Untitled

UNIVERSITY OF MAKATI
UNDERGRADUATE SCHOOL
A Study of the Effectiveness of Changes in Property Management

Operations and Practices in Times of New Normal in
Cedar Crest Condominium Corporation
An Undergraduate Thesis Presented to the Faculty of the

College of Business and Financial Sciences
University of Makati
J.P Rizal Extension, Brgy. West Rembo, Makati City
In Partial Fulfillment of the Requirements for the Degree

Bachelor of Science in Business Administration
Major in Building and Property Management
Submitted by:
Almazar, Angelica
Orejas, Matthew
Puig, Janin
Roxas, Justine Rose
Sangcada, Jasmin Claire
Trompeta, Jamellah
CHAPTER I
THE PROBLEM AND ITS BACKGROUND
Introduction
Property Management operations and practices refer to all activities

that are very essential and need to be conducted and even observed in a
specific condominium building. This involves cooperation and teamwork
between the condominium corporation and the property manager together
with all the employees to make sure that all members of the organization will
perform well based on the operational plan for the everyday activities. But in
this case, this study will discuss the property management operations and
practices during the pandemic and all the adjustments they have experienced,
changes in the operations, and coping up with the current situation which is
the New Normal. The purpose of the adjustment in the operation is to still
perform all their duties and responsibilities with the same effort just like
before the pandemic and this New Normal, although there are so many
changes happening on how to manage properties, satisfying the residents
and maintaining everyone’s safety and security as well as the continuous
maintaining and increasing the value of the property is the main priority and
duty of the organization.
The cooperation of the employees and the condominium corporations

matter in planning and implementing property operations to be successful in
day-to-day operation and to perform well on every task given essentially
during the actual application under pandemic (COVID-19) up to now (New
Normal). With that situation achieving a goal for the property and
owners/tenants’ participation and effort of employees and the whole
organization in a condominium will help a lot especially on maintaining the
safety and health of everyone in the property.
Background of the Study
Property management operations and practices are the activities that
are carried out by a property manager. The operations of any property are
critical because they determine how well the property will run and how
satisfied its residents will be. And during a pandemic, properties are affected
by the changes and adjustments for the safety and satisfaction of the
residents carried out by the performance of the employees in the
organization, as well as how the property will survive. The researchers chose
this topic to find out the effectiveness of the changes in property
management operations and practices and how the employees and residents
perceive them.
The goal of the study is to determine the effectiveness of changes in
operations and practices in Cedar Crest Condominium Corporation and how it
affects the property, employees, and residents during the pandemic until this
New Normal. The researchers want to identify how the organization
approaches various techniques and strategies.
Conceptual Framework
INPUT PROCESS OUTPUT
Improvement
and uniqueness
Changes in the of the property
property Survey management
management Questionnaire operations and
operations and practices to
practices adapt in New
Normal
Figure 1
Conceptual Framework
Input (I) compose of factors that will affect the property management
operation and practices in terms of security and safety management,
maintenance management, preventive maintenance, community relations,
financial and fund management, implementation of house rules and
regulations with accordance to the Inter-Agency Task Force for the
Management of Emerging Infectious Diseases (IATF) guidelines and risk
management.
Process (P) stipulates the methodology used to gather information that will
meet the objectives of quantitative approach through survey questionnaires.
Output (O) refers to the factors that help the Cedar Crest Condominium
Corporation adjust and operate in uncertainty in improving the practices in
coping with COVID-19 Pandemic and the satisfaction of the residents to the
new and improve property management operations and practices in terms of
the management standards and practices in facing risks.
Statement of the Problem

Property management operations and practices in times of the COVID-19
pandemic. A study of how effective the property management operation is
when they change practices in Cedar Crest Condominium Corporation.
The purpose of this study is to determine how effective the Cedar

Crest Condominium change in operations and practices affect the property,
employees, and residents during the pandemic.
Specifically, this study seeks to answer the following questions:

1. What is the respondents' profile in terms of the following:
1.1. Gender;
1.2. Age;
1.3. Civil Status;
1.4. Residents; (unit owner or tenant)
1.5. Length of Stay
2. How does the changes in property management operation and practices
affect the employees performance in terms of parameters?
1.1. Age;
1.2. Sex;
1.3. Experience;
1.4. Educational Attainment;
1.5. Health Status
3. How does the changes in property management operations and practices
affect the activities in terms of the following parameters:
2.1 Availability of Amenities;
2.2 Bill collections;
2.3 Other Income Collections;
2.4 Regulations implementation;
2.5 Regular work schedules
4. How does the changes in operations and practices improve the
performance of the organization and satisfied the residents amidst the
pandemic into the New Normal in terms of:
3.1 Property Management;
3.2 Security and Safety;
3.3 Housekeeping and Sanitation of the Property;
3.4 Maintenance Services;
3.5 Risk Management
5. In reference to the New Normal Safety and Health Protocols
Implementation of the Country. How satisfying do the new practices in Cedar
Crest Condominium solve the problems in terms of the following parameters:
4.1. Management Industry Practices;
4.2. Financial Sustainability;
4.3. Resident Complaints and concerns
4.4. Legal Aspects;
4.5. Digital Transformation
6. Based on the gathered assessments, what will be the recommendations to
help improve the job performance and satisfaction between the property,
employees, and its unit owners/tenants?
Null Hypothesis
There is no significant relationship between the effectiveness in the
changes of operation and practices in Cedar Crest Condominium Corporation
to the satisfaction of its residents during the pandemic up until the New
Normal.
There is no significant difference on the performance of the
employees when grouped according to profile and there is no relationship
between the changes in property management operations and work
performance of the employees.
Scope and Limitation of the Study
This study focuses on the Effectiveness of the changes in property
operations and practices in Cedar Crest Condominium in the midst of
pandemic up to this day of new normal.
This study does not cover the changes in property operations and
practices before covid 19 pandemic.
A total of (one hundred one)101 respondents will be the target for this
study.
Significance of the Study

The purpose of this study is to determine the effectiveness of the
property management operations in times of COVID-19 pandemic. As a result,
the researchers were able to determine what are the impacts of the newly
implemented operations and practices in the start of COVID-19 pandemic and
how effective it is up to the present moment of New Normal.
The means of this study, therefore, is significant because it has the
potential to benefit and is essential to the following individuals and groups:
Unit owner/ tenants
This research study is essential to the unit owner and tenants since they will
be knowledgeable of changes of practices and operation, and also, they can
give feedback and suggestions to enhance the changes of practices in times
of the new normal.
Property manager/employee
This research can provide information that could benefit all the employees in
managing a property in times of new normal that comes in different
techniques and strategies that are important and beneficial to the
organization.
Researcher
This research may serve as an instrument for future researchers to consider

the effectiveness of the changes of property management operation in times
of the new normal.
Definition of terms
The definition of terms defines the words that will be encountered in studying
according to how it was used in the study by the researchers.
3D Registration - a new way of filling up information in the management

system.
Adaptation - It intends to establish the procedures for use by industrial

companies to reduce the negative effects of quarantine and lockdown.
Condominium - a privately owned property managed by the landlord or
property manager of the property.
COVID-19 - a kind of virus that has been spreading since 2020 that affects
the daily operation.
Changes - are the consequences of the new generation procedures and
methods at the beginning of the COVID-19 epidemic and how efficient it has
been until the current time in the New Normal.
Coping Behavior - a reliant and self-sufficient organization, as well as self-
initiated initiatives that staff members felt while dealing with the crisis'
impacts.
Challenges - a problem or tasks that a management is going to encounter.
Disaster Management - it has the capacity to deal with natural calamities,

especially natural disasters.
Digital Banking - an electronic online device that can monitor your bank
accounts in the easiest way.
Employees - in charge of what work to do and that works in return for
financial, these are the ones who are tasked to do the daily operations in the
condominium.
Engagement Practices - This practice implies that individuals living in
condominium buildings encounter more threats and problems as an outcome
of their living situation.
Expectations - serves as a property owners duty achievement.
Gender – Both male and female only.

Housekeeping - the management of duties and household affairs, they hold
the responsibility for the upkeep and maintain the sanitation of the property.
Hawa - a tagalog word of “infected”.
High-Tech - an upgraded cleaning device nowadays.
Legal Considerations - It is assessed before an epidemic has an impact on

a building, and it handles any potential legal issues that may arise.
Maintenance - a service that ensures cleanliness and safety in the property.

