In property management, technical operations are the backbone ensuring system safety, daily convenience, and overall quality of life for residents. This role becomes even more critical in large-scale apartment complexes, where diverse amenities and high service expectations demand more than routine system checks. Here, technical management must combine strategic thinking, insights into user behaviour, and the agility to handle real-world challenges with practical solutions. 

In this article, Nguyen Huy Phong, Head of CEs for Residential, Property Management at Savills HCMC, shares practical insights from the technical side of managing residential projects. He discusses the challenge of reducing energy costs to strategies on upgrading infrastructure. With nearly 20 years of experience, he reflects on lessons and real-world solutions drawn from working closely with many large-scale developments across Viet Nam. 

Technical Management: More Than Just Operating Equipment 

According to Phong, technical management in residential projects is unique due to the constant interaction with a wide range of stakeholders, from residents and tenants to building owners’ committees, developers, contractors, maintenance teams, and service partners. He shares, “In office buildings, engineers mainly work with corporate tenants who usually have clear requirements and set procedures, but in residential projects, the engineering team supports a much more diverse community. Every household has its own way of living, different levels of technical understanding, and varying expectations. These engineers need more than just technical know-how — they need strong communication skills, the ability to respond quickly, and the flexibility to effectively manage relationships.” 

Beyond the human complexity, technical systems in residential buildings are also subject to strict oversight under a specialised legal framework. In addition to following manufacturer guidelines, the technical team must comply with operational and safety standards outlined in the Housing Law, Circular 02/2016/TT-BXD, QCVN codes, fire safety regulations, and local requirements. “Even tasks like preparing and updating technical documents, such as operation logs, maintenance schedules, or periodic inspection reports, must be done accurately and consistently. These are mandatory records that must be available during inspections by regulatory authorities,” Phong emphasised. 

On top of core systems like electricity, water supply, elevators, HVAC, and fire protection, all of which must operate reliably and be ready 24/7, modern apartment buildings are also equipped with a variety of amenities. These include swimming pools, gyms, children’s play areas, BBQ zones, and common rooms. Each facility comes with its own operation and maintenance requirements, which directly affect resident safety and the overall living experience.

“Maintenance planning shouldn’t be based only on technical specs. It also needs to factor in how often each area is used and the best timing to avoid disturbing residents. Technicians must understand how each facility works and how residents use them, so they can adjust their approach as needed,” Phong explains. 

From an operational perspective, technicians in residential projects are not merely equipment operators. They are coordinators within a dynamic living ecosystem, where every technical activity is tied to the daily quality of life of the residents. 

A practical perspective on optimising operating costs

Ensuring stable technical operations and reviewing energy cost optimisation, is becoming a core focus in residential project management strategies. In the context of rising electricity prices and growing awareness of sustainable development, the technical team must not only closely monitor consumption performance, but also proactively analyse operational data to identify high-consumption areas and recommend appropriate adjustments. 

“We regularly review energy usage charts in public areas such as hallways, basements, and amenity zones, where lighting, ventilation, and water pumps. Based on these insights, the technical team can propose solutions such as replacing lighting with LEDs, installing light or motion sensors, adjusting HVAC schedules seasonally, or utilising inverters to maximise efficiency,” Phong says. 

At a deeper level, assessing older buildings current conditions and planning technical system upgrades requires increasing attention as a long-term solution to improve operational efficiency and extend asset lifespan. Components such as pump systems, electrical cabinets, elevators, and fire protection systems, which all have limited lifespans, need to be monitored for early detection of deterioration. Renovation efforts not only enhance safety and performance but also help prevent major failures that could disrupt services and lead to unexpected costs. 

“Upgrading systems doesn’t always require major spending,” Phong explains. “The important thing is to have a clear roadmap that matches the building owners’ committee’s budget and investment plans, focusing first on items that affect safety and daily operations. Even small improvements, like boosting equipment efficiency, cutting down energy use, or adding remote control features, can make a big difference in reducing long-term operating costs.” 

Helpful advice for professional growth 

Given the complexity of operations and the high expectations for resident experience, the technical environment in residential buildings requires more than just expertise, it calls for strong management thinking and organisation skills. According to Phong, technicians aiming for a managerial role need technical knowledge and a broad set of soft skills. This means not only mastering systems and understanding operational standards, but also being able to coordinate work, delegate tasks, and manage teams effectively in a multi-stakeholder setting. 

For young technicians, career growth depends not only on hands-on experience but also on a proactive and forward-thinking attitude. “A skilled technician doesn’t just know how to fix something. They must understand why the system works the way it does, what can be optimised, and what risks need to be anticipated. When you shift from a reactive mindset to a leadership mindset, that’s when you truly begin your journey toward professional development,”  Phong shares. 

Thank you to Phong for taking the time to share his valuable experience. See you in the next episode of Humans of Property Management.

About Humans of Property Management 

Humans of Property Management is a content series by Savills that shines a light on the people behind the scenes of property management. From technicians and operations staff to accountants, customer service teams, and strategic advisors. 

Through in-depth conversations, the series offers a genuine, behind-the-scenes look at the world of property and facilities management. This field demands broad expertise, adaptability, and a deep commitment to service. It also serves as a platform to share knowledge and inspire the growing community of professionals dedicated to this dynamic and essential industry. 

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