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Transforming Operations and Resident Experience at The Lofts on Post Oak
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.
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.
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.
Managed by RISE’s Houston HOA management team.
A Building That Loves to Gather
Unique Property
Challenges
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.
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.
The Lofts on Post Oak · A RISE-managed community
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.
Implementing 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.
Strengthening 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.
Developing 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.
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See the RISE Difference What Partnering with RISE Includes
- A dedicated community manager who knows your community
- Financial statements by the 15th, in-house, accrual basis
- Same-day callbacks and 24/365 emergency availability
- The RiseShield master insurance program