Venue Management
Your property, run to your standard.
Polaris provides operational management for luxury chalets, villas and private residences, for owners who want a property to run seamlessly and discreetly whether or not they are in residence. Each engagement is led personally by the Director, who takes direct responsibility for the people, the guest experience and the daily detail, and reports to the owner as closely or as lightly as they prefer.
What we manage
Every part of the running of the property.
The scope below is comprehensive by design. Owners engage as much or as little of it as they wish, and the Director remains the single point of accountability throughout.
The team
Recruitment, induction, scheduling and daily supervision of the household and service staff, to clear standards of conduct and presentation.
The guest experience
Guest relations from preferences gathered before arrival to feedback after departure, including butler, dining and food and beverage service.
The property
Housekeeping and laundry standards, inspection before every arrival, maintenance and technical contractors, and careful preparation for periods when the property is unoccupied.
Concierge and transport
Trusted partners for restaurant reservations, private transport, experiences, wellness and celebrations, and coordination of the vehicle fleet and guest transfers.
Suppliers and inventory
Supplier relationships, stock control and cellar records, so the property is fully supplied before each arrival.
Safety, security and confidentiality
Emergency procedures, first-aid and medical provision, access control, and clear rules on guest information, photography and phones.
Reporting and financial oversight
Regular operational and financial reports, with expenditure kept within limits agreed in advance.
Opening, closing and handover
Pre-opening checks, a full inventory and condition record and an orderly close-down at the end of each season or contract, handed back with a complete report.
How an engagement runs
Four phases, from first visit to end-of-season report.
Prepare
Review the existing team, complete recruitment, agree the budget, suppliers and service standards, and visit the property in person.
Open
Induction and training for every team member, trial services and a full quality inspection before the first guest arrives.
Operate
Daily briefings and management, a review of guest feedback after every stay, and regular staff performance reviews.
Close and report
Orderly end-of-season handover, inventory and supplier reconciliation, and a full report with recommendations for the season ahead.
Working with owners
Owners decide how involved they wish to be. Polaris agrees priorities with the owner or their representative, gives the team clear direction, and brings key decisions to the owner before acting: appointments, guest-facing standards, major suppliers and any change to the property. Anything significant is communicated promptly rather than held for the next report.
Enhancements
Where an owner wishes, Polaris can propose additions that build on a property's facilities, such as guest preference profiles, a festive programme, a spa or wellness programme, or cellar management. Nothing is introduced without the owner's approval.
Discretion is standard practice.
Staff confidentiality agreements, clear rules on guest information, and non-disclosure agreements for owners and clients are standard practice.