PROPERTY MANAGEMENT INSIGHTS FROM COLLIERS' AMANDA FOSS

Written by: Jake Lord & Amanda Foss

The Real Estate Management Services (REMS) team at Colliers | Columbus provides comprehensive property management, facilities management, accounting, reporting and building operations services to owners, investors and occupiers across Central Ohio. Throughout every phase of the property management process, the team places clients’ interests first by combining responsive service, operational efficiency and market expertise to maximize long-term asset value.

Real estate management requires both technical expertise and a strong understanding of tenant relationships. While asset performance is often measured through financial reporting, the Colliers | Columbus REMS team also considers the factors that help preserve value over time, including tenant loyalty, responsiveness to service requests, regular communication, operational consistency and opportunities for collaboration between managers, owners and tenants. By pairing best practices with genuine care for clients and building occupants, the team helps reduce turnover, control operating costs and strengthen a property’s reputation in the market.

To gain additional insight into the evolving property management landscape, the Colliers | Columbus Research team spoke with Amanda Foss, Director of Real Estate Management Services, about how technology, operational standards and tenant expectations are shaping the future of real estate management.

How can property managers better leverage advancements in technology and AI to improve operations?

Amanda indicated that property managers can better leverage technology and artificial intelligence by using these tools to streamline routine administrative and operational tasks. Functions such as lease administration, invoicing and work order management can often be automated or improved through technology, allowing management teams to spend more time on higher-value responsibilities that require professional judgment, relationship-building and strategic oversight.

AI-driven analytics are also becoming increasingly useful for predictive maintenance, budgeting and portfolio-level decision-making. By analyzing building data, service trends and historical performance, property managers can more effectively anticipate maintenance needs, improve budget accuracy and identify operational risks before they become larger issues. These tools can help owners make more informed decisions while supporting stronger building performance over time.

Technology also plays a growing role in enhancing the tenant’s experience. Smart building systems, tenant-facing platforms and digital service tools can improve communication, reduce response times and create more efficient experience for occupants. At the same time, AI and technology can strengthen risk management by improving compliance tracking, reporting and documentation. According to Amanda, the goal is not to replace property management expertise, but to enhance it. When implemented thoughtfully, technology allows property management teams to deliver better outcomes for owners, occupiers and tenants.

How are operational excellence standards shifting for property management this year?

Operational excellence in property management is shifting toward greater standardization, transparency and proactive service delivery. Amanda noted that owners increasingly expect management teams to provide real-time reporting, predictive maintenance strategies and measurable performance tied to clear key performance indicators rather than relying on a reactive management approach.

As expectations continue to evolve, owners are looking for property management partners who can deliver consistency across portfolios while still responding to the unique needs of each asset. This requires clear reporting structures, efficient communication, strong vendor oversight and the ability to connect day-to-day operations with broader ownership goals. Property management is no longer viewed only as a building maintenance function. It is becoming a strategic service line that directly influences tenant retention, asset performance and long-term investment value.

Tenant experience and risk management are also becoming core operational priorities. Buildings that are managed proactively are better positioned to retain tenants, control costs and respond to changing market demands. Throughout 2026, technology enablement and portfolio-level consistency are becoming baseline expectations rather than competitive differentiators. Ultimately, operational excellence is defined by transparency, scalability and the ability to align property operations with ownership objectives.

How have tenant expectations of property management shifted in the past year?

Over the past year, tenant expectations have continued to shift toward more experience-driven, flexible and technology-enhanced property management solutions. Amanda indicated that tenants are no longer focused solely on occupancy, maintenance and basic building services. Instead, businesses are increasingly evaluating buildings based on how well they support the employee experience, workplace flexibility and collaboration.

This shift is especially important as companies continue to define the purpose of the office in a hybrid work environment. Tenants are seeking properties that offer adaptable shared spaces, wellness-oriented features, convenient amenities and responsive management teams that help create a positive workplace experience. As a result, the office is becoming more than a functional place to work. It is increasingly expected to serve as a destination that supports culture, productivity and employee retention.

For property owners, this means that management quality can have a direct impact on the competitiveness of an asset. Responsive service, strong communication and thoughtful building operations can help tenants feel more connected to the property and more confident in their long-term occupancy decisions. As tenant expectations continue to evolve, property management teams that combine operational discipline with a hospitality-oriented mindset will be best positioned to support both tenant satisfaction and asset value.