The Art of Personal and Team Management in Ultra-Luxury Estate Operations

Managing an ultra-luxury estate is not just about logistics and operations; it’s about people! A well-managed estate is only as strong as the team behind it. Whether overseeing a small household staff or a large multi-estate operation like a team size of 60 in my experience, a great estate manager must balance leadership, communication, and trust to create an efficient, professional, and motivated team.

In this article, I’ll share the core principles of personal and team management that ensure a household runs seamlessly while maintaining the highest level of service.

1. Hiring for Character, Training for Skill

• Skills can be taught, but attitude, discretion, and work ethic are harder to introduce

• Why personality fit and shared values are more important than an impressive resume

• Balancing technical expertise (housekeeping, security, culinary) with soft skills (communication, discretion, adaptability)

A highly skilled chef may not be the right fit if they lack flexibility to adapt to the principal’s evolving dietary needs or seasonal taste swings. Finding individuals who embody both skill and a service-minded attitude makes a world of difference.

2. Leadership: Setting the Standard

• Estate staff look to the estate manager for guidance; what you expect from them, you must also demonstrate

• Leading with respect and professionalism fosters a culture of excellence

• The importance of setting clear expectations and reinforcing standards

A strong leader provides direction without micromanaging. Give your team ownership over their roles while ensuring they understand the bigger picture and understand your joint vision.

 3. Communication: The Key to Cohesion

• Clear, consistent communication prevents misunderstandings and inefficiencies

• Daily or weekly check-ins keep teams aligned, especially in multi-estate operations

• Using technology (task management apps, shared calendars) to streamline communication

A household with multiple properties benefits from structured reporting, whether through digital checklists or regular video calls, to ensure seamless coordination.

4. Conflict Resolution: Navigating Challenges Professionally

• Handle team disagreements while maintaining morale and discretion

• Addressing issues early before they escalate

• Ensuring staff feel heard while upholding the principal’s expectations

Regular one-on-one conversations with key staff members raise an open dialogue and allow concerns to be addressed proactively. Don’t wait for your staff to come to you, an 'open-door' policy only works if employees feel comfortable using it. Instead, take the initiative to check in with your key team members, meeting them where they work before issues escalate or go unspoken.

5. Retention: Keeping a Happy, High-Performing Team

• Turnover disrupts consistency and service levels, which foster loyalty and job satisfaction

• Recognizing and rewarding hard work through incentives, professional development, and clear career paths

• The balance between setting high standards and creating a positive work environment

Even small gestures, like acknowledging milestones, offering professional training, or simply showing appreciation, go a long way in retaining top talent.

The Human Element of Estate Management

Running an estate is not just about operations, it’s about managing PEOPLE. A cohesive, well-led team is the backbone of a well run estate. By hiring the right individuals, fostering a culture of communication and respect, and ensuring continuous growth, estate managers can create an environment where both staff and principals thrive.