cushman gerenciamento stela hirataThe Property Management service is one of the most profitable and promising at C&W. Learn more

Leading a 500-member team, our operations director Stela Hirata is currently in charge of 100 condominiums mostly located within 9 Brazilian capitals — Porto Alegre, Florianópolis, Curitiba, São Paulo, Belo Horizonte, Rio de Janeiro, Recife, Salvador and Manaus — and Brasília. For 2015, the area intends to expand even more, achieving new projects; reinforcing the relationship of trusts with our customers; consolidating and continuously training the team and establishing a better job uniformity. “Everything through clear and straight communication, exchanging effective and productive information”, says the architect, with the expertise of 20 years as a member of the Cushman & Wakefield’s team in Brazil. Learn more about her experience in our chat below!

What is makes the C&W property management area different if compared to competitors?

Our distinction is to perceive a building in two views. The first one refers to demands and needs of occupants. The tenant, who pays the rent and the condominium fee, demands the best service at the lowest cost. The owners also desires the best service — so that their building stand out — at the lowest cost, as this adds value to the project. Now I point out the second view to be noticed: it is essential for the property to remain well valued along the time, both in commercial and competitive sense, to ensure fidelity from our tenants. This is our duty.

But how could we ensure that to the owner?

We are permanently looking forward, foreseeing future needs of the building. We need to know what is the ideal time to make any investment, permanently analyzing the most appropriate action. Despite we have 15 new technologies available, we do not have to implement all of them in the building. It is necessary to analyze the situation and use our common sense. Property defense, under a technical and accurate look, has always been a major issue at C&W. This is an important distinction for us.

And there is the daily routine in the building…

The everyday service is also very important. A kind reception, an effective cleaning, an austere but not aggressive security guard, correct distribution of mail – all of these represent our major concerns, managed by us, enabling the full operation of the project.

What is necessary for this process to succeed?

Basically to establish effective communication. Either between us and the tenant, or between us and the owner, or between our employees and our contractors. All operations should be registered — both the finished ones and those still to be concluded — in addition to how these actions were reported between the parties. I would say that 50% of our conflicts — or potential sources of disagreement or complaint — comes from unclear communication. I understand this objective as something personal for 2015: we must strive for straighter and more effective exchange of information and data.