A successful concierge program is defined by an understanding of a property’s unique requirements and delivery of a customized service program that addresses them.

Once our services are engaged, we orchestrate a transition that includes an assessment of your current concierge program. This process includes an examination of the following: 

  • Physical access controls and monitoring equipment
  • Key control protocols
  • Written operating procedures, including emergency response
  • Staffing needs
  • Residential service delivery protocols and written standards
  • Technology resources, including software and hardware
  • Training program, standards and documentation
  • Communication protocols, including information sharing and written/digital documentation

In the next step of the transition, we address any deficiencies identified during the review. Recommendations for enhancements become the foundation of customized training programs designed for each property. Besides incorporation of such tailored elements, every Highbridge training program includes:

  • Written standard operating procedures and protocols
  • Property-specific training outline (requiring signatures of employees and trainers to acknowledge successful curriculum completion)
  • Education modules addressing professional conduct and service delivery to residents, guests and vendors
  • Technology training
  • Concierge Code of Conduct