Residential Operating System for a Global Luxury Hotel Group
A global luxury hotel group with multiple prestigious brands needed a dedicated residential operating system that would deliver a consistent homeowner experience, protect brand equity and accelerate pre-opening across its branded residences portfolio.
The Problem
The group’s residential properties were operating in silos, each with bespoke approaches that created inconsistent homeowner experiences and diluted the value of the master brand. Operations teams frequently defaulted to hotel standards that were designed around short-stay guests, using hotel terminology and KPIs that did not reflect the realities of long-term homeowner living.
Without residential-specific documentation, every new property had to build operating procedures from scratch, making pre-opening planning slow, resource-intensive and difficult to scale as the portfolio grew.
What We Did
Moricon designed a complete homeowner journey framework using a structured four-stage methodology tailored to luxury branded residences.
Defined journey phases
The full homeowner lifecycle was mapped into five clear stages using residential language: Pre Move-In, Welcome & Move-In, Residential Living, While You Are Away and Rental Programme.
Mapped operational dimensions
Within each journey phase, key service areas were identified where standards were required, including Operations Handover, Owner Profile Setup, Property Preparation and Move-In Coordination.
Created residential operating standards
Luxury residential operating standards were developed that define what excellence looks like for homeowners, written specifically for residential use and structured to be brand-agnostic across multiple luxury brands.
Developed SOP templates
Detailed standard operating procedure templates were created for uniquely residential processes, offering step-by-step guidance while allowing for local adaptation to individual property characteristics.
In addition, a Service Promises framework was created for each journey phase, articulating aspirational commitments that guide teams and resonate with high-end homeowners.
The Outcome
Residential properties across the portfolio now operate from a unified framework, giving homeowners a consistent level of service and experience, regardless of location or brand. New developments benefit from comprehensive, templated standards that reduce pre-opening planning from months of custom development to weeks of focused refinement.
Operations teams apply residential-specific standards that reflect homeowner living instead of repurposed hotel procedures, strengthening brand equity, accelerating portfolio growth and creating valuable, defensible intellectual property for the client.
About Moricon
Moricon Consultants partners with luxury hospitality brands to design and implement residential operating systems that protect brand equity, enhance homeowner experience and support scalable portfolio growth.
About Moricon
Moricon Consultants partners with luxury hospitality brands to design and implement residential operating systems that protect brand equity, enhance homeowner experience and support scalable portfolio growth.