New Normal - emerging in response to the quickly changing pandemic
scenario, including the adoption of previously unheard-of practices like taking
one's own body temperature, setting up hand-washing stations, enforcing
physical separation, and donning masks and face shields, among others.
Operations - Identifying and implementing changes that can make the

system safe.
Pandemic - an outbreak disease that spread all over the countries.
Position - a person’s work or occupation.
Regulations - a rule that a company implemented.
Resilience - a capacity that can recover from the pandemic.
Real Estate - a land that consists of land and buildings on it.

Security And Safety - ensuring all the employees and tenants from hazards
and risk.
Satisfaction - serves as an own achievement of the management.
Sanitation Practices - to ensure individual cleanliness at an appropriate
standard, and (hence) to prevent different diseases.
Stringent Workplace - Other more essential duties of properties and
buildings management teams during a conflict that modifies the tight
execution of the rules.
Smart Management - it manages facilities more effectively while keeping
staff and citizens safe and protected as they install and deploy technology
solutions.
Tenants - a person who rented or occupied a condominium unit
Unit owner - a person that owns a condo unit.
Virtual Meetings - To safeguard both revenue authorities and taxpayers
from the COVID-19 virus, online meetings or conferences have been
conducted in an organized and consistent manner.
Work Schedules - an employee’s time and day to work in the management.
CHAPTER II
Review of Related Literature
Foreign
Property Management Practices
According to Latif, Sena, (2015). In the concept of property
management, management is defined as the coordination of resources
through the process of planning, organizing, directing and controlling in order
to attain set organizational objectives. The practice of management being
universal makes it usable across the different disciplines of an organization. It
is said that the purpose of the study is to evaluate and manage the
uncertainties a real estate development organization faces as it creates value
by the use of a disciplined approach that aligns strategy, processes, people,
technology and knowledge.
The study shows the factors leading to maintenance problems in the
selected hostels where the survey of the study occurs and is ranked by the
student respondents. The problem is classified into three factors at the design
stage which contribute to future developments of defects, construction stage
and operational stage.
Safety and Security

According to Alzubair, (2019). Safety and security systems have
received increased attention nowadays; they are fundamental aspects of
building environments that are an emerging trend adopted across critical
infrastructures. This research focuses on access control systems, CCTV
systems and firefighting systems. The implementation of each system and the
advantages they achieve. These systems provide the best solution to most of
the problems faced by building occupants, which includes thefts, property
encroachment, fire hazards and other hazards. Building assets should have
adequate security systems and processes in place to protect people, property,
operational capability and information.
In the study, security management is defined as the process of identifying,
implementing and monitoring systems and processes for the protection of
people and building assets against loss, misuse, damage, fire or any other
danger that threatens its safety.
Tenants' Satisfaction
According to Seetharaman, et al, (2017). This study aims to determine
the impact of property management services on tenants’ satisfaction with the
three identified variables i.e. facility management, perceived quality and lease
management. Tenant satisfaction measurement is one of the important
indicators to monitor competitiveness in industrial property development. It
has become an industry standard to measure tenant satisfaction, commonly
called customer satisfaction. Customer satisfaction has become the widely
used metric to manage customer loyalty keiningham, et al,( 2014).
The main intention of the study is to develop a comprehensive understanding
of property management services about tenant satisfaction as it applies to
business-to-business relationships in industrial buildings.
Challenges
According to Palm, (2015). The objective of this study is to seek a
deeper understanding of the challenges of real estate management in the
commercial real estate sector. As this discussion progressed, the real estate
industry seemed to change from being technologically-oriented to becoming
increasingly service-oriented. In today’s more competitive and complex
environment, it is argued that the industry has started to develop a more
customer-focused approach. A strategic change towards a more customer-
focused approach within the real estate industry will enforce changed
circumstances on the individual real estate manager’s everyday work, and a
change in working procedures.
The research aims to answer a number of more specific research
questions and thereby develop an increased understanding of the challenges
that are currently faced by the commercial real estate industry in Sweden,
with focus on how the organization of real estate management is so
structured.
Property management and maintenance

According to Muyingo, (2016). In this study, maintenance is defined as
the branch standard used by most property and facility management firms
and organizations. The two definitions of maintenance in perspective. There is
an assumption that the technical functions are deteriorating and that an
action is taken so as to restore the original functions of the systems. The
phrase “actions intended to retain in a functional state” provides for a broader
concept. However, the use of vague concepts such as "function" in both
definitions creates other problems. To say that an object, which is in a good
working condition "functions", is subject to decisions based on evaluation of
consequences and resources available. An illustrative example is that of a roof
of a building that leaks a little during abnormally bad weather but which
otherwise never leaks. When, and how to carry out a measure, is tied to the
question of whether the roof is functioning or not. The distinction between
"retain" and "restore" is also rather ambiguous if the demands and views on
necessary functions change over time.
This study aims to find the best predictor that is primarily conducted using a
qualitative approach.
Other leasing considerations: operating expenses and rent

abatement negotiations
According to this research, a landlord or the management of a
condominium whose building remains open during the pandemic states will
experience and incur extra expenses relating to additional cleaning costs,
such as extra disinfecting and additional cleaning staff required for higher
frequency of cleaning in the building. Leases in multi-tenant buildings often
include an operating expense provision containing a list of items that are
expressly allowed to be passed through to the tenants and another list of
items that are expressly excluded from being passed through to tenants.
Which is really necessary in terms of changes in operation due to the
pandemic. Although this cost will increase on expenses but because of the
situation some tenant or many tenants will demand consideration especially
to those who experienced losing of job, the property manager will ask for
approval from the condo corp. For that concern and if they approve,
management will implement changes to the collection of association dues.
The property owners and management may begin to experience an
increasing number of tenants defaulting under their leases or requests from
tenants to abate their rent. Rather than terminating the leases or suing for
failure to pay rent, landlords may agree to negotiate with tenants instead. If
owners are considering granting any type of rent abatement or rent
forgiveness, owners and management should carefully review their debt
instruments and obtain the consent of their lenders before entering into any
agreement with a tenant to reduce, abate, or forgive rent. Bishop, j.t et al.,
(2020).
Precautions related to building ventilation

According to Eykelbosh, A., (2020) it is important that building systems
are functioning as intended to prevent ventilation problems that could worsen
airborne transmission, if it is occurring. The general objectives for preventing
airborne transmission in a multi-unit residential building are to prevent air
flowing from infected units into common areas, and to reduce the overall
concentration of infectious particles circulating in both units and common
areas. Depending on the building type and system, one or more of the
following may be relevant:
• Ensure that mechanical ventilation is operating as intended to supply the
required design ventilation rates. If ventilation rates have been reduced as an
energy-saving measure, consideration should be given to returning these to
normal.
• Ensure that corridor pressurization (if in place) is sufficient to prevent air
from infected units flowing out into corridors where other residents are
passing.
• Ensure that filters are clean. Although typical residential filters (merv 8-13
filters)c are unlikely to effectively reduce airborne sars-cov-2, ensuring that
filters are clean is important for adequate flow rates. Filters should not be
upgraded without consulting a professional.
• Within individual units, the public health agency of canada recommends
increasing natural ventilation (i.e., opening a window if weather permits) to
lessen the risk of transmission between members of the same household.
Impact on special waste collection and deposit-returns

According to this research, property which is the building have
reported very little impact of COVID-19 on collection of special waste such as
light bulbs, electronic waste, batteries and other household hazardous wastes.
These items are simply accumulating at their collection point in the buildings.
A specific service that building staff can call for collection of large quantities
of special waste was suspended briefly at the beginning of the lockdown but
then resumed. One building that collects cooking oil experienced an increase
in cooking oil drop-offs, perhaps an indication of increased home cooking
during the pandemic. Which probably contributes to a big problem for the
management when it comes to collections of waste especially when
something big happens to interrupt the said operation. Eykelbosh, A., (2020)
The COVID-19 management framework

Human resource strategies
During disasters, high performance employees are considered valuable
assets for the firm; these employees contribute toward firms’ performance
recovery once the disaster is pacified. Therefore, hotel firms should strive to
retain employees during the pandemic. For hotels located in the center of the
pandemic and involved in the anti-pandemic battle, it is critical to ensure the
physical health, psychological well-being, position and income of the front-line
staff. Hotels at the periphery of the pandemic must reduce non-essential
labor costs flexibly by socializing service production, sharing labor with the
related service industry, adopting intelligent devices to replace manual labor,
and laying off laborers with low-performance efficiency and poor working
attitude. Some hotels share staff with industries facing a labor shortage, such
as food delivery organizations or mask manufacturers. Hotels also employ
outsourced labor for some service procedures (e.g., food delivery and
laundry) to enhance cost-efficiency. There is an emerging trend to retrain
staff to multitask in order to improve work flexibility and optimize human
resource allocation. Besides, hotels can also take advantage of the low
business season to train staff online, support staff development, encourage
employees to take annual leave, and reduce work days and hours Mckercher,
(2020).
Disaster management standard operating procedure

