How to Elevate Staff Performance

The Challenge
AKAM Associates recently began managing a luxury condominium building in Tribeca. Although the building was over two years old, there were no substantial policies in terms of building staff management, such as a handbook, job descriptions, or formal training procedures. In a building with units selling for up to $15 million, residents expected it to be run and maintained as if it were a five-star luxury hotel. But without formal staffing policies and a formal management structure in place, this standard could never be a reality.
The Solution
Observing that staff management was of great concern to the building’s board and unit-owners, AKAM executives, trained in the Ritz-Carlton Hospitality Program, developed a customized staff development program to ensure success. AKAM performed a “time and motion” study to improve the efficiency of the building’s day-to-day work systems. AKAM created a customized staff handbook and personalized job descriptions for each staff member. We also provided one-on-one job training from experts in the field to help guide the staff to meet the new expectations.

The Lesson

It doesn’t matter if a building is uptown or downtown, large or small, in Manhattan, Queens, or Brooklyn: an essential part of your management company’s role is to ensure that your staff provides you with the highest level of hospitality service. It’s all about having direction, support, and maintaining accountability.