**The Talent Wars: Finding – and Keeping – the Best Multifamily Staff**
The multifamily sector encompasses a wide range of tangible assets—from smaller apartment communities with 20 or 30 units to larger properties housed in mid-rise or high-rise buildings with 100 or more units. But no matter the size, one constant remains: it’s a people-driven business. Residents rent the apartments, and dedicated teams manage the operations that make these communities thrive.
Industry leaders emphasize that successful apartment management goes beyond simply assigning job titles and hoping things flow smoothly. “This is a customer service business at its core, and we want our people to embody professionalism with a sense of energy and fun,” says Patti Higgins, Senior Vice President at Parktown Living.
Ryan Perez, Executive Vice President at Capital Square Living, echoes that sentiment, explaining that her company’s core values include “people first, family fundamentals, and collective responsibility.”
### Building the Dream Team
While many residents most often interact with the front-office personnel—such as leasing agents and property managers—the true strength of a multifamily “dream team” lies in the behind-the-scenes experts who support operations.
Higgins outlines a typical operations structure as including a director overseeing an entire portfolio, backed by regional managers and specialized experts in accounting, IT, and marketing. Perez adds that an effective team should also possess budgeting knowledge, vendor relations skills, and the ability to implement leasing and marketing strategies for both the short and long term.
David Lynd, President and CEO of Lynd Living, underscores an often-overlooked but critical skill in the industry: problem-solving. “The phone doesn’t ring unless someone needs a repair or something else that needs to be fixed,” he says.
Given the repetitive nature of tasks—such as maintenance, rent collection, and keeping up with property needs—Lynd also emphasizes the importance of company culture. “If the company you work for doesn’t have a system of management, rewards, and benefits for a creative culture, everyone gets burned out,” he says.
### People Challenges
Burnout is just one of the many workforce challenges the multifamily industry faces. Retaining top talent remains a considerable hurdle, particularly within on-site teams where turnover is high. “Multifamily is a fast-paced, ever-evolving industry. Success depends on finding people who thrive in such an environment,” Higgins notes.
Lynd adds that many younger workers may not view property management as a long-term career path. “The job is not glamorous, nor does it lead to fame. Not everyone is cut out for this business,” he says.
Higgins stresses that today’s employees seek more than just good benefits—they want fulfillment, balance, and a supportive workplace culture. “Building a team today requires creating an environment where people are empowered to contribute meaningfully and grow,” she says.
Lynd agrees that supporting staff begins with leadership. “It’s important to hire solid upper-level personnel,” he notes. “The employees who come on board need to understand that the person they are working for is amazing.”
### Tips from the Experts
Hiring the right people takes more than posting job openings and waiting for candidates to apply. Perez explains that Capital Square Living actively recruits talent through multiple channels and proactively engages with potential candidates, not just those who apply directly.
Higgins adds that patience is key. “The right hire might take longer, but they also stay longer and strengthen your team,” she says.
Once employees are on board, fostering engagement is vital. At Parktown Living, that includes spontaneous team events and peer-nomination recognition programs. “The goal should be to build a culture where people feel appreciated, connected, and excited to come to work each day,” Higgins explains.
Lynd concludes with perhaps the most important point of all: success in multifamily management boils down to people. It’s the site-level employees—those who truly understand customer service and human connection—who determine whether a property thrives.
“Attracting and retaining these folks requires a positive culture and supportive environment. What matters are all the intangibles that make employees like where they work,” Lynd says.
_This article was adapted from an earlier version that appeared on ApartmentBuildings.com._
