
How to Optimize Staffing Levels in Multifamily Apartment Communities: Balancing Cost-Effectiveness and Service Quality
Jun 1
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Striking the perfect balance between cost-efficiency and service excellence is essential when managing multifamily properties. By evaluating staffing needs and implementing robust training programs, property managers can foster an environment that benefits both residents and staff alike.
Managing a multifamily apartment community, whether it consists of 50 units or spans a portfolio of 5,000 units, presents a unique challenge: maintaining exceptional service standards without exceeding labor budgets. Right sizing your staffing model is critical to achieving operational efficiency and ensuring resident satisfaction.
Determining the optimal staffing levels requires careful consideration of several factors. The size of the property, the range of amenities offered, and the specific needs of residents all influence staffing requirements. By thoroughly analyzing these elements, property managers can develop a strategic staffing plan that supports smooth operations and meets service expectations effectively.
Labor costs often represent 30–50% of controllable expenses in property management, making them one of the largest operational expenditures. Furthermore, your team plays a pivotal role as the community’s public face, handling leasing, maintenance, resident retention, and daily interactions. Ensuring the right staffing structure and training programs can significantly impact both the financial performance of your property and the satisfaction of its residents.
Too few staff result in resident complaints, maintenance delays, and negative reviews.
Too many staff lead to inflated payroll, decreased NOI, and unnecessary overhead.
Let's explore how to optimize staffing levels to find the ideal balance between cost-effectiveness and service quality.
The Nitty Gritty.
Step 1: Evaluate Property Size and Complexity
There isn’t a universal model. Begin with a straightforward assessment of your property:
Unit Count: More units typically require more staff, but efficiency can increase with scale.
Layout: The needs vary between garden-style, high-rise, and scattered site properties.
Amenities: Features like pools, gyms, elevators, and package lockers need attention.
Demographics: The service needs of a community of young professionals differ from those of seniors or students.
Typical Staffing Levels for Properties Based on Unit Count, Conventional and Purpose-Built Student

To determine standard staffing levels, here are typical staff numbers based on conventional property unit count:
Less than 100 Units: 1 Maintenance Staff, 1 Property Manager (Consider adding a part-time worker for office support in case of staff absence or weekend coverage requirements.)
100-200 Units: 2 Full-Time Maintenance Staff, 1 Full-Time Office Staff (Title Determined by Company), 1 Full-Time Property Manager
200-300 Units: 3 Full-Time Maintenance Personnel (potentially two technicians and a porter), 1 Full-Time Leasing Agent (or 2 Part-Time Leasing Agents), 1 Full-Time Assistant Property Manager, 1 Full-Time Property Manager
Below are the typical average staff numbers based on the student property unit count, generally determined by including part-time staff and/or one full-time staff member for every two part-time staff. Additionally, keep in mind that you are accommodating twice the number of residents in student properties, which means double the rents and a need for more staff.
Fewer than 100 Units/Up to 200 Beds +: 1 Full-Time Maintenance Staff, 1 Part-Time Maintenance Staff, 1 Part-Time Leasing Agent, 1 Full-Time Assistant Property Manager, 1 Full-Time Property Manager
100-200 Units/Up to 400 Beds +: 2 Full-Time Maintenance Staff, 1 Part-Time Porter, 2 Part-Time Leasing Agents, 1 Full-Time Assistant Property Manager, 1 Full-Time Property Manager
200-300 Units/Up to 600 Beds +: 3 Full-Time Maintenance Staff, 3 Part-Time Leasing Agents, 1 Full-Time Leasing Agent (or 2 Additional Part-Time Leasing Agents), 1 Full-Time Assistant Property Manager, 1 Full-Time Property Manager
300-400 Units/Up to 800 Beds +: 3 Full-Time Maintenance Staff, 1 Part-Time Porter, 4 Part-Time Leasing Agents, 1 Full-Time Leasing Agent (or 2 Additional Part-Time Leasing Agents), 1 Full-Time Leasing Manager, 1 Full-Time Assistant Property Manager, 1 Full-Time Property Manager
Step 2: Evaluate Workload and Performance Metrics
Review actual workload to fine-tune staffing. Useful metrics include:
Work Orders per Unit per Month (WOM)
Average Completion Time for Work Orders
Units Leased per Month per Leasing Agent
Calls/Emails per Day per Office Staff Member
Turnover Rate and Time to Turn Units
Pro Tip: If one leasing agent is fielding 50+ calls daily or work orders are backlogged, you may be understaffed. If KPIs are met easily, there may be an opportunity to consolidate.
