information is the foundation of
decision making, and reports to the owner should
be comprehensive and accurate.
101

Financial Reports
Monthly financial reports:
• Income statements
• Collection reports
• Vacancy reports
• Delinquency reports
• Cash flow statements
• Variance reports
Annual financial reports:
• Cash flow statements
• Year-end income
• Balance sheet
• Check register
• Payables report
102

Capitalization
Property managers must be able to apply
capitalization techniques to project the market
value of a property. Income capitalization:
• Is the market valuation of a property based upon
a one-year projection of income.
• Estimates the value of a property by applying a
proper investment rate of return to the annual net
operating income expected to be produced by the
property.
103

Capitalization Rates
Capitalization rates vary. Demand for types, quality
and future potential of properties influence the
capitalization rate.
• For example, a residential property with a strong
operating history and an excellent future
potential may sell at a 7% capitalization rate,
while a small multi-family building may sell at a
9.5% capitalization rate.
• Average capitalization rates for property types are
sometimes listed in newspapers.
104

Capital
Capital is defined as money or property available for
investment. Types of capital include:
• Capital assets
• Equity
• Liquidity
• Working capital
• Capital expenditures
• Capital reserves
105

Maintenance &
Risk Management
Protecting Residents, Guests, and
Owner Assets
106

Maintenance & Risk
Management
• Maintenance and risk management plans
increase efficiency, control costs, extends the life
of equipment, ensures the safety of residents and
staff, and increases resident and staff satisfaction
levels.
• Property managers must understand the
importance of developing a sound maintenance
and risk management plan, as well as the factors
to consider when developing the plan.
107

Maintenance
Maintenance is the process by which a property is
preserved in its existing state and kept from
physical deterioration.
Important distinctions exists between maintenance
and repairs:
• Maintenance: Keeping in an existing state
• Repairs: Fixing something that is broken
108

Maintenance
Maintenance practices help extend the useful life of
building components. Maintenance practices
include:
• Proactive maintenance: Planned to maximize labor
and acquire the best price available.
• Reactive maintenance: Unplanned and is in
reaction to a problem or emergency. Often results
in wasted time, energy, and materials.
109

Risk Management
Managing risks associated with real estate
management starts with maintaining property in
good condition:
• Risk Management: The process of controlling or
reducing risk to acceptable levels. Protects owner
assets, property’s residents, and the management
company.
110

Risk Management
• Managers play a critical role and their daily
decisions affect risk management.
• Managers must evaluate situations and anticipate
consequences by understanding risks and
managing them appropriately.
• For example, a maintenance issue such as
buckling carpet in a clubhouse could result in a
major lawsuit if a person trips, falls, and breaks
sustains an injury.
111

Maintenance & Risk
Management Planning
• Proactive maintenance is the creation of a
maintenance and risk management plan.
• Maintenance and risk management planning will
preserve, protect, and enhance the property.
• Maintenance plans consist of detailed descriptions of
specific tasks to be performed on a reasonable
schedule.
112

Maintenance & Risk
Management Planning
Plans should set clear, reasonable, measurable goals, such as:
• Maximizing rents and occupancy
• Establishing preventive maintenance programs
• Responding to service requests in a timely manner
• Reducing return calls for the same maintenance problem
• Reducing the number of emergency repair calls
• Maintaining established standards for health and safety
• Identifying specific maintenance projects
• Reducing liability and insurance risks
113

Benefits of Maintenance & Risk
Management
114
Fewer
vacancies, less
turnover, lower
costs
Attractive
property, units
in good
condition
High closing
ratios, greater
operating
funds
More
responsive to
residents’ needs
Satisfied
residents,
higher renewal

Maintenance & Risk Management
Planning: Legal Issues
• Maintenance and risk management plans must
comply with applicable laws and regulations.
• Renovation program plans should include a check
with local authorities.
• Some jurisdictions require an upgrade to code when
renovations are undertaken, adding substantial cost.
• Some jurisdictions require that a percentage of the
total project cost be spent on code compliance
issues.
115

Service Requests
• Maintenance and risk management planning must
include a system for fielding and responding to
requests.
• Service request actions should be well documented.
• Requests should result in the preparation of a service
request form.
• Service request forms should detail what is to be done,
when it should be completed, and who will do the work.
• Service request forms become the record of
maintenance.
116

Property Inspections
• Regular inspections ensure a well-kept building
and eliminates reactive maintenance.
• Identifying, controlling, and reducing risks
protects the owner’s asset, tenants and guests, as
well as the management company.
• Property managers must inspect the property on a
regular basis to ensure proactive maintenance
and identify risks to be managed.
117

