Behind the Scenes: How We Staff Our Property Management Company for Excellence
We knew something had to give.
Living Room Property Management had grown to the size where every team member was busting at the seams—tiptoeing on the edge of burnout. But we weren’t quite big enough to justify hiring two of everyone. We’d reached that awkward stage of growth that demanded clarity and care.
We’re not aiming to be the biggest property management company in Portland. In fact, we know we won’t be. That’s intentional. We’ve narrowed our client base so specifically that only a percentage of property owners will be the right fit. The quality of the home and the good nature of the client matter deeply to us—and they always will.
So we got to work. We whiteboarded, brainstormed, flow-charted, and finally landed on a team structure that brought us back to balance.
At the time of restructuring, we were managing a portfolio of around 400 rental homes—mostly single-family properties scattered throughout Portland and into nearby metro suburbs. Our 12-person team includes five dedicated field crew members, known as The Fixers, who make up our in-house maintenance department. That scale—and the geographic spread of our homes—demanded a team structure that could support both detail-oriented service and efficient response times.
This new setup is designed to support our clients better, streamline our roles, and—most importantly—put us back in a place where we love our jobs.
Here’s how we did it:
1. Clear Accountability for Every Home in Our Portfolio
Every rental property in our care has a designated Portfolio Manager who acts as the primary point of contact for both the homeowner and tenant. That means no bouncing around from one department to another—just dedicated care and clear accountability. Misty Ward and Flo Posadas each oversee a defined portfolio of homes, bringing expertise, compassion, and strategic oversight to their clients. Misty also lends her leadership to our Accounting and Leasing departments to ensure legal compliance and high standards are met across the board.
2. Team Members Working in Their Zone of Genius
We use tools like the Core Values Index (CVI) and the Kolbe assessment to understand how each team member naturally solves problems and what drives them to wake up every day. This helps us assign roles based on strengths—not just resumes. When people are working in their zone of genius, they not only thrive personally but provide more thoughtful, focused service.
3. A Clear Path for Prospective Tenants
For renters trying to find a place to call home, the process can feel overwhelming. That’s where Seth Emerson, our Leasing Coordinator, comes in. Seth is the holder of our inventory—he knows what’s available now, what’s coming soon, and what’s pending. He makes sure our listings are priced right, beautifully presented, and easy to schedule showings for, giving prospective tenants a warm and informed welcome to Living Room.
4. A Thoughtful Onboarding Experience for New Owners
Bringing a new home into management is a big step, and we don’t expect our clients to navigate it alone. Jennifer O’Brien supports property owners from the very first inquiry call through to lease readiness. She’s our onboarding guide—here to help digest the complexities of rental regulations, pricing strategy, and market prep with a human-first approach. Her job is to ensure clients feel supported, informed, and confident as they transition into partnership with us.
5. Dedicated Experts for Accounting and Maintenance
Some parts of property management require deep, focused expertise. That’s why we’ve built specialized departments to handle these critical areas.
- Amanda Friel, our Accounting Coordinator, keeps our trust accounts accurate and transparent. With fewer hands in the pot, we maintain clean ledgers and confident compliance for both tenants and owners.
- Shoogs Narelle, our Maintenance Manager, oversees field operations, approves homes for tenant readiness, and leads capital improvement projects with a keen eye on long-term asset management.
- Amber Bernard, our Maintenance Coordinator, supports tenants through the stress of repairs with empathy and clarity. She troubleshoots maintenance issues, communicates with property owners, and masterfully schedules vendors to keep everything running smoothly.
6. The Fixers – Our In-House Maintenance Crew
Meet our on-the-ground team, lovingly dubbed The Fixers. This crew knows Portland housing inside and out—literally.
- Christian Muganyizi and Solomon Helms, our Field Technicians, are handy powerhouses, skilled in everything from 1890s quirks to high-rise repairs. They bring experience, problem-solving, and heart to every job.
- Randall Thurman, our in-house painter, makes rental homes look their best with an eye for detail and a steady hand.
- Henry Hernandez and Matt Cada, our landscaping specialists, add a little extra love to each property’s curb appeal—ensuring the first impression is a strong one.
From Southeast Craftsman homes to Pearl District condos, The Fixers bring deep knowledge of Portland’s diverse housing stock and a shared pride in keeping our properties beautiful and functional.
7. A Hybrid Work Environment Built on Flexibility and Focus
Our team works best when we’re trusted to work where we’re most productive—whether that’s in the field, at home, or from our headquarters in SE Portland. This hybrid structure allows for both flexibility and responsiveness while maintaining a central hub for dispatch and collaboration.
8. Intentional Time for Collaboration
Weekly team meetings and quarterly planning sessions ensure we’re not just staying connected—we’re staying aligned. These collaborative touchpoints keep us focused on delivering an experience that’s both exceptional for our clients and sustainable for our team.
9. A 4.5-Day Workweek Designed for Completion, Not Burnout
Our office operates on a four-and-a-half-day workweek, giving our team protected time to catch up on admin, finish strong, and reset before the next wave hits. It’s one of the ways we maintain quality over chaos—because your property deserves a team that’s focused and well-supported.
Closing Thoughts
Our team is proudly based in Portland, and we’ve been fortunate to staff locally—something that helps us maintain the thoughtful, neighborhood-based service our clients and tenants know us for. While we do utilize some offshore support for after-hours leasing follow-up, we’ve been lucky enough to find individuals who match the boutique, high-touch feel of our hyper-local company. At Living Room, we believe thoughtful staffing is the key to exceptional property management—and that starts with choosing people who care deeply, work smart, and genuinely love what they do.
Would you like to learn more about how our team can support your investment goals?
Send us a message at https://www.livingroomrentals.com/contact/.
— Coty Thurman
