Abstract
Using the properties management in Park Island, Hong Kong, as a case study, the purpose is to focus on illustrating the significance of providing 4P’s “Proactive, Protective, Professional and Passionate” in extraordinary properties management services in whatever weather condition and on whenever situation. 
 
 Design/Methodology/Approach - This paper used the Super Typhoon Mangkhut in Sept 2018 in Park Island, Hong Kong, as a case study to illustrate the professionalism exhibited in Park Island, Kai Shing Management Services Limited. The deep thoughts and feelings from residents were quoted and analyzed. Authors conducted twenty-five in-depth semi-structured interviews. 
 
 Findings - The inspiring real life experiences from respondents who have been living in Park Island were quoted. It has been reflecting the “PARK ISLAND" spirit and demonstrating the significance of professionalism and extraordinary service performance for crisis management after super typhoon Mangkhut signal No. 10 was hoisted. Providing 4P’s “Proactive, Protective, Professional and Passionate” in extraordinary properties management services in whatever weather condition and on whenever situation can gain the trust, respect, appreciation and gratitude from residents to professional property management practitioners.
 
 Practical implications – Based on the insights gained from interviewees, providing 4P’s –“Proactive, Protective, Professional and Passionate” in extraordinary properties management services in whatever weather condition and on whenever occasion can exceed residents’ expectations and enhance the reputation of the property management company. 
 
 Originality/value - This paper urges for the fundamental service philosophy and attitude exhibited from the property management practitioners to deal with crisis management during the adverse weather condition. This paper uses the Super Typhoon Mangkhut in Sept 2018 in Park Island, Hong Kong, as a case study, and the aim of such an episode is to arouse all the properties management companies to strive the best to meet and exceed residents’ needs in whatever weather condition and on whenever occasion.
Highlights
In the service industry like properties management, quality and perception of quality is essential
Regardless the extreme adverse weather condition, I am very grateful that the frontline staff of the Park Island Management Service Office (MSO) had stayed in their posts professionally despite the typhoon signal Number 10’s hoisting
No transport was available in and out, and over 100 staffs had worked for 36 hours continuously. They had worked extremely hard for one mission: that is guarding the lives and properties of all Park Island residents
Summary
In the service industry like properties management, quality and perception of quality is essential. Properties management is a very demanding and challenging profession (Baharum, Nawawi, Saat, 2009) It involves organizing an efficient system as well as directing, coordinating and controlling all the skills available towards maintaining the property value and at the same time ensuring maximum protection of its fabric from deterioration and wastage through proper upkeep and maintenance (Scarrett, 1986). Due to the multidimensional characteristic of customers that in turn will be influenced by culture, subculture, social class, family, friends, educational backgrounds, religion, experiences, mass media, social media, and advertising. In this regard, it is very challenging to manage the diversified customers with different needs and expectations
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