Best-in-class talent serving marquee properties throughout New York and South Florida enhances services to enrich residential experience

By Vishal Kaura, Vice President, Premier Hospitality Training and Talent Development at AKAM

Every residential property has a character of its own, for which delivering a luxury residential experience requires personalizing service tailored to each. This is the guiding principle behind AKAM’s latest initiative and pillar of excellence, focused on elevating staff and services to the highest standards. As a leading property management firm, we take the ethos of hospitality offered within the world’s most coveted hotels and apply this to every residential property we serve. In doing so, we have transformed the residential experience, delivering an offering that is emotional, memorable, and unmatched in today’s market. 

The importance of raising the bar for what is considered an exceptional residential experience is a top priority at AKAM for a multitude of reasons. There is only one chance for a first impression and it takes just seven seconds for the average person to spot 11 deficiencies in a given situation. When it comes to a customer service interaction, we are typically drawn to the sharpest looking person because we recognize that the way they care for their self-image is reflective of the care they will give us. 

Going beyond simple aesthetics and amenities, it is important to customize every element of the lifestyle within a property, inside and out, and engage all senses - from what music is playing in the lobby, to the level and tone of common area lighting and even signature scents. A property that checks these boxes anticipates the needs of residents, much like a perfectly tailored suit.

How can a property be transformed to provide this level of luxury service? How can you create a customer service experience that is unforgettable?

It all starts with careful training and a hospitality mindset. The demeanor and professionalism of every team member is critical, so it is important to identify the people who can rise to the levels that are needed. Training in elevated service touch points is part of the process. How can staff open the door in a way that is exceptional? How can staff appearance be enhanced? Consider the greetings and language used by the front desk staff – do they speak in a way that embodies the luxury of the property?   A property’s general manager must ensure that high standards of hospitality training and key learnings are reinforced daily. 

If a building doesn’t have high level service and staff in place, this can be turned around by elevating the talent through proper training and resources. It is about following up with residents and Board members consistently, and engaging in meaningful conversations and interactions. Find out what they need, what is being done and what is expected. Identify gaps and train your existing team to fill them. 

The level of elevation we want to achieve is not an overnight process. Once we identify gaps, we need to create a plan to meet them, and measure the success of this plan every few months. Be critical in analyzing if the goals being achieved and establish key performance indicators to ensure they are consistently achieved. 

When training staff in a new way, you may face resistance to any kind of change. Messaging about the benefits of these changes to staff, residents, and the Board will help manage possible resistance. Make sure that everyone understands how these efforts will benefit them in terms of the pride in the building, increased property values, better quality of life and more. Change is often a challenge, but as Gandhi said, “it’s the only constant in the world.” 

Personalized luxury service is the key to creating a property where everyone wants to live.  AKAM’s expertise in the field of hospitality service at the highest levels is reshaping the property management industry to deliver that exceptional service experience, one building at a time. 

About Vishal Kaura

Hotel industry veteran Kaura developed an understanding of personalized luxury from his experience working with elite global brands, including Hilton, Starwood and InterContinental Hotel Group. Since stepping into this role, Kaura has introduced a hospitality-driven approach that the property management industry has never seen before. In doing so, he has implemented elite standards of service, along with training programs and protocols covering elements such as educating all on-site staff on the intricacies of etiquette and interpersonal communication skills.

About AKAM

Established in 1983 on the premise of shifting the mindset within the industry, AKAM is one of the leading property management firms serving New York City and South Florida, recognized for their highly personalized, attentive, hospitality-led service designed for an enriched residential experience. AKAM’s work is supported by deep knowledge and expertise in the field, and best-in-class talent in hospitality, management, finance & planning, architecture, and related disciplines to elevate and enhance the value of a residential asset. Powered by state-of-the-art technology, and the culture that nurtures and empowers excellence, AKAM seeks to maintain and build upon its definitive leadership in the management space while transforming the future of the industry at large. www.akam.com 

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