On-Site Manager (Garden) · o Updating and Auditing Marketing Sources o Processing Applications, preparing lease documents and handling move in. o Additional Outside Marketing

BANNER PROPERTY MANAGEMENT - Entry Number 8G-01

On-Site Manager (Garden): Jessica Gilbertson Emerald Pointe Apartments

CAMME Entry #8G-01 On-Site Manager (Garden)



Banner Property Management is thrilled to nominate

Jessica Gilbertson for her work and leadership as the

Property Manager of Emerald Pointe Apartments in Vernon

Hills, Illinois. Jessica’s commitment to success, superb

customer service, ability to solve problems and pilot new

initiatives and overall positive attitude make her an

outstanding member of our company as well as a true

leader for her staff and community.

Jessica, while not new to the industry, has been with Banner

since December of 2013. With each milestone she hits and

benchmark she surpasses, our team can’t believe it when

she continues to outperform herself. This approach to her

responsibilities is not only recognized by her peers but also

by the residents who can’t wait to move in!

Jessica currently manages a team of 2 (1 maintenance

supervisor and 1 leasing consultant) at this 120 unit

property. We are excited for you to visit with her so that

she can share all of the wonderful things she does for

Banner Property Management and Emerald Pointe

Apartments.



Emerald Pointe, while not a large community, has a unique set of challenges for the Property

manager. Due to the size, apart from a part time leasing consultant, running the office is a one

person shop. If you have the ability to multitask and stay cool under pressure, which Jessica

has, you will run the property without a problem. To put into perspective all that falls under

the Manager’s responsibilities, see the below list:

• Leasing of Apartments

o Handling email, phone and walk in leads as well as all follow up associated

o Updating and Auditing Marketing Sources

o Processing Applications, preparing lease documents and handling move in.

o Additional Outside Marketing

• Office Operations

o Resident phone calls and Work orders

o package management

o Renewal Generation and Delivery

o General Notices and Delivery

• Accounting Work

o Vendor Invoice Processing

o Resident Check Scanning

o Delinquency Notices and Collection Processing

o Budget Comparison and Variance Work

o Budget Preparation for

• Capital and Maintenance

o Vendor Bidding for Large Capital Expenditures

o Capital presentations with Owners

o Biannual Inspections for Preventative Maintenance

• Compliance

o All the paperwork and management that goes into the small HAP contract on the

property

o EIV Reporting and Certifications

To maintain every aspect of this and continue to hit the high marks Jessica is obtaining, she is

truly going above and beyond!

Daily Responsibilities



At Banner, yearly budgets are built by the Property Manager in Q3/Q4 for the

upcoming year with the assistance of the Regional Manager. At this time, each

and every GL code is reviewed and forecasted to see where the property can

improve, where the property has been suffering, and what we can expect on a

long term basis. To maintain the level of accuracy shown by Jessica, one needs to

cross reference all of the following:

- Notes from the Year

- Variance Reports – expected to be reviewed one a month but Jessica

reviews weekly!

- Capex Logs for the age of appliances, carpeting, windows and other bigger

purchases

- Vendor Bids for options to save money or gain new services

- The current year’s budget

Jessica has truly built a solid budget for 2015 (her first full year). When asked

what she did to achieve this, she had 2 great ideas she has implemented: an

ongoing itemized Wishlist and the commitment to be Proactive.

Budget Preparation &

Preventative Maintenance



Wishlist – In property management, interruptions are your biggest time waster.

You can come in with a clear daily action plan and have it thrown out the window

with the first resident complaint or tech issue. Jessica devised a way to stay

organized amongst the chaos by having on ongoing wishlists saved to the desktop

of her computer. As anything came to mind from her side or from her

Maitenance supervisor, it was added to the list to be reviewed later. Here are the

categories she used to keep the tasks straight:

1.) All Items to Save Energy – Jessica is huge in green living and saving money

on energy costs. As a wishlist or budget goal came into mind to generate

more revenue for the property or save the residents money, it was added

to this category.

2.) All Items to Make Our Job Easier – Need a new golf cart? Wireless

Headsets for the one person office? Postage machine to save trips to the

store? Any idea that can make Jessica and her team’s jobs easier was

added to this list. Jessica was one of the first people to sign up for the

CAA tradeshow for this very reason. She is always keeping her eyes

peeled for the latest and greatest in the industry.

3.) All Items Specifically Geared to the Residents

With this list on hand at all times, Jessica doesn’t go into

CapEx and Budget meetings cold. She know what she has

been interested in for the past year!



Being Proactive – The commitment to be proactive for residents works in tandem

with the preventative maintenance program. Jessica is a firm believer of not

waiting for her residents to tell them something is wrong but rather seek it out

and fix it. As they perform their regular unit inspections, Jessica and her

Maintenance supervisor make a laundry list of all maintenance requests that need

to be completed. To some this is opening a can of worms but the staff has found

that it provides them with:

- Greater resident retention (even with renewal rents growing)

- Better grasp on expenses

- Better grasp on quality of apartments and the age of the components

Taking this approach, Emerald Pointe has seen huge increases in work orders

From 2013 to 2014 Trending into 2015

Work Orders went from 595 to 996

(67% increase)

Work Order submission continuing to

grow (Up 44% YTD)

Preventative Maintenance

A large part of the preventative maintenance program is the Annual inspections.

