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Resident managers run luxury residential towers like five-star hotels

Special to the Daily News

Sunday, August 15, 2004

Southwest Florida's demand for luxury high-rise property is creating a growing need for full-time resident managers. Not highly visible to the public, these licensed individuals are considered by many owners as valuable assets and part of the amenity package offered by developers.

Byron Stuver earned his Community Association Manager's license upon moving to Florida in 1989. After working in property management in the Fort Myers area for several years, Stuver joined WCI as a resident manager. His wife Betty joined him to manage the office as his administrative assistant.

The Stuvers' first year with WCI was dedicated to opening Sorrento, a 72-unit tower in The Colony Golf & Bay Club. After turning Sorrento over to the homeowners association, WCI asked the Stuvers to move to Trieste, a 106-unit tower in Naples' Bay Colony.

"Some resident managers prefer the challenges involved in opening up a building and others favor daily routine maintenance, which includes collaborating with a board of directors after the building is turned over to the association," said Stuver. During the opening process, Stuver enjoyed working closely with Trieste's board of directors and other owners. During season, he also meets monthly with the board to review the $1.3 million annual operating budget he is responsible for. "We also discuss active projects and review bids for upcoming ones," he said.

The focus of opening a tower revolves around the "decorator-ready" residences. Owners from out-of-town who are having their residence decorated by an interior designer rely upon the resident manager to coordinate the contractors' work schedules. In a typical day, Stuver unlocks the units that are scheduled for design work and locks them at day's end. Twice a week he conducts a walk-through inspection of each unit.

In addition, Stuver takes phone calls from owners who are inquiring about the progress of their residence as well as the tower amenity areas.

The resident manager oversees each contractor's work to make sure no damage occurs, rules are followed and to assure that contractors and employees are working in the proper locations within the building. For insurance purposes, Betty Stuver maintains the licensing, insurance, liability and workers' compensation paperwork on file.

Similar to what occurs in a single-family home closing, Stuver and the builder walk through the tower and create a punch-out list. He then reviews the list with the general contractor and the developer every two weeks until all issues have been resolved. "The owners have high expectations that the building will be maintained in like-new condition," said Stuver.

"The majority of our high-rise residents are or have been successful professional people accustomed to hiring and directing employees to manage their business. They contribute their business expertise to running the building," he said.

At La Scala in The Colony Golf & Bay Club, Resident Manager Joe Loiacono and his wife Isabella consider themselves public relations agents for the building. "We keep the owners updated on everything that happens here," he said. "You have to be personable, customer-service oriented and ready to assist for longer than the typical eight-hour work day."

La Scala is a 24/7 operation with Loiacono's day officially beginning at 7 a.m. He is available anytime for an emergency and is always accessible by cell phone.

"My main concern is the integrity of the building and the welfare of the owners," said Loiacono, who compares himself to the captain of a ship. And like any good captain worth his salt at sea, Loiacono takes great pride in being at the helm.

"I consider this building to be my child," said Loiacono, who advises that start-ups can be challenging. "I was here when it came out of the ground. The project manager, John Hawkins, hired me and we've been working together ever since."

Loiacono comes well-prepared for the demanding position. He was CEO of a Manhattan advertising and marketing firm for 27 years. When he retired from the firm, he opened several restaurants in New York and one in Texas.

Even though he considers start-ups challenging, Loiacono delights in wearing different hats and utilizing his organizational and people skills during the process. "Dealing with different designers and contractors, developing a budget and a maintenance program and working with the general contractor to handle the finishing touches and warranty work uses all the skills I have developed over my diversified background," he said.

As a senior project manager for WCI's Tower Division, John Hawkins has been hiring resident managers for the past four years. "Resident managers play an important role not only because they represent the developer to everyone who comes into the building, but also because they are the liaison between the developer, residents and prospective clients," he said.