SPOTLIGHT interview with Ms. Perrone: Housekeeping & Household Management Expert
This week's interview is with Ms. Marta Perrone, a housekeeping and household management expert with experience working for celebrities, high-net-worth families, and billionaires.
How did you get started in the private service industry?
When I first started a family, decades ago, it was obvious to me that finding qualified assistance was not easy. Coupled with the fact that I wanted to have a job where it would be possible to work from home, I thought about being a recruiter and starting my own agency.
My husband thought it was an excellent choice since every aspect of “homemaking” was my passion. Most of the labor force in private service on the West Coast is Spanish-speaking. Because I'm originally from Spain and speak the language fluently, it made becoming a staffing agent very easy for me. My domestic staffing career took form and lasted 20 years.
My husband thought it was an excellent choice since every aspect of “homemaking” was my passion. Most of the labor force in private service on the West Coast is Spanish-speaking. Because I'm originally from Spain and speak the language fluently, it made becoming a staffing agent very easy for me. My domestic staffing career took form and lasted 20 years.
How did you get the idea to make estate management manuals?
Because I wanted to train the housekeeping candidates, I wrote training books, filmed videos, and created online courses. I enjoyed this process even more than the placement phase. In fact, I realized that the households would operate more efficiently if the staff were well-informed and knew the expectations of the homeowner.
One day, I decided to close the agency and reached out to my clients about creating personalized Estate Management and Maintenance Manuals. Many Estate Managers don’t have the time to do this when they first get hired. Also, ensuring their staff is trained properly is very time-consuming.
Clients were thrilled to have me come in to do it all. While it was very rewarding to help people find employment, creating estate management systems and training staff has been equally rewarding in different ways.
One day, I decided to close the agency and reached out to my clients about creating personalized Estate Management and Maintenance Manuals. Many Estate Managers don’t have the time to do this when they first get hired. Also, ensuring their staff is trained properly is very time-consuming.
Clients were thrilled to have me come in to do it all. While it was very rewarding to help people find employment, creating estate management systems and training staff has been equally rewarding in different ways.
What are some of the common problems you see in the homes of UHNW clients?
Firstly, I often see a disconnect between the staff and the Estate Manager. This is especially true when a new EM is hired to manage a staff that has been there for an extended time. It’s a delicate situation because the EM needs to manage the staff but not make fast enemies.
It is imperative that the principals make a proper introduction to the new EM. That way, the staff is aware that all directions must be followed respectfully. In the beginning, the Estate Manager should have short staff meetings every day. Eventually, those meetings should be held weekly.
Another common problem is the lack of protocols and guidelines. If those are in place, every staff member will be fully aware of how the principals want their homes to be maintained and managed. Without them, the staff will operate under their own assumptions, and this can cause major chaos.
It is imperative that the principals make a proper introduction to the new EM. That way, the staff is aware that all directions must be followed respectfully. In the beginning, the Estate Manager should have short staff meetings every day. Eventually, those meetings should be held weekly.
Another common problem is the lack of protocols and guidelines. If those are in place, every staff member will be fully aware of how the principals want their homes to be maintained and managed. Without them, the staff will operate under their own assumptions, and this can cause major chaos.
What's the most important advice that you can give affluent families when it comes to managing their homes?
My advice to affluent families is the following:
- Hire properly. Write good job descriptions and take the time to get to know candidates. Offer fair benefits and salaries. Domestic staffing jobs are very demanding. Deciding out of desperation is not a good approach.
- Ensure your employees have household manuals available. The staff should understand your expectations, standards for cleanliness, privacy boundaries, and communication parameters, reporting hierarchy, and all other aspects of how they should conduct themselves in your home.
- Ensure your staff members are properly trained. Do not assume that staff know how you want your home to operate. They need personalized training to ensure your estate runs smoothly.
- Finally, ensure that you have a good HR department to handle all potential issues dealing with payroll, onboarding/offboarding, labor codes, and all other legal and issues that require professional advice. That way, you don’t get inundated with lawsuits.
Read more interviews with experts in our SPOTLIGHT series.
