MIAMI, FL - Monument Real Estate Services (MRES), an asset and property management company with experience in a range of multifamily markets nationwide, has launched a new ‘hybrid’ administrative initiative designed to increase staff engagement at the community level, while expediting the leasing and move-in process.
In most rental communities nationwide, the local staff is tasked with managing the property and the needs of its residents, along with the leasing and move-in process.
MRES’s hybrid program included the creation of a centralized leasing and move-in team that is engaged from the moment a potential renter applies, providing information, and managing all facets of the leasing process.
The remote centralized team works with the potential renter’s application, background check, signing of the lease, and then supports them with every facet of the move-in, even their utilities. All they need to do is come to the management office to pick up the keys. The remote team also manages leasing renewals.
At that point the onsite team takes over the process, introducing them to the community, and ensuring a positive start in their new home. With the onsite team focusing only on the community and its residents, it furthers consistency and excellent customer care at the property level.
“The results of the new hybrid remote/onsite system have been extraordinary,” said Ginny Decker, Senior Vice President, Operations for Monument. “Freeing the onsite team from the leasing and move-in process allows them the time to have far more engagement with the residents and expand overall customer care. Our residents couldn’t be more pleased.”
“We basically function like an administrative SWAT team, providing efficiencies of scale that support our enterprise, but more importantly, provides a much more hand-on process to the leasing process,” adds Amanda Jones, MRES’s Operations Director overseeing the remote administrative and leasing team. “The results of our focused efforts have seen a substantial increase in move-ins at our communities, along with lowered eviction levels.”
“The new system has everyone in the right position, working in their strengths, all of which provides our residents the level of care they deserve,” concludes Decker.