Why the stakes are high in mixed-use property management

Although not a new concept, mixed-use properties are making a splash as of late— trading as their own asset class and treating residents, workers and shoppers to an elevated way of living. A recent boom of mixed-use mega projects has aimed to meet heightened consumer expectations. But as the projects get more complex in their offering and span multiple public and private uses, many investors wonder how to make those different asset classes seamlessly co-exist.

A single-source property management solution backed by a scalable experience management program is the key to successfully activating and operating these expensive projects that have so much at stake.

The goal of modern-day property management at large mixed-used developments is to provide and elevated experience backed by five-star hotel-level customer service. Experience management services folded into a property management offering bring energy—drawing people in and giving them a reason to return. Successful experience management offers a one-stop-shop for tenant engagement and entertainment, concierge services, food and beverage solutions, tenant experience technology, wellness, amenity management and so much more.

According to Tyler Kethcart, Director of Experience Management at JLL, “We often see clients building out amazing amenities in their facilities, without a real plan around how to activate and operate them. The market has gone from a flight to quality to a flight to experience, so the most sought-after assets are the ones providing that complete experience.”

Experience management can’t be delivered effectively without the right people. Cues from high-end hotels permeate the atmosphere of a prosperous mixed-use development. Presenting across the entire property a staff with hospitality experience is the best chance at elevating the customer experience. Even office buildings, which traditionally followed a less customer service-focused playbook, are shifting to the hospitality model.