MHN Executive Council: Tips to Manage Training for On-Site Turnover

How can you minimize employees leaving? And how do you welcome new people to the team? Our experts share their insights.

Luckily for all employers, it seems like the age of quiet quitting is mostly done with. (Phew!) However, there is always going to be some turnover of team members at multifamily communities. How can you minimize employees leaving? And how do you welcome new people to ensure that they’re well trained? The MHN Executive Council shares their suggestions.


Susan McPeak
Susan McPeak

Culture Club

The REMM Group has developed a comprehensive onboarding program with integrated, innovative programs to help reduce on-site turnover and support new team members as they grow into their roles.

Cultural Integration: We emphasize our customer-centric culture to “Go Beyond and Create Value” via teamwork, communication, creativity and accountability. We encourage new members to set goals within the company and introduce the programs we have set up to reward team members that go above and beyond.

Role-Specific Training: Service technicians, leasing consultants and on-site managers receive role-specific technical training utilizing a library of hundreds of job aids, weekly virtual training sessions and in-person workshops. Access to digital learning platforms and online training modules provide flexible learning options.

Mentorship and Shadowing: We pair new employees with experienced staff members for mentorship and shadowing opportunities. This direct experience is invaluable for understanding the day-to-day operations of multifamily management and facilitates the adaptation of new hires to the company culture and operational standards.

Weekly Team Update and Zoom Meetings: Our weekly team meetings are important opportunities for the new associates to gain knowledge, familiarize themselves with the team and integrate into the organization. —Susan McPeak, Corporate Ambassador, The REMM Group


David Meit

Train Station

In my experience, onboarding new site team members is best done through formal training and employee mentoring. Mentoring should be provided by the direct supervisor and augmented by peers. Technical training should be provided through written Standard Operating Procedures (SOP) and the company’s Learning Management System (LMS). —K David Meit, Principal, Oculus Realty


Mary Cook, president and founder, Mary Cook Associates
Mary Cook

Devil in the Details

When attracting new residents, managers and leasing agents are instrumental in highlighting what makes a property unique and desirable. If the on-site team isn’t educated about the story behind the design, they won’t be able to tell it (at least not authentically). In fact, without that insight they’re likely to make assumptions about the design, or they simply won’t talk about it at all. That’s why we include focused training for on-site staff at the finish line of each project.

The entire team—us as the interior designers, the architect, landscape architect, etc.—meets with the on-site group to outline each discipline’s contributions to the property’s conceptual positioning and design rationale. For example, the interior approach at Kilby, a multifamily community in Frisco, Texas, was inspired by the city’s railroad heritage. As such, the “Box Car Lounge” replaced the more conventional “clubroom” allocation, featuring millwork elements, accessories and specialty detailing inspired by the Texas box car. By taking the time to equip the on-site team with the rich history behind the design, they were able to bring enthusiasm and the full story to their leasing efforts. Ultimately, this reinforces the idea that the position very much informs the community’s spirit, building an authentic sense of community.

To address turnover, we fully document this training via digital recording to ensure current and future staff has access to the information. These sessions help the team meet and exceed goals and the recording ensures continuity for ongoing leasing success. —Mary Cook, President, Mary Cook Associates


Cyrus Claffey

Keep on Going

One of the most unique aspects of the multifamily industry is that it never stops. So, when training new on-site team members, they need to learn on the go. While it’s best to take a few days to have formal training, most hands-on learning with be done through shadowing other staff members and learning by doing. In order to ensure that your training techniques maintain standards, keep detailed records of your training initiatives and goals so the trainee can be measured against them. As a result, their progress can be accurately judged over three, six and 12 months. —Cyrus Claffey, Founder, ButterflyMX


Interested in joining the MHN Executive Council and sharing your insights? Email Jessica Fiur.