Partnering to create five-star standards for work and life together

HOUSTON, September 22, 2022 /PRNewswire/ — Hines, the global real estate investment, development and property manager, today announced a partnership with Forbes Travel Guide to define five-star hospitality standards at Hines properties, making it the first commercial real estate company to cooperates with Forbes travel guides on a global scale.

Hines and Forbes Travel Guide will work together to develop customized service standards for the company’s 415 global office and multi-family properties, emphasizing how hospitality-inspired service can bring greater value to tenants and residents. As commercial real estate standards rapidly change and people seek more collaborative, creative and curated spaces, the partnership demonstrates Hines’ commitment to creating a consistent customer experience that scales with the business and brings company culture to life.

“Property owners and managers have typically prioritized asset over experience. We see value in both ROI and ROE or Return on Experience and see that as the key metric of tomorrow,” he said Whitney Burns, Vice President of Global Customer Strategy at Hines. “An enhanced customer experience, powered by five-star standards, not only adds value, but helps people feel more valued, connected and inspired in our spaces. We chose Forbes Travel Guide because they are the trusted partner of the world’s leading hotel brands and share our passion for creating meaningful experiences for customers.”

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In addition to the jointly created standards of service, the partnership between Hines and Forbes Travel Guide will include an in-depth training program that will include both in-person training tailored to the Hines portfolio and scalable online training. The new service standards will be implemented in 2023.

Forbes Travel Guide, creator of the original five-star rating system, is the only independent, global hospitality rating agency. With over 60 years of hospitality experience, Forbes Travel Guide is the global authority on five-star service, providing world-class, professional development resources for many of the world’s most popular hospitality brands, including Mandarin Oriental Hotel Group, Marriott International and Hilton Worldwide Hotels & Resorts as well as other organizations that make exceptional service a pillar of their business model.

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“Now more than ever, people are emphasizing the experience and purpose behind where they spend their time. Our partnership with Hines is a testament to the company’s commitment to innovation and site design, and represents a new industry standard in commercial real estate operations,” said Herman EgerCEO of Forbes Travel Guide.

About Hines

Hines is a private global real estate investment firm founded in 1957 with a presence in 285 cities in 28 countries. Hines has total assets under management of approximately $90.3 billion¹. In addition, Hines offers third-party property-level services at 373 properties totaling 114.2 million square feet. In the past, Hines has developed, rehabilitated or acquired approximately 1,530 properties totaling over 511 million square feet. The company currently has more than 198 developments underway around the world. With extensive experience investing across the risk spectrum and all property types, and a fundamental commitment to ESG, Hines is one of the largest and most respected real estate companies in the world. Visit http://www.hines.com for more information.

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¹Includes both the global Hines organization and RIA AUM as of date December 31, 2021.

Via Forbes Travel Guide

Forbes Travel Guide (“FTG”), the global authority on true five-star service, provides world-class professional services to hospitality and other service-oriented businesses such as luxury retail, residential, healthcare and private clubs through bespoke training solutions, assessment services and custom service standards. Started in 1958 as Mobil Travel Guide, the company created the first five-star rating system The United States. Today, in addition to professional services, FTG is the only independent, global rating system for luxury hotels, restaurants and spas. FTG’s prestigious annual Star Awards can only be earned through the company’s objective, face-to-face inspection process. For more information on FTG services, visit partner.forbestravelguide.com.


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