Taking apartment operations to new heights
A luxury apartment turns over, and our expert team leaps into action. Every inch of the unit is inspected, updated, repaired, or replaced, from paint and flooring to energy-efficient appliances and A/C units. But that’s just the beginning of our unmatched customer service delivery model.
In contrast with a commercial building, where tenants typically leave at the end of the workday, multi-family residential buildings can bring questions, issues, and work order requests any time of day or night. Facility services for multi-family residences is a niche market—a highly complex undertaking that requires a deep bench of experience in areas ranging from facilities engineering expertise to five-star customer service delivery. UG2’s ever-expanding roster of multi-family residential customers includes luxury buildings whose apartment dwellers have the highest of expectations. We have built a reputation in that space for excellent, responsive customer service that goes above and beyond, exceeding the demands of even the most discerning residents. The commitment of our individual employees and the seamless nature of their work as a team are critical to ensuring the premier service that has earned UG2 the highest customer retention rates in the industry.
Our Talent Sets Us Apart
At the core of UG2’s success is our ability to recruit and develop the most dedicated, hardworking employees in the market—professionals who care deeply about their work and embrace every opportunity to learn, well beyond their best-in-class training. Our teams work seamlessly with contributions from several key positions:
The superintendent or resident manager acts as a chief engineer, overseeing day-to-day operations—the mechanical aspects of the building such as boilers, chiller plants, cooling towers, A/C, and heat pumps. They know the building and residents well, and run a tight ship 24/7.
The front of house team consists of the door attendant and concierge/front desk attendant. They greet you when you arrive, receive your catalogs and packages, and input work orders on your behalf.
Also reporting to the resident manager and keeping things running smoothly are the mechanic or handyperson, maintenance technician and janitorial team, while the day porter, cleaners, gardeners and landscapers maintain a pristine, inviting environment, outdoors and in.
Of course, we scale up the number of employees for each position based on the size and unique needs of each building. As amenities become increasingly important to curb appeal and residents’ satisfaction, we add team members with specialized training to manage the related upkeep. In the background—and always available—are our own in-house experts and the team overseeing budgeting, staff management, training, HR compliance, and more.
Combining regular training on front-of-house best practices, standardized concierge services, and adherence to residential engineering standards makes for comprehensive service delivery that sets UG2 well apart from the competition.
Expertise and Partnerships Make All the Difference
Because of our breadth of expertise and deep relationships in the industry, UG2 knows who to partner with for the services that are necessarily outsourced, from elevator and fire pump maintenance to oversized chillers and water treatment. In fact, our regional supervisors are engaged members of the local guilds and associations for building managers and owners in their city.
On a more personal level, the effort we put into understanding every property adds ease and comfort to the day-to-day lives of the residents. We know their needs and preferences inside and out, from how they prefer to be addressed to when they like to receive their packages. At the same time, we are earning the trust of our customers’ asset managers and property managers.
As much as any other customer base, our multi-family residential building customers demand that UG2 put our best foot forward. We are incredibly proud to go the distance for them, every time.