In this episode of Pillow Talk Sessions, Brendan Geraghty, CEO of The Association for Rental Living, delves into the growing convergence of the Build-to-Rent (BTR) and hospitality sectors. Drawing from his background in architecture and interior design, Brendan emphasizes the need for a customer-centric approach that fosters community engagement and builds an emotional connection to brand loyalty.
Brendan highlights the ongoing shift from CAPEX (capital expenditure) to OPEX (operational expenditure) within BTR, underscoring the importance of focusing on the lifetime value of residents and buildings. The adoption of detailed operational briefs helps ensure that customer experience remains central to property management, reflecting the evolving expectations of modern residents.
One critical theme is addressing the workforce challenges in the BTR sector. Brendan advocates for better training in people skills, standardized job descriptions, and clear career pathways to attract and retain talent from the hospitality industry. Additionally, enhancing staff well-being and career development can help mitigate high turnover rates and ensure that service quality remains consistent.
The conversation also explores the differences between the UK and US BTR markets. While the US market is more mature, the UK is rapidly innovating, particularly in its deployment of technology and focus on operational efficiency. The growth of single-family rentals in the UK further reflects the sector’s diversification and adaptability.
Brendan’s insights underscore the importance of evolving the BTR model through a service-oriented mindset, ensuring that brand loyalty, community, and operational excellence drive the sector forward.
Watch the full episode below or listen to it on Pillow Talk Sessions.