Hotels must establish a responsive and efficient standard operating
procedure (sop) to enhance the effectiveness of disaster management
capabilities in addressing disasters, including natural disasters and
emergencies (e.g., epidemics, explosions, fires, violence, robbery, critical
illness, and death). Hotels with an experience in a specific category of
disaster will obtain a better understanding of the disaster and become well-
prepared to cope with a similar situation in the future. Hotels should organize
and maintain a team of expert consultants to respond to the pandemic,
establish an expert consultation mechanism, and compile and update the
guidelines for the hotel’s response to the pandemic. The insurance companies
who have a long-standing cooperation with the hotel industry should optimize
products and services to adjust to the pandemic situation and help hotels
hedge against possible losses. Sun et al.( 2020).
Emergency detection
The proposed sdms requires different types of sensors, manual
activators, and occupant positioning system to both monitor and assess the
status of the building systems and to detect the presence of potential
hazards. The information obtained from these systems is used in the sdms to
determine the type, location, and severity of an emergency, so that the most
suitable response strategy can be determined. Once a threat is detected using
any of the automated or manual activators, the status of the sdms is changed
from “stand-by” to “active”, and the “initial responses” and “evacuation
execution” units of the 6 system are activated. As an example, smoke
detectors inside the elevator lobby on each floor play an important role in the
system’s strategy selection. At the first evidence of smoke in a lobby
enclosure, the sdms must prevent the elevators from stopping on those floors
and neglect them as possible egress paths. The elevators must stop at the
first available safe floor and let the evacuees out to use other egress routes.
At this point, the system has to change its strategy and look for other
alternatives. Combustible gas detectors, heat detectors, and low oxygen
detectors are additional devices that would alert the system and differentiate
between different hazards. Sutton (2014)
Resilience during Pandemics

According to Peiris, S., & De Silva, N., (2020). Business Continuity (BC)
of condominiums is being greatly affected by the COVID-19 pandemic. The
pandemic is highly contagious, imposing a huge risk on community-based
environments in which residents share different common facilities such as
lifts, recreational areas, swimming pools, gyms. Besides, the apartments are
mostly used as closed units without a solid connection with the environment.
Such settings may heavily contribute to spreading any contagious disease,
justifying the strict care extremely demanded at residentials. As the caretaker,
the Facilities Management (FM) service provider, also known as the Managing
Agent (MA) must continue its operations while facing the pandemic with a
huge risk. Rather than being reactive towards the emerging struggles, it is
more effective to have a proactive approach in combating a pandemic.
Business Continuity Planning (BCP) allows an organization to be equipped
with all mandatory plans and strategies which can be implemented before the
pandemic strikes. Hence, this paper proposes a Pandemic BCP model for Mas
which can be utilized for the on-going COVID-19 and future pandemics. Data
were gathered using literature, expert interviews, site observations and
document review. It was observed that none of the organizations had BC
plans prepared for a pandemic. However, most experts admitted the
importance of BCP in this context. They mentioned that the remote working
culture already established in Mas, heavily contributed to adapting to the
situation. Further, satisfactory accommodation facilities provided for the on-
site staff was witnessed during the site observations. The documents review
revealed the comprehensiveness of prompt action taken by Mas to resume
operation of the critical functions. The proposed model consists of six stages
and the paper discusses the factors to be considered under each stage of the
model. Mas can utilize this plan effectively in adapting to the current and
future pandemics to ensure solid BC.
Factors Influencing Residential Satisfaction

Condominium market in Thailand has been steadily growing for the
past decades, especially in densely populated areas, including Bangkok and
other major cities such as Chiangmai, Khonkaen, and Phuket. This market
covers a wide range of customers that consist of businesspeople, company
employees, and university students who search for residence in the inner city.
However, the sales of condominiums have declined since 2019 due to
economic recession caused by a spread of COVID-19 pandemic. To survive in
the business, property developers need to improve their strategy to attract
and motivate new prospects and enhance competitiveness. Although many
previous studies about condominiums have demonstrated the impact of
service quality on satisfaction in many countries, this research topic in
Thailand is still lacking. Thus, this study purports to understand the impact of
different dimensions of strategic factors and how they affect residents’
satisfaction toward the condominium brand. In data collection, an in-depth
interviews approach was conducted to obtain a condominium for at least one
year. The finding of key themes from data analysis showed insightful
information from respective residents showed two key groups of factors:
service quality and services capes. The service quality involves juristic person,
sales team performance, reliability, personal relationship, and complaints
handling whereas services cape involves physical environment, room layout,
interior décor, room view and safety and security. These proposed dimensions
provide a guideline for future study to conduct quantitative research to
examine how they influence residents’ attitude towards condominium brands.
Pimchan, K., et al., (2021)
Legal Considerations
According to IREM (2020). Pandemics can raise many legal issues for
property managers that should be evaluated before your building experiences
the effects of an outbreak. Your property could be exposed to liability from
resident illness, employee exposure to sick residents, evictions, and employee
leave of absence scenarios. Be prepared to manage legal scenarios that may
come up during a pandemic. Failure to plan could expose your company to
charges like “negligent failure to prepare.” Such legal claims are not
unprecedented.
Thoroughly review all your leases to make sure they address potential
business disruptions in a pandemic. Some tenants may default on their
contractual obligations because they are suffering economic repercussions
from a pandemic. Create a written policy as an addendum to existing leases
to enforce it effectively and quickly.
Employee engagement practices during the COVID-19 lockdown

According to Sarkar (2020), in employee engagement, a new
dimension included by the organizations is family engagement, to keep
employees' kids engaged for a few hours while their parents work from home
during COVID-19 lockdown. Organizations that are doing these practices are
genpact, accenture, deloitte, amd, and hinduja global solutions. Talukar
(2020) article suggested five tips for practicing employee engagement during
the COVID-19 pandemic. These are: build a much stronger communication
regime with your remote teams, do not forget to cheer them up with instant
appreciation, loosen up and ensure flexibility, create a virtual community with
all your employees, and host online team building activities.
Risks/problems condominium dwellers face during COVID-19
Lockdown restricted many of our physical worlds to our homes and their
immediate neighborhoods. However, the roles we needed to perform there
expanded. Homes became offices, classrooms and gyms. Technology filled
gaps and allowed homes to become remote social spaces Carmona (2020).
While lockdown rules affected all people, the literature indicates people in
condominium developments faced extra risks and problems due to the living
arrangements in condominiums.
Operational risk management

Risk management can be defined as “the identification, assessment,
and prioritization of risks followed by coordinated and economical application
of resources to minimize, monitor, and control the probability and/or impact
of unfortunate events”, according to Olson & Wu (2015). As stated by the
same authors, although risk can and has to be managed, it is also an intrinsic
part of the business activity, and for companies to make a profit they must be
willing to accept some of the risks. According to trivelato & mendes et. Al
(2018), risk management involves the assessment of the company’s operating
approach to risks, considering its own risk appetite, identifying and dealing
with the events capable of affecting its performance and/or value.
Business Continuity Planning

According to Peiris, S. & De Silva, N. (2020), the pandemic is highly
contagious, imposing a huge risk on community-based environments in which
residents share different common facilities such as lifts, recreational areas,
swimming pools, gyms. Besides, the apartments are mostly used as closed
units without a solid connection with the environment. Such settings may
heavily contribute to spreading any contagious disease, justifying the strict
care extremely demanded at residentials. As the caretaker, the Facilities
Management (FM) service provider, also known as the Managing Agent (MA)
must continue its operations while facing the pandemic with a huge risk.
Rather than being reactive towards the emerging struggles, it is more
effective to have a proactive approach in combating a pandemic. Business
Continuity Planning (BCP) allows an organization to be equipped with all
mandatory plans and strategies which can be implemented before the
pandemic strikes.
Facility Management
The major role of facility management covers the reliability, usability and
safety of the property managed. Lai (2012) articulated that the main aspects
of facility management services include general management (attitude of
staff, ability to handle emergency situations), security (initiative of providing
assistance, security control and patrol), cleaning (cleanliness of areas like
lobbies, washrooms and
staircases), repair and maintenance (electrical supply system, flushing water
system, elevator system, air-conditioning system) and landscape and leisure
(aesthetics and tidiness of plants, environmental protection measures and
leisure amenities). On the other hand, another interpretation as building
maintenance management classifies the maintenance aspects (with the
performance measurement) into functional (management service delivery -
reliability, responsiveness, etc.). Technical (maintenance services cleaning,
landscaping lighting, air-conditioning, lifts, sanitation, washing facilities, etc.)
and image (building image - internal and external). Myeda, Kamaruzzaman, &
Pitt. (2011).
Strategies used to meet the Expectations of Property Owners

