Prospects can use self or virtual tours to see apartments and residents can schedule maintenance requests. ![]() The Arlington, Virginia-based REIT piloted a program with no staffers on site at its 238-unit Kanso Twinbrook (pictured above) in Rockville, Maryland. "Just because you're closing on the weekend, it's not hurting your business." An experiment in MarylandĪvalonBay Communities has gone a step further. "We have case studies that show you are not losing any revenue, you are not missing out on leases, your occupancy is not dipping and your rent growth is exactly where it was before," Belousov said. With maintenance, Pegasus will rely on a "hub-and-spoke" system with a technician devoted to a property, while everyone else will be in a centralized pool. "The folks that we have on site are managing relationships for current residents and prospects and reenvisioning how we interact with our prospects, the community that we build and the programs that we have," said Yakov Belousov, executive director of operations for Pegasus, based in Alpharetta, Georgia. In the centralized model, the manager and assistant managers will move offsite and support multiple properties. In each case, the company is leveraging self-guided tours and virtual interactions. Pegasus Residential, a property management firm, is testing three staffing models – a five-day workweek, a four-day workweek and a centralized staffing platform – at its communities in an attempt to right-size operations for the future and move its employees away from working on weekends. "It's way too much anxiety that comes with doing all of it all online."īut two years into the pandemic, it's hard to find workers to staff properties, and many apartment managers are centralizing operations, hoping to cut costs and increase resident satisfaction. ![]() "From now on, I would always try to be in person and be able to see in person," Connon said. Although the process was seamless and the founder of ParamountQuote Insurance Advisors was happy with his selection, he would have still preferred meeting a flesh-and-blood leasing agent. Tim Connon, 30, relied on online 3D visualizations to pick an apartment when he moved to Nashville in 2019. And there are plenty of renters who want to see apartments, sign leases and schedule repairs with a firm handshake.
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