DECEMBER - JANUARY8 PropTechOutlookOPINIONIN MYThe Macro-Environmental Factors Shaping the Future of Property ManagementBy Robert Stark, Senior Executive Director Property Management Strategy & Operations, MAPP Property ManagementThe `Hotelification' of WorkspaceThe need for consumer-centric service, flexibility, and premium experience has put the office sector squarely into the world of hotels. Property managers will need to find ways of becoming fully integrated with the overall management and operation of sites. Delivering this "high-touch approach" is particularly important when delivering services-heavy third spaces. Another feature of this new breed of workspace is the importance of the brand. Much the same as other high-value consumer sectors such as hotels and cars, the managers of today's office environments will need to provide differentiated levels of services, to meet the varied needs of their customers and build a reputation. Customer relationship management software will undoubtedly play a role in this. Building owners are now in a form of a direct-to-consumer market. The customer is anyone who passes through, or interacts with, the building or site. Broader skill sets are now required of The application of prop-tech within the sphere of property management is being promoted and diversified by a wide range of transformative macro-environmental factors. More than ever before, technology needs are being driven by changing attitudes to the workplace, a greater need for flexibility, increased cyber risk, and an increased focus on ESG.Unsurprisingly, the impact of the pandemic has had a significant impact on the workplace environment and how to manage it. With hybrid working replacing predominantly office-based working, managing agents are now required to better understand occupational patterns and surge time to manage areas like adequate hot desks, meeting rooms, and collaboration spaces, and timing of workplace conditions such as air quality, heating, and lighting. Customer-centric services have also come to the fore, with building managers increasing communication with building users about the location and services, particularly as people may be less familiar with what it offers.In tandem, the "donut effect", a hollowing out of some city centers due to hybrid working, means that property managers are more geographically dispersed and are needing to be better digitally connected as a result. An aspect of this shift is the need to provide the same user experience (UX) whether they are at the office, at home, or on their smartphones.The outcome of this includes simpler technology (ease of use), smarter technology (predictive analytics), and personalized technology, all of which require managers to carefully curate the selection of operational tools to minimize friction for occupiers, their guests, and the public. Robert Stark
< Page 7 | Page 9 >