18 minute read
The Best of the Best in Multifamily
Meet more of our 2021 Honors Awards recipients.
Onsite Manager (1 to 150 units) of the Year
Regina Carr, Kensington Crossings, Mosaic Residential
What do you do?
As a property manager, I have the ability to provide prospects and residents the opportunity to love and enjoy their (new) home and community. With the help of my team, we have created an inviting atmosphere through friendly customer service. We work hard to get to know each resident as a person and not a unit number.
How did you get to where you are within your career?
I worked hard and I’ve always wanted to know and learn more. I started in the apartment industry 33 years ago as a housekeeper and worked my way through becoming a maintenance coordinator, leasing agent, assistant property manager, manager, assistant regional and regional, but my favorite role has definitely been property manager. I am so thankful I went through this process as it not only taught me the importance of every role but to appreciate what each team member brings to the table. Without my team I am not a leader, a trainer or a motivator. I treat each team member with respect and always remind them that without all none of us would be successful. Success is accomplished through teamwork, respect for each other and of course having and achieving the same goals. All of this is to be the best we can be today.
How were you able to increase revenue and operating income during a financially challenging year?
In short, by working together. We increased revenue because we showed the value of our property to those that live and work there. My team takes pride in their work, which allowed us to continue to increase occupancy and increase rents. We worked with residents during the challenging times on payment agreements, being consistent and helping them apply for assistance when needed. We made it a point to show we cared. Small acts of kindness from the team made the resident fight just as hard to keep their home as we did in keeping them in their homes. We got through it together. I believe that most of the time, we allow the circumstances around us to dictate what we do instead of using that same opportunity to push forward and stand out. This, of course, is not possible without having a regional and owners who trust your judgement and allow you to push forward in an unfamiliar territory.
What makes teams successful?
It starts with one’s own self. I believe that each of us must have the desire to achieve and learn and have the feeling of obligation and commitment to always try to do the best we can. To work as a team and to motivate each other and help each other, be better and to learn new things.
How do you encourage your teams?
I strive to find a positive in every situation. I also believe that a pat on the back, great job and a thank you go along away. Positive reinforcement is key with my team. We all have a job to do but it is important that we recognize a job well done. Positive reinforcement and respect from a supervisor make us want to do better. I like to remember that finding fault is easy but does not motivate us. I pride myself on my ability to, teach, motivate, inspire and even challenge each member of my team in order to make tomorrow a better day.
Onsite Manager (151 to 349 units) of the Year
Erika Eubanks, CAM, NALP The Woodlands Lodge, Francis Property Management
What do you do?
I guess my official tile is Residential Business Manager, what I actually do goes way beyond that.
I love leasing and helping someone find their new home! I love numbers so the bookkeeping aspect of our community is one of my favorites! I really enjoy being involved with training our new team members and am never more than a call away to help.
There really isn’t anything too small or to big that I won’t do.
How did you get your first job in the apartment industry?
My mom, who has been in the industry for years, told me about an open sales associate position with Francis Property Management close to where I lived at the time. At the time, I was working as a waitress at Texas Roadhouse and I was looking for a change. The apartment industry was something I was always around growing up and it made the decision to apply with Francis that much easier. I started a sales associate in 2011, worked my way to an assistant business manager in 2013 and I was promoted to residential business manager in 2017. I am now going into my 11th year with Francis.
How were you able to create a sense of community at The Woodlands Lodge in 2020?
Our residents we so accustomed to weekly events and community interaction. All of a sudden, we had to hit the pause button. Thankfully our company took the time to invest in a program that offered daily virtual events and virtual fitness classes for our residents. Our team would take turns also participating in these virtual events to interact with the residents. On top of that, we would host virtual bingo and trivia on Facebook Live. Above all, our company went above and beyond to make sure our residents were updated via email every step of the way as we navigated through 2020.
Why is it important to take the time to help the renters of our apartment communities?
Our residents should be our main priority. They chose to make our community their home and I always want them to be happy in their home. The residents are one of the most important parts of our communities. If they weren’t here, we wouldn’t be here.
Leasing Professional of the Year
Melissa Merritt, NALP, The Abbey at Enclave, Abbey Residential
What do you do?
I am the leasing manager for the Abbey at Enclave for Abbey Residential. I am the creative mind behind resident events, our TikTok videos and all other social media platforms. I am my team’s biggest fan and cheerleader. Being with Abbey Residential for over four years as both a leasing consultant and now a leasing manager, I am very familiar with the “Abbey Way.” I have worked at multiple properties and I have a good understanding of Abbey’s portfolio, especially the 15 Houston properties. I take pride in being a company advocate.
What is an important quality or skill for people to have who do what you do?
I have found that one of the best qualities to have to be successful is to be able to navigate all different types of conversations. I can make residents, prospects and my team feel seen, heard and not to feel like any question or idea is dumb. My ability to de-escalate situations from a heated conversation to a calm conversation has really served me well in my role as a leasing manager.
What makes a property successful?
