By Vicky Kyuchukova, Account Director at JPC by Samsic
In the world of facilities management and professional cleaning, no two contracts are the same, but some carry a weight of expectation that fundamentally transforms how you work. High-profile, prestigious areas such as private member clubs, landmark office buildings, and casinos aren’t just places of business, they are environments where luxury, reputation, and high standards intersect. For me, maintaining high standards in these spaces isn’t simply just about process and protocol, it’s about pride, proactivity, and deep-rooted respect for the client’s world.
My career didn’t begin in FM. I started in hospitality, working my way up through Premier Inn, where I spent nine years developing my understanding of service, structure, and most importantly, people. It shaped the way I approach service today, understanding that customer experience is a feeling, not just a checklist.
When I transitioned into the cleaning industry, I brought that same mindset with me. The leap into FM came when I was approached to oversee Premier Inn’s cleaning contract, from there, my passion for service delivery only deepened. Today at JPC by Samsic, I oversee a portfolio filled with prestigious clients including Knight Frank, Ashdown Phillips, and iconic venues like The Lansdowne Club.
Listening Before Acting
One of the most important lessons I’ve learned in managing prestigious areas is the power of listening. In operations, we’re often so focused on solutions that we forget to stop and truly understand the client’s perspective. At JPC by Samsic, I’ve made it a non-negotiable part of my practice to listen first. Before offering alternatives or action plans, I make sure we’ve heard and understood the client’s needs thoroughly. That moment of pause can be the difference between meeting expectations and surpassing them.
It’s easy to fall into the trap of assuming what a high-end client wants. But every space, every building, and every client has their own nuances. The only way to maintain a gold standard is by treating each relationship as unique, rooted in clear communication and mutual understanding.
Excellence Is Non-Negotiable
For me, high standards are the foundation of everything. Especially in premium spaces, there is no margin for mediocrity. That means setting clear service levels, responding quickly and being honest when circumstances change. That transparency builds trust, which is essential when working with clients who demand precision.
Across our portfolio, we standardise service quality through weekly site visits, monthly KPI meetings, and regular audits. These aren’t tick-box exercises, they’re opportunities to engage with our clients, review performance openly, and stay aligned on priorities.
Empowering the Team to Deliver Excellence
Even with great systems, none of this works without great people. I firmly believe in coaching over commanding. I don’t hand my team the answers, I help them find them. Every person I work with knows they can come to me, no matter the question. There are no “silly” questions, only missed opportunities to learn. But there are mistakes that could’ve been avoided, and I make sure we learn from those too.
Trust Built on Transparency
Above all, the secret to success in these environments is trust. At JPC by Samsic, we treat our clients not as transactions but as long-term partners. I believe in openness, no hidden costs, no surprises. Everything is explained, agreed, and delivered with clarity.
Trust is what keeps contracts long after the initial handshakes. It’s what turns a vendor into a valued partner.
Final Thoughts
To other leaders working in or aspiring to serve prestigious environments, my advice is simple: be diplomatic, be proactive, and never compromise on quality. Understand your client’s world, communicate clearly and invest in your people, because they are the face of your service.
