The Keys to Multifamily Career Success

Listening, Learning, and Leading: Industry Experts Share Top Takeaways for Multifamily Success

What does it take to thrive in the unique environment of the multifamily industry? In a recent webinar, Apartments.com’s Marcia Bollinger, senior vice president of multifamily, sat down with leaders from across the industry to explore their professional journeys and key insights.

Unlikely beginnings

Whether today they serve as directors, vice presidents, or CEOs, most leaders in the multifamily industry share a common origin story. Rather than planning to work in the multifamily industry, they came across the opportunity by chance and then worked their way up from roles in the leasing office.

“I was looking for an apartment,” said Melissa White, managing director and partner at Perennial Properties.

At the time, she was working in a hospital as a respiratory therapist.

“Someone said, ‘You would be great at this. Do you want to do it?’”

For Tony Sousa, it took forays into a variety of fields — including acting, teaching, catering — before he found his place in multifamily, starting as a leasing consultant.

“I didn’t frankly expect to be in this industry,” Sousa said, “but I ultimately wanted a discount on my apartment to save for my wedding.”

Today, Sousa is the vice president of marketing relations for RPM Living.

The personal connection

Throughout the professional careers of these multifamily leaders, strong interpersonal relationships played an essential role.

“Relationship building in this industry is key,” said Jennifer Staciokas, president of Western Wealth Communities. “It’s a people-first culture.”

These interpersonal relationships span employees, vendor partners, and residents.

Sousa recounted the “surprise and delight” program he helped launch to elevate the resident experience.

“We would actually allocate dollars to our site teams to spend to surprise and delight a resident in an unexpected way,” Sousa said. “This is a whole different paradigm shift in customer service. There’s a chord that gets struck, and it really means a lot.”

Career-changing advice

What advice helped transform the careers of industry leaders? LuAnne Acton Ross, executive vice president of Asset Living, said she may not have continued in property management if it hadn’t been for the blunt but vital feedback she received from a supervisor early in her career.

“Your goals are great; your methodology is not,” Ross’s supervisor told her, explaining that she was alienating the three groups she needed on her side: residents, employees, and vendors.

“I had to sit back and think about it,” Ross said. “She was right.”

For Jamie Gorski, chief experience officer for GID-Windsor Communities, the insight that moved her career forward was about taking initiative.

“It’s choice, not chance, that determines your destiny,” Gorski said. “I would  wait for people to choose me for a role or a position to come up. I should have made choices sooner instead of waiting for things to happen.”

Wisdom for the next generation

Looking ahead, today’s leaders offered their top tips to the next generation.

“The best leader is a listener,” said Laurie Lyons, vice president of client services at Pegasus Residential. “Because it’s your people out there that are really going to execute. So you need to listen to them. What’s going on? What issues are they having?”

Lisa Taylor pointed to the importance of education. It’s imperative to stay informed and keep learning, said the senior managing director for Greystar Client Services, Build-to-Rent and Single-Family Rental.

“If you’re best in class today and you learn nothing,” Taylor said, “you’re not going to be best in class tomorrow.”