Behind the Berkeley Experience: Thomas Kuok on Delivering Hospitality-Grade Service in Real Estate
At Berkeley Group, Relationships Go Beyond the Sale At Berkeley Group, we believe real estate is more than just property, it’s about people. Few embody this ethos more than Thomas Kuok, our Head of Emerging Markets, whose background in hospitality and immigration advisory has given him a unique lens into the needs of international buyers. With experience spanning customer relations and sales, Thomas brings a rare blend of empathy, precision, and cultural understanding to the global property journey. We had the opportunity to sit down with Thomas to learn more about his transition into real estate, the value of long-term client relationships, and how developments like Bermondsey Place are reshaping London’s investment landscape. Join us as we explore how Thomas applies a hospitality mindset to international real estate, creating seamless, personalised experiences for buyers around the world. A conversation with Thomas Kuok Welcome, Thomas, and thank you for joining us for these quick 10 questions! 1. You’ve transitioned from hospitality to property, blending service excellence with real estate expertise. How has this shaped the way you help buyers find their perfect home? With a background in hospitality and immigration advisory services, I’ve developed a personalised approach that really resonates with international buyers. Transitioning from Customer Relations to Sales at Berkeley gave me first-hand insights into what matters most to buyers around the world. I take time to understand each client’s individual needs—whether it's lifestyle, education, or cultural fit—and offer tailored guidance that simplifies the entire homebuying process. 2. The UK property market has always attracted international investors. What makes it such a compelling choice today, even with global economic shifts? The UK continues to be a global safe haven for property investment. Its legal transparency, robust education system and economic resilience make it a reliable choice. London, in particular, remains a magnet for talent and innovation, thanks to its status as a global hub for finance and professional services. Add to that the UK’s relatively open stance toward overseas buyers, and it’s easy to see why demand remains strong. 3. For overseas buyers, purchasing property remotely can feel overwhelming. How does Berkeley make the process easy, transparent, and stress-free? We’ve invested in tools that make remote buying feel as immersive as being there in person—from 3D show flats and drone footage to animation and now even Apple Vision Pro. Our multilingual team ensures buyers feel supported every step of the way, offering regular updates and tailored communication. Whether in-person or virtual, we’re there to make the journey smooth and reassuring. 4. Can you share a standout story of a client who found their dream home with Berkeley? What made their journey special? One of the most memorable moments was helping a couple buy their dream home during lockdown. Despite travel restrictions, we managed everything virtually—from viewings to handover. I even personally looked after their home until they could finally collect the keys two years later. They were so pleased with the experience, they went on to buy another property with us. It’s moments like these that highlight the long-term relationships we build. 5. You’ve probably seen buyers at every stage, first-time investors, families relocating, and seasoned property owners. How do their priorities differ, and how does Berkeley meet those evolving needs? First-time buyers often focus on value and growth potential. Families prioritise schools, green space, and community. Seasoned investors look for strong yields and capital appreciation. Berkeley’s diverse portfolio allows us to cater to each of these priorities, and our team is trained to guide clients based on their specific life stage and investment goals. 6. In your view, what sets Berkeley apart, not just in terms of homes, but in the relationships you build with clients across the buying journey? We don’t just sell homes; we build long-term relationships. Our recognition from In-house Research Ltd, with awards like the Gold Award and Outstanding Achievement Award, shows our dedication to service excellence. We stay connected with buyers long after the sale—because to us, that relationship is just beginning. 7. What excites you most about Bermondsey Place as Berkeley’s latest launch? Are there any standout features that buyers should really pay attention to? Bermondsey Place offers a rare opportunity at an accessible price point in a rapidly regenerating Zone 2 location. With a £10 billion regeneration plan and the proposed Bakerloo line extension, the growth potential is substantial. It’s a smart move for buyers looking for long-term value in a vibrant part of London. 8. Bermondsey Place sits in the heart of Zone 2. What makes the location especially attractive to international buyers? Its proximity to Elephant & Castle and Canada Water is key—both areas are familiar to our international audience and have transformed significantly in recent years. Buyers have already seen great returns from those areas, and Bermondsey Place is poised to follow the same upward trend. 9. From your perspective, how does Bermondsey Place reflect the evolving lifestyle needs of today’s international buyers? It strikes the perfect balance. You’ve got Bermondsey Street’s art and food scene just minutes away, Burgess Park for green space, and direct transport links into the City. The design and amenities reflect modern expectations, yet it’s grounded in a sense of community and place. 10. From a long-term investment standpoint, what opportunities do you see at Bermondsey Place, especially given its Zone 2 location? This is a golden opportunity for long-term investors. With ongoing regeneration, strong infrastructure plans, and Berkeley’s commitment to quality, Bermondsey Place offers both solid rental yield and impressive capital growth potential. It’s an investment in the future of London. The Global Buyer’s Compass Whether guiding first-time investors or seasoned buyers, Thomas Kuok brings more than market expertise, he brings a people-first mindset that transforms transactions into long-term partnerships. His journey from concierge-level care to strategic leadership reflects Berkeley’s ethos: world-class homes, delivered with integrity. For clients exploring the UK market, especially in rising locations like Bermondsey Place, Thomas offers not just insight but assurance at every step.
