FRONT OF HOUSE
PERFECTING THE ART OF CONCIERGE SERVICE
Simon Pratt, Managing Director of Portico highlights the importance of quality at first point of contact in you facility, from hotels to homes in apartment buildings.
In a world where the 24-hour day is stretched to its limits, stress levels are at an all-time high (accounting for 39% of work-related illness according to the TUC) and 28% of workers are not taking even a minute to themselves during the workday (Bupa), finding time is a real issue for many.
Time is an invaluable resource that is in short supply and that’s why concierge services are becoming increasingly popular – both in the work and residential environment.
GOALS The role and responsibility of
a concierge provider is to set a standard of delivery. The goal is to mirror and enhance the building, its offering and its residents, providing a seamless service from the minute a person walks into the lobby to the moment they close their own front door, and even beyond that.
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In order for a concierge service to be most effective and to achieve a service quality that is aspirational, it should be bespoke and exist 24-7. The best way to achieve this is to have a dedicated team of concierge hosts in place, working alongside the facilities manager from the outset to ensure consistency in delivery.
A key consideration when developing a concierge team and services is the audience. Is it a luxury residential building or does it house both residents and office tenants?
CASE STUDY One building we work with is South
Bank Tower in London. Here, our Bespoke concierge team provides a