Property Inspections
• Inspections are the best way to identify risks at a
property.
• Regular inspections allow managers to anticipate
problems, address them promptly, and reduce
maintenance work and related expenditures.
• Managers must determine the basic purpose for
making the inspections in order to know what to
inspect, what to look for, and how to evaluate the
findings.
118

When to Inspect the Property
• When taking over a new property/account
• When property ownership changes
• To analyze condition of the premises
• To determine operational compliance
• To assess adherence with local, state, and federal laws
• To evaluate the property’s liability risk
119

Checklists
Inspection Checklist: Ensures that the premises are
inspected properly. This tool will be used to
document findings and will facilitate the scheduling
of needed work.
Risk Evaluation Checklist: Inspections for risks at a
property often use risk evaluation checklists. This
checklist can be obtained from an insurance
company or an independent risk consultant (or can
be created internally).
120

Other Inspection Tools
• Mobile applications can make reporting easier by
saving documents in an electronic format.
• Most inspection mobile apps have simple, easy-
to-use interfaces with customizable fields.
• Using a cell phone, tablet or 2-way radio during
inspections allows managers to quickly call for
help if there is an injury or unsafe conditions.
121

Inspection Results
Inspection results can be used to:
• Update maintenance and risk management plans
• Plan and prioritize maintenance
• Determine annual plans and budgets
• Monitor and report property conditions
• Identify current and future maintenance
liabilities
• Evaluate staff and contractor performance
• Identify and track specific goals
122

Managing Identified Risks
• Once risks have been identified through
inspection, managers must evaluate and decide
how to manage them.
• Risk management can use several approaches,
each with advantages and disadvantages.
• Select the best approach to a particular risk by
comparing costs and benefits of retaining the risk
versus the costs and benefits of changing the
condition.
123

Types of Risks
Risks can take several forms, though types of risks
often overlap. The category of risk is not as
important as the action taken to reduce liability.
Types of risk include:
• Safety risks
• Liability risks
• Emergency risks
• Security risks
124

Insurance
• Insurance transfers risks from individuals to a
group whose pooled funds (premiums) make the
group better able to pay for losses experienced by
members.
• Insured entities pay premiums to an insurance
company. In return, the insurance company
reimburses policyholders in the event of a loss.
• While insurance does not prevent losses, it does
offer financial protection against their
consequences.
125

Incident Management
• Even when precautionary measures are taken,
incidents may occur.
• Site management staff should report all incidents
to their authorized representative immediately.
• Incident reports should be as thorough as possible
and must identify who, what, when, and where.
126

Reporting Incidents
When reporting an incident to an insurer:
• Complete an Incident Report: An internal report
should be completed and kept on file at the
property.
• Report to the Insurance Company: A report should
be sent to the insurance company in case of a
future lawsuit.
• File a Claim: A claim may be submitted to the
insurance company to report a loss and file a claim
for money.
127

Reporting Incidents
Keep in mind:
• Failure to report incidents may shift liability to the
owner or the management company.
• An injured party may claim injury or seek
monetary damages long after the actual event.
• If a manager has knowledge of an incident but
fails to report it to the insurance company
promptly, the duties and obligations of the
policyholder may have been breached.
128

Emergency & Disaster Planning
• It is good practice to establish an emergency
response team.
• Emergency response teams carry out emergency
plans and take action to assist occupants, lead them
to safety, and help secure the property.
• The size of the emergency response team will
depend on the size and staffing of the property.
• Emergency procedures for a residential property
must take into account the resident profile.
129

Inventory & Suppliers
• Managers provide value for properties by
controlling ordering, purchasing and
inventorying of supplies and equipment.
• Managers must be able to implement a process
for purchasing supplies and equipment.
• Managers must be able to implement an effective
system of receiving and inventorying items to
control costs.
130

Purchasing Decisions
• Managers should have a firm understanding of
ordering and inventory processes, even if it is not
a part of their job.
• Material quantities can have a significant impact
on a property’s operating expenses.
• Managers typically assess purchasing decisions
during the annual budgeting process.
131

Inventory Control
• Inventory control systems are cost-controlling
systems that real estate managers should
implement as part of the purchasing program.
• Inventory control systems may be comprised of a
simple checklist or an elaborate computer
database program.
132

Working with Contractors
• Managers must understand when to use contractors.
• Managers must review the advantages and
disadvantages of using contractors when
determining what is best for the property.
• Managers should know how to develop an effective
bidding process.
• Selecting and overseeing the work of contractors
helps to control costs and ensures the work is
performed to specifications.
133

