**The Talent Wars: Finding – and Keeping – the Best Multifamily Staff**
The multifamily sector is made up of real, tangible properties — from smaller buildings with 20 to 30 units, to expansive mid-rises and high-rises containing over 100 units. But no matter the property size, one key element ties it all together: people. People rent the apartments, and people are also the ones managing and maintaining them.
Industry experts stress that managing multifamily properties successfully requires more than just filling job roles. It’s about creating a cohesive, customer service–oriented, and energized team.
“This is a customer service business at its core, and we want our people to embody professionalism with a sense of energy and fun,” said Patti Higgins, Senior Vice President at Parktown Living.
Ryan Perez, Executive Vice President at Capital Square Living, echoed that sentiment. “Our core values include people first, family fundamentals, and collective responsibility,” Perez noted.
## Building the ‘Dream Team’
While residents mostly interact with front-office personnel like leasing and property managers, a true high-functioning multifamily team also includes a host of behind-the-scenes roles.
Higgins pointed out that a typical structure might comprise a director overseeing an entire property portfolio, along with regional managers and back-office experts such as accountants, IT professionals, and marketing specialists. Perez added that today’s operations demand staff who are proficient not just in technical tasks, but also in budget planning, vendor management, and the execution of short- and long-term leasing strategies.
According to David Lynd, President and CEO of Lynd Living, the real-life soft skills are just as vital. “The heart of this business is problem-solving,” Lynd said. “The phone doesn’t ring unless something is broken or not working.”
## The Importance of Culture
To navigate the daily tasks—like maintenance requests and rent collection—without burnout, a strong organizational culture is crucial.
“Without a corporate system that includes management, rewards, and creativity, people burn out fast,” Lynd stated.
Higgins emphasized that today’s property management professionals seek more than just a paycheck. “Employees want balance, fulfillment, and a culture that supports them,” she said. “It requires creating an environment where people are empowered to contribute meaningfully and grow.”
## Facing the Talent Challenge
Burnout isn’t the only hurdle. Talent retention has also become increasingly difficult, especially at the on-site level where turnover remains high.
“It’s a fast-paced, ever-evolving industry, and not everyone thrives in that kind of pressure,” Higgins explained.
Lynd agreed, adding that finding individuals who view property management as a long-term profession is tough. “The job isn’t glamorous, and doesn’t lead to fame,” he noted. “For some, it’s just a stepping-stone to something else.”
As a solution, leadership quality becomes paramount. “It’s important to hire great upper-level managers,” Lynd said. “New employees need to look up and see someone they want to work for.”
## Strategies for Success
Successful recruitment depends on more than just listing a job. Capital Square Living, for instance, uses multiple platforms to source and attract the right candidates. “We actively recruit by engaging potential candidates directly—not just waiting for applications,” Perez shared.
Higgins advised that it pays to take the time to find the ideal fit. “The right hire might take longer, but they also stay longer and strengthen your team,” she remarked.
Once employees are onboard, team engagement is essential to retention. Parktown Living fosters connection through everything from informal team events to peer-nominated recognition awards. “The goal should be to build a culture where people feel appreciated, connected, and excited to come to work each day,” Higgins said.
In conclusion, multifamily property management is all about people. The front-line staff are the face of the business, and the long-term success of any organization depends on its ability to find, develop, and retain the right people.
“Attracting and retaining good people requires a positive work culture and a supportive environment,” Lynd said. “It’s the intangibles—how employees feel about their work and workplace—that truly matter.”
*This article originally appeared on ApartmentBuildings.com.*
