Topic: HR training

I began my career in property management as a leasing consultant. After about 9 months on the job, I was promoted to Property Manager. We have 328 units. Staff consists of 2 full time maintenance (foreman and tech), 1 full time leasing consultant, 1 full time cleaner (responsible for unit turnover cleaning) and 1 part time cleaner (responsible for building/common area cleaning).

This is my first management job, and as such I have no HR experience. We've been having a lot of issues lately with maintenance and cleaning staff. I've been getting daily complaints from maintenance about workload and sharing the work evenly. Our unit cleaner has been falling behind in getting apts turned - sometimes taking 1.5-2 full work days to clean one apartment!

I'm not sure how to keep everyone on track and running smoothly. Any ideas? Or, any insight on places I could find (hopefully online) that offer HR training for me to learn more?

Thanks!!

Congratulations on your promotion, and for recognizing there is a problem. HR training is only one aspect of your solution. Managing and team building demands your immediate attention. In my experience, your team members need their job descriptions handed to them in writing and signed; then they need to understand their actual role in the management of the property. As a manager, you need to understand what it takes to perform each member's job duties - it's helpful to know why it should not take 1.5-2 days to clean a unit. There are all kinds of systems that can be put in place to help your property run smoother.

Job Descriptions can be written by your corporate HR department. IF you have none, you can research a bit from others and online and write your own. Submit them to your supervisor for approval. Attorneys typically write these to ensure fair and ethical wording and that nothing goes against what is best for the company.

Job Shadowing is a term used to help each team member understand what the other does by following them for a couple of days to experience what it take to complete their duties.

Team Building and By-In is needed whenever a new person is added to the mix in a management role. There is a hierarchy in your team: Manager, usually a Lead Maintenance Tech or a Supervisor who assigns and prioritizes the schedule according to move ins, move outs and capital projects. These people order supplies for the maintenance team, work with contractors (or work closely with the Manager in this task) and perform work orders, etc. Techs, Grounds Crew, Cleaners, Painters, etc. are all a part of the team process.

Just an observation, but you might consider having the Lead Tech (Supervisor) full time and another maintenance tech full time, and using painters for turns on a property this size. Personally, I prefer using contractors for cleaning as well, especially if the on staff cleaner may not be working out. This brings me to building your team. You can hire for attitude and train for skill. If team members are burned out or showing signs of unhappiness, it is up to you to find out what is going on and helping to correct the negative behavior. It takes time but it is worth it to build the team.

The best way to keep everyone on track is to have your Make Ready Board, sticking to the schedules and always communicate goals and needs with the team. Daily meetings with the Supervisor are recommended and weekly or bi-monthly team members are a nice touch. Everyone wants to feel valued and included and the goals of the property must continually be communicated to everyone. I find sometimes people forget why the job they do is important and valuable. Finally, sometimes rewarding team members with small bonuses and special recognition works wonders, too.

Back to the HR issues, it is important all staff is trained in the policies of the company, told of the benefits (sick days, vacation days, the procedures for FMLA, etc.) and Sexual Harassment, and Fair Housing. If your company does not do this, you need to ask your Regional about this and find out how to handle these situations. That is simple risk management.

You can do it! Don't despair ... Rome was not built in a day and typically, no team is either. For your own benefit, you might consider utilizing some ILS training for you and your team, too, through companies like The Training Factor and Grace Hill. You would really like this training.

Great topic Julia. In addition to what Mindy stated I do recommend you subscribe to some blogs that focus on team building and management styles. The more you enhance your skills the better the leader you will become. Do you have support from your corporate office?

Mindy thanks so much for the mention.

Thank you both for great input and help. I do get support from my corporate office, however, I feel that every time they step in, it marginalizes my role as the 'boss'. If I'm being true to myself, I think part of the issue is that I haven't fully developed the 'guts' to be more assertive with my staff. I will definitely look into different HR and training blogs/online classes to develop my skills. I remember back to when I first started leasing and I was timid and reluctant to ask for a close - now it's second nature. It may just take some time for me to grow comfortable in my new role - and some time for the staff to see me as boss instead of just a coworker.

Julia,

You may also want to have a mentor that you can communicate with. One that has experience whom you can confide in and talk to that understands the industry and has been in the role you are now serving. As time goes along and you gain experience then you will be like Mindy and expert in your game.

You will have those that when they say manager they mean leader and when they say leader they mean manager. You are managing the property and leading the team. Leadership skills are developed and sometimes your style will have to change depending on who you are dealing with.

I have read what you have written and I think you are well on the road to success because you have recognized that there is a issue that needs to be resolved and there is the first step.

For sure you have to learn how to be accertive when called to be. While being accertive you also want to maintain respect an be professional at all times.

Mindy brought up some great points which if you have not would be good to check into some of her pointers.