In the summer of 2008, Charles MacPherson Associates (CMA) was retained by Quintess, Leading Residences of the World (LRW) to look at the luxury brand’s existing standards and operations as they related to housekeeping as well as maintenance and repair in their international portfolio of 80+ residences. CMA was to recommend enhanced efficiencies and augmented service standards with the objective of increasing the level of satisfaction among the Destination Club’s Members.
The project began with rigorous research whereby CMA entered the Quintess, LRW organization at various levels to interview employees ranging from front-line, member-facing Destination Hosts to the management team at corporate head office in Broomfield, Colorado.
A CMA team consisting of experts in the field of luxury residential housekeeping as well as residential management was assembled and dispatched to three Quintess, LRW destinations including New York City, Napa Valley and Deer Valley.
The interviews and site visits culminated in a detailed interim report that recommended service and housekeeping standardization as well as a preventive maintenance program for all Quintess, LRW residences.
Working closely with Quintess, LRW’s management team, CMA captured the new Standard Operating Procedures into three succinct and mission-targeted manuals. These include:
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