At Dweck Properties, great property management is about more than maintaining buildings. It’s about creating communities where residents feel cared for, supported, and truly at home. Few people embody that philosophy more than Carlos Baires, this year’s DweckSTAR of the Year and Property Manager at The Gramercy. Known for his hands-on leadership style, strong customer-service mindset, and deep care for residents and employees alike, Carlos has built a career rooted in connection, empathy, and hard work.

Carlos’ story begins long before property management. He came to the United States from El Salvador when he was just two years old and grew up in Crystal City, only blocks away from the communities he now manages and calls home. Some of his favorite childhood memories took place in the old Crystal City Underground, where he spent time with his cousins and brothers at the arcade or playing soccer nearby. As a kid, he even cut grass for a local property manager, never imagining that years later he would return to the same neighborhood as an industry leader. “Crystal City was my oyster,” Carlos shared. “My whole life is here. It’s a full-circle moment to come back and manage properties in the same area where I grew up.”

Interestingly, Carlos originally thought he would become a teacher. One of his favorite educators, Miss Hammerly, left a lasting impression on him because of the way she supported and encouraged her students. That experience stayed with him and helped shape the way he approaches leadership today. “What stayed with me was the idea of helping people and leaving a positive impact,” he said. “That’s what I try to do every day now.” His path into property management started with customer service, then bookkeeping, and on to assistant property management roles. One opportunity came after a resident who jokingly referred to himself as “the mayor” of a property recommended Carlos for a position, recognizing his natural ability to connect with people and solve problems thoughtfully. That position ultimately led to Carlos’s tenure with Dweck Properties. Over the years, Carlos continued to grow, eventually taking on regional management responsibilities before moving to The Gramercy in 2024. Drawn to the property’s prestige and retail component, he saw it as an opportunity to continue expanding both personally and professionally.

Throughout his career, Carlos has learned that strong leadership starts with listening. Early on, he admits he often felt pressure to do everything himself, but experience taught him the importance of building trust within a team and creating an environment where people can succeed. “I had to learn that my way isn’t the only way,” he explained. “If we succeed, we succeed as a team.” That philosophy shapes the culture at The Gramercy, where communication and collaboration are central to daily operations. Carlos credits much of the property’s success to the people around him, from the front desk staff to the maintenance team, all of whom play an important role in creating a positive experience for residents. He believes transparency is equally important, especially during challenges. “If we make a mistake, we acknowledge it and communicate how we’re going to fix it,” he said.

Customer service remains at the center of everything Carlos does. He believes residents remember how they are treated long after an interaction is over, and that meaningful service goes far beyond simply knowing someone’s name. “I can remember a resident’s name or their pet’s name, but if they have a water leak and I don’t handle it properly, none of that matters,” he said. “Service always comes first.” That mindset has helped foster strong relationships within the community and contributed to The Gramercy earning recognition as Property of the Year, alongside Carlos’ DweckSTAR of the Year award. While Carlos was honored to receive the individual recognition, he says the team achievement meant even more. “We worked so hard last year,” he shared. “Property of the Year reflects how strong our team is and how much everyone cares.”

No two days in property management are ever the same, and Carlos embraces the unpredictability that comes with the role. “You come in with an agenda for the day, and an hour later the agenda is out the window,” he laughed. While some days are spent responding to emails or handling operations, others require quick thinking and immediate action. One memorable example occurred during what the team now jokingly refers to as the “No Time for Fire” incident (a nod to the “No Time to Die” James Bond film that had recently been released). After a resident rushed into the lobby alerting Carlos to a fire that had started in the construction lot next door, Carlos immediately grabbed a fire extinguisher, jumped the property wall, and sprinted toward the flames to help put them out before emergency crews arrived. The moment was made even more memorable by the fact that he was dressed in a formal black suit and bowtie at the time, looking, as coworkers described it, “like James Bond.”  For Carlos, though, the response felt instinctive. Whether the emergency occurs directly on the property or next door, his priority is always to protect the people and community around him.

Outside of work, family is Carlos’ greatest motivation. Much of his free time revolves around his son, whose recent soccer season has brought back memories of Carlos’ own childhood playing sports around Crystal City. “When my son was born, he became my biggest motivation,” Carlos said. “I learned hard work from my parents. My dad worked two jobs without speaking English, and that taught me the importance of providing for your family.” 

When asked what advice he would give someone entering property management today, Carlos keeps it simple: lead with empathy. “You’ll succeed based on how well you treat people,” he said. “Try to put yourself in other people’s shoes. Treat others the way you wish to be treated.” For Carlos, success has never just been about awards or recognition. It’s about the impact he leaves on the people around him and the communities he helps build every day.

As meaningful as this recognition is, Carlos is quick to point out that none of his success happened alone. Throughout his career, he has been shaped by mentors who challenged and encouraged him, teammates who supported him, residents who trusted him, and family members who taught him the value of hard work and perseverance. Before closing our conversation, Carlos wanted to recognize and thank the people who guided him throughout his journey and helped shape him into the leader he is today.