According to the Competitions and Markets Authority (2014) property
management firms to meet the expectations of property owners provide full
information about their management expenses, including those that are
variable and discretionary notwithstanding guaranteeing that the terms of any
agreement they utilize is clear and don't contain shrouded shocks.
Additionally, property management firms likewise guarantee they conform to
their legitimate obligations towards landowners and as their specialist take
appropriate consideration of their cash, unveil any entirety or commissions
they get from occupants or exchanges individuals, furthermore, give exact
counsel in accordance with the different laws and directions to the property
proprietors. Competitions and Markets Authority, (2014).
Challenges of Realtors During the COVID-19 Pandemic

The experiences of realtors and the challenges they are experiencing
led them to contemplate their lives. One of these is the prevailing
ambivalence of this profession. Realtors are thinking of changing to another
career after ECQ. However, they are aware of the economic state of the
country that after ECQ, there will be a lot of recessions that will result in
fewer job opportunities. Thus, the realtors decided to stay in this profession
until the economy stabilized. To compensate for this anxiety, realtors’ resort
to finding other opportunities and ideas. They tend to explore new learnings
by attending various online seminars since during the ECQ, it has been
offered almost everywhere and without a fee. This is their time to reflect and
rest that they take this period to be their self-care after a long period of
continuous exhausting workload. Realtors also contemplate the changes in
their routines. Before ECQ, they are accustomed to presenting themselves
well with proper grooming. Realtors value the representation of their
appearance features, especially in terms of physical traits, grooming, and
adornment Garber, Dotson, & Honeycutt, (2013).
Condo finances feel the COVID effect

As one would imagine, the pandemic is affecting condo finances and
causing corporations to spend a lot more money than they were expecting in
various areas.
First and foremost, condominiums had to buy personal protective equipment
for their common areas such as lobbies and security desks. Many condos
purchased plexiglass barriers and other equipment to protect their employees,
which are not considered major repairs or replacements. Therefore, these
items were not eligible to be charged to the reserve fund and had to be taken
from the operating fund. This theme will repeat itself whereby many of these
COVID-related costs which were unbudgeted will, in turn, cause negative
variances in the operating expenses.
Condo boards also had to purchase significant amounts of cleaning supplies,
especially hand sanitizer and dispensers, as well as other important
disinfectants, to keep common areas clean and safe. Once again, as these
were new items or cleaning supplies, they could not be taken from the
reserve fund and subsequently inflated the operating expenses.
While these costs were significant, they did not create as much of a financial
issue as the following important line items in the budgets, which
unfortunately had a very negative impact on overall expenses during the past
year. S. Chesney (2021)
Collection of a Property Tax on Common Area

According to Prakobit, C. (2012).It is found that there are tax collection
problems which result from such legal opinions. First, it is related to the
condominium unit dwelled by the unit owner without any rental unit in such a
condominium. Secondly, in the case of a rental condominium unit which is
dwelled by the lessee and common property is used by the lessee under
Lease Agreement. This is because there is no provision specifically mentioning
and clarifying the tax collection for a condominium. As a result, it created a
great number of documents in building and land tax collection for a
condominium. In comparison, French law shall not impose building and land
tax on common property but it imposes IV on a condominium unit as taxed
‘habitation and taxe fonciere from a condominium unit owner.
Regulatory Implementation
There is strong evidence that land use regulations constrain housing
production. We know less about how real estate developers respond to
specific zoning provisions. I compare the characteristics of new multifamily
housing with baseline land use regulations in two sets of rail station areas in
Los Angeles. I supplement this building-scale analysis with expert interviews.
I find that developers were most sensitive to density restrictions and parking
requirements. The average development in the Vermont/Western area had
112% of the maximum allowable residential density and 94% of the minimum
required parking. Koreatown’s average development had 99% of the
maximum density and 88% of the required parking. But there was variation
by area and whether a building was affordable or market rate, apartment or
condominium, and by development size. Additionally, regulatory
implementation can matter as much as the written regulations themselves. I
recommend that cities take an evidence-based approach to reforming
regulations and implementation processes. Gabbe, C.J (2017)
High-tech Sanitation
Ethiopia’s mass-scale subsidized housing delivery programme has
driven the rapid expansion of middle-income, mid-rise settlements on the
outskirts of Addis Ababa, requiring the provision of infrastructure to newly
developed areas. In the case of the Kotari housing project, established
sanitation systems were deemed inappropriate for the site, resulting in the
deployment of novel technology, a Membrane Bioreactor (MBR). Such
decentralized technologies contribute to the heterogeneous infrastructure
configurations which characterize Addis Ababa’s sanitation landscape,
reflected not only in material configurations but also in how they are
governed. In this paper, we use the concept of ‘infrastructure interfaces’ as
an analytical device to identify the key material connection points in the
system. Working across scales, we scrutinize the governance arrangements at
these critical junctures: the household, the block, the condominium, and the
city. Our analysis challenges established understandings of infrastructural
heterogeneity driven by the private sector, either through financialized elite
infrastructures or informal survivalist practices. Cirolia, L.R., et al, (2021)
3D Registration of Condominium
Digitalization is being adopted in many public services to increase the
efficiencies of the required operations. Regarding this, there is an important
interest in digitalizing the current building permit procedures since most of
the buildings are designed digitally and as three-dimensional (3D). In
addition, several countries are making an effort to realize the transition from
two-dimensional (2D) cadastre to 3D cadastre. This is because 2D delineation
of the legal rights may remain incapable to reflect the reality with respect to
property ownership in multipartite buildings. The 3D city models should also
be kept updated to effectively manage the occasions (e.g., natural disasters)
and services (e.g., waterworks) in the living areas. In this sense, the open
data standards (e.g., CityGML and Industry Foundation Classes (IFC)) have a
vital role to enable interoperability between different domains such as
Architecture, Engineering, and Construction (AEC) and Land Administration
(LA). Guler, D., Yomralioglu, T. (2021)
The nuances of amenity access during COVID

According to Melnyk (2021) Condo corporations may feel conflicted over
whether to implement a vaccine policy—one that would require residents and
owners to prove they’ve had their two shots against COVID-19 before using a
common amenity.The province has been requiring proof of vaccination in
select public settings since September 22, and condos can roll out their own
policy as an optional response to creating healthier homes for their
occupants. It’s a move that shows a corporation is acting reasonably safe to
avoid dangerous conditions on its property, thus hindering liability exposure.A
policy of this nature, however, may spark emotionally-charged debates from
opposing residents. Enforcing it is even more challenging.
COVID-19 Precautions for Multi-unit Residential Buildings
According to Eykelbosh (2020) Protecting the residents of multi-unit

residential properties depends, in part, on understanding the mode of SARS-
CoV-2 transmission. Residents who self-isolate in their units, avoid lingering in
common areas, and ride elevators alone or in very restricted groups should be
protected from direct contact and respiratory droplet transmission. However,
the potential for indirect contact through high-touch surfaces and shared
facilities like laundries and washrooms means that building managers must
take steps to ensure that those surfaces are sanitized appropriately and as
frequently as necessary. Management can also play a positive role by
reinforcing messaging from public health, encouraging healthy behaviors like
hand-washing, and closing amenities that cannot be maintained sanitary or
that cause residents to gather. By taking a broad and balanced approach,
building management can greatly assist residents in reducing their overall risk
of SARSCoV-2 transmission and preventing some of the unintended negative
effects of self-isolation.
Resident complaints
Directors serving on a condo board do their best as volunteers trying to assist
the community in what can be a thankless role. At times they make decisions
that disappoint some. Mistakes occur from time to time.Residents, when
upset about a decision or mistake, may complain in ways that are neither
polite nor productive. Cornering a director as they leave their home or in the
exercise room is unlikely to produce a satisfactory outcome.
All communities have a way to inform or communicate with directors or

management. Typically these communications are requested to be in writing,
via e-mail or using an internal communication system. Some residents
choose to make their personal frustrations public for all to see on social media
in the hope of receiving support or validation. Good boards are unlikely to
respond to any concern communicated in this manner. (TORONTO CONDO
NEWS 2020)
Handling Resident Complaints

