The Art of Service
elevating property management through hospitality
AKAM’s commitment to service goes beyond the conventions of the industry. By engaging the top talent in the hospitality sector, AKAM builds upon the best practices in the hotel industry to introduce the service that is singular and industry-defining.
“Each building has a character and personality of its own. In today’s day and age, luxury is personalizing the service based on the needs of the residents. That’s what true luxury is.”
~ Vishal Kaura, VP, Premier Hospitality Training & Development (Formerly, Director of Human Resources for Starwood Hotels, IHG and VP, Talent Development at Hilton Brands on the West Coast)
Q: What are the paralells between hospitality & property management?
The parallel between the two industries is about providing the service. Anybody can provide the service, but if you want to provide an elevated service, you want to be able to create that experience for the residents. It’s highly experiential.
Q: AKAM stands for authenticity in service. How do you define that?
Good service is about personalizing the experience and tailoring it based on the needs of the resident. You don’t want to come across as scripted. You want to anticipate the needs, you want to think about what they are looking for, or how they prefer to be contacted. You need to keep all these small touch points in mind and execute the service experience based on the needs of the resident.
Q: Is hospitality service unique in the property management space?
You typically encounter this level of service only at hotel-managed residences. With AKAM, we are bringing something completely new to the industry. We are continuously reinventing ourselves. Our building residents are of different generations, each perceiving service in a very different way. Service today is like a well-tailored suit that has to be customized based on body shape and size. Gone are the days when everybody has to be greeted and treated the same. Everybody wants to have a great experience, but everybody has different definition of that experience. At AKAM, we structure our programs based on that hyper-personalization.