What make a property successful in my opinion is being proactive and not reactive. One example of that is making sure that my team walks units ahead of time to give maintenance time to do their work and making sure that the unit looks 100% ready for prospects to view. Another is making sure we hold ourselves accountable as well as each other. Accountability is key. Celebrating our successes, as well as understanding where we can improve upon for the next day.
What is the best way to motivate teams, especially when times get tough?
During the pandemic, we had to keep up the energy and I had to make sure my team was thriving. We had several TikTok and other social medias contests, daily check ins and a lot of food and sugar. I motivate my teams by showing appreciation. Everyone wants to feel appreciated. I make sure to say thank you at the end of each day to everyone for all the hard work they put in for the day. I think that really makes a difference.
Maintenance Supervisor (Multiple Properties) of the Year
Carlos Garcia, Pearl CityCentre and Pearl Residences, MORGAN
What do you do?
I am the senior maintenance supervisor for Pearl CityCentre and Pearl Residences with the Morgan Group. My role is to supervise a team of six maintenance staff and all vendor partners. I oversee maintenance and repairs of electrical, plumbing, heating, ventilation, HVAC, carpentry and painting. However, I believe that beyond my responsibilities listed above, I create a solid foundation of trust between the residents and the maintenance team. It is important that the residents know that our properties are a place where we take pride in caring for their homes. Our duty is to ensure that every single resident knows that they are living in a quality community, where we work to make sure that everyone has a pleasant stay.
How did you get to where you are within your career?
I started my career as a painter in 1988. After a few years I began HVAC courses. Upon graduating in 1994, I was promoted to porter. I was the only porter on my team who took calls for HVAC. I quickly made it through the ranks, being promoted to assistant, lead and now I manage multiple flagship properties.
What advice do you have for someone who is thinking about getting any maintenance-related certification such as HVAC and refrigeration?
There is a lot of success to be had in the apartment industry. There are countless opportunities for training for the various skills required to excel. If you are looking for an entry level position or to further your understanding of HVAC, the multifamily industry is a great place to hone your skills. The Houston Apartment Association is a great place to start! Their goal is to give you the necessary knowledge to build one’s confidence and understanding on how to perform masterfully as a maintenance technician. The pace of training and ability to elevate up through the ranks is determined by your own resiliency and work ethic. The opportunities are limitless. The only requirements for entry level is to be receptive to coaching, training and growth. There are currently available positions within the industry and there are not enough people willing to take the leap. The multifamily industry continues to increase wages and offers exceptional benefits.
What is an important quality or skill for people to have who do what you do?
The Golden Rule is timeless. If you treat others the way you would like to be treated, you will find that most communication with your internal and external customers will go smoothly. When responding to requests from my team or residents, I engage by sympathizing with their problems. Timely responses, follow up and honest communication will always lead to a successful resolution. Mindset it critical to a long and successful career in multifamily.
Portfolio Supervisor of the Year
Courtney Vitek, CAM, MLDC Management
What do you do?
My title has changed from regional to vice president. Because our company is in its young infancy, we do not have standard titles within our infrastructure. I would say my day-to-day job is really revolved around supporting my teams. Including assisting the president with anything she needs, training all team members regardless of position or title, jumping in on operations to ensure our teams maintain a work-life balance, acting as a liaison for clients and working to acquire new business through meaningful relationships.
How did you get to where you are within your career?
I grew up in the multifamily industry. I was always attracted to the passion my mom had for the communities and residents she served. She has always had this way about her in being able to connect with people and bring such a light to everyone she meets. I have always aspired to have that kind of impact one day. Through multifamily, I believe we are afforded the opportunity to reach people, residents, clients and team members alike. I have been blessed to have amazing leadership. Having worked for some of the largest and smallest firms, I was able to gain industry perspectives on multiple asset types. My mother’s example to get it done and work hard led me never to shy away from a project, from lease ups to distressed property takeovers. All these experiences nurtured my passion. It has all come full circle now that I’m working alongside my mom, bringing that vision forward. You can serve with love, kindness and care and still be profitable and successful.
What is an important quality or skill for people to have who do what you do?
Loyalty to your organization, clients, team members and above all else your own reputation. Be authentic to what makes you, you!
What are you working on right now?
Enhancing our brand through detailed focus on consistent operations, culture development and transparent business practices. Through these enhancements, I’m working on client services and new business development.
What makes teams successful?
Leadership and a workplace that inspires individual authenticity, positive collaboration and development within a workplace culture that is inspired by constant change and evolution.
Onsite Assistant Manager of the Year
James Whitaker, Greystar
What do you do?
Some days I feel more like a detective. The issue of fraud has been out of control the past couple of years. It comes and goes in waves, but we have almost all become experts and we can spot it pretty quickly.
How did you get to where you are within your career?
I started working part time in leasing when I was in college. After I finished, I stuck with it and have been here ever since.
What did you learn from 2020 that is positive?