According to ODENTHAL (2018) By all accounts, most boards of
condominiums, cooperatives or homeowners’ associations are doing their
best. After all, they’re just groups of democratically-elected volunteers with a
fiduciary duty to act in their constituents’ best interests and to preserve – or
grow – the value of their properties. It’s a noble – and often thankless –
pursuit. And while the vast majority of boards are conscientious and
responsive to issues within their communities, they are not infallible.
Boards make mistakes – sometimes willingly, sometimes not – that can evoke
the ire of residents. And when this does happen, those residents have every
right to complain – so long as they make their feelings known in a productive
manner. And ‘productive’ doesn’t mean cornering the building treasurer at the
pool, or haranguing the board secretary in an elevator on a Saturday
morning.
No matter the size or economics of a given building or association, there

should be an orderly way for shareholders and unit owners to let their board
know when its conduct or decision-making is off base. And there should be a
subsequent procedure for following up on those complaints, should residents
feel that their issue is being ignored. Following the appropriate steps will help
maintain a tranquil communal environment while ensuring that the
association functions optimally. And in the rare scenario in which a board is
intentionally engaging in malfeasance, a resident acting in good faith can
better effect meaningful changes to get things back on track.
Local literature;
Housekeeping and Sanitation of the Property
According to Cano, Badjao, Etcuban, (2019). Housekeeping standard
practices are vital to the hospitality industry because they guide the
performance of the room attendants. This study assessed the satisfaction of
the guests on housekeeping standard practices of the room attendants. Fifty
guests took part in this study. The instruments are made up of three parts.
Part 1 pertains to the respondents’ profile, part 2 contains items on
determining the level of satisfaction of the guests, and part 3 pertains to the
common problems encountered by the guests. It is an evaluation tool for the
management and employees to ensure efficiency and proficiency during their
work. Housekeeping standard practices are also used to provide a framework
for developing quality competency checklists or proficiency evaluations for a
specific housekeeping manager or supervisor for the development of their
attendants. These norms may be used as a comparison tool to evaluate the
housekeeping staff’s performance if the housekeeping manager or supervisor
suspects poor performance, unsafe work habits and nonadherence to the
organizational policies and widely- accepted housekeeping guidelines.
Security Systems
According to De Guzman, Lubrido, Reyes, (2019). This study proposes
the construction of a remote home security system using an open-source
electronic platform. The system is fully digital and also fully customized. If the
system detected a burglar, it would automatically notify the user that there is
someone entering the house. The siren will be activated and rang until the
user turns the system off using SMS or Bluetooth connection. With the
development of new electronic technologies and their integration with older,
traditional building technologies, the smart house is fast becoming a reality.
This is achieved by the incorporation of numerous subsystems into the
security system with a single control unit such as surveillance, burglar control,
access control, etc. Internet and Bluetooth-based home security systems
focus on controlling and monitoring home security devices, whether you are
inside or outside your house.
The study aims to raise awareness and educate on how to avoid problems like
loss of material things, properties and even loss of lives that are the cause of
lack of security systems of a property or homes.
Sanitation Practices
According to Vinalay, Drost, (2014). The importance of appropriate
sanitation to maintain an appropriate level of human hygiene, and
(consequently) the prevention of various diseases such as diarrhea,
cholera, hepatitis et al. has been the topic of a vast amount of
academic literature. Despite the fact that already over 240,000 people a
day gained access to improved sanitation facilities from 1990 to 2011, about
2.5 billion people in developing countries still lack access to improved
sanitation facilities.
Based on the observation of the researchers in this study the data
shows that there are two types of toilets found in Diwakde, which is the water
sealed toilet bowl and a pit boom. Although 44,4% of the respondents
admitted that having a pit boom has some important side effects, such as
smell, unclean, attraction of flies and other insects, all of the owners of
a pit boom were still generally positive about having one.
Safety and Security Measures

According to Mina, et al, (2020). This study identifies the critical factors
that top universities in Nueva Ecija, Philippines can be used for triangulating
the courses of actions that can be applied to improve the current practices of
universities towards its combat to the COVID–19 disease is the primary
objective of this study. A descriptive study attempts to describe systematically
a situation, problem, phenomenon, service or program, or provides
information about, say, the living conditions of a community, or describes
attitudes towards an issue.
Given the severity of the issues brought by the current crisis and the
importance of sustaining the preventive measures in the workplace, the
objective of this study is grounded on the tenets of assessing the safety and
security practices and procedures being implemented by the different
universities in Nueva Ecija, Philippines in terms of facilities and equipment and
personnel welfare to further enhance the restrictions and guidelines for the
welfare of their faculty and staff who are considered as their greatest assets
as they continue to provide quality education even in this time of crisis.
Organizational Response and Employee Coping behavior

According to Teng-Calleja, M. et al, (2020). Using the crisis in context
theory (CCT) as an ecological framework to understand human behaviors, the
study examined organizational responses and individual employee coping
behaviors to mitigate the impact of the COVID-19 pandemic. Drawing from
the perspectives of psychology, organization development, and management,
the research examined dependent and independent organization and self-
initiated actions that employees deemed helpful in coping with the effects of
the crisis. Qualitative data were gathered through an online survey from 216
employees in the Philippines, a developing country whose major cities were
under community quarantine to minimize the spread of the pandemic. The
study identified organizational actions or responses to help employees adapt
to the COVID-19 crisis. These are: 1) flexible work arrangements, 2) mental
health and well-being programs, 3) physical health and safety measures, 4)
financial support, 5) provision of material resources and 6) communication of
short and long-term plans. Findings also surfaced coping strategies at the
individual employee level and how these relate to organizational initiatives.
Seven themes emerged from the data- 1) task-focused coping, 2) stress
management, 3) social coping, 4) cognitive strategies, 5) learning and
development activities, 6) faith-oriented coping, and 7) maladaptive
strategies. The analysis highlighted the interrelatedness of organizational
responses and employee actions (e.g. how individual task/social coping
behaviors were enabled by the company’s flexible work arrangements and
provision of technological resources amidst physical distancing). Insights from
the findings may orient organizational efforts to mitigate the impact of the
pandemic as well as encourage and support positive employee coping
behaviors.
Banking and Finance

According to the Department of Labor and Employment (2020). The
role of financial intermediation in the Philippine economy continues to expand
and create greater prospects for increasing employment within the next few
years. As the Philippine economy grows, the foreseen increase in the number
of business establishments in the country will require more workers with skills
to set up books, prepare taxes and payrolls, and provide financial analysis and
advice. Increased private sector investments, growth in
high-rise/condominium estates, continued remittances abroad, and large
incomes for both firms and workers will continue to induce the demand for
financial services and consequently encourage banks and other financial
intermediaries to expand operations and hire more workers.
Strategic Responses and Organizational Adaptations During the

Community Quarantine
The COVID-19 pandemic crisis was abrupt, worldwide in scope, and its
effect on individuals, organizations, and economies was devastating. Such
crises and emergencies need an appropriate and timely response. This paper
intends to know how business firms responded to the challenges posed by the
COVID-19 pandemic. Specifically, it aims to determine the strategies adopted
by manufacturing companies, to mitigate the adverse impact of quarantine
and lockdown. In view of this objective, a survey was conducted involving
seventeen companies, operating in the Province of Cavite, which is home to
eight special economic zones. The study aims to gather information on how
business organizations at the provincial level survived the crisis, and
hopefully, use it as initial baseline data for formulating contingency plans for
future occurrence of pandemics and health crises. The result showed that
71% of the companies adopted multiple strategies to alleviate the negative
effects of the pandemic. Ninety-four percent (94%) of the firms persevered
by implementing reduced workweek and scaled down or “stay in” production
operation; 47% enforced retrenchment in the form of reduction in cost,
assets, product lines, and overhead; 59% introduced innovation in production
processes to adapt to the pandemic situation; 35% opted to discontinue the
production of less essential products. The result implies that business
resiliency depends on the readiness of the organization to handle a crisis and
production activities can continue during a pandemic without compromising
the minimum health standards, provided appropriate strategies and
adaptation plans are implemented. In other words, companies need not shut
down during lockdown. Carrascal, A.S., Valenzuela, I.C., (2022)
Standardized and stringent workplace protocols
The pandemic has led a shift to a greater emphasis on the health and
wellness of tenants including property and facilities management essential
workers. This includes, but is not limited to, the security personnel,
housekeepers, and technicians. Due to the threat of viral infection, the
majority of these employees are mandated to report to work amid the
quarantine. The need for them to be more equipped with training and PPEs
proves to be vital in delivering a more confident and proper response to this
pandemic. Workplace policies, guidelines, and protocols must also be
restructured to adapt to the “new normal” as the world observes changes this
pandemic brings. The modification and strict enforcement of these procedures
are the most essential responsibilities of property and facilities management
teams during a crisis. PMs and FMs must be quick in adapting to the rapidly
evolving pandemic scenario, from implementing unprecedented procedures
such as body temperature reading, setting hand disinfection stations,
implementing physical distancing, and wearing of masks & face shields, etc.
Panopio, F.C. (2022)
Financial Implications Due to Government Health Protocols

