Sonya Bryant-Brown has been the property manager for The Rail at Red Bank, a 57-unit mixed-use community in the West Side neighborhood of Red Bank, New Jersey, since it opened in 2022. 

A 20-year veteran of the industry, Bryant-Brown recently received the Property Manager Award of Excellence in the New Jersey Apartment Association’s Garden State Awards. Judged by a panel of peers and industry experts from New Jersey and beyond, the achievement distinguishes Bryant-Brown as one of the most exceptional property managers in the state, according to the NJAA.

That recognition is something the CEO of the property’s developer, Red Bank-based Denholtz Properties, thinks is well deserved.

“Sonya has been vital to all of our success at The Rail at Red Bank,” said Steven Denholtz, CEO of Denholtz Properties. “Her work ethic, dedication and responsiveness to residents have made her an indispensable part of our team.”

Here, Bryant-Brown talks with Multifamily Dive about the importance of responsiveness, how she communicates with residents and her steps to hiring the best people.

This interview has been edited for brevity and clarity.

MULTIFAMILY DIVE: What are some of today’s biggest challenges for property managers?

SONYA BRYANT-BROWN: For me, I would say the stability of long-term residents. Today’s clientele is more subject to change and move more often than in past years. 

I would also say the market is becoming unobtainable and unsustainable to the average renter, which is one of the reasons I feel there is more movement at renewal for lower rates and specials.

How do you overcome obstacles?

I try to maintain a clear understanding of each resident’s needs so our team can deliver high-quality service tailored towards their specific expectations. Since the market has been difficult for the average renter in recent years, it’s important to show residents that you genuinely want to make their experience the best it can be.

Many property managers are dealing with high rates of turnover among their staff. How do you find and retain workers?

In many years of management, I have not experienced a high turnover in staff. That is partly because I do not rush my hiring process. I interview very uniquely. A formal style does not seem to always suit the needs of the asset and management. 

I tend to complete an initial phone interview and if selected, ask for a second interview for the applicant to spend some time with me during a regular workday. You will get to know a person much better than sitting asking textbook questions. 

Part of the reason you were recently recognized is for your “responsiveness” to residents. How have you been able to maintain that?

I communicate with my residents by knowing each of their preferred contact methods. I pride myself in getting to know each resident’s direct need for communication by placing a memo on each account as a reminder. I also utilize my company’s platform of e-blast communication through RentCafe.