Like many others in 2020, I lost a parent. I learned to live every day like it’s my last because you aren’t guaranteed tomorrow. Obviously, it’s easier said than done and the last two years have exhausted us all, but doing something different or changing your routine a few times per week can do wonders for your mental health.
How have you able to set yourself apart as a leader within Greystar?
I like to consider myself innovative when it comes to finding new ways to do the same repetitive work. If there is a faster, more efficient way to complete a project, I’m going to figure it out.
Maintenance Supervisor (Single Property) of the Year
Jorge Castillo, Holly Hall, Mosaic Residential
What do you do?
I am a problem solver, leader and a motivational speaker (to my team). I just get it done.
How did you get to where you are within your career?
I started working at a high-rise property in Downtown Houston. I did basic maintenance, however, I wanted to learn more. I watched any contractor who came by or I just tried myself to figure it out.
What is an important quality or skill for people to have who do what you do?
Love what you do. We are a special kind of breed and love the enjoyment of helping people with a smile. In 2020, I organized my team, separated all work orders by category and we worked as a team. I motivated my team in our daily meetings, set goals and made sure they knew I was always there if they needed me.
What advice do you have for someone who is considering a career in multifamily maintenance?
I’ve loved my job since the first day I started in this industry. I enjoy coming to work every day and helping people. You have to love it at all the time – the good and the bad days. Don’t look at it as just a job. When you love what you do, you go home at the end of the day knowing that you made someone happy by making their home a better place.
Maintenance Technician of the Year
Jose Torres, The Amelia, Jacquelyn Place and Johana Court, Bravo Capital Management
What do you do?
I think we, as maintenance professionals, are the eyes and ears of the properties. We are an important part of the operations that keeps the residents’ apartment homes functional. By us doing our job right, residents live a better life and our company gets the job done successfully.
How did you get your start in the apartment industry?
In 2016, the property management company where I lived was looking for a part-time maintenance technician to help with the properties. I decided to help them, and the job turned into a full-time position. We kept learning and growing as a team. I took a chance in life and worked hard to be successful.
What is an important quality or skill for people to have who do what you do?
Having patience, courage, an open mind and taking the time to do the job right the first time. Asking for help when we don’t know how to do something saves time and resources in the long run. We must learn the skills we don’t know. We must admit to ourselves when we are wrong and fix the problem. We must tell the truth when something is not right so we can all succeed at the end of the day. I take pride in my work and knowing it got done right means a lot to me. My work is a reflection of me.
What do you like the most about working as a maintenance professional in the apartment industry?
What I like most is the challenge of accomplishing my task and doing it right the first time on budget. Also, I have a good team that helps me to be successful, including my community manager and upper management. They want me to succeed and to keep learning to be the best person I can be at my job and life.
Supplier of the Year
David Lindley, CAS, Vice President, FSI Construction
What do you do?
I pursue sales goals and market targets throughout the day by establishing, building and maintaining relationships. My job is fun, adventurous and there is never a dull moment. Our locations are in fun cities across the country, so I like to take advantage of what each city has to offer to balance things out. In a nutshell, I work hard and play hard.
How did you get to where you are within your career?
I started out at the ground level. Once I moved to a company where I wanted to be, FSI Construction, I practiced patience and trial and error. I prepared myself within FSI and volunteered for leadership positions within HAA. Both paid off and now I find myself serving others in ways that produce win-win results. Patience, persistence and purpose are the keys to your future. Patience being the toughest.
What are you working on right now?
Much of what I’m working on is part of our ongoing multiyear growth and “best practices” models. Being on our leadership team definitely has its benefits and keeps me attuned to pivotal swings in the marketplace. We are constantly working on market driven initiatives at FSI and to see them come to fruition is gratifying and rewarding. Continuous improvement is the order of the day.
What is the most important quality for a supplier partner to have to be successful in this industry?
Integrity. Be forthright when dealing with challenges and opportunities. And be proactive in communication. Providing customers with information before hearing from their direct reports and/or partners are keys to success. Take calculated risks based on known factors and your company’s ability to deliver and scale. The Golden Rule still stands.
Rising Star Supplier of the Year
Blake Subinsky, CAS, HD Supply
Selected by the Product Service Council officers, the Houston Apartment Association Honors Awards Rising Star Supplier goes to a supplier partner who has displayed great enthusiasm and dedication volunteering their time and energy to the organization. It goes to a person who has exceptional leadership qualities and helps other suppliers succeed.
The PSC officers wanted to honor Blake Subinsky posthumously to recognize the impact he had on HAA and so many members. This award is our way of saying thank you for all that you did in the years you served. Thank you for spending time outside of work and your family serving and volunteering for HAA and its members. If you were friends with Blake, worked with him or volunteered alongside him through HAA, you know what made him special. He was a natural leader, he was kind to everyone and he was friends with everyone. If you didn’t know Blake, he made you feel like he was your friend instantly. He showed up and gave it his all, he was competitive in the best way, he was humble, he was fun and lighthearted. You knew you could count on him. Blake left a mark on HAA. His legacy will live on in so many ways including through us, his HAA family.
