DDG's unique multiplatform approach integrates investment, design, development, construction and property management to enhance the resident experience.
DDG’s 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’s vision: enhancing resident experience at a condominium property with street-level retail.
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.
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.
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 said.
A video about DDG’s ThreeSixty Leadership Initiative is available at www.irem.org/remewinners.
The IREM® REME Awards recognize real estate management companies and individual practitioners for innovative, leading-edge, business practices and initiatives. For more information about the 2016 IREM® REME Awards, visit www.irem.org/REME.