Homes
Service standards and staff training for family residences
For the main family residence and its household team. Nadine sets the way the house runs, writes it down and trains the staff to keep it that way.
Services
Household manual
Routines, preferences, suppliers and standards in one house bible.
Service standards and procedures
Arrivals, table service, housekeeping and how requests are handled.
Staff training
Live video sessions for each part of the team.
Staff structure and recruitment
Roles, job descriptions, interviews and a first-month plan for new staff.
Service standards auditIn person
A review of how the house really runs, on a short visit.
Mystery guest visitMystery visit
An unannounced stay or dinner as a guest, with a written report for the family.
Experience
Nadine trained in hotel management at Hotel Institute Montreux and Les Roches and spent her career in five-star hotels, from the Four Seasons Hotel Amman to The St. Regis Amman. At the Four Seasons she trained front desk teams, and her years in teaching and human resources shape how she trains and hires household staff.
- Trained at Hotel Institute Montreux and Les Roches
- A career at Four Seasons, Fairmont and St. Regis
- A confidentiality agreement before the first conversation
How it works
Most of the work happens online. This is how an engagement runs from the first call.
A private conversation
A video call with you or your representative about the household, the occasion and the standard you expect.
A remote assessment
A guided video walk-through of the residence or yacht, or a written brief for an occasion.
A written plan
Scope, timeline, deliverables and fees, agreed in writing before any work begins.
The work, online
Training, plans and supplier negotiations run by video, phone and email, with a short written update each week.
Present when it matters
Nadine travels for the day of an occasion or the first week of a new team, as agreed in the plan.
Questions
- What is a household manual?
- A household manual, often called a house bible, sets out in one place how the residence runs: the family's routines and preferences, the standards for each part of the team, and the suppliers the house relies on. Nadine writes it with the family and the house manager, and it stays with the house when staff change.
- Can household staff be trained online?
- Yes. Nadine trains each part of the team in live video sessions, working from the written standards, and checks at agreed intervals that the standards are holding. A short in-person audit can be added when the family wants her to see the house running.
- What is a mystery guest visit?
- An unannounced stay or dinner at the residence, made as an ordinary guest, followed by a written report for the family on what the staff did well and what to change.
Other services
- ApartmentsCity apartments and pieds-à-terre
- EstatesCountry houses and estates
- VillasSeasonal villas by the sea
- ChaletsAlpine chalets for the winter
- YachtsInterior service on board
- JetsPrivate aviation and travel
- ClubsPrivate members' clubs
- EventsWeddings and private occasions
- Family OfficesOne standard across every house
Arrange a private conversation
Tell Nadine a little about the household or the occasion and she will reply personally. Conversations in Arabic or English.