Working with Contractors
• Once job requirements are defined, the real estate
manager should support a decision to hire a
contractor with a cost benefit analysis.
• Cost benefit analysis weighs costs associated with
hiring a contractor against the benefit of having
the contractor perform the work.
• Cost benefit analysis is a technique used to
determine the feasibility of a project or plan by
quantifying its costs and benefits.
134

Advantages of Using Contractors
• Site staff may already have full workloads
• Contractors have specialized workers
• Contractors have insurance specific to their work
• The job may require licensing held by the
contractor
• Contractors deals with the details of payroll, union
negotiations, and training
• Contractors schedule and monitor the work
• Contractors often purchase parts or supplies at
lower prices
135

Disadvantages of Using
Contractors
• Contractors often charge high hourly rates
• It can be difficult to ensure that contracted jobs are
done right the first time
• Contractor scheduling may not be optimal
• Contractors may not be as flexible in meeting
changing conditions of the property
• Selection and direction of contract personnel are not
under the manager’s control
136

Contract Bidding
• Managers are often the person who meets with
contractors, answers questions, and collects the bids.
• Managers should have a firm understanding of
bidding procedures.
• Bidding procedures should be part of the property’s
policies or management plan.
• Written bidding procedures should be in place.
137

Contracts
• After carefully selecting a contractor, it is
imperative to have a contract to document the
terms of the work.
• Contracts should detail price, specifications,
cancellation rights, and insurance protection.
• Contracts should be drafted in a way that ensures
work is performed correctly, in a timely fashion,
and at little risk to the owner.
138

Monitoring Contract Work
• Site managers are responsible for monitoring
progress and ensuring that contracts are fulfilled.
• Managers should meet the contractor at the site on
the first day of contracted work.
• Managers should make a point to be visible early on
and to get to know contract staff who are working
on the property.
139

Major Maintenance Projects
• Real estate managers should maintain an
understanding of maintenance on major
components.
• For effective oversight, managers should
supervise staff and oversee contracted work.
• Managers must be able to identify key
maintenance considerations for the major
building mechanicals and systems.
140

Major Maintenance Projects
Major maintenance projects are required on:
• Electrical Systems
• Swimming Pools
• Elevators
• Life Safety Systems
• Roofing
• HVAC Systems
141

Conservation
• Implementing energy and water conservation
measures can have a positive impact on natural
resources as well as the owner’s profit.
• Conservation and recycling can also be a marketing
feature for residents who are concerned about
sustainability.
• Managers must be able to identify ways to
implement conservation techniques to improve
sustainability and efficiency while reducing
operating expenses.
142

Environmental Issues
• Real estate managers are responsible for
protecting residents, preserving the property,
reducing operating costs and improving resident
satisfaction.
• A manager must understand the environmental
issues that damage properties and threaten the
welfare of residents.
143

• Mold
• Lead-based paint
• Insects
• Asbestos
• Carbon Dioxide
• Carbon Monoxide
• Fiberglass
• Freon/Chlorofluorocarbons
• Hazardous Waste
• Indoor Air Quality (IAQ)
• Leaking Underground
Storage Tanks (USTs)
• Radon
Environmental Issues
Environmental issues may include:
144

Marketing and Leasing
Strategies and Practices to
Find and Retain Residents
145

Marketing and Leasing
• Managers should be skilled in the development and
implementation of marketing and leasing practices.
• Managers should understand marketing and
leasing legal considerations.
• Marketing and leasing functions include
conducting analyses of market, property, and
comparison.
• Key marketing and leasing objectives include
successfully leasing units and increasing tenant
retention rates.
146

Market Analysis
A market analysis should be performed prior to any
marketing and leasing activities. The market
analysis will answer the following key questions:
• What are the property’s region and neighborhood
boundaries?
• What is the economic climate?
• What are the demographics of the area?
147

Market Analysis
The market analysis generally consists of four key
components:
• Regional analysis
• Neighborhood analysis
• Demographic analysis
• Economic factor analysis
148

Market
Analysis
Regional
Analysis
Neighborhood
Analysis
Demographics
Economic
Factors
Market Analysis
149

Regional Analysis
• A region is defined as the metropolitan statistical
area in which a property is located.
• A regional analysis determines information such as
employment and per capita income, and
demographic information, such as age, race, and
gender.
• Regional analysis can reveal important factors. For
example, a study of a region may determine that the
area does not have enough large households to
support additional three-bedroom units.
150

