Explore the evolving role of leaders in facilities management and learn from industry experts about essential skills, communication and technological awareness to enhance your organization's operations.
By Annika Tourlas
Today, facility managers are expected to do more than ever before, ensuring seamless operations and contribute strategically to their organization's growth and sustainability. Knowing how to navigate and balance these responsibilities effectively takes time and is often developed through years of experience, making the advice of our former and current leaders invaluable.
“It’s a very diverse field in terms of challenges that you can encounter,” said President of Vixxo Facilities Management CJ Jernigan. “It’s important that you maintain a very, very steady set of hands because, remember, we fix things here in facilities that are broken, and the pressure is on to make repairs safely, on time, and at a good value.”
Developing Facilities Management Leaders
Current leaders in facilities management have charted unique paths to reach their positions through continuous learning and the ability to adapt.
“Similar to what I did in each one of my roles, as I moved up, is that I sought out folks who I could learn from to grow personally and professionally, “said Vice President of Facilities, Energy, and Store Development at Rite Aid Catherine Barnes. “So, my advice [to emerging FM professionals] is if it’s something that they’re really passionate about and they want to learn more, seek out those in the industry with the long term experience because they’re out there and they want to see new leaders emerge.”
Established leaders play a crucial role in shaping the industry's future by mentoring and identifying emerging talent. By sharing their experiences and insights, they help newcomers develop a strong foundation.
“If you’re able to, within your organizations, partner with senior leaders,” said Steven Waxman, Past President and Charter Member of ConnexFM (formerly known as PRSM ). “Don’t operate in a vacuum; try and get exposure and the buy in from other leaders within your organization. Don’t be so siloed.”
Essential Skills for Facilities Management Leaders
Communication Skills
As professionals navigate complexities that involve coordinating diverse teams, liaising with suppliers and maintaining client relationships, conveying information clearly and effectively becomes indispensable.
Facilities management leaders must engage in constant dialogue with numerous stakeholders,
requiring tailored communication strategies to fulfill organizational goals.
By fostering an atmosphere of open communication, leaders can ensure that everyone involved in operations is aligned toward common objectives, minimizing misunderstandings and enhancing operational efficiency.
Leaders should focus on:
Active Listening: Understand concerns and feedback attentively to address needs efficiently.
Clarity & Conciseness: Deliver messages simply and directly to avoid misunderstandings.
Regular Updates: Keep ALL parties informed of developments and changes in a timely manner.
Technological Awareness and Adaptability
Technological awareness and adaptability are beneficial to maintaining a competitive advantage and operational efficiency. FM leaders should steer multi-site companies toward solutions that can sustain the ebbs and flows of operations while, hopefully, minimizing stress for everyone from the C-suite to the customers.
“I like looking for new, innovative items that are,” said Jernigan. “But I still have to be measured, [like] what does that really mean for the experience of the user of that innovative product or new technology out there? It can’t all be about saving money.”
Analyzing the true performance of innovative solutions can ensure that the investment in new technology is worth the money, the discussions and the training. For example, many multi-site companies are discussing the integration of Artificial Intelligence (AI), having to weigh out the pros and cons.
“I don’t think artificial intelligence isn’t here to stay, but I think that it is one of the many tools in your toolkit that will peak on value,” said Jernigan.
Financial Insight
Waxman's financial background and the rest of his diverse experience combined to guide the facilities program in his former role as Executive Director of Facilities at Toys "R" US.
A clear understanding of corporate finances, including a store's profit and loss statement, policy and organizations financial models, can help leaders in FM outline their priorities.
“The stores and field personnel always want their stores to look great and be the best,” said Waxman. “But obviously, the finances can only allow so much. So, as a facilities leader, you need to understand what and where’s the best place to spend the money.”
People Management and Team Motivation
Navigating the pandemic reminded everyone inside and outside the FM industry of how
important people management and team building are. Times of uncertainty or challenge can impact operations, as teams may not always have a clear sense of direction.
"You have to be able to communicate well to your team to really empower them and to motivate them to work through any challenge," said Barnes.
While innovation plays a prominent role in multi-site companies' long-term operations, it can also play a significant role in team management. Barnes, who also owns a small, discovered creative ways to support and motivate teams from a local business to multi-site companies like Rite Aid.
"If we have to change where and how we were spending due to changes in the economy, how do you know team members are still focused on the right things,” said Barnes. “Leaders need to understand what to do to keep them going in the right direction for the business."
A leader who prioritizes people management and motivation always thinks about their employees' state, asking themselves, "What can I do to help offset some of that [stress]?"
"There's life outside the four walls of work and we need to be cognizant of that," said Jernigan. "The ability for me to connect with others in a genuine way means a ton to me personally, and I think it also resonates with others."
Facilities management is being reshaped by technological advancements and emerging trends, making the need for adaptive and proactive leadership indispensable to navigate challenges effectively and harness opportunity.