Hospitality Experience
Adding Hospitality to Building Security
Our team was engaged by Brookfield Properties, one of the largest real estate organizations in New York City, to transform the service approach of their security staff and officers.
The goal was to integrate hospitality-driven principles into their security operations, ensuring a seamless balance between safety and exceptional client and resident experiences.
This initiative required a fundamental shift in mindset, positioning security personnel as both protectors and service ambassadors within the high-end residential and commercial spaces they managed.
Project Scope
The project spanned over two years and involved extensive training programs focused on enhancing communication, emotional intelligence, and proactive guest engagement. Security officers were trained to approach their roles with a heightened sense of service, learning techniques to de-escalate situations with professionalism, provide courteous assistance, and anticipate the needs of tenants and visitors.
Real-world scenario training and role-playing exercises were incorporated to reinforce these concepts, ensuring officers could apply hospitality-driven service in their daily interactions while maintaining the highest level of security standards.
The long-term impact of this initiative was evident in improved resident satisfaction, enhanced public perception of the security teams, and a noticeable increase in positive interactions between officers and tenants. By bridging the gap between safety and service, this program elevated the overall environment within Brookfield Properties, fostering a welcoming yet secure atmosphere. The initiative not only strengthened the organization’s commitment to hospitality excellence but also set a new industry standard for security operations within luxury real estate.
Project Location
New York City, USA
