Services
Supervisory Services
Does the service still match the brand and the budget?
Supervision of the building in ongoing operations.
Why it matters
Once a branded building opens, the brand's agreements give it obligations that last for decades: approving operators and budgets, auditing standards, and responding when owners or the operator raise issues. Most brands do not have a residential team in every market to carry these out.
When supervision is missing, standards drift and the brand finds out late, usually through an owner complaint. We carry out the brand's obligations on its behalf, so the name on the building is looked after in practice.
What the work covers
Standards audits
Regular audits of service, staffing, amenities and building upkeep against the brand's residential standards, with findings the operator can act on.
Approvals
Reviewing what the agreements ask the brand to approve: annual budgets and service charges, operator or building manager appointments, changes to services and standards.
Dealing with issues
Acting for the brand when owners, the owners' association, the developer or the operator raise a problem, and following it through to resolution.
The operator relationship
Regular reviews with the operator or building manager on performance against the agreements and the standards.
Reporting to the brand
A clear view, building by building, of how each residence is running and where the brand needs to decide or act.
How we work
Set-up
We read the agreements and standards for each building and agree the scope of supervision with the brand.
Supervision
Audits, approvals and operator reviews on the agreed cycle.
Issues
We act on the brand's behalf when problems arise, within the authority the brand gives us.
Reporting
Regular reports to the brand, building by building.
Is this for you?
Who it is for
Hotel and non-hospitality brands with branded residences in operation, from a single building to a portfolio.
What you receive
- A supervision programme for each building that carries your name.
- Audit reports and approval recommendations.
- One point of contact for owners, developer and operator on brand matters.
How it is funded
Supervision can be paid for through the service charge, through the brand's management or supervisory fees, or a combination, depending on what the agreements allow.
In a mixed-use scheme
In a mixed-use scheme, residential supervision has to sit next to the hotel's own brand oversight. We keep the residential side clear where services and costs are shared.
Questions we are often asked
Can this replace a residential team at head office?
Yes. Supervisory Services can run as the brand's residential function for operating buildings, building by building or across a portfolio.
Do you replace the operator or building manager?
No. They run the building. We supervise on the brand's behalf.
Why us
We have worked on the brand side and the operating side. We know what the brand has agreed to, and what it takes to deliver it in a running building.
Buildings already open under your name? Talk to us about supervision.
Get in touch