Speaker Handout. Saturday, September 29, :45 PM 4:00 PM. Session Title: Hospitality Best Practices for Property Management (CS-7)

Transcription

1 Speaker Handout IREM Global Summit Saturday, September 29, :45 PM 4:00 PM Session Title: Hospitality Best Practices for Property Management (CS-7) Moderator: Cathy Kleve, CPM Wildamere Minneapolis, MN Panelists: Tamas Vago The Diplomat Beach Resort Hollywood, FL Seok Heon Moon, CPM DOWOO Connect & Development Seoul, Korea

2 Hospitality Best Practices for Property Management

3 Cathy Kleve, CPM Wildamere Minneapolis, MN

4 Tamas Vago Hotel Manager The Diplomat Beach Resort, Hollywood, FL Seok Heon Moon, CPM General Manager Overseas Marketing Division Executive Director Investment Advisory DOWOO Global Networks, Seoul, Korea

5 Customer Service Hospitality Tamas Vago The Diplomat Beach Resort

6 Trip Planning Deciding Factors 1. Location a. Area 2. Accommodation (Hotels vs. Short Term Rentals) a. Amenities b. Room Types c. Beach access d. Pool(s) a. Pool activities e. Restaurants a. Celebrity Chef f. SPA g. Kids Club 3. Pricing 4. TripAdvisor Customer Service 1. Hotel 1, Hollywood Beach $ Star So, so 2. Hotel 2, Hollywood Beach $ Star Good 3. Hotel 3, Hollywood Beach $ Star Amazing! 1. Which one would you pick for your family vacation? 1. 5 nights stay difference between Hotel 1 and 3 = $200

7 Customer Service Where does customer service starts? 3 Phases 1. Pre Arrival 2. On Property 3. Post Departure

8 Customer Service - Pre Arrival Pre arrival One week before arrival Outline property amenities Offer complimentary amenities (Hypoallergenic pillows, special bath amenities) Potential upsell; cabanas, food and beverage amenities, Spa/Restaurant appointments Transportation needs Arrival time Digital check-in (same day) Hilton Honors App Digital floorplans

9 Customer Service - On Property Sense of arrival First impression Valet Posture Uniform Language Check-in Personalized check-in Lines Journey Ambassador Program MOD Program Digital Key Service Standards Each position has one

10 Customer Service - On Property (Continued) Kipsu Text messaging guest services Ice breaker Welcome note Mid stay check-in Rating 1-10 Handling any guest needs KPI measures Farewell Guest folio

11 Customer Service - On Property (Continued) Guest issue Make it Right initiative HEART model First touch resolution 70% chance to regain loyalty! +One Follow up Till the end

12 Customer Service - Post Departure Thank you or text Seeking for satisfaction Salt Medallia Guest satisfaction survey = Exceeding expectation 1-8 = Below expectation Recognition Internal investigation Responses to guest Regain loyalty Social Media Sites TripAdvisor Responses 24 hours Google ranking

13 Customer Service - Summary Service Personalized Service Distinct Personalized Service Distinct = YOU! Be hospitable Get to know your guest Let the guest get to know you Be genuine Be yourself Lifetime connection and followers 70% start with an issue

14 Customer Service Questions? Thank you!

15 Hospitality Best Practices for Property Management: Signiel Residences, Seoul Seok Heon Moon, CPM DOWOO Connect & Development

16 Introduction to Signiel Residences, Seoul

17 Introduction to Signiel Residences, Seoul

18 Exclusive Community Zones at Signiel

19 Additional Hotel Amenities Available to Signiel Residents

20 Services Provided at Signiel

21 Services Provided at Signiel

22 Statistics on Services provided 120% 100% 80% 60% 40% 20% 0% Services Usage Rate Overall Satisfaction Rate 98% 98% 96% 94% 93% 91% Personal Shopper 9% Others Laundry & Housekeeping 22% 86% 82% 81% Valet Service 13% Private Theater 13% Room Service 15% Porter Service 19% Valet Petcare Housekeeping Personal Shopper Interpreter Catering & Chef Room Service Private Theater Porter Three of the most commonly used services show low satisfaction rate

23 Case Study 1 Successful Solution : Private Theater Primary Solution Concerns New Solution First-come First-served Inefficient and Unfair Process Random Raffle Contact Concierge via Phone, SMS or Chat App Reservation result based on how busy Concierge staff are Reservation request received by Monday every week Book Service in order of Concierge convenience Many complaints received about the inefficiency of such method Through raffle software, winners are announced every Tuesday

24 Case Study 2 Short-term Solution : Porter Service Primary Solution Concerns New Solution Single Bay for Entire Tower Slow Sorting Slow Delivery Designated Bay & Staff All parcels & packages for the entire LOTTE tower is collected in one shipping bay Entire parcel sorting is done through LOTTE staff members SIGNIEL-only bay & additional staff members were assigned LOTTE tower s 123 floors are full of offices, hotel & more Very slow sorting leading to slow delivery of the parcels to SIGNIEL residents Digitalized and remotely accessible sorting system is to be implemented in the future.

25 Case Study 3 Solution Required : Room Service Primary Solution Concerns New Solution Immediate Payment Inconvenient During Events Bill-me-later System Residents can order room service and catering to their events from SIGNIEL HOTEL Guests are required to pay upfront mid-event, having to pause the event everytime A simple bill-me-later system can be implemented Residents are required to pay for the services immediately when it arrives Many complaints received from residents regarding the payment methods SIGNIEL RESIDENCE and HOTEL are currently different entities, therefore legal concerns must be addressed

26 All things considered Thank You! Residents First, SIGNIEL RESIDENCES SEOUL

27 Tweetable Tip The best interaction with your clients is the best service one can provide; the value of your property will naturally rise with the clients perception towards your services and property #SIGNIEL #Korea sbest #ClientFirst

28 Hospitality Best Practices for Property Management Cathy Kleve, CPM Wildamere

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31 weekly brainstorming meetings with team (no idea is a stupid idea)

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37 Erin K. Jones Zeller Realty Group

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43 implement no-cost programs and ideas that set you apart -form real relationships with your tenants -have a say yes attitude -form the right team -create a team-driven mission statement -become more bike friendly -consider day cleaning -offer building wide composting -put BEES on your rooftop!

44 approachability > professionalism

45 2017 tenant relations budget: $ 8,350 or $.01psf 2018 tenant relations budget: $18,400 or $.03psf August 2016 (date team hired on): 86% occupied September 2018: 94% occupied # of tenants vacated during tenure: 0 # of tenants renewed during tenure: 11 # of new tenants during tenure: 9

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