Be sure to sign a confidentiality agreement with the search firm and the candidates. This will protect your client and facilitate conversations that lead to better service.
Create a household and property operations manual. If homes that employ household staff do not have such a manual they run the risk of having high turnover and no household service standards. A household staff specialist should design and develop a comprehensive manual that staff can understand (in their native languages) and it should include instructions, forms and any details that will help the employee deliver five-star service for the long run. Corporate staff should not assemble a book for the household staff. A professional who understands best practices in household management, not office efficiencies, should do it.
Conduct an annual performance review. Like corporate employees, professional household staff expect an annual salary increase based on performance and a year-end bonus.
Don't overwork the staff. Be considerate and consistent. Before hiring people, outline and establish what the expected weekly hours of service will be and do not deviate except in an emergency. Contacting staff via text and e-mail after hours is not acceptable. If necessary, compensate them for additional hours worked either in comp time or pay.
Treat staff professionally. Be cordial and kind, as in any business setting.
While hiring a housing staff is no easy task, keeping these simple steps in mind can lead to a better-run household and an even more successful future for the estate owner. Instead of having to focus on the day-to-day problems that arise with a poorly selected, unqualified staff, an estate owner who has an efficiently managed property will have more time to focus on more important matters.
Kim Cassford is co-founder of Cassford Management LLC (www.cassfordmanagement.com), a luxury lifestyle consultancy specializing in estate and household manuals, staffing, household staff training and other luxury lifestyle areas. She can be reached at [email protected].