Property & Facility Managers: Unsung Heroes of Built Environment

Published by    Dr Daniele Gambero | Propenomist on   June 03, 2024

We live, for almost 90% of our lives, in a world of structures that houses our offices, schools, hospitals, and homes, within many more. The built environment is the stage and backdrop of our lives, where we work, learn, have fun, and create memories. Yet, how often do we pause to consider the efforts of an almost invisible army that keeps these spaces safe, clean and perfectly operational?

What at our end is taken for granted, such as clean and safe environment where our home is, or a shining lobby of the office tower where we work, till the perfectly maintained and efficiently managed environment of our preferred shopping mall, needs a wide range of skills by the property managers in charge and the whole team of housekeepers, security guards, technicians, admin, and many more!

It resembles one of the simplest actions we repeat many times in a day, turning a tap on and get water out of it. As simple as it could appear, it needs the effort of many people with different skills to make sure that it will never fails!

Who really are these unsung heroes, never complaining and always ready to run the extra mile to make sure the property under their responsibility runs perfectly? They are the masterminds of functionality, the invisible wizards ensuring that the gears of our built environment turn as smoothly and punctual as a Swiss chronometer.

One Head With Many Hats

Let’s explore their daily areas of work and proactive action to better understand who they really are and learn how to appreciate their invisible but very important contribution to the wellbeing of the built environment!

The Invisible Masterminds

Property & Facility Managers are the silent orchestrators of our daily interactions with buildings. They ensure that equipment and systems making buildings synchronised with our presence, from HVAC systems to plumbing, electrical grids to fire safety protocols, are perfectly efficient and optimised in their output. Property Managers expertise goes beyond mere maintenance SOPs; they optimize, troubleshoot, and innovate the built environment.

The Guardians of Comfort

From smooth access to carpark and building, to room temperature, lights, and quality of air remember that there is always a property manager behind it. PMs fine-tune the indoor climate, ensuring that occupants remain comfortable at any given time, doesn’t matter the external weather condition. Their work prevents indoor temperature spikes, leaky roofs, or flickering lights.

Sustainability Champions

In an era of environmental consciousness and climate action, Property & Facility Managers champion sustainability. They explore energy-efficient lighting, water-saving fixtures, and eco-friendly materials to bring a positive impact into the buildings under their responsibility.

The Crisis-Solvers

When a pipe bursts, an elevator stalls, or a power outage strikes, Property & Facility Managers move into action. As captain of a ship in a bad storm, they’re the calm and coordinate repairs, communicating with tenants, and restoring order. Their ability to handle crisis is what makes them different and strategically important to every building and community!

The next time we step into an impeccably maintained lobby or enjoy a hassle-free restroom break, take a moment to appreciate the invisible hands that make it all possible, and silently send a big thank you to Property & Facility Managers, the unsung heroes who keep the built environment safe and running.

Property Managers, Multi-skilled Professionals

As we can imagine, to rightfully wear so many hats as above, transitioning from leaders to technical expert, financial savvy, and effective communicators Property & Facility Managers need to develop and master a wide range of skills. Below is a closer look into the main ones, for the readers to add in, in case any is missing!

Leadership and Team Management

Property and Facility Managers, like captain of a ship, lead maintenance teams, security personnel, housekeeping, administrative personell, human resources and more. Their leadership skills are instrumental to a positive and proactive way of working, with motivated team members in a cohesive working environment.

Team Building: Property and Facility Managers recruit, train, and manage people, creating a skilled and efficient workforce.

Conflict Resolution: Whether it’s mediating arguing situations among team members or addressing tenant complaints, they handle and resolve conflicts with diplomacy and good communication skills.

Technical Proficiency

Most Property & Facility Managers are well-versed in the technical aspects of building maintenance and operations. Their knowledge goes beyond the basic 1O1 handyman skills.

HVAC and M&E Systems, or the art of understanding Electrical, Plumbing, heating, ventilation, and air conditioning systems. This is a critical skill needed for maintaining comfortable environment in all areas of the building.

Risk, Fire Safety and Security Management are areas where Property & Facility Managers must ensure compliance with safety regulations and emergency protocols, and continuously assess risks threatening the building under their purview.

Financial Savviness

Managing budgets, cash-flow, forecasts, and financial planning are integral to the role of a Property & Facility Manager. They must have the knowledge to manage resources efficiently while keeping costs in check.

Budgeting and funds allocation for routine maintenance, repairs, and upgrades is a monthly duty that must be completed on time and efficiently.

