Key takeaways
Lessons from 20 years in building operations
- Build a quality team and trust it. No one can manage a large portfolio alone. Train your people, delegate, and give them room to figure things out.
- Make a business case for every change. Energy and cost savings matter, but never at the expense of tenant comfort, and the newest technology is not always the best choice.
- Hire for soft skills. Technical skills can be taught. Customer service and communication are harder to teach, and they make operators the face of the company.
- Follow up in person. Even when you can adjust a system from your office, visiting the tenant shows you listened and confirms the fix worked.
- Daytime cleaning can win people over. Tenants who opposed it at first became its biggest fans once cleaners could address their concerns face to face.
About the guest
RG
Ryan Giesbrecht
Regional Operations Manager, GWL Realty Advisors
Ryan is a regional operations manager with GWL Realty Advisors, overseeing properties across British Columbia. He joined GWL as a temporary building operator in 2004 with a fourth class power engineering certificate and worked his way up through senior operator, operations supervisor, and operations manager roles. He co-chairs GWL’s Western Canada sustainability committee.
Episode summary
In this episode
Ryan Giesbrecht came into building operations from the Vancouver Park Board, where he drove a Zamboni and looked after an ammonia plant. He started at GWL Realty Advisors as a temporary operator in 2004 and has spent more than 20 years growing with the company.
He explains how he manages a regional portfolio by building strong teams, how operations has shifted toward service contracts and new technology, and how GWL balances energy savings with tenant comfort. He also shares GWL’s experience pioneering daytime cleaning in Vancouver.
Ryan discusses tenant retention in a competitive market, GWL’s sustainability goals, what he looks for in a janitorial partner, and the coaching book that shaped how he develops people.
Chapters
- 0:00Introduction
- 1:28About GWL Realty Advisors
- 2:22Ryan’s path into operations
- 6:30Why he has stayed 20 years
- 7:46Key qualities
- 9:44How operations has changed
- 12:12Managing a regional portfolio
- 13:58Hiring and the talent gap
- 17:25Balancing tenant needs and costs
- 19:11What he looks for in new hires
- 21:57Technology in operations
- 24:27Education and daytime cleaning
- 30:36Challenges in today’s market
- 32:17Sustainability goals
- 36:45Choosing janitorial partners
- 39:15Dream property
- 40:25Book recommendation
Jump to a chapter (17)
- 0:00Introduction
- 1:28About GWL Realty Advisors
- 2:22Ryan’s path into operations
- 6:30Why he has stayed 20 years
- 7:46Key qualities
- 9:44How operations has changed
- 12:12Managing a regional portfolio
- 13:58Hiring and the talent gap
- 17:25Balancing tenant needs and costs
- 19:11What he looks for in new hires
- 21:57Technology in operations
- 24:27Education and daytime cleaning
- 30:36Challenges in today’s market
- 32:17Sustainability goals
- 36:45Choosing janitorial partners
- 39:15Dream property
- 40:25Book recommendation
From the conversation
Transcript excerpts
I think the key to any kind of management is to making sure you have a quality team…
Ryan GiesbrechtPlay from 0:00
We want to save energy, save costs… the balance is trying to make sure we’re doing that without sacrificing tenant comfort…
Ryan GiesbrechtPlay from 0:32
Just because it’s the newest technology doesn’t mean it’s the best move forward.
Ryan GiesbrechtPlay from 0:49
Curious whether daytime cleaning fits your building?
We’ll walk your building with you and send a written cleaning scope and price. Free, no obligation.
Read the conversation
Full episode transcript
Show transcript
Paste the edited transcript here.
FAQ
Questions about this episode
What did GWL learn from daytime cleaning?
Some tenants pushed back at first, but many became strong supporters once the program was running. Tenants could point out problem areas to cleaners directly, so small issues got fixed every day, and a Saturday deep clean covered the rest.
What does Ryan look for in a janitorial company?
A company that can handle the size of the work being tendered, delivers quality, and works as a true partner. He sees building operators and janitorial teams as a property manager’s left and right hands.
What book does Ryan recommend?
Thank You Coach by Angus Reid, a former BC Lion. Ryan says its lessons on coaching and getting the best from a team apply directly to developing building operators.
More episodes from the podcast
Adam Ludgate of Cirkuit: How Smart Sensors Are Changing Building Operations
Adam Ludgate of Cirkuit explains how wireless sensors catch water leaks within minutes, why insurers are starting to pay attention, and where older buildings should start.
Marty Connelly: 45 Years of Family, Integrity & Condo Management Leadership
Marty Connelly shares what 45 years of family-run condo management in Calgary taught him about responsiveness, hiring, and keeping a personal touch across 100+ properties.
Maria Bartolotti: Resilience, Leadership & Building One of Calgary’s Leading Condo Management Firms
Maria Bartolotti of New Concept Management on nearly leaving the industry, educating condo boards, preventing burnout, and recruiting Alberta’s next condo managers.