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Developing the Face and Front Line of Luxury Resident Experience

February 19, 2016 | IREM Staff

REME Award Winner Spotlight

DDG won the 2015 REME Award for Leadership for its ThreeSixty Leadership Initiative – which provides leadership opportunities to property management professionals through experiences that broaden their knowledge base, enhance skills, encourage personal growth, and spark interest in the industry. This initiative has a unique multi-platform approach that integrates investment, design, development, construction, and property management to enable team members to seamlessly exercise a key component of DDG’s vision – enhancing residents’ experience at a condominium property with street-level retail.

Extending the Legacy of Luxury though Leadership Development
“After evaluating development, design, construction, and marketing, we sought to ensure the team composed of individuals from hospitality, military, and food and beverage backgrounds knew their importance as an extension of DDG's legacy,” says Ryan Kinser, Director of Concierge Services, Property Manager. “They are essentially the face and front line of our luxury residential environment.”

After its first year of operations the team conducted a needs assessment that included resident and staff feedback. The objectives were to identify opportunities for improvement and to better understand resident expectations. Implementation of the initiative followed a circular model beginning with resident expectations. This led to fine-tuning and staff training. By regularly gauging the residents' experience and expectations, the initiative enabled continuous growth and improvement for the property management team and enhanced service for the residents.

Paving the Road from Expectation to Experience
“The roadway from expectation to experience is in the hands of the building staff,” Kinser says. “We realized by nurturing, training, and elevating our team members, we were enhancing residents’ experience.” The team held resident care sessions to enable team members to shape their learning, starting with the residents at the property. “We evaluated how our residents wanted to feel as they moved through the building, starting from the front door, outside, and then back again,” Kinser says. “We encouraged the staff to envision all aspects of their roles and how they, as leaders and ambassadors of the DDG brand, could add value. Our ThreeSixty approach brought details to the forefront and encouraged team members to explore ways their involvement could close loops and complete the daily circle the residents experience to make their paths smoother and more luxurious.”

DDG ThreeSixty

"What makes a residence luxurious?" Some team members pointed to the building, staff, amenities, and price, while others pointed to sustainability and maintenance. This produced great starting points. The team toured luxury hotels to observe decor, uniforms, lighting, and care taken by staff. Hotel staff often have 24 hours or less to complete the path to customer satisfaction. The team learned from these tours, took notes, asked questions, and engaged in conversation about standards and leadership. Team members grew more engaged and determined to deliver higher standards of service.

DDG started a book club that included everything from “One Minute Manager” to “Songwriting Strategies” to art and design books. This enabled the team to compare similar approaches with dissimilar goals. “The team expressed interest in sustainability so we dedicated training to LEED certification, which afforded greater knowledge to build on their enthusiasm,” Kinser says.

Closing the Loop Leading to Luxury Service
DDG launched a ThreeSixty point system recognizing staff for outstanding leadership contributions. Team members utilized their knowledge to establish standards for property tours, uniform inspections, and cleaning detail. “We engaged team members at all levels to contribute ideas and recommendations and we incorporated those ideas to create symmetry in the service we provide our residents,” says Kinser. “This emphasis on leadership development motivated our team members – engaging them in the loop enabled them to reveal their potential and use their newly polished skills to deliver outstanding, luxury resident service.”

Watch a video of DDG’s ThreeSixty Leadership Initiative. Learn more about the 2015 REME Award Winners.

Submissions for the 2016 IREM REME Awards are now being accepted.

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