This chapter dives into the day-to-day management of Harbor Yards, specifically the roles and responsibilities of Patrick and his property management team.

Tenant relations

Keeping tenants happy is a primary role for Patrick’s team, which means handling tenant requests and work orders promptly and efficiently.

In commercial buildings like Harbor Yards, most of the interactions between the property management team and tenants occur through the office managers of the tenant companies. These office managers serve as the liaison between the tenants and Patrick’s team, ensuring that communication is streamlined and that tenant needs are met swiftly.

In addition to handling requests, Patrick’s team is also responsible for ensuring that rent payments are made on time. This involves not only collecting payments but also addressing any issues that may arise, such as payment discrepancies or disputes.  Patrick’s team utilizes both email and a dedicated tenant app to keep tenants informed about important building updates, events, or any changes that might affect them. This communication platform is also used to disseminate critical information during emergencies, ensuring that tenants are always in the loop.

Moreover, Patrick’s team works closely with Adam to continuously enhance the tenant experience. This collaboration is aimed at identifying areas where the tenant experience can be improved, whether through upgrading amenities, offering additional services, or streamlining existing processes.

Maintenance, security and cleaning

Maintenance, security, and cleaning services–the operational backbone of Harbor Yards–all fall under Patrick’s purview.  He oversees a team of onsite staff responsible for the day-to-day upkeep of the building, which includes coordinating tenant requests and work orders with the engineering and maintenance team (e.g., if a tenant complains the AC is not working).

Security and cleaning, while essential to the building’s operation, are typically provided by third-party contractors. Patrick is responsible for hiring these vendors, negotiating contracts, and ensuring that they are properly insured. One of the ongoing challenges Patrick’s team faces is managing vendor Certificates of Insurance (COIs)–ensuring vendors are compliant with insurance Harbor Yards’ requirements–which can be an incredibly costly mistake if not managed properly.

Leveraging the proptech ecosystem

Given the operational complexity of Patrick’s job–and of the entire commercial real estate ecosystem–Harbor Yards will leverage a “stack” of best-in-class technologies to help make the team and the building more efficient.

Specifically they’ll be sourcing solutions across the following categories:

• Tenant experience app – amenity connectivity, room booking
• Energy management – ESG targets
• Leasing management – tours, lease progress, rent roll
• Access control – mobile credentials, visitor management
• Leasing marketplaces – search availability
• Occupancy data – space usage, renewal likelihood
• PMS / work orders – rent collection, budget management

In the course we’ll break down each of these categories in more detail, and discuss some of the leading solutions in the market today as well as the nuances proptech companies need to understand for selling solutions to Adam and the rest of the team.

Investing in ESG initiatives

In today’s commercial real estate landscape, Environmental, Social, and Governance (ESG) initiatives have become increasingly important, and for Patrick and his team at Harbor Yards, investing in these areas is not just a trend but a strategic necessity.

Tenants are increasingly prioritizing sustainability in their office spaces, with many companies seeking to align their real estate footprint with their own ESG goals. By investing in green building practices, energy efficiency, and other ESG-related improvements, Patrick and his team can meet tenant needs and demand, making Harbor Yards more attractive to current and prospective tenants who value environmental responsibility.

Beyond meeting tenant expectations, investing in ESG initiatives opens up opportunities for Harbor Yards to access tax credits, rebates, and grants designed to incentivize sustainable practices. These financial benefits can significantly offset the costs of implementing ESG initiatives and improve the building’s overall financial performance. Additionally, by adhering to governmental mandates, such as New York City’s Local Law 97 (LL97), which requires buildings to reduce their carbon emissions, Harbor Yards can avoid costly fines and potential increases in insurance premiums. This proactive approach not only ensures compliance but also positions the property as a leader in sustainability, making it eligible for impact investment funds that prioritize ESG outcomes over traditional Internal Rate of Return (IRR) metrics.

Investing in ESG also helps mitigate reputational risks, which can have long-term implications for both the property and its stakeholders. As public awareness and scrutiny of environmental issues grow, properties that fail to meet ESG standards may face backlash from tenants, investors, and the broader community. By taking a leadership role in sustainability, Patrick and his team can protect Harbor Yards’ reputation, ensuring it remains a desirable and competitive property in the market while contributing positively to the environment and society.

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