Step 3: Use Tech and Outsourcing Strategically
One key challenge in optimizing staffing levels is finding the right balance between cost-effectiveness and service quality. Reducing staff might seem to save costs but can harm resident satisfaction and increase turnover. Conversely, overstaffing can stretch your budget without necessarily enhancing service quality. Achieving the right balance is crucial for operational efficiency and delivering outstanding service.
Technology can supplement (not replace) team members:
Self-guided or virtual tours free up leasing agents.
AI chatbots and CRM systems reduce manual follow-ups.
Online portals for rent, service requests, and renewals reduce front-desk pressure.
Outsource after-hours maintenance or weekend leasing to part-time or third-party vendors.
Tools to Consider:
AppFolio, Yardi, or Entrata for automation
HelloPackage, Luxer One, or Amazon for smart package handling
TaskRabbit or temporary staffing for overflow labor needs
Step 4: Adjust Seasonally and Based on Occupancy
Adjust staffing according to demand:
Peak Leasing Season (Spring/Summer): Hire temporary or seasonal leasing agents to manage increased foot traffic.
Slow Seasons: Concentrate on renewals and resident retention with a leaner team.
Lease-Up Phase: Employ short-term staff to handle showings and onboarding. Utilizing Operations or Traveling Leasing Specialists who can be shared among properties may reduce full-time salary and travel expenses in these situations.
Step 5: Maintain Service Standards Through Training
A smaller team doesn't necessarily result in lower service quality—cross-training employees can enhance flexibility. Investing in employee training and development is a strategic way to enhance service quality without substantially increasing the number of staff. By providing ongoing training opportunities, you empower your team to excel, address challenges efficiently, and deliver outstanding customer service. Well-trained employees can increase productivity, reduce turnover, and create a positive community atmosphere.
Train leasing agents to handle resident issues.
Teach maintenance techs to assist with grounds or make-readies.
Use morning stand-ups and task management tools to prioritize daily workflows.
Pro Tip: Always measure resident satisfaction (via surveys or reviews) as a proxy for service quality.
Balancing the Equation: Cost vs. Experience
Factor | Cost-Effective Move | Service Quality Move |
Leasing | Use self-scheduling tools | Provide personalized follow-ups |
Maintenance | Prioritize preventive maintenance | Offer 24-hour response time |
Office Operations | Implement online systems | Maintain a live-answer phone policy |
Resident Experience | Outsource events or concierge services | Deliver consistent, in-person support |
Keep in mind that these are general guidelines, and the specific needs of your property may vary based on factors such as age, amenities, and resident demographics. Adjust staffing levels based on workload and provided amenities for optimal efficiency.
The cornerstone of successful staffing in multifamily communities is data-driven decision-making and strategic planning. Regularly review workload metrics, utilize advanced technology, and provide comprehensive training to your team. When executed effectively, you can minimize labor costs while maintaining the high-quality service residents expect.
Optimizing staffing in multifamily communities is an ongoing process requiring careful evaluation of various factors. By assessing your property's unique needs, implementing robust training programs, and balancing cost-efficiency with service quality, you can foster vibrant community residents are proud to call home.
For deeper insights, consider creating a staffing efficiency matrix or conducting a time audit to identify hidden inefficiencies. With these strategies in place, you can take action and watch your multifamily property thrive.
If you require help in identifying your asset needs, please contact us. We are here to assist you!
DC & Mox
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