SHKP Quarterly

just in the hardware of the properties but also in their professional services, making residents feel at home despite the unfamiliar setting. Understanding the needs of different customers The residents of Signature Homes are primarily professionals and their families, who expect more services in their daily lives. “Our customer service teams understand their needs and provide tailor- made assistance accordingly,” says Derek. “For example, we provide hotel-like concierge services and home appliance repair and maintenance.” The teams often organize activities for the children, giving our residents a warm home feeling. In response to the demand for exceptional service quality, the team recruits staff who previously worked at top-tier international hotels and are accustomed to serving discerning guests. The frontline staff also collaborate with the Group’s other businesses, such as YATA, to swiftly provide quality products and comprehensive services. These measures have helped Signature Homes build up its unique advantages. To cater for the needs of the young generation, the Group launched TOWNPLACE in 2019. Currently, the residents of TOWNPLACE are mostly under the age of 40, with majority of TOWNPLACE WEST KOWLOON residents falling within this age group. Most of the residents are students and professionals. “The new generation is particularly proactive in making new friends and cultivating relationships,” said Derek. TOWNPLACE set up a Community Team, which is a professional services team staffed by energetic young colleagues who have a genuine passion for building connections. They strive to create a friendly and comfortable environment at TOWNPLACE that fosters a strong sense of camaraderie. The Community Team organizes a variety of activities, encouraging the residents to participate and invite their friends to join. “Many people, attracted by the vibrant and friendly atmosphere, moved into our properties after attending our events,” says Derek. “This makes TOWNPLACE a growing and thriving community.” Leveraging technology to define ‘attentive service’ The Group’s property management service is highly regarded for its quality and attentiveness. Derek said the definition of ‘attentiveness’ has evolved over time, particularly as the new generation has their own expectations. “In the past, face-to-face communication was essential for delivering excellent customer service. But the new generation tends to prefer using electronic communication channels. We have therefore embraced technology tomeet their needs.” TOWNPLACE WEST KOWLOON was the first service-apartment project in Hong Kong to add a self-check-in function to its mobile app, using smart technology to enhance the residents’ experience. “Through the TOWNPLACE mobile app, residents can directly complete tasks like booking rooms, checking-in and collecting the digital key. This aligns perfectly with the preferences of today’s tech-savvy younger generation.” Management philosophy: stay positive and pur sue continuous enhancement Derek, an optimist at heart, firmly believes that “nothing is impossible” and there are always strategies to navigate through various scenarios that arise, whether they are favourable or challenging. “I joined Signature Homes in 2020 when the residential leasing sector was impacted heavily by the onset of the COVID pandemic,” said Derek. “However, I realized that there was still considerable demand for housing in Hong Kong. With this insight, I guided my team to revamp our approach from primarily serving overseas professionals to focusing more on appealing to local and mainland customers.” Through strengthening its local digital marketing campaigns, enhancing its social media presence and establishing collaboration with high-end brands, the team elevated the prominence of Signature Homes in the market. Thanks to the team’s efforts, the occupancy rate rebounded to a satisfactory level by the end of the year. In his leisure time, Derek loves playing tennis. As he picked up the sport only in recent years, he spends two to three days a week taking lessons and incorporates running into his fitness regimen. He said, “I find great joy in making improvements, whether it is in work or sports.” He hopes his team not only works hard, but also works smart. He believes that in addition to doing their regular duties, they should constantly seek ways to improve. Managerial staff should allocate up to half of their working time to this pursuit. Staying updated is the key to thriving amid fierce market competition. Derek and the Signature Homes team 孫偉剛與 Signature Homes 團隊 13