Based on the workplace guidelines released by the government;
trimming the capacity of workers reporting, implementing flexible work
arrangement, rearranging workstations in order to practice physical
distancing. However, not all enterprises have the resources to implement
these guidelines. Re-opening of business during COVID-19 ‘new normal’
brings challenges and additional expenses. Furthermore, companies are to
keep their consumers and employees safe for continued patronage. Retail
service, food, KIOKS type business are to deal with additional fixtures to allow
customer interaction. Enterprises are expected to follow and invest on the
resources that will allow them to operate during the pandemic under the
government guidelines. One of the options that management seeks out is to
retrench employees who will not be part of the lean and mean workforce
needed by the company. Furthermore, some job positions were deemed
redundant due to the reduced and duplicate functions. Preceding the
pandemic, workers on these industries are receiving lower wages, subsequent
to the repercussions of the pandemic, workers are now suffering of being
underemployed, in translation workers are now seeking additional hours for
higher monthly compensation, failure of the companies to indulge with the
additional hours, workers will often times lead to resignation to have
freelancing job for the possibility of higher income. Khatibi Z.M. (2021)
Smart property management

With the “new normal,” property management needs to be “smarter.”
When property management was a people-driven endeavor before the
pandemic, today property management outfits increased their budgets and
costs in order to install and implement technological measures to be more
efficient in managing properties while keeping staff and residents safe and
secured. These technological measures also help reduce face-to-face
interactions as staff (and even property owners) can monitor from guest
reservation and management, building tenancy, to sanitation, airflow, and
lighting. While technology will help run and scale property management
operations, customer service is still key for developers when it comes to
increasing or stabilizing the occupancy of their residential properties. Aside
from ensuring adherence to social distancing, health, and safety protocols in
residential properties, property managers are expected to carry out
exceptional customer service to residents and guests, and manage
operational expenses, so the latter can see the value of their rental costs and
home association dues. Kakilala, Z. (2021)
Maintenance Management
According to The Philippine Star (2020). A well-maintained property
can enhance “rent-ability” and “buy-ability” of the assets. Conversely, you
become a victim of expensive repairs due to poor maintenance of your
facilities and buildings. The program best practices in facilities, maintenance
management aims to cut the cost of faulty maintenance management.
Digital Banking
A new concept in electronic banking, aims to enrich standard online
and mobile banking services by integrating digital technologies, for example,
strategic analytics tools, social media interactions, innovative payment
solutions, mobile technology, and a focus on user experience
(Balasubramanian, 2018). Digital Banking is seen as an evolution from what
was previously referred to as e-banking or online banking, with more focus on
customer experience (Megargel et al., 2018). According to Ananda et al
(2020), digital banking will drive future banking transactions due to the
digitalization and e-governance initiative of the banks and the government.
Many studies have been conducted about the intention to use digital banking
platforms, however, in the case of the Philippines, researchers may improve
the limitations in the studies till now by increasing the sample size,
administering the research using different survey methods and sampling
techniques. De Leon (2019).
Adoption of E-Payment Systems in the Philippines

Despite the flourishing industry of electronic-payment (e-
payment) systems in recent years, cash transactions continue to dominate
the Philippines. One factor affecting this diminutive growth rate is the
Country’s low bank population (Remo, 2018). However, electronic
transactions have great potential given that the Country’s mobile phone usage
rate is high. Nevertheless, there are still many challenges to overcome for
the industry to become successful such as infrastructures, regulations
concerns, and buy-in from merchants. Most importantly, firms need to
address and build awareness and trust from consumers to improve e-payment
usage in the country. According to the Bangko Sentral ng Pilipinas (BSP)
Financial Inclusion Survey 2017, most Filipinos still have no bank account due
to failure to maintain the balance needed for these accounts. BSP reports
that only 15.8 M or 22.6 percent of the total population own a bank account,
mainly driven by perceived lack of need, lack of necessary documents, and
high cost. However, only a few users from this population utilize banking’s
digital features due to the lack of awareness and trust in terms of security
(Lopez, 2018). The BSP aims to change these figures and increase digital
banking usage by 20 percent by 2020. E-payment systems in the
Philippines mostly do not require a bank account and can be easily accessible
using mobile phones. Systems such as Gcash and PayMaya, make it easier for
Filipinos to use digital payment platforms.Eliminated The requirement of
bank accounts, e-payment systems have a strong potential in a low
bank country like The Philippines. Previous studies on e-payment mainly
used the technology acceptance model (TAM) as a framework. However,
TAM has limited measures on consumer attitudes. This study is grounded
on TAM and Theory of Reasoned Action to include a more appropriate
explanation of e-payment system adoption.
Industry study of Electronic money

In the study of Iturralde, E., et al, (2019). They have conducted a local
study of market segments set in the Philippines. Where they received the
following results regarding the use of Electronic money or “E-cash”. The
following advantages that E-cash provides when purchasing for products in
the market are Faster Payments, Smarter Payments and lastly more efficient.
The researchers also recommended in their topic that both business owners
as well as buyers should start using E-cash in their transactions because of
the strengths and advantages that E-cash has to offer. Although there are
risks in using E-cash if the users are able to be educated with the said risks,
then it would be beneficial for the users.
Face masks and physical distancing: Hawa as negotiated concept

Aside from quarantine, the use of face masks quickly emerged as a
measure to prevent COVID-19, reflecting not just the importance of masks as
tangible and symbolic barriers to illness but contagion as a negotiated
concept. As early as late January, when the Philippine government was still
downplaying the virus, we saw malls encouraging the use of face masks and
people using and buying them, leading to shortages, despite public health
officials not recommending their use at the time. Since early April, local
governments have followed suit. For instance, Quezon City – where both
authors have conducted fieldwork – passed an ordinance in April 7 ordering
residents “to wear any form of covering for the nose and mouth, including
medical masks, industrial masks, earloop masks, do-it-yourself masks, cloth
masks, improved masks, face shields.” (Philippine Daily Inquirer, April 9,
2020). Such requirements have since been institutionalized in national
directives and local ordinances, contributing to a governance discourse based
on discipline. Lasco (2020).
Virtual meetings, a way to keep in touch

One of the consequences of the COVID-19 pandemic is the shift from
face-to-face meetings and gatherings to virtual or online spaces. While a
face-to-face meeting is the preferred mode in business to meet and build
trust, the year 2020 has forced almost everyone to resort to virtual meetings
to get the job done, including the tax authorities.
Recently, the Bureau of Internal Revenue (BIR) issued Revenue Memorandum
Circular (RMC) No. 130-2020 on the use of digital or online mediums as
alternatives to holding face-to-face meetings/conferences. The RMC provides
guidelines for the orderly and uniform conduct of online
meetings/conferences aimed to give protection to both revenue officials and
taxpayers from the COVID-19 virus.
Under the RMC, the BIR shall host the conduct of all online
meetings/conferences with taxpayers and representatives. In hosting said
meetings/conferences, the revenue officials and employees shall use only
their prescribed BIR email address in sending meeting invitations. Basallaje, J.
B. (2021)
Collection of Condominium Dues and Fees

According to Caliwag (2020). Under Republic Act No. 4726 or the
Condominium Act, a condominium corporation can collect association dues,
membership fees, and other assessment charges to effectively perform its
function of maintaining or improving the common areas of the condominium,
as well as its governance. In its decision, the Supreme Court affirmed that a
condominium corporation is not engaged in a trade or business even though
it is empowered to levy assessment dues from the unit owners. The amounts
collected are not intended for profit but solely to shoulder the multitude of
necessary expenses that arise from the maintenance of the condominium
project.
Regular Work Schedules

