The Key to Managing Mega Developments

ATLANTA—As vice president and senior general manager of Avalon, North American Properties' (NAP) mixed-use development in Alpharetta, GA, isn't buying it. Matt Simon is responsible for the operations of a $600 million development. So what does it take to lead a team of 110 employees in delivering resort-level hospitality to guests and tenants? It's not always easy.

GlobeSt.com caught up with Simon to get his thoughts on how to lead at this level. He told us there are several aspects that are important to lead a team in delivering hospitality on a world-class level. 

“The first and most important is to hire the right people,” Simon says. “The team that creates the experience for our guests is the most important part of the experience on property.”

Simon stresses that each and every team member must be servicing guests at the same high level. Having the right team—an team that is well-trained and knows what experiential retail looks like and how it feels—is critical to the property's success. But that's just the baseline.

“Providing the proper training to our staff goes hand in hand with hiring the right people,” Simon says. “One cannot expect people to know what your culture, service standards and level of expectations are without sharing this with them clearly and consistently.”

Simon leads by example. His example is this: He works hard and is always focused on the details. Above all, he says, he shows respect toward all members of my team and motivate them to be the best they can be. In his experience, a team that is committed to the vision of the organization will be empowered to do incredible things while lifting spirits and inspiring those around them.

“Lastly, consistency is the key to long-term success,” Simon says. “The guest must always feel welcome and know the level of hospitality at Avalon is the same whenever they visit the property. In Atlanta this means, come rain or shine, the resort level hospitality is present and center stage.”

Want to hear more from Smith? Check out the earlier parts in this series: Are Traditional Malls Really Dead?, Avalon's New VP: There's Much More to Come, and Avalon's New VP Takes a Page From LA Icon.