Neighborhood Analysis
• Managers should examine the property and review
comparable properties to estimate market rents.
• Managers should be familiar with key attributes of the
property, such as:
− Location
− Space
− Amenities
− Appearance
− Condition
151

Demographic Analysis
Demographic information is used to target advertising to
appropriate markets. For example, a senior demographic has
different needs and interests than people under the age of 30.
Property amenities will determine the property’s target market
and its position in the market. Demographic elements include:
152
• Population size
• Density
• Age
• Race
• Household
• Family composition
• Education
• Occupation
• Income
• Spending habits

Economic Outlook
• Once managers are familiar with the area and
demographics, the economic outlook for the local
market will determine rental rates.
• Managers should be familiar with any income
guidelines or restrictions for the community.
• Some communities are market rate, while others
may have a government mandated affordable
income component that sets limits on pricing.
153

Marketing Plan vs. Leasing Plan
Managers must develop a plan for attracting
residents to the property. Two types of plans are
commonly used in the property leasing:
• Marketing plans: This plan provides the
marketing goals for the property and is used to
direct advertising decisions for property.
• Leasing plans: This plan typically includes a site
plan, unit numbers, square footage dimensions,
and unit rental rates.
154

Marketing Plan Development
• Marketing plans attract residents to the building,
increase signed lease statistics, and maximize rental
income.
• Managers must be able to develop, implement, and
analyze marketing plans.
• Marketing plans typically include:
− Purpose
− Target market
− Messaging
− Timetable
− Budget
155

Marketing Techniques
Marketing can be accomplished through various
advertising outlets to promote the property. These can
include:
• Property or management company website
• Apartment search websites
• Use of Google ad words
• Display or Classified advertising
• Search engine optimization (SEO)
• Social media
156

Referrals
• Referrals are an excellent source of promotion, and
satisfied residents often generate new applicants.
• Consider establishing referral programs that
compensate residents whose referrals result in a
signed lease.
• Referral incentives may consist of cash payments,
rental discounts, or improvements to the leased
apartment.
157

Measuring Effectiveness
• Measuring the effectiveness of marketing tactics
is critical to meeting the owner’s goals.
• Constant evaluation ensures that necessary
modifications can be made, and that the budget is
used effectively.
• Ideally, each marketing source should use a
different phone number, e-mail address, or
contact name to allow manager to track the
response and traffic from each source.
158

Leasing Practices
• Managers must establish effective leasing
practices to successfully lease apartments to
potential residents.
• Knowledge of effective leasing practices leads to
more signed leases and directly impacts the
success of the apartment building.
159

Leasing Plan Development
It is necessary to develop an outline for leasing and
placement of residents in the unit. The leasing plan
typically includes:
• Site plan
• Unit numbers
• Square footage
• Rent schedule
• Expiration dates
• Concessions
160

Leasing Teams
• Leasing team members play a critical role in success
and all staff must have a shared commitment.
• Every team member impacts the applicants’
decision to lease or renew at the property.
• Staff must work together to achieve the leasing
objectives and goals of the owner.
• Team members must also prioritize resident
retention and understand the importance of
converting prospects to tenants.
161

Leasing Process
Leasing professionals are critical to a property’s
financial health. Their interaction with prospects
provides opportunities to sell the benefits of the
property. The leasing process can be broken down
into three steps:
1. Get
Acquainted
with
Prospect
2. Tour the
Unit
3. Confirm
the Close
162

Leasing: Legal Issues
• Managers must be familiar with the legal issues
involved in residential management.
• Managers must ensure compliance with legal
requirements to protect the property and avoid
penalties and liability for violations.
• Managers must ensure that leasing practices
comply with a number of laws, including fair
housing laws and the Americans with Disabilities
Act.
163

Leasing Legal Issues
• Managers must continually monitor local code sources
for legislative protections that may impact business
operations.
• Some municipalities have separate laws dealing with
fair housing and may be stricter than the federal laws.
• State and local codes are subject to change more
frequently than federal requirements.
• Managers should visit the appropriate state website, and
go to the equal rights or human rights commission and
other enforcing agencies (not to the state real estate
commission).
164

Qualifying Prospects
• Once an application is submitted, managers must
assess the applicants feasibility as a resident. This
process is known as “qualifying”.
• Qualifying prospects involves examining
household income, references, credit history, etc.
• To qualify, applicants must demonstrate an ability
to pay rent and exhibit a history of positive
performance as a renter.
165