According to InCorp Philippines (2022). Under the provisions of Article
82 of the Labor Code of the Philippines, working hours apply to employees in
all establishments and undertakings whether for profit or not, excluding the
following: government employees, managerial employees, field personnel,
family members of the employer who depend on him for support, domestic
helpers, persons who provide personal service to other people and workers
who are paid by results as determined by the secretary of labor in appropriate
regulations.
The normal hour of work an employee has to render must not exceed eight
(8) hours a day and should be exclusive of the one (1) hour daily lunch break.
Philippine laws, however, do not prohibit work done for less than eight hours.
Working hours shall include: all time during which an employee is required to
be on duty and/or to be at a prescribed workplace; all time during which an
employee is permitted to work; and rest periods of short duration during
working hours.
Meal periods: Every employer is mandated by the Labor Code to give their
employees not less than sixty (60) minutes’ time-off for their regular meals.
During day shifts, this time-off is usually during 12:00 PM.
Night shift differential pay: Every employee shall be paid a night shift
premium of not less than 10% of their regular wage for each hour of work
performed between 10:00 PM and 6:00 AM.
Overtime work: Work may be performed beyond eight hours a day provided
that the employee is paid for the overtime work, which consists of an
additional compensation equivalent to his regular wage plus at least 25%
thereof. Work performed beyond eight hours on a holiday or rest day shall be
paid an additional compensation equivalent to the rate of the first eight hours
plus at least 30% thereof.
Article 88 of the Labor Code enunciates that undertime work on a
business day shall not be offset by overtime work on any other day. The law
discourages the offset because the hourly rate of overtime is higher than the
hours missed when an employee works for less than eight hours.
Practices in Property Management

The study determined the human resource practices in supply and
property management which may serve as a basis for client satisfaction
programs of the Supply and Property Management Office (SPMO) of Benguet
State University (BSU). One hundred-two respondents, or 45% of the non-
teaching personnel of the University, composed the population of the study.
The respondents are the clients of SPMO, who shared their perceptions on
the attributing practices towards their satisfaction as well as on the
effectiveness of job design techniques in supply and property management,
with the use of a questionnaire-checklist. Collected data were analyzed and
interpreted with the use of frequency, weighted means, ranking and t-test.
Specific human resource practices were based on the functional areas of
human resource management namely, organizational climate and working
relations management, personnel development, discipline administration, and
performance management. Findings reveal that organizational climate and
working relations management is the most attributing practice in the
satisfaction of clients. Along with organizational climate and working relations
management, installation of Officer of the Day, adequate and constant
communication, and teamwork were perceived to make a difference in the
satisfaction of SPMO clients. Along with discipline administration, the wide
dissemination of guidelines and updates in relation to supply and property
management will lead to timely and orderly delivery of services of SPMO as
well as prevent error in work. Along with personnel development, knowledge
acquisition relative to supply and property management, skills enhancement
training, and attitude reformation training will lead to improved productivity of
SPMO staff and satisfaction of clients. Lastly, along performance
management, the conduct of action planning and manpower audit is helpful in
delivering better services of SPMO and its staff. The study also shows that the
use of group technique in supply and property management is the most
effective technique of job design as perceived by most of the personnel.
Conclusively, employees of BSU SPMO can be more productive in their work
when they are with a group or team where cooperation, communication and
concern for others benefit is expected. Hence, it is important to strengthen
the groupistic identity of Filipinos (such pakikisama damayan) among the
employees and build viii a groupistic culture within the SPMO through salu-
salo or kapihan, team building activities, periodic conferences, and trainings
on work related knowledge acquisition, skills enhancement, and attitude
reformation. Atulba, P. (2012)
VAT and Income Taxing Condominium Corporations

According to Aldeguer, C. (2015). On October 31, 2012, the
Commissioner on Internal Revenue issued Revenue Memorandum Circular No.
65-2012 (“RMC 65-2012”) declaring that all association dues, membership
fees, and other assessment/charges collected by condominium corporations
shall now constitute income payments or compensation for beneficial services
it provides to its members and tenants, for income tax purposes. Moreover,
association dues, membership fees and other assessment/charges collected
by a condominium corporation shall be subject to value added tax since they
constitute income payments or compensation for the beneficial services it
provides to its members and tenants.
Further, Revenue Memorandum Circular No. 9-2013 (“RMC 9-2013) also
declared the taxability of association dues, membership fees and other
assessment/charges collected by homeowner’s associations from its
homeowners and other entities despite its tax exemption privilege under
Section 18 of R.A. No. 9904, also known as the Magna Carta for Homeowner’s
and Homeowners Association. The Memorandum Circular shall now impose a
value added tax (VAT), percentage tax and income tax on such association
dues, membership fees and other assessment/charges collected by
homeowner’s associations from its homeowners. There is however a creative
way for the homeowner’s association to be exempted from the directive of
the Bureau of Internal Revenue from payment of income tax, value added tax
and percentage tax. The conditions are as follows: 1) The homeowners’
association must be a duly constituted "association'' as defined under Section
3(b) of RA 9904; 2) The local government unit having jurisdiction over the
homeowners’ association must issue a certification identifying the basic
services being rendered by the homeowners’ association and therein stating
its lack of resources to render such services notwithstanding its clear mandate
under applicable laws, rules and regulations. Provided further, that such
services must fall within the purview of the "basic community services and
facilities" which is defined under Section 3(d) of RA No. 9904 as those
referring to services and facilities that redound to the benefit of all
homeowners and from which, by reason of practicality, no homeowner may
be excluded such as, but not limited to: security; street and vicinity lights;
maintenance, repairs and cleaning of streets; garbage collection and disposal;
and other similar services and facilities; and 3) The homeowners’ association
must present proof (i.e. financial statements) that the income and dues are
used for the cleanliness, safety, security and other basic services needed by
the members, including the maintenance of the facilities of their respective
subdivisions or villages.
COVID-19’s Impact on Amenities— in the Short Term

According to Katsikakis (2020) In the face of COVID-19, the initial challenge
for employers and landlords has been how to create environments that attract
workers back into the office while ensuring the proper health and safety
measures are being taken. This is not only true for the workplace, but is also
a concern for the office lobby, spaces in and around the office building, and
the commute itself. Much of the return to the office timeline revolves around
the types of amenities designed to make life safer and more manageable
while COVID-19 continues to be a concern. However, they don’t necessarily
speak to what a post-COVID-19 world will look like for office amenities. In
fact, these short-term solutions are often just ‘table stakes’ for getting
workers back into the office space.
· Expanded personal space around workstations
· Enhanced cleaning protocols
· Improved indoor environmental quality (IEQ)
Common Areas and Shared Amenities

Condominiums are known for their common areas and shared amenities that
can be accessed exclusively by the residents. However, these amenities have
been temporarily closed to reduce the risk of contracting the virus. Most, if
not all developers have been continuously releasing health and safety
household reminders to mitigate the risk.
Condo residents are always being reminded to avoid crowded places, limit
leaving the unit for non-essential errands, practice social distancing in
elevators, lobbies, and other shared amenities, touch as little surface as
possible, practice frequent disinfection of hands, and follow COVID-19
guidelines set by the property management team. (Vista Residences 2021)
Synthesis
The researchers conclude that the literature provides useful information for
understanding management practice changes. This highlighted the changes in
the property management operations and practices during the pandemic
(COVID-19) up to this new normal. According to Mckercher (2020). During a
disaster, high-performing employees are considered valuable assets for the
company; once the disaster has passed, these employees contribute to the
company's performance recovery. However, management must enact strict
regulations that adhere to the Inter-Agency Task Force (IATF), DTI, and
DOLE workplace guidelines in order to avoid and reduce Covid-19
transmission, reduce the risk of infections, and avoid contact with potential
virus carriers. This, however, aids in the digitalization of property
management. Because of the reduced contact rate, meetings are held online,
billing and collection are handled online, and sanitizing equipment such as
thermal scanners and contact tracing apps are used until adding of a blended
process and medium. According to Peiris, S., and N. De Silva (2020). The
COVID-19 pandemic has a significant impact on the business continuity (BC)
of condominiums. The pandemic is highly contagious, posing a significant risk
in community-based settings where residents share various common facilities
such as lifts, recreation areas, swimming pools, and gyms. They even
encouraged people to take the stairs and implemented additional regulations
in response to the pandemic, such as lowering the elevator passenger
capacity limit. In addition, the management ensures that everything is
properly sanitized before everyone can use it, as well as many other related
regulations. According to Myeda, Kamaruzzaman, and Pitt (2011). The
primary responsibility of facility management is to ensure the property's
dependability, usability, and safety. The study benefits from this because it
discusses the potential and actual changes in operation and management of a
property. And this research will assist other researchers in understanding,
digesting, and confidently discussing their research and topic, particularly
when it comes to handling, managing, and controlling changes in managing
properties such as condominiums.
CHAPTER III
RESEARCH METHODOLOGY
Research Method
The method used in the study is the descriptive-survey methodology.
The descriptive method used in the study is to determine the effectiveness of
the changes in property management operation and practices in the Cedar
Crest Condominium in times of new normal.
Research Method Use

