We are hearing a lot of uncertainty regarding the future of the on-site...

We are hearing a lot of uncertainty regarding the future of the on-site office team. In 10 years, what do you think the on-site team looks like? (LinkedIn only allows 4 options, so if you have another option, throw it down below)

Several of the sessions at this year's hashtag#Apartmentalize talked about the fear among on-site teams regarding the future of their roles. There are stories of centralization/specialization efforts, then stories of... Show more

Billie Lewallen I believe that the larger communities will still continue to have On Site Staffing to continue the resident experience as an amenities. However locations with staffing issues or can't afford high cost of employees will be forced to evolve. With opportunities of technology, central call centers, virtual tours, self touring set ups, chat bots, self service technology these smaller communities can compete in a very different way with sharing support staff.

Guest Insider I said essentially the same OR there will be more staff on-site. As more companies choose to market “luxury” the thing that has to be realized is that luxury means having people available to “handle it”.

I can see the typical 3 office and 3 service team members increasing to 4 and 4 (or higher depending on the number of units) to accommodate a shift towards hospitality. It’s been happening, and it’s only going to keep happening to accommodate expectations.

Residents expect to be greeted, short wait times (if any, even on weekends), concierge services, exceptionally well kept facilities and amenities… regardless of what they are paying and obviously more the more they are paying.

I see an increase in employee housing discounts, 20% is NEVER okay! 40% and up will be a standard for housing discounts (will will see an improvement in ownership of the property and less turnover), having at least 50% of the staff on-site will be the goal, more offices closed on Sundays, and the offering of 4... Show more

I said essentially the same OR there will be more staff on-site. As more companies choose to market “luxury” the thing that has to be realized is that luxury means having people available to “handle it”.

I can see the typical 3 office and 3 service team members increasing to 4 and 4 (or higher depending on the number of units) to accommodate a shift towards hospitality. It’s been happening, and it’s only going to keep happening to accommodate expectations.

Residents expect to be greeted, short wait times (if any, even on weekends), concierge services, exceptionally well kept facilities and amenities… regardless of what they are paying and obviously more the more they are paying.

I see an increase in employee housing discounts, 20% is NEVER okay! 40% and up will be a standard for housing discounts (will will see an improvement in ownership of the property and less turnover), having at least 50% of the staff on-site will be the goal, more offices closed on Sundays, and the offering of 4 full or 8 half volunteer days a year.

10 years from now is going to be more about showing residents WHY their rents are up 20% through the services provided, facilities, amenities, and availability of happy, healthy, and helpful staff members

Todd Lohr I'd be curious if there is data around renewal rates and the amount of staff an office has. I read a study once that 55% of those that renewed their lease, their number 1 reason for renewing was the office staff.

Johnny Bravo I do think centralization is going to drive a lot of the shift in this. And while I doubt most PMCs/properties will get completely rid of onsite teams, they will likely shrink to a PM and single LC. I also think maintenance teams will shrink as well as some companies start to outsource that part of the business. It's not happening everywhere, but I've heard of trends around that as well. Especially with BTR communities.

Guest Insider Running a skeleton team is detrimental. I have a office staff of 6 & Maintenance staff of 7 we still could use help. Large properties need all the support they can get. It makes everyones load more bearable.

Guest Insider I see some markets going 100% leasing automated.

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