By moving routine office work to a central, AI-supported team, Daniel Management Group is giving its on-site staff more time for what matters most: the resident experience
This year, Daniel Management Group has made one of its biggest operational changes yet. The Chicago-based multifamily firm moved the routine work of running a property out of its management offices and into a centralized team.
“A big push we’ve made this year is moving towards a more centralized model,” said Roger Daniel, President and Founder of DMG. “The idea here is that the wrote, repetitive and administrative tasks that a lot of property managers historically have done have been moved to a centralized team.”
That team is overseen by people and supported by AI. DMG now relies less on any one property manager to keep every process running, and residents get the same experience at every community. Here’s what that looks like day to day.
The leasing back office runs through one team. Applications, processing and approvals now go through the centralized team instead of each leasing office. Work that once filled an on-site manager’s day is handled the same way across the portfolio.
On-site teams are back in the community. Without the paperwork, property managers have time to host regular events and bring common areas like rooftops, lounges and fitness centers to life. They can follow up with prospects and current residents. They spend less time behind a desk and more time at the property. “That gives me more time in dealing with current residents, prospects or people outside the door,” said Alvin Alvarez, property manager. “So, I can always reach out to them at any time, and usually it comes back with a positive note.”
Residents know who to call. When one property changed management, Property Manager Crystal Hernandez made a point of introducing herself and her team to every resident. “I just basically made sure that I introduced myself to everyone, that way they had a clear opportunity to contact me,” she said. Residents with parking, building, or maintenance questions could reach her directly. Her team followed up with a farmer’s market on the rooftop deck, where Chicago vendors set up shop and residents got to know the DMG team.
DMG sees the payoff in trust and in residents who choose to stay. “We really think this helps with retention and improves our experience on site,” Daniel said.
Centralization at DMG isn’t about removing the human side of property management. It’s about protecting it. By letting a central team and smart tools handle the routine work, DMG gives its on-site teams room to do what technology can’t: know their residents and make every community feel like home.