Gold Circle 奖 Profile: 2018 Property Management Professional of the Year 希瑟Holderman [Part 2 of 2]

在过去的几年里，你看到你的建筑租户调查得分有所提高. Can you share any advice with other property managers about ways to improve tenant relations and overall satisfaction?

从决策者层面培养与租户的关系, 设备经理和行政团队.  All these roles are critical to our success because each independently influence the perception of our service.  我们保持个人联系，而不仅仅是电子交流, 我们力求灵活变通，尽可能预见到他们的需求，或在任何可能的情况下予以适应.  Often it is the smaller gestures that don’t really have a financial impact that are the most memorable for a tenant.  我们试图成为租户的业务合作伙伴，而不是路障, 我们所提供的任何服务，只要能提高他们的效率，对所有相关人员都是一种双赢.

在您的领导下, 你的租户可以利用租户设施，包括一个艺术展览项目, 新装修的健身中心和大堂, 还有一个社区健身竞赛项目. Can you share some predictions about new tenant amenities we’ll be seeing over the next ten or twenty years?

The amenity race will continue to evolve based on how occupants are utilizing their space and the type of culture they are looking to create at their places of business.  We see a lot of tenants looking to create a community within their corporate culture and a stronger emphasis on working in teams.  Programs that property managers can offer to promote a strong sense of community and be perceived as play or fun and are simplistic, 会继续演变吗.  It has been suggested that even a 10-minute work break playing ping pong with a colleague fosters more creativity.  这对员工来说很有趣，对雇主也有好处，生产率更高.

另外, any services that are easily accessible electronically via a cell phone application and prepared in advance or automatically to mitigate time waiting for services.  其中一些应用程序现在已经存在，比如订餐应用程序, but similar applications from a building managed café or coffee kiosk as well as tailored delivery methods directly to the individual occupants.  业主和管理者可以在哪里提供这些项目, the overall perception of how the building is managed and the benefits it provides individual building occupants will be extremely positive.

你在你的大楼里赞助过哪些更有创意的慈善活动?

我们最好的一些表彰活动是支持“地球一小时”和“地球日”.  虽然我们支持的所有慈善组织都是为了提高人们的意识, we have the unique opportunity to showcase all the inherent features of the building that directly impact the environment.  Our engineering team has constructed a model of the building with small pumps that demonstrates the infrastructure of the rain water harvesting system.  This is personal to our tenant base because they are learning about the physical features of the building they work in and it opens a dialogue for how they can contribute as individuals.  We also hosted an ice bucket challenge for one of our anchor tenants in support of one of their employees suffering from ALS.  我们还通过练习爬楼梯来支持囊性纤维化基金会, which is a building wide effort and requires an intense amount of coordination to host a successful event.

What are some challenges you believe commercial building property managers should prepare for in the years ahead?

致密化与技术. The office layout with large perimeter offices dominating the window line are in the process of phase out.  Many office buildings were originally constructed to accommodate these historical layouts without considering new trends such as open ceilings for greater ceiling heights and sound attenuation.  Heating and cooling systems will be particularly challenged and demand for smaller spaces to conduct periodic confidential tasks or more formal meeting space will shift to the building owner to provide.  The infrastructure for an office building will also drastically change with less usable space allocated to house paper files or law libraries in exchange for digitized versions.  一个具有高度安全冗余的健壮的远程/数据系统将成为一种需求.  此外，还有一种转变，即转向更智能的建筑，这些建筑可以通过应用程序运行，并且可以“读取”居住者的行为.  例如, turnstiles that individually identify an occupant by their smart phone and grant access without swiping a badge or checking in, 在对个人进行登记后, 在不同的时间为他们各自的工作区域准备工作照明和热舒适. Examples of personal touches such as utilizing GPS functions on cellular phones to determine individual’s proximity to the building and then automatically pre-ordering coffee from a building café that is prepared and paid for upon that individual’s arrival.  The coordination of such items without compromising core building functions will be a challenge to overcome.

在你成为博马/十大网赌靠谱网址平台会员的过程中，哪些经历对你来说最突出?

博马/十大网赌靠谱网址平台 is a strong advocate for issues impacting buildings owners and managers and it has been impressive to watch the success of that advocacy over the years.  I’m also impressed by the effort to engage in new initiatives such as MBCx and energy efficiency and educate members on methods that they may not have exposure to otherwise.  同样令人欣慰的是，我可以依靠博马/十大网赌靠谱网址平台作为影响我们行业事务的十大网赌靠谱网址平台.

你最喜欢的博马/十大网赌靠谱网址平台活动是什么?为什么?

托比奖.  你所有的同事, 甚至是你的竞争对手, 以这样一种方式聚集在一起，在行业中促进善意和真正的同志情谊. It’s a great opportunity to acknowledge the efforts of other buildings and their team members and it serves as motivation to be the best you can be in your respective roles.

您有什么建议给我们的新兴领导人吗?

奉献精神和强烈的职业道德.  这两种品质永远不会过时.  即使结果不是最优的，或者答案是错误的, 当一个人付出110%的努力时，总会得到认可.  表明你关心并从经验中学习，这样一个人才能继续发展, 最重要的是, 对你所做的事情充满激情将确保长期的成功.

鉴于你的成就, 在你的职业生涯中，还有什么事情是你迄今为止还没有完成的?  

I would like to have a greater awareness of how our foreign counterparts approach the industry and how their culture impacts how they do business.  未来的目标是通过博马/十大网赌靠谱网址平台或在我自己的组织内参与委员会. I would also like to obtain the prestigious TOBY award for our building and team that works so hard each day and are very deserving.