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Kenneth Ko

Pacific Place Apartments prides itself on having multilingual and meticulously trained staff

GRACIOUS AND attentive service are an integral part of Swire Properties' Pacific Place Apartments.

Supported by a team of dedicated customer service staff, the premier serviced apartment complex strives to differentiate itself from local and regional competitors with the quality of its property and personnel.

Leasing manager Jeremy Lamburn said: 'We are proud to offer a full-sized home rather than a hotel suite. Added to that is a level of service that is second to none.

'From initial leasing inquiry, apartment viewing, contract conclusion, move-in and settling in to departure, home-seekers and residents are served by the same team of Swire Properties staff.

'This is to ensure our residents' special needs and preferences are carefully taken care of.'

As part of efforts to enhance its personalised service, the property is equipped with the latest technology to help match apartments with residents' requirements.

Individual preferences such as a resident's preferred view, apartment category, layout, colour scheme and other special requests are recorded in its customer relationship system.

'With our wireless LAN coverage at Parkside [luxury suites at Pacific Place Apartments] and our wireless check-in capability, check-ins are now virtually paper-free and not confined to the service desk,' Mr Lamburn said.

'Resident services teams have become mobile.

With their tablet PCs, they are free to greet and check-in arriving residents as they enter the building and escort them to their awaiting apartment.'

He said the team of resident services staff were multilingual and  meticulously trained to create a warm, luxurious experience for guests. As part of the service and personal care, frontline staff make every effort to remember the names of all the residents, including partners and children.

Special occasions such as anniversaries and birthdays are noted and celebrated with surprises.

'For new arrivals, our staff will also help orientate them to ensure they settle into Pacific Place as well as Hong Kong smoothly,' Mr Lamburn said.

For example,  staff provide residents with detailed information on transport, shopping and tourist attractions in Hong Kong.

Residents are also given a brief introduction to the history of local festivals to absorb some of the culture, along with practical information on public and bank holidays or traffic arrangements  during special events.

Mr Lamburn said 90 per cent of Pacific Place residents were long-standing corporate clients. While a high percentage were from the United States and Europe, the property had also seen steady growth from regional areas.

'Having positioned ourselves from day one as Hong Kong's true deluxe-grade serviced apartments, our self-imposed levels of service often exceed the requirements and expectations of our residents,' he said.

'At the same time, managing a hospitality environment is a constantly evolving practice. We must remain attentive to spot the changing needs of our residents to ensure that new needs are met just as efficiently as traditional ones.'

Mr Lamburn said Pacific Place was careful to ensure that manpower was maintained at a level that allowed the property to continue to offer its renowned service standards while keeping rents competitive.



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Swire Group

Emphasis at top residence is on excellent service