Qualifying Prospects
Qualification criteria must be in writing and must be
applied to all applicants. The criteria can include:
• Minimum rent-to-household income ratio
• Minimum period of employment with current employer
• Satisfactory references from one or more prior landlords
• Satisfactory credit references
• Appropriate ratio of residents to apartment size
• Minimum age requirement
• Passage of criminal background check
166

Landlord Tenant Laws
Landlord-tenant laws clearly establish rights and
responsibilities of both parties.
Examples include:
• Landlords: Have the “Right of Reentry” to make
repairs and improvements.
• Tenants: Have the rights to “quiet enjoyment”,
“warranty of habitability” and “constructive
eviction”.
167

Lease Documents
• A lease is a contract that grants the tenant the
rights of exclusive use and occupancy of a
specific space for a defined period in exchange
for rent or other consideration to the landlord.
• Leases must be in writing and are enforceable as
legal contracts.
• Lease agreements are entered by mutual consent,
and are legally binding once the document is
signed and dated by both parties.
168

Delinquencies
• Encouraging timely payment of rent begins with the
qualification process and continues with the reiteration of
management’s collection policies.
• The qualification process may occasionally fail to identify
an irresponsible person resulting in a manager’s need to
initiate collection procedures.
• The effectiveness of collections depends on the diligence of
those implementing the procedures.
• Collections should be carried out in accordance with
company policy and must be uniformly applied.
169

Final Notices
• Individual state and local laws will dictate time
allowances, forms and contents of final notices to pay
or quit, as well as how the notice must be served.
• Local requirements vary; an attorney should be
consulted to determine what is allowed each
jurisdiction.
• Landlords may not be able to accept partial payment
without jeopardizing the effectiveness of the notice or
the right to bring suit.
170

Evictions
• Eviction refers to the legal process of reclaiming
possession of real estate from a tenant who has
not performed under the lease terms.
• Failure of a tenant to move out at the end of a
tenancy or following lawful eviction is known as
“unlawful detainer”.
• Eviction is a complex undertaking and managers
should confer with legal counsel before taking
action.
171

Evictions
Common reasons for eviction include:
• Non-payment of rent
• Violations of lease terms
• Misuse of facilities
• Destruction of property
• Failure to maintain premises
• Creating a nuisance
172

Collections
• Managers have a fiduciary responsibility to
attempt collection of delinquent rent.
• Collecting can be difficult after abandonment or
eviction, and collection agencies are often used.
• Collection agencies typically charge a percentage,
however, they assume responsibility all legal costs.
• The landlord can still be liable for a collection
agency’s harassment of previous tenants.
173

Retention
• Retaining existing residents—renewing their
leases year after year—is important because it
helps owners and managers avoid the expense
and hassle of turnover.
• Managers must understand the value of resident
retention, as renewals can make a huge difference
to the bottom line.
• Renewing an existing lease is more profitable
than finding a new resident.
174

Retention
• Retention eliminates lost income from vacant units
• Retention reduces marketing and leasing expenses
• It costs less to improve a unit for a current resident
than to prepare a vacated unit for a new resident
• Retention eliminates the need to establish
relationship all over again with new residents
175

Lease Renewals
• The lease renewal process begins at the very first
contact with the resident.
• Every interaction with the resident is an
opportunity to foster resident retention and
encourage subsequent lease renewals.
• Relationships with residents must be nurtured
throughout the term of the lease, not just at the
beginning or end of the lease period.
176

Conclusion
Property managers play a critical role in the profitability
and operational success of properties.
Property managers perform a broad range of activities
requiring extensive knowledge of real estate
management functions, including:
• Human Resources and Relationship Management
• Finance and Accounting
• Maintenance and Risk Management
• Marketing and Leasing
177

Thank You
Emily Goodman, CPM, ARM, CAPS
Vice President Business Development
CORE Realty Holdings Management, Inc.
178

Emily Goodman is a dynamic property management
professional with over a decade of proven progressive
residential and commercial expertise.
Goodman has been included among the Top 30 Leaders Under
30 by the Journal of Property Management and was named
Certified Property Manager of the Year 2012 and Regional
Manager of the Year 2012; she was awarded with IREM’s
Professional Achievement Award in 2013.
She holds a Bachelors Degree from Elon University and is
credentialed with IREM’s distinguished Certified Property
Manager (CPM) , Accredited Residential Manager (ARM)
designations, as well as the Certified Apartment Portfolio
Supervisor (CAPS), and is a Licensed Real Estate Broker-in-
Charge.
179

Basics of property management

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