Aug 27, 2025
Behind the Berkeley Experience: Trust and Client Relations with Robert Macias, Head Of International Client Relations – Berkeley Capital
At Berkeley Group, Customer Care is Our Heartbeat Customer service at Berkeley Group isn't just a priority—it’s the essence of what drives us. We are proud to introduce Robert Macias, our Head of Customer Relations, who brings a unique perspective shaped by an unexpected journey from the football field to the real estate industry. With over ten years at Kent Estate Agencies and a commitment rooted in family values, Robert embodies our philosophy of trust, adaptability, and genuine care. We had the pleasure of speaking with Robert to delve into his story and learn how his diverse experiences have contributed to Berkeley Group’s dedication to going above and beyond in every client interaction. Join us as we explore Robert’s insights on global real estate investments and discover the passion that fuels his unwavering commitment to building meaningful, long-lasting relationships. A Conversation with Robert Macias Welcome, Robert, and thank you for joining us for these quick 10 questions! 1. Can you share your journey with Berkeley Group and tell us about your role? I joined Berkeley Group in 2012 as a Customer Relations Manager, bringing not just a passion for the property industry but also skills in leadership and teamwork from my time in both real estate and coaching. Before joining Berkeley, I spent over a decade at Kent Estate Agencies and began my career as a football coach. While the transition may seem unconventional, both roles taught me the importance of strategy, patience, and adaptability—qualities that are just as crucial in real estate. In 2017, I stepped into the role of Head of Customer Relations, where I’ve focused on ensuring our developments meet the highest standards and every client's experience with Berkeley Group is more than just a transaction—it’s transformative. I strive to ensure that clients feel they are entering into a supportive relationship with us, every step of the way. 2. How has your experience as a football coach influenced your approach to customer service? Coaching instilled in me a deep sense of empathy and foresight, which have proven invaluable in real estate. Just like on the field, it’s about anticipating needs, navigating challenges, and keeping everyone aligned toward a shared goal. In customer service, those same principles apply; whether I’m working with clients or coordinating with developers, I lead with purpose and aim to keep communication clear and focused on delivering the best possible outcomes. Both coaching and customer service center around building trust and delivering results. My approach, whether on the field or in the meeting room, is always grounded in understanding and addressing each individual’s unique needs. 3. Berkeley Group is known for its customer-first approach. How do you ensure this is evident in every interaction? It all starts with listening. Understanding each client’s needs from the very first conversation is crucial. Whether it’s providing timely updates, coordinating across time zones, or answering questions about legal processes, we make sure clients feel supported every step of the way. Our commitment doesn’t end with the sale. We build long-term relationships that extend far beyond handing over the keys. It’s about being there for our clients, always. 4. How do you tailor your services to meet the unique needs of International buyers? International buyers face specific challenges, from navigating different legal systems to coordinating logistics across time zones. We recognize these challenges and address them by offering resources like detailed virtual tours and partnerships with trusted mortgage brokers and legal experts, ensuring our clients have everything they need to make informed decisions. We’re committed to providing a seamless experience, no matter where our clients are in the world. 5. Can you walk us through the typical journey for an buyer purchasing a property from Berkeley Group? It often starts with an introduction—either directly or through one of our agents. From there, we spend time understanding the buyer’s goals and preferences, so we can guide them to the right development. We help them navigate the legal and financial processes, providing regular updates throughout construction. For clients who can’t visit the site in person, we offer virtual tours, and we’re always available to answer any questions. When it’s time to hand over the keys, we ensure the transition is as smooth as possible, regardless of distance. 6. What ongoing support does Berkeley Group offer after the purchase? Our service doesn’t end with the sale. We provide a two-year warranty on new homes, followed by an eight-year warranty from a third party. Every buyer is assigned a dedicated customer care manager, who is their go-to person for any post-purchase concerns. We’re committed to addressing any issues quickly and ensuring peace of mind throughout the entire ownership journey. 7. How important is it to maintain relationships with buyers after the sale? It’s essential. Many of our clients become repeat buyers or recommend us to friends and family. By maintaining strong relationships, we build trust that lasts. For international buyers especially, that long-term relationship is crucial—they want to know that we’re here for them, not just during the sale, but for years to come. 8. What has been the most rewarding part of working with clients? It’s definitely the relationships we build. Many of our clients trust us implicitly, and helping them find the right property, sometimes across continents, is incredibly fulfilling. Some have gone on to invest in multiple properties with us, which speaks volumes about the trust they place in Berkeley Group. 9. How do you see Berkeley Group’s customer service evolving in the next few years? Technology will play a bigger role, but the personal touch will always remain at the heart of what we do. We’re excited about new virtual tools, like immersive virtual reality tours, that can enhance the client experience. However, it’s the human connection that sets Berkeley apart, and that will never change. 10. What advice would you give to international buyers considering a Berkeley Group property for the first time? My advice would be to get in early, especially during the initial phases of a development. Berkeley Group is known for delivering quality, and early buyers often benefit from significant capital growth. Trust the process, trust the brand, and know that you’re in excellent hands. Looking Forward with Berkeley Group Robert’s journey reflects Berkeley Group’s dedication to exceptional service, where clients become part of a family rather than just making a property purchase. From the football field to leading customer relations, his path embodies our ethos of building trust, exceeding expectations, and nurturing lasting connections across the globe.
Nov 21, 2024