Page 68 - COO

Senior Living Case Studies

Quality plus Quantity
While improving the performance of and repositioning 36 Senior
Living Communities with an asset value over $350M, Anthony
Santiago devised and tested a methodology and applied a set of Anthony, heard Château had rented every apt we refur-
management principles that standardized the evaluation of, and bished. Th at’s awesome!! Speaks volumes to your guidance
investment in, under-performing Communities. Th e methodology and knowledge to make positive things happen. From
focuses on improving operational effi ciencies; NOI/EBITDA issues; one contractor to another they can’t pay you enough.
Human Capital selection, training, and retention; marketing tour External General Contractor
to conversion ratios; physical plant; marketing and PR campaigns;
regional management; and implementation of productivity and service enhancing information technology.
Problem:
Four under-performing communities (Jackson MS, Erie PA, Buff alo NY, Farmington, CT): average revenue per occupied
unit just under $3,500 per month, combined occupancy 70.5% against a 90% target, negative cash fl ow and/or below-stan-
dard NOI.
Action:
Intensive on-site engagement to understand the problem and ‘right the ship:
1: Discovery: Human Capital & Resident Interviews
2: Assessment by SMEs: infrastructure, operations & resources, short- & long-term plans
3: Action plan: budget, resource allocation, timeline, clearly defi ned division of responsibilities
4: Implementation, follow-up strategy including re-inspection date & key metrics/targets

Anthony thank you! You have been a needed Follow-up: Return as needed for re-inspection to ensure NO slippage and to
bridge any delta
catalyst, visionary, energizer bunny to help take
our team to the next level. You have a rare gift . At Result:
the end of the day, what you do is help a team cre- Occupancy average 93% (3.25 months)
ate and develop that sustainable success model Jackson, MS: 67% to 94% (3 months)
that lasts and performs long aft er you have left Farmington, CT: 78% to 92% (2 months)
to help the next team. You are an inspiration Buff alo, NY: 65% to 90% (6 months)
and on behalf of the whole team, thank you!
Executive, Large IL REIT Erie, PA: 72% to 95% (2 months)
Annual NOI increase over $10M/year.

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