How can you tell whether the on-site property manager at a condominium or homeowners association community is doing a good job? And what is “a good job”? Whether a manager is well-liked and whether he or she manages well may not be the same thing. How do you distinguish one from the other?
Such questions arise whether an association’s board of directors hires the on-site manager or contracts with a property management firm that employs the on-site manager. The major difference is that management firms assume responsibility for periodic performance reviews of on-site managers, although some firms involve their clients in the review process.
If your board hires the manager directly, resources exist to help ensure that your performance-review process is fair and accurately measures his or her performance.
Performance Review Consultants
For a fee, your association can tap into the resources of a consulting firm that will provide forms you can use or adapt, and manage the paperwork and record-keeping. One such vendor is ADP TotalSource, a subsidiary of payroll-processing firm ADP (Automatic Data Processing, Inc.) that provides human-resources services and benefits programs.
“We’ve been with them since the mid-2000s. Everything we use either came from them or was developed through them. We tweaked their program specifically for every position we hire for,” says Tom Smith, senior managing director of Atlantic | Pacific Management, Inc., in Boca Raton and Bay Harbor Islands. With 550 employees, his firm manages more than 14,000 units in 75 condo associations, plus another 8,000 rental units in 15 multifamily buildings.