Service Operations Consultancy
Service excellence, made repeatable.
Clarendon Advisory Group helps property management and hospitality operators deliver a consistent, luxury-caliber experience through clear standards, well-prepared teams and efficient processes.
Where We Focus
Serving the Baltimore and Washington, D.C. region
Grounded In
Services
We fix the experience itself, not how it is described.
Four defined engagements, each with a clear scope, tangible deliverables and measures of success. Most clients begin with an assessment.
I.
Service Standards Assessment
A structured evaluation of the resident or guest experience through mystery shopping, property walkthroughs, review analysis and team observation, delivered as a findings report with a prioritized action plan.
Entry Engagement
II.
Standards and Onboarding Build
Documented service standards, standard operating procedures and a new-hire onboarding program that prepare frontline teams to deliver the same experience at every property.
Project Engagement
III.
Process Improvement Sprint
A Lean Six Sigma engagement focused on one high-friction workflow, such as work order turnaround or move-in coordination, with baseline and post-improvement measures.
Project Engagement
IV.
Resident Experience Programming
An annual lifestyle programming strategy that builds community, strengthens resident loyalty and supports renewal performance across a portfolio.
Retained Engagement
Resident Experience Programming
Community by design, not by chance.
Most resident events are an afterthought. Clarendon designs lifestyle programming with the intention of a luxury hotel, so residents feel known, connected and invested in staying.
Programs are delivered on a quarterly or monthly retainer, with signature events available for lease-ups and community milestones.
Annual programming calendar
Seasonal, social and wellness programming planned around each community's residents.
Arrival and appreciation rituals
Move-in welcomes, renewal recognition and milestone moments that create lasting goodwill.
Local partnerships
Curated relationships with neighborhood restaurants, studios and retailers that extend the resident lifestyle.
Onsite team playbooks
Clear guides that equip property teams to execute programming with consistency and polish.
Performance measurement
Participation, resident sentiment and renewal indicators reviewed with leadership each quarter.
Who We Serve
Operators for whom the experience is part of the value.
PRIMARY FOCUS
Residential Property Management
Multi-community operators of Class A and B multifamily portfolios, including lease-up and luxury properties where resident experience supports the rent premium.
WHEN CLIENTS TYPICALLY CALL
Online review scores are declining
Renewals are falling short of target
Onsite turnover is eroding consistency
A lease-up or acquisition is underway
ALSO SERVING
Boutique Hospitality
Lifestyle hotels, hospitality groups and multi-unit restaurant operators seeking consistent, elevated service.
Workplace Experience
Corporate workplace and facilities teams, and the service partners who support them.
Approach
Standards that hold at every property, on every shift.
STEP 01
Assess
Observe the experience as residents and guests encounter it, and establish a clear baseline.
STEP 02
Design
Define the standards, processes and programming that close the gaps that matter most.
STEP 03
Equip
Prepare onsite teams with the training, tools and playbooks to deliver with confidence.
STEP 04
Sustain
Measure results and refine the approach so the improvement endures beyond the engagement.
The standards of a five-star hotel, applied to the places people live and work.
The Practice
Senior counsel, without the overhead.
Clarendon Advisory Group is led by a principal with more than a decade of operations experience across luxury hospitality, Fortune 500 workplace operations and residential property management.
Every engagement is led directly by that principal, pairing a hospitality sensibility with the rigor of Lean Six Sigma process improvement. Clients work with the person doing the work, from the first conversation to the final review.
10+
Years in service operations
Lean Six Sigma Green Belt
The Council for Six Sigma Certification
Begin with an assessment.
Share what your residents or guests are experiencing today. We will recommend the right starting point for your portfolio.