In 2019, RISE Association Management took over The Lofts on Post Oak, a bustling condominium in the heart of Houston. Faced with significant operational challenges, including untrained front desk staff, inadequate leasing management, and underutilized long-range planning tools, RISE implemented sweeping changes. Through the introduction of a new concierge team, enhanced leasing oversight, and detailed facility inspections, The Lofts has seen remarkable improvements in resident satisfaction, leasing cap compliance, and overall property management. This case study highlights the measurable impact RISE has made, ensuring The Lofts remains a premier residential destination.
Transforming Operations and Resident Experience at The Lofts on Post Oak
By establishing a well-trained concierge team, reducing the leasing percentage by 20%, and conducting over 10,000 annual inspections, RISE has not only enhanced daily operations but also positioned the condominium for long-term success with effective planning and maintenance practices.
20
Leasing Cap Compliance
Reduced lease percentage from 44% to 35% in two years
Reduced lease percentage from 44% to 35% in two years
100
Increased Satisfaction
Onboarding an in-house concierge team improved resident service
Onboarding an in-house concierge team improved resident service
10
Annual inspections
Implemented thorough daily inspections for improved facility management
Implemented thorough daily inspections for improved facility management
Transforming Obstacles into Achievements
Unique Property Challenges
During RISE Association Management’s takeover of The Lofts on Post Oak, several significant challenges hindered the building’s operations and resident experience. Below are three key obstacles that were successfully addressed, leading to improved efficiency and satisfaction across the board.
Poor Service Culture
The untrained and contracted concierge team was replaced, and RISE implemented proper training, creating a high-quality, resident-focused service culture.
Untracked Leasing
With no system to monitor leases, RISE audited, tracked, and reduced the lease percentage from 44% to 35%, ensuring compliance with leasing cap requirements.
No Facility Oversight
The absence of regular inspections was resolved by introducing daily inspection zones, leading to over 10,000 annual inspections for improved property maintenance and visibility.
RISE Key Solutions
By focusing on service improvements, leasing management, facility oversight, and long-term planning, RISE transformed the building’s day-to-day operations and set it up for continued success. Below are the solutions that resolved these critical issues.
Enhancing Concierge Service and Operations
RISE replaced the untrained, contracted concierge team with an in-house team, providing comprehensive training and supervision. They also developed new front desk processes and manuals to standardize service, creating a resident-focused, high-quality service culture.
Learn more about Facility ExpertiseImplementing Effective Lease Management
We conducted a full audit of existing leases, implemented a tracking system to monitor lease expirations and renewals, and reduced the leasing percentage from 44% to 35%, ensuring compliance with the condominium’s leasing cap.
Learn about the RISE Operating SystemStrengthening Facility Oversight
We introduced daily inspection zones for all common areas and amenities, conducting over 10,000 annual inspections. We also implemented annual in-unit plumbing inspections, dryer vent cleanings, and created emergency water shut-off maps and training videos to ensure staff could handle water emergencies effectively.
Learn about our Elevate programDeveloping a Long-Range Financial Plan
We used the existing reserve study to develop a Long-Range Plan (LRP), presenting multiple funding scenarios for future projects. This enabled the Board to confidently proceed with a $1.2 million roof replacement project, ensuring long-term financial planning and project management.
Learn more about Future Planning
