Profile of a Condominium Manager

Gabriela Shand, R.C.M.
Senior Property Manager

Responsibilities: Provide services to 49 condominium corporations, including common element, commercial, vacant land, phased and standard condominiums; assist, advise and guide board of directors with their responsibilities and duties; assist with by-laws, rules, Section 98 Agreements, Declaration amendments; prepare yearly budgets; assist with preparation and distribution of AGM notices, attend and assist the boards at the AGMs; prepare and supervise contracts for maintenance and repairs of properties; hire, train and supervise Assistant Property Managers and Administrators; review monthly financial statements, payables and receivables; mediate disputes between owners, boards and developers; hold educational seminars for directors under our management

Characteristics required for success: Care, diligence, patience, dedication, common sense, open mind and willing to learn

Share a success story: One of our units in a high-rise condominium had a kitchen fire at 2 am. The night security guard noticed the unit smoke alarm activated, knocked and since there was no answer, the guard entered the unit to investigate. He found the resident sleeping on the sofa and a pot of food burning on the stove. Fortunately, there was no injury to the resident nor major damage to the unit.

Further investigation revealed that this was the third such occurrence. Apparently, the resident would drink excessively and sometimes would start cooking in the middle of night and fall in a deep sleep with the food still cooking on the stove. Each incident was discovered in good time by the diligent security guard who fortunately took the responsibility to keep an eye on the unit during his patrols.

The board and staff was aware that the resident was an alcoholic, however, since there was no damage to common elements or residents, nothing was done. As the new manager of the property, I took the initiative to contact the resident’s family and we successfully convinced the resident to seek help. With the support of his family, the resident lived in the same building for several more years without any further incidents.

Share a tip that would be helpful for new managers: Never respond immediately to a negative email, phone message or letter. Don’t take it personally. Step away, proceed with another task and return to it a bit later. Consider whom it is from, review their concern thoroughly and find out the cause for their negative attitude. Find a solution or an explanation to their concern and take the time to inform them patiently and professionally. If possible, ask a colleague or supervisor to review your response.

Always keep in mind – the sender may be just a misinformed owner today and may become a well-informed board member tomorrow.

What does ACMO mean to you? ACMO is my resource of knowledge. A way to keep in touch with our industry standards and my motivator to strive for better. ACMO is my means of learning from this industry’s leaders and giving me the opportunity to learn from and be in touch with contractors supporting the condominium field.