{"id":1004145200,"date":"2016-06-01T01:00:42","date_gmt":"2016-06-01T09:00:42","guid":{"rendered":"https:\/\/www.commercialsearch.com\/news\/?p=1004145200"},"modified":"2022-12-05T22:20:32","modified_gmt":"2022-12-06T06:20:32","slug":"the-frontline-of-the-luxury-experience","status":"publish","type":"post","link":"https:\/\/www.commercialsearch.com\/news\/the-frontline-of-the-luxury-experience\/","title":{"rendered":"The Frontline of the Luxury Experience"},"content":{"rendered":"<p><strong><a href=\"https:\/\/www.commercialsearch.com\/news\/wp-content\/uploads\/sites\/46\/2016\/05\/REMELogo.jpg\"><img loading=\"lazy\" decoding=\"async\" data-attachment-id=\"1004145017\" data-permalink=\"https:\/\/www.commercialsearch.com\/news\/better-business\/remelogo\/\" data-orig-file=\"https:\/\/www.commercialsearch.com\/news\/wp-content\/uploads\/sites\/46\/2016\/05\/REMELogo.jpg\" data-orig-size=\"255,197\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;1&quot;}\" data-image-title=\"REMELogo\" data-image-description=\"\" data-image-caption=\"\" data-large-file=\"https:\/\/www.commercialsearch.com\/news\/wp-content\/uploads\/sites\/46\/2016\/05\/REMELogo.jpg?w=255\" class=\"alignright size-full wp-image-1004145017\" src=\"https:\/\/www.commercialsearch.com\/news\/wp-content\/uploads\/sites\/46\/2016\/05\/REMELogo.jpg\" alt=\"REMELogo\" width=\"255\" height=\"197\" \/><\/a>2015 IREM<sup>\u00ae<\/sup> REME Award Winner: Leadership<\/strong><\/p>\n<p><strong>DDG <\/strong><\/p>\n<p><strong>New York City<\/strong><\/p>\n<p>DDG\u2019s ThreeSixty Leadership Initiative 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 multiplatform approach that integrates investment, design, development, construction and property management to enable team members to seamlessly exercise a key component of DDG\u2019s vision: enhancing resident experience at a condominium property with street-level retail.<\/p>\n<p><strong>Extending the Legacy of Luxury <\/strong><\/p>\n<p>\u201cAfter 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&#8217;s legacy,\u201d said Ryan Kinser, director of concierge services &amp; property manager for DDG. \u201cThey are essentially the face and frontline of our luxury residential environment.\u201d<\/p>\n<p>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&#8217; experience and expectations, the initiative enabled continuous growth and improvement for the property management team and enhanced service for the residents.<\/p>\n<p><strong>Paving the Road from Expectation to Experience<\/strong><\/p>\n<p>\u201cThe roadway from expectation to experience is in the hands of the building staff,\u201d Kinser noted. \u201cWe realized by nurturing, training and elevating our team members, we were enhancing residents\u2019 experience.\u201d The team held resident care sessions to enable team members to shape their learning by studying residents residing at the property. \u201cWe evaluated how our residents wanted to feel as they moved through the building, starting from the front door, outside, and then back again,\u201d Kinser said. \u201cWe 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.\u201d<\/p>\n<p>What makes a residence luxurious? Some team members pointed to the building, staff, amenities and price, while others noted 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.<\/p>\n<p>DDG started a book club that included everything from \u201cOne Minute Manager\u201d to \u201cSongwriting Strategies\u201d to art and design books. This enabled the team to compare similar approaches with dissimilar goals. \u201cThe team expressed interest in sustainability, so we dedicated training to LEED certification, which afforded greater knowledge to build on their enthusiasm,\u201d Kinser said.<\/p>\n<p><strong>Closing the Loop Leading to Luxury Service<\/strong><\/p>\n<p>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. \u201cWe engaged team members at all levels to contribute ideas and recommendations, and we empowered and incorporated those ideas to create symmetry in the service we provide our residents,\u201d said Kinser. \u201cThis emphasis on leadership development motived 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.\u201d<\/p>\n<p>A video about DDG\u2019s ThreeSixty Leadership Initiative is available at <a href=\"https:\/\/www.irem.org\/remewinners\">www.irem.org\/remewinners<\/a>.<\/p>\n<p>The IREM<sup>\u00ae<\/sup> REME Awards recognize real estate management companies and individual practitioners for innovative, leading-edge, business practices and initiatives.\u00a0 For more information about the 2016 IREM<sup>\u00ae<\/sup> REME Awards, visit <a href=\"https:\/\/www.irem.org\/REME\">www.irem.org\/REME<\/a>.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>DDG&#8217;s unique multiplatform approach integrates investment, design, development, construction and property management to enhance the resident experience.<\/p>\n","protected":false},"author":755,"featured_media":1004145017,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[26282,21808,22251,21742,21785],"tags":[],"class_list":["post-1004145200","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cpe-daily-newsletter-article","category-featured","category-in-focus","category-latest","category-property-management"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.0 (Yoast SEO v28.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>The Frontline of the Luxury Experience - Commercial Property Executive<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.commercialsearch.com\/news\/the-frontline-of-the-luxury-experience\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The Frontline of the Luxury Experience\" \/>\n<meta property=\"og:description\" content=\"DDG&#039;s unique multiplatform approach integrates investment, design, development, construction and property management to enhance the resident experience.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.commercialsearch.com\/news\/the-frontline-of-the-luxury-experience\/\" \/>\n<meta property=\"og:site_name\" content=\"Commercial Property Executive\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CPExecutive\" \/>\n<meta property=\"article:published_time\" content=\"2016-06-01T09:00:42+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-12-06T06:20:32+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.commercialsearch.com\/news\/wp-content\/uploads\/sites\/46\/2016\/05\/REMELogo.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"255\" \/>\n\t<meta property=\"og:image:height\" content=\"197\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Suzann D. 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