The term “multi-tasking” may have been coined to describe property managers: their line of work requires its practitioners to know a little something about nearly everything, to have an impeccable demeanor, lightning-quick problem solving skills, and of course the patience of a saint.

How then, are these people identified, hired and put to task? The answer is twofold: some people are born with these extraordinary skills, and some acquire them from years of experience. Either way, the list of skills property managers use to keep residents and board alike happy and day-to-day operations of a homeowners association (HOA) running smoothly include an unprecedented ability to organize, coupled with attention to detail that would leave Martha Stewart reeling.

Nuts and Bolts

According to Rick Fry, a principal with RCP Management in Princeton, the diverse alliance of skills that come together to make a good property manager can be divided into a basic hierarchy—parts of which are put into practice every single day, while others simply make the job easier when unforeseen crises arise.

The first set of skills covers the absolute basics: reading, writing, and simple arithmetic. According to Fry, while it may seem obvious, good writing skills and the ability to easily translate one’s thoughts onto paper or e-mail is an important tool good managers put to use all the time. A managing agent unable to communicate clearly in writing will find him—or herself frustrated, and will likely frustrate his or her clients as well.

Paul Santoriello, PKM, the president of Taylor Management in Morristown, and chairman of the Community Associations Institute (CAI)’s Political Action Committee agrees. “You need to have the ability to communicate. That is what we do—we don’t cut grass, we don’t hammer any nails; we are the great communicators. We communicate with everybody from the unit owner to the board to the vendors to the municipalities. So strong verbal and written communication skills are a must for a good manager.”

In addition to certain very basic skills, Fry feels that it’s incumbent upon managers to have a very strong understanding of their community’s physical plant: the basic structure of the units that make it up, their HVAC networks, electrical schema, and so forth. A manager doesn’t need to know how to reassemble a boiler from scratch, says Fry, but someone with a good working knowledge of how that boiler operates can converse more confidently with contractors and repair and maintenance professionals. A knowledgeable manager also knows just who to call if something goes wrong and needs work, and can tell repair technicians exactly where the problem lies.

People Persons

Given that such a large part of any involved manager’s day is taken up with face-to-face interactions with the people who live in an HOA, good interpersonal skills are a must for any successful property manager.

According to Fry, a manager needs “a strong ability to empathize when you’re being confronted sometimes by angry people who aren’t angry with you, per se, but with the situation.” Managers facing upset, sometimes hostile residents or homeowners have to develop a thick skin—without becoming jaded or inured to the plight and problems of others.

“They way you treat others is a direct reflection of the pride and care you take in your job,” says Santoriello. “You have to be understanding, and be a leader rather than a follower.”

Running the Show

Along with the most obvious things, like being able to write well and knowing where the electric meters are located—and the less obvious, like being a good, empathetic listener, a manager should also know his or her way around an office and should have a passing understanding of administrative, legal, and financial issues.

“A manager must have the ability to read and understand financial statements and how statements relate,” says Fry. “How a balance sheet relates to a budget comparison, for example.”

“You may not be a CPA,” says Santoriello, “but you have to be able to understand and read financial spreadsheets. And obviously administrative skills are important, along with solid computer skills, and a basic understanding of applicable laws and legislation.”

In addition to all this, Santoriello says he feels that certification is important for property managers as well.

“It’s something I believe is very important that we want to work toward in New Jersey. I am very much in support of this being a requirement for all individuals who manage community associations. They should have certification from a governing body.”

The breadth and depth of a manager’s understanding of various issues sometimes depends on the size of the community or development they’re managing. Managers in smaller firms often find themselves wearing more hats than one working for a huge company with hundreds of agents.

By David Garry

Carnahan Property Management services Woodland Hills,West Hills, Calabasas, Canoga Park, Tarzana, Reseda, Topanga, Encino, Northridge, Van Nuys,North Hills,Chatsworth, Sherman Oaks, Studio City, North Hollywood, West Hollywood, San Fernando Valley, Granada Hills, Mission Hills, Simi Valley, West Lake Village, Agoura,Toluca Lake, Valley Village, Burbank. Call us at (818) 884-1500 and check if we can service your area.