As previously mentioned, Emerald Pointe does their Annual inspections a little

different that most communities. Most will try and knock them out in a couple of

days. Emerald Pointe take a couple of months to go through the whole property

due to the intensity of the search. Since there is one full time office and one full

time Maintenance Supervisor, this method works out the best.

Jessica did work with Brian, her Maintenance Supervisor, extensively on the full

preventative maintenance schedule. Take a look at the full schedule on the

next page.





Current Marketing Efforts by Emerald Pointe:

- ForRent.com Online Listing Subscription

- Rent.com Easy Pay Online Subscription

- Craigslist Posting

- Exterior Signage and Curb Appeal

- Active on ApartmentRatings.com

- Listing on Corporate Website through PSI

- Resident Referral

Social Media – Emerald Pointe is currently not utilizing any social media. Due to

the overall satisfaction the residents have for this property, the need to fill this

need is finally coming to fruition. Along with the Director of Marketing for

Banner, Jessica will be set up with the following accounts:

- Facebook Page (optimized for SEO)

- Twitter

- Instagram

- Pinterest

- Business Listing Sites (Google+, Yelp, Foursquare, etc)

As we start the campaigns, the success will rely on the engagement with the

residents along with hard figures for Likes, Followers, Tweets, and Pins. Since we

have no goal in mind in terms of lead generation while starting out, the goals will

have to be self-driven. Jessica has expressed excitement in kicking this off.

As you can see, Emerald Pointe has a very light Marketing Load at the moment.

We have been maintaining very high occupancy and rent growth through our

limited sources. On the next page are some Property Statistics.

Marketing & Social Media

All Leads are being

tracked through

PopCard with an

aggressive follow up

schedule and

recorded and scored

with Leasehawk TPA



Lead Conversion

Timeframe Jan through June 19th 2014 Jan through June 19th 2015 (YTD)

Leads 425 Leads 368 Leads

Shows 150 Shows 115 Shows

Conversion 35% Lead to Show Conv. 31% Lead to Show Conv.

Leases 12 Leases 20 Leases

Conversion 8 % Show to Lease Conv. 17% Show to Lease Conv.

Renewals

Past 12 Months Avg Renewal Rates $1051 up to $1082 (3% growth)

Renewal Retention Rate 55%

Other Property Stats

Avg Occupancy 2013 (Pre Jessica) 95.30%

Avg Occupancy 2014 97.78% (up 2.6%)

Avg Occupancy 2015 98.02% (up 0.3%)

Vacancy Loss 2013 (Pre Jessica) $14,344.74

Vacancy Loss 2014 $6,818 (down 52.5%!)

Revenue Per Unit (Avg Inplace Rent *

Occupancy)Jan 2014

$996

Revenue Per Unit June 2015 $1,083 (up 8.73%)

NOI 2013 (Pre Jessica) $731,079.30

NOI 2014 $774,487.60 (up 5.94%)

NOI Trend 2015 Currently Up 13.21% from Last Year



Banner is a proud client of Satisfacts Resident Surveys. We

utilize the Insite Work Order survey tool, Unclosed Traffic

survey tool as well as the Move In survey tool to gather

important feedback from our residents after each and every

key event. Banner has had wonderful results as a whole and

at Emerald Pointe specifically.

Year to date, Emerald Pointe has received an average score of

4.33 (out of 5 pts) on for Move Ins. With each review that is

submitted, Property Managers use the feedback to improve

their service and resident retention.

Other Resident Retention/Satisfaction Tools Banner Utilizes

are Secret Shop with Ellis and Leasehawk Call Scoring:

Phone Scoring YTD – Jessica has an average score of 96.97%

Secret Shop – Jessica continually scores over our 90 point

benchmark

Resident Satisfaction/Retention



Jessica has accrued quite the course and assignment transcript

since starting with Banner in December of 2013 (over 6 pages).

Therefore, below is a summary of her accomplishments.

- Up to date on:

o Fair Housing

o Sexual Harassment

o Workplace Safety

o Leasing and Customer Service

o Professionalism in the Workplace

o Leadership Training and Management Financials

o Basic Maintenance and Pest Control

- Jessica has completed a total of 201 Courses, Assignments,

and Challenges in Vision!

- Average Score 97.5%

Banner uses Gracehill and Vision as a Leasing

Management System to keep our teams up to date and

track all employee education and certifications. As a

supervisor, Jessica is not only responsible for her own

coursework, both those of her team members. Customer

service is very much a team effort at Banner.

Employee Training



Having shown time and time again that she is a team player, works

within a budget and personifies the Banner way of managing a

community, we at the corporate team have been finding new ways to

push Jessica and attempt projects we never planned or budgeted for.

We plan to:

- Approve a higher budget for Jessica to be able to hold more

resident events so that we can increate retention and resident

appreciation.

- With that approved budget, she is planning on creating an

incentive program with local businesses and restaurants for her

residents.

- Jessica always provides solid feedback when testing products. We

plan to use her and Emerald Pointe as a test property to create an

in house SEO Optimized Website. Most sites we are using, we are

paying more than we need to justify here. A site on WordPress is

doable with the aid of a capable site manager.

- Banner plans to head into more “Greener” initiatives with

esignatures and online leases. Jessica is very passionate about

green living and will be our beta property for this endeavor

Future Initiatives for Jessica

Thank you for taking the time to get to know Jessica Gilbertson and Emerald Pointe!

Documents

On-Site Manager (Garden) · o Updating and Auditing Marketing Sources o Processing Applications, preparing lease documents and handling move in. o Additional Outside Marketing