Florida Realty Investments

Anthony Santoro

Maintenance Leadership Authority

Leading maintenance and renovation operations in a fast-paced environment has taught me that success is built on people first and processes second. Over the past several years, I have managed teams of approximately 15 individuals, and one of the most valuable lessons I have learned is the importance of patience and communication. Every team member brings a unique personality, skill set, and working style to the job. Understanding how to work with those differences, rather than against them, creates a stronger and more productive team.

Mistakes are inevitable in any operation, especially when managing multiple projects, vendors, and deadlines simultaneously. What matters most is how those mistakes are addressed. I have found that fostering an environment of honesty and open communication allows issues to be identified and corrected quickly, often without conflict or unnecessary delays. My leadership philosophy is simple: manage people the way I would want to be managed. By treating team members with respect, providing clear expectations, and maintaining accountability, I have been able to build trust and consistency throughout my career.

When it comes to balancing operational priorities, efficiency is one of the most critical factors in our department. While equipment reliability and safety are always important considerations, our day-to-day success depends heavily on how effectively we manage information and respond to client needs. Accurate and timely reporting from the field allows us to make informed decisions, allocate resources appropriately, and optimize performance for our clients. The faster we can identify challenges and implement solutions, the greater value we provide.

Building and retaining high-performing maintenance teams requires a leadership approach that combines fairness, consistency, and genuine listening. I believe one of the most overlooked leadership skills is the ability to understand and address team members’ concerns. Employees want to know that their voices are heard and that their contributions matter. At the same time, leaders must be willing to make difficult decisions and maintain standards without creating unnecessary friction.

My educational background in psychology has been particularly valuable in helping me understand team dynamics and maintain a level-headed working environment. Whether managing employees or coordinating with subcontractors, relationships play a significant role in achieving successful outcomes. Anyone who has worked in maintenance or construction understands that subcontractor management can be challenging. However, establishing strong relationships, maintaining open communication, and creating mutual respect often leads to better workmanship and fewer issues throughout a project.

Technology is also transforming the maintenance and renovation industry in significant ways. In large-scale renovation projects, technology has increased transparency and accountability by allowing property owners and clients to clearly see the scope of work being performed and the value they are receiving. Digital reporting, project tracking, and documentation tools have already improved communication and efficiency across the industry.

Looking ahead, I believe artificial intelligence will have an even greater impact. AI has the potential to streamline proposal development, generate more accurate project scopes, improve scheduling and timeline forecasting, and enhance overall client satisfaction. By reducing administrative burdens and improving decision-making through data analysis, AI will allow maintenance and operational leaders to focus more of their attention on execution, quality, and customer service.

For professionals aspiring to build successful careers in maintenance and operational leadership, my advice is straightforward: take initiative, care about your work, and never stop learning. I began my career with Simple Solutions as a dispatcher and quickly recognized opportunities to improve processes and streamline operations. Those efforts were noticed by our owner, Carissa Lawhun, who provided opportunities for growth and leadership.

Oftentimes, younger professionals are hesitant to show how much they care about their work. In reality, passion, pride, and accountability are qualities that separate future leaders from the rest. Be proud of your accomplishments, but also be willing to own your mistakes and learn from them. Leadership is ultimately about setting the example for others, clearly communicating expectations, and maintaining a commitment to quality. I often tell the subcontractors I work with that if they take pride in their craftsmanship and consistently deliver quality work, success will follow. The same principle applies to leadership: focus on doing the job right, and the results will take care of themselves.