Customer Support
Our Story
Over 2000 businesses (and counting) choose Grace Hill for training, policy, survey, mystery shopping, reputation management, and virtual leasing and video tools. Why? The answer is simple. Our technology and our team! Our solutions are designed specifically for multifamily and commercial property management companies. We are passionate about this industry and we have real-world experience that makes an impact for businesses like yours.
In other words, we LIVE and LOVE this stuff!
Our Mission
It's simple, our mission is to create a positive experience for employees, businesses, tenants, and residents every day.
Core Values
We believe delivering an exceptional customer experience begins with our core values exemplified by G.R.A.C.E.
Policy, Training, and Assessment Solutions That Drive Performance
Training
Training
Trusted by over 2,800 companies, Grace Hill provides the tools you need to confidently educate employees and reduce organizational risk.
Plus, our award-winning training content is comprehensive, and our Learning Management System (LMS) is easy to administer, so you can focus on what matters most — developing employees and satisfying residents!
Policies
Policies
Grace Hill has helped multifamily organizations customize, distribute, and maintain policies for more than 25 years. Empower your team with comprehensive, industry-specific policies accessed through PerformanceHQ, our new technology platform.
Mitigate risk by ensuring everyone understands your expectations and can easily access up-to-date policies at any time, on any device. Plus, new, advanced features increase employee engagement and policy compliance with less administrative time and effort.
Mystery Shopping
Mystery Shopping
As a property manager, you want to provide prospective residents with an exceptional and consistent experience, but even the best teams can miss blind spots that impact first impressions. Backed by more than 35 years of multifamily industry expertise, Grace Hill Mystery Shopping is your trusted guide to performance improvement. Our unbiased evaluations blend technology with assessment best practices to uncover the hidden moments that make or break a lease.
Surveys
Surveys
The link between satisfaction and renewals is undeniable, but gathering unbiased feedback from employees and residents can be challenging. KingsleySurveys has comprehensive survey tools that real estate organizations have trusted for 35 years.
We understand your organization’s challenges and can help you seamlessly capture the data you need to improve overall performance. Our survey solutions and robust reporting make it easy to analyze resident and employee sentiments, along with in-house experts who can help translate the results into actionable insights.
Reputation Management
Reputation Management
Today, your online property reputation has become just as important — and much longer lasting — than traditional “word-of-mouth” reviews. But, managing feedback scattered across the web is time-consuming, and generic solutions lack industry-specific features.
Grace Hill’s enhanced Online Reputation Management (ORM) solution offers a consolidated view of your reviews, listings, and social sites, along with key metrics to help you understand overall performance.
Virtual Leasing (Realync)
Virtual Leasing (Realync)
Losing leads to competitors? Ninety-nine percent of renters say they want to see specific unit details and envision the exact unit they’ll rent. However, leasing teams at apartment communities struggle to capture and convert leads because they lack the tools to offer personalized and engaging unit-level video experiences.
That’s why Grace Hill now offers Realync, providing innovative video and virtual solutions tailored for resident tours and communication in the multifamily industry.
Credentials & CECs
Credentials & CECs (Visto)
Invest in your future with Visto. Whether you are just starting your career in property management or looking to advance your earning potential, Visto has the credentials and Continuing Education Credits (CECs) you need. In partnership with the National Apartment Association Education Institute (NAAEI), Grace Hill designed Visto to be the most convenient way to invest in your career development.
How We Do It
Grace Hill's proven processes and dedicated team are the secret to decades of satisfied and successful clients. Experience trusted implementation, personalized support and industry expertise when working with Grace Hill.
How We Help Businesses Like Yours
"Grace Hill's PerformanceHQ is an amazing platform. It takes our teams on a journey that is tailored to their specific needs and wants, with a built-in tour guide that is pushing them to succeed at every turn. We love it!"
Michael Johnson
Director of Training at AOG Living
“We choose Grace Hill because of its comprehensive and integrated approach to reputation management; it's reputation stood out as the best fit for our needs and provided a more holistic and efficient solution for managing our reputation across multiple properties.”
Karla Alfaro-Seda
Marketing Manager at Clarion Management
"The information we get from KingsleySurveys is invaluable in assessing operations and service gaps, helping us improve in real-time rather than months after the fact. The results speak for themselves with improved satisfaction scores across all KPIs each year since we began."
Laurel Zacher
VP of Marketing & Customer Engagement at Security Properties Residential
"Realync has been an invaluable partner in our marketing efforts. Their platform is user-friendly, their support team is incredibly responsive, and their commitment to innovation is evident. Allowing our PPC campaign partner to use Realync tours in our paid ads has helped to increase conversions by 145%."
Angie Lombardi
Vice President of Marketing at Franklin Group
Grace Hill Gives Back
We’re committed to making a positive corporate and community-based impact. The Impact Hero Awards Program recognizes individuals at Grace Hill client companies who go above and beyond to help others and make a difference in their local community.
Work as a Team. Win as a Team.
Remote-first, but always connected.
We love people, family, pets and making an impact in the lives of our customers. We live out our core value of better together and 100% believe that we can do anything working as a team.
Meet Our Leadership Team
Kendall Pretzer
CEO
Kendall is the CEO, joining in 2018 after her company, The Strategic Solution, was purchased by Grace Hill. She has devoted most of her career to commercial and multifamily real estate, having served the industry for 30-plus years. Kendall loves playing tennis and pickleball and has been married to Fred for 33 years; together, they have two children, Ben and Allison, a dog, Charlie, and a cat, Coco.
Charles Loop
Chief Financial Officer
Charles is the CFO for Grace Hill and joined Grace Hill in the fall of 2022. Charles has led teams in finance, operations, and sales that delivered software and service solutions in various industries including travel, hospitality, and critical infrastructure services. He enjoys snow skiing and recreational cycling with his wife Lian of 29 years and sons, John and Eric.
Todd Harkness
Chief Revenue Officer
Todd is the CRO for Grace Hill. He has an extensive background in software sales and operations, having worked for several ERP software Fortune 100 companies. Todd joined Grace Hill in 2022. He is an avid BBQ enthusiast and spends much of his free time cooking, watching college sports and spending time with his wife, Angie and daughters Ava and Breeana and their dog Ziggy.
Traci Johnson
Chief Marketing Officer
Traci is the CMO for Grace Hill, joining in 2021. In her background, she has led marketing, sales, operations and product management for ERP software companies serving small and medium sized businesses for 30+ years. Traci enjoys cooking and traveling with her husband Rick. They have two grown children, Garrett and Katelyn and dog Kolby.
Krisann Gaiko
SVP Content Strategy
Krisann is the SVP of Content Strategy for Grace Hill. She joined the team in 2018 after Grace Hill acquired The Strategic Solution. Krisann has spent her entire career in multifamily, including leasing consultant roles and various regional and director-level roles. In her free time, she enjoys spending time with her husband, Jason, and children, Reese, Ryan, and Riley.
Julia Crawford
SVP Product Management
Julia is the SVP of Product Management for Grace Hill. She has over 20 years of product management experience driving innovation in complex product portfolios. She is a leader who drives execution, intending to delight customers by providing solutions for their business.