Cash Flow Management, the nightmare of most Property & Facility Managers, is the art of balancing income and expenses ensuring smooth operations and periodical maintenance are carried on, and all residents, tenants, and visitors keep on having the best possible experience.

Vendor Selection & Purchasing Negotiations is where our managers negotiate contracts with service providers to get the best value out of all engagements with external vendors.

Effective Communication Skill

Property and facility managers are the bridge between tenants, owners, and contractors. Their communication skills are paramount.

With Tenant they address concerns and complains resolving issues with calm and polite discussion followed by remedying action. During emergencies, such as power outages, fire, or natural disasters, clear and calm communication is vital, and they provide it.

Problem Solving Ability

Property & Facility Managers are the magicians of problem solving. From quick decision-making, when a pipe bursts or an elevator malfunctions and time is the essence, to handling unexpected situations faced by adjusting plans as needed, or cold & analytical thinking needed to diagnose issues and finding immediate practical solutions, they must always be very cool and have the right reply or idea.

Time Management and Prioritization

Their to-do list is never-ending. Effective time management matched with prioritisation skill ensures urgent repairs take precedence over routine tasks, while preventive maintenance scheduling is the ability to plan to prevent major breakdowns.

In summary, Property & Facility Managers are the heroes of the built environment able to blend technical expertise, financial acumen, leadership, and problem-solving skills. Their ability to efficiently manage these multiple responsibilities keeps our built environment functioning seamlessly and our experience within it the best possible!

From Unsung Heroes to Super Heroes with Digital Transformation 

The rise of digital transformation is revolutionising and easing the way these multi-skilled professionals operate, helping them enhancing efficiency, communication, and overall services quality.

In the next few paragraphs, we will explore how digital transformation in Property & Facility Management is the game-changer for Property and Facility Managers.

It is a fact that technology, nowadays, permeates every aspect of our lives. Property & Facility Managers are finding themselves at the crossroads of innovation. The digital transformation wave has swept through the industry, offering a useful lifeline to those seeking to streamline operations, enhance tenant experiences, and elevate their professional expertise.

Gone are the day of managing datelines and shifts with spreadsheets, paper-based work orders, and manual communications. All-in-one integrated software platforms are now empowering managers to centralise and easily manage most of their tasks.

Digital solutions allowing managers to schedule preventive maintenance, track repairs, and monitor equipment performance, inventory and maintenance history, all from a single dashboard, are proven and available.

With automated work orders, managers can swiftly assign tasks, track progress, ensure timely completion, and instantaneously inform all parties, included the tenant, on the progress and completion.

In a business environment, tenants expect prompt responses and efficient service. Digitalised work-order bridges the gap between managers, technical team, and tenants allowing reporting issues, requesting services, and receiving real-time updates. Managers can address and resolve concerns in real time.

Digital solutions provide valuable insights through data analytics. Property and facility managers can make informed choices based on real-time information tracking energy consumption, occupancy rates, maintenance costs, and much more. This data informs strategic planning, improved budget control, and real-time updates.

IoT Sensors help detecting leaks, temperature fluctuations, fire hazards, triggering immediate alerts, as well as people flow in the building, occupancy and much more. All these information is automatically managed by the digitalised platform helping the Property & Facility Manager to make faster and more informed decision.

Embracing digital transformation in Property & Facility Management isn’t just about tools, it’s a mindset shift that is positively transforming the way real estate is managed.

Property Managers staying updated on technology trends and industry best practices, achieving a digital fluency, and adapting to new innovative digital solutions, enhance their professional credentials and elevate the outcome of the daily work towards excellence.

The secret is to expand the knowledge and ServeDeck is here to help all Property & Facility Managers in the knowledge growth process, in showing them what digitalised solutions can do, and finally in the adoption journey. Property & Facility Managers, you will never walk alone again and, no one will be left behind!

 

ABOUT THE AUTHOR

The opinions expressed in this article are solely of the author, Dr Daniele Gambero.

Dr Gambero has been an expatriate to Malaysia from Italy, since 1998 and has more than 35 years of real estate experience. He is the co-founder and group CEO of REI Group of Companies, the Co-founder of Propenomy.com and the president of the Malaysia Proptech Association.

In the past 10 years Daniele, as international and TEDX speaker, has engaged several hundreds thousand people talking about Property, Economy, Propenomy, Digital Marketing and Motivation. He is also a bestselling author and columnist on several magazines and main stream media. You can reach him directly through his LinkedIn page here.

 

 

 

 

 

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