FRONT OF HOUSE
THE CHANGING FACE OF FRONT OF HOUSE
New technologies have a vital role to play in helping front of house teams meet the changing needs of corporate occupiers – but the personal touch is
as important as ever, says Liz Cummins, Director of Corporate Front of House services at Interserve.
It is an interesting and challenging time for those providing front of house services to workplaces. People now want a vibrant, interactive front of house space designed to not only impress but engage visitors and employees alike.
Owners and occupiers want maximum return from all available space in their properties. Their support service providers are often expected to advise on how to make the best use of reception areas – from how to optimise services for guests through to potentially using them as rentable space to bring in
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an additional source of revenue. Meanwhile, there is a growing focus on how office environments impact upon employee engagement, productivity and wellbeing – with front of house providers and the spaces they manage expected to set the tone in this respect by creating a positive experience from the word go.
This changing landscape puts front of house in a position of real influence when it comes to maintaining a strong workplace experience for customers. It also means a diverse and changing set of objectives that often need to be met without having
any additional resources.
New technologies are helping service providers to meet this challenge. In the US, “virtual receptionist” systems based on interactive, touch screen video panels are now being used to replace front of house staff altogether. Elsewhere, others are employing simpler technologies such as automated registration systems to improve their way of working and enable the same sized front of house teams to deliver more and more services. However they are used, simply putting new technologies in place is not enough. It is only through
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