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Teamwork with a smile and lots of heart

Property management firm Hong Yip Service has a workforce of close to 8,000, and they are all trained to exceed customer expectations

HONG YIP SERVICE, a wholly owned subsidiary of Sun Hung Kai Properties, has won the Corporate Service Team of the Year category in its first appearance in the CRE Awards.

The company is no newcomer to benchmarking competitions. Providing property management services, its stated core value is 'building homes with a heart'.

'We are really excited about taking part in these awards - it has fully manifested our competitive edge over other contenders with respect to our unsurpassed teamwork and exquisite customer services,' said Alkin Kwong, director and general manager of Hong Yip Service.

'Over the years, Hong Yip has been participating in various competitions by which the company can review the operations and further improve its services.'

Development of the company's human resources is one of its key goals.

'A people-oriented culture has become important in industry and Hong Yip is extremely concerned about the quality of its staff,' he said. 'It has more than 7,900 employees. A well-equipped training centre was established to nurture staff as a dedicated team to serve clients better.'

Besides ensuring that all its employees have the professional training to do their jobs well, Hong Yip makes sure they are customer-oriented, providing the best service possible with 'smiles from the bottom of their hearts' and striving for excellence in the pursuit of their careers.

Hong Yip is one of the largest property management companies in Hong Kong. Dedicated to enhancing the living environment of residents and tenants, it strives to provide the best possible services to its customers. It manages more than 1,000 buildings in Hong Kong.

Private estates, Home Ownership Scheme flats and public housing estates are included in the company's portfolio, as well as grade-A offices, shopping centres and government properties. Landmark projects include Le Sommet, No. 127 Repulse Bay Road, the Royal Peninsula and Oscar by the Sea.

'Being a wholly owned subsidiary of SHKP, we have a very strong management team with more than 7,900 well-trained management staff coupled with strong technical support from 14 subsidiary companies providing professional services like mechanical and electrical maintenance, water pump maintenance, security and burglar-alarm systems, and cleaning and gardening,' Mr Kwong said.

'Besides, we have a well-established Quality Management System with ISO 9001: 2000, ISO 14001: 2001 and OHSAS 18001: 2000, and a comprehensive surveillance system, which includes property management studies by SHKP, monthly home visits by Hong Yip Internal Audit, an annual customer survey conducted by City Facilities Management Consultancy, mystery shoppers, top management home visits, customer opinion surveys, and a 24-hour customer service centre.'

How does the company define customer service? 'Hong Yip's mission is to provide excellent customer service, which means that we are not only satisfying our customer needs but also consistently striving to exceed customer expectations,' Mr Kwong said. 'Furthermore, our strong network and back-up service enable us to provide a one-stop service in various sectors tailor-made to customer needs.'

With a corporate philosophy 'to deliver premier service with ultimate courtesy, managing every property to the highest standard of quality,' Hong Yip, established in 1967, benchmarks customer service against some of the world's top hotels, such as the Four Seasons.

'This year we have engaged Tiptop Consultants to develop a new training programme with a view to further enhancing our services and strengthening our market leader position in the property management sector,' Mr Kwong said.

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