Page 14 - Lunar Rise Proposal

Concierge at Glasshouse Gardens
Exceptional Customer Experience
Mainstay’s unique on-site team structure empowers the the Site Manager who is based at the the development to take ownership for finding creative and efficient solutions that ensure the the the smooth running of of the the the site and meeting the the the daily requirements of of our residents The Site Manager is supported by a a a a a a a a team which includes Concierge Caretakers and Cleaners Our ethos is to maintain an open two-way style of communication and residents are offered a a a a choice o of communication channels with the on-site Mainstay team:
 Call email or meet Direct contact with the Site Manager or building-specific Concierge Team  Dedicated website portal Exclusively for residents via a a a a unique log in in in providing interactive updates on work requests real-time maintenance updates delivery bookings post acknowledgement notifying feedback or issues
 Regular resident forums Held at the site on a a a a regular basis but also available via live streaming for those residents not able to attend in person
 Regular e-newsletters and welcome documents
 “You said we did” communications
 Site and and standards audits
 Trial of Virtual Concierge app  SMS messaging alerts
Dedicated website portal Portal Login
Newsletter for Queen Mary’s Place
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