This research study will use the quantitative method. The researchers
will use the quantitative method to collect quantifiable data to plan certainties
and identify the research designs. The researchers will use it as a source of
statistical reviews and numerical data to analyze in the form of survey data.
The researcher will utilize the method by using a questionnaire checklist as a
tool for gathering data and collecting information for the study. The
descriptive method will assist the researchers in determining an appropriate
interpretation of the data collected on the effectiveness of changes in
property management operations and practices in times of pandemic up to
this new normal.
The researcher will use this method since it is the most convenient method
for determining the effectiveness of property management operations and
practices in the event of a COVID-19 epidemic and new normal in Cedar Crest
Condominium.
Population
The respondents will classify into Unit owners and tenants. The
population of Cedar Crest Condominium Corporation, Acacia Estates is 101
residents.
The researchers chose this format to distinguish the Effectiveness of

the Property Management Operation and Practices in times of New Normal. It
is for the changes of management's operations and practices in the said
condominium.
Description of the Respondents

The respondents of this study are the residents of Cedar Crest
Condominium. The residents have sufficient information to answer the survey
questionnaire posed in our study. The residents of Cedar Crest Condominium
are the ones we choose since they're the individuals who are affected by the
proposed changes in operation and practices in the property, and we want to
know how effective the newly implemented operations are to the residents.
The survey will be completed by the respondents, providing the researchers
with the necessary information.
Instrumentation
To gather all the data and information the researchers will be using the
survey form and come up with the results. The researchers will distribute
survey questionnaires for the expected respondents with the responses
describing the effectiveness of changes in property management with the
day-to-day operation in Cedar Crest Condominium. This is to gather data that
will determine the timely and relevant application of new operations and
practices in property management operation in times of new normal.
Likert Scale
It is often involved in research that employs questionnaires. It is the
most widely used approach for scaling responses on the survey questionnaire
research. When responding to a Liker questionnaire item, respondents specify
their level of agreement or disagreement on a symmetric agree or disagree
scale of a series of statements. We made a 5-point Likert Scale to compute
the respondent’s answer to the questions.
Level of Agreement - 5 point
5 - Strongly Agree
4 - Agree
3 - Neutral
2 - Disagree
1 - Strongly Disagree
Table I
Verbal Interpretation
Verbal Interpretation Point System Range
Strongly Agree 5 4.26 - 5.00
Agree 4 3.51 - 4.25
Neutral 3 2.76 - 3.50
Disagree 2 1.51 - 2.75
Strongly Disagree 1 1.00 - 1.50
Verbal Interpretation
The survey will compose of questions that will help the researchers
to measure and determine the effectiveness of the changes in property
management operation and practices in operation in times of new normal in
Cedar Crest Condominium which are a basis for the resident’s satisfaction
using the 5-point Likert scale in table I. The table I show the point of scale
value and description of the Likert Scale System.
Data Gathering Procedures

The researchers use survey questionnaires to gather data from the
respondents in Cedar Crest Condominium. The researchers will coordinate
with the administration to the said condominium to determine the availability
of the target respondents. The researchers will communicate with the
employees and tenants/unit owners through email, text message and even
call just to confirm with the answer regarding respondents availability. The
researchers will then appoint the date and time to start distributing the survey
questionnaire about how effective the new practices in the property
management operations, as soon as the availability and respondents are
ready. The researchers will be using the data as their reference for the study.
Statistical Treatment of Data

The researchers will collect all the data by proposing a survey that will
serve as the needed primary information. Survey research is a useful and
legitimate approach to research that has clear benefit to describe and explore
variables and interpret data according to (Check & Schutt, 2012), Survey
research is deﬁned as “the collection of information from a sample of
individuals through their responses to questions” This type of research allows
for a variety of methods to recruit participants, collect data, and utilize various
methods of instrumentation. Survey research can use quantitative research
strategies (e.g., using questionnaires with numerically rated items),
qualitative research strategies (e.g., using open-ended questions), or both
strategies (i.e., mixed methods). Also, the researchers will present the said
information in a tabular form and with the help of the statistical tools it can be
easy to analyze and interpret the data.
The following are statistical tools used to in this study;
The researcher selected Slovin's formula to determine the primary

responder size samples, which represent the whole population of Cedar Crest
Condominium in Taguig City who participated in the study. Based on the
population in Cedar Crest Condominium Corporation, the researchers will be
able to determine the study's sample size.
1. Slovin’s Formula
n = N/ (1+Ne2),
where;
n= number of Respondents
N= total population
e= margin of error
Where;
n=(population)/ (1+(population) x .05)
= ((Number) (Respondents)
2. Frequency Distribution was used to determine the majority and minority

responses of the respondents. This was calculated using the following
formula:
Frequency Distribution=n/T*100%
Where;
n= number
T= total number of respondents
3. Percentage was calculated using the following formula to present the

demographic profile of the respondents:
F
Percentage = P ×100
N
Where;
P= percentage
F= frequency
N= number of respondents
4. Weighted Mean

This is used to determine the significance of each item in the survey. The
weighted mean is calculated by multiplying each value by the appropriate
weight factor, then summing and dividing by the total number of
respondents:
Σ fx
x=
n
Where:
X= Weighted Mean
f= Frequency
x=Raw Score; n= Number of respondents
5. The Chi-Square (X2) test
This is utilized to determine the significant effect of property management

operation and practices in times of COVID-19 pandemic: A Study of the
Effectiveness of Changes in Property Management Operations and Practices in
Times of New Normal in Cedar Crest Condominium Corporation
The formula is:
( OF−EF)❑2
x 2=Σ
EF
where = Chi square test value
OF= the observed frequency
EF = the expected frequency

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UNIVERSITY OF MAKATI

A Study of the Effectiveness of Changes in Property Management

An Undergraduate Thesis Presented to the Faculty of the

In Partial Fulfillment of the Requirements for the Degree

Property Management operations and practices refer to all activities

The cooperation of the employees and the condominium corporations

INPUT PROCESS OUTPUT

Statement of the Problem

The purpose of this study is to determine how effective the Cedar

Specifically, this study seeks to answer the following questions:

Significance of the Study

Unit owner/ tenants

This research may serve as an instrument for future researchers to consider

3D Registration - a new way of filling up information in the management

Adaptation - It intends to establish the procedures for use by industrial

Disaster Management - it has the capacity to deal with natural calamities,

Gender – Both male and female only.

Legal Considerations - It is assessed before an epidemic has an impact on

Maintenance - a service that ensures cleanliness and safety in the property.

Operations - Identifying and implementing changes that can make the

Regulations - a rule that a company implemented.

Resilience - a capacity that can recover from the pandemic.

Real Estate - a land that consists of land and buildings on it.

Safety and Security

Property management and maintenance

Other leasing considerations: operating expenses and rent

Precautions related to building ventilation

Impact on special waste collection and deposit-returns

The COVID-19 management framework

Disaster management standard operating procedure

Resilience during Pandemics

Factors Influencing Residential Satisfaction

Employee engagement practices during the COVID-19 lockdown

Operational risk management

Business Continuity Planning

Strategies used to meet the Expectations of Property Owners

Challenges of Realtors During the COVID-19 Pandemic

Condo finances feel the COVID effect

Collection of a Property Tax on Common Area

The nuances of amenity access during COVID

COVID-19 Precautions for Multi-unit Residential Buildings

According to Eykelbosh (2020) Protecting the residents of multi-unit

All communities have a way to inform or communicate with directors or

Handling Resident Complaints

No matter the size or economics of a given building or association, there

Safety and Security Measures

Organizational Response and Employee Coping behavior

Banking and Finance

Strategic Responses and Organizational Adaptations During the

Financial Implications Due to Government Health Protocols

Smart property management

Adoption of E-Payment Systems in the Philippines

Industry study of Electronic money

Face masks and physical distancing: Hawa as negotiated concept

Virtual meetings, a way to keep in touch

Collection of Condominium Dues and Fees

Regular Work Schedules

Practices in Property Management

VAT and Income Taxing Condominium Corporations

COVID-19’s Impact on Amenities— in the Short Term

Common Areas and Shared Amenities

Research Method Use

The researchers chose this format to distinguish the Effectiveness of

Description of the Respondents