Student Housing Business

SEP-OCT 2018

Student Housing Business is the voice of the student housing industry.

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September/October 2018 MANAGEMENT 58 Make people the priority We want to prioritize the people who are interacting with our residents each day. This is everyone from our mainte- nance team to property managers. You need to make sure that the staff is well trained in their responsibilities. That they have the resources in place to effectively fulfill their responsibilities and that they are receiving the proper support that they need from their supervisors. When this is implemented and prioritized, the results show. Residents are happier because they are receiving a great consumer experience. The employees are happier because they are trained, recognized and coached to be the best they can. When you make people the priority everything else falls into place. Never too early to prepare for turns Every year I hear horror stories across the industry of properties that had a horrible move-in experience because of a poor turn. I also hear stories of amazing experiences at move-in. The difference between those two outcomes is the preparation that takes place at the property to prepare for that huge task. People will ask, 'when should we begin to prepare for turns?' My answer is always, 'now!' Turn was just completed in the last few months and most properties have 10 months until the next turn. Begin now by holding a meeting with your staff to analyze what went well and what can be improved upon. Then begin making plans to make the next turn even better. Expect the unexpected Student housing is an amazing industry. Even after 10 years, I am still surprised by something new. Each day brings new chal- lenges, opportunities to learn and unexpected events. We prepare all employees to expect the unexpected. We ask our teams to get together and role-play worst-case scenario events, then during these meetings, the staff can bring up unexpected situations and the team can work together on how to overcome them. Role-playing as many scenarios as you can will help your team be better prepared for those unexpected challenges. ERIC BERG Executive Vice President of Operations, Redstone Residential Managing the 'no show' factor When a property starts signing leases 10 to 11 months prior to move-in, it is critical for the staff to stay in contact with those future residents, especially for the leases that were signed prior to spring break. We begin identifying 'no shows' as early as April by sending out lease confirmation letters and even by launching email and social media campaigns. Taking the time to identify these individuals who may not move in allows the property to gain knowledge an plan how to backfill the bed to another student during the course of the leasing cycle. If managed correctly, your 'no shows' should be minimal and manageable. JULIE BONNIN COO, Asset Campus Housing FOR THE LEADING STUDENT HOUSING EVENT OF THE YEAR! The entire student housing industry will come together April 8-10 in Austin at the eleventh annual InterFace Student Housing conference, the industry's most important and well-attended event. Over 1,300 top industry players are expected to attend and participate! Heather James-Wyrick 404-832-8262 hwyrick@f rancemediainc.com R E G I S T R A T I O N & G E N E R A L I N F O : Richard Kelley 914-468-0818 rkelley@f rancemediainc.com Tim Tolton 404-832-8262 ttolton@f rancemediainc.com S P O N S O R S H I P & S P E A K I N G O P P O R T U N I T I E S : w w w . i n t e r f a c e c o n f e r e n c e g r o u p . c o m ELEVENTH ANNUAL APRIL 8-10 2019 JW MARRIOTT AUSTIN S A V E T H E S E D A T E S S T U D E N T H O U S I N G I N T E R F A C E P r o d u c e d B y S t u d e n t H o u s i n g B u s i n e s s , I n t e r f a c e C o n f e r e n c e G r o u p A N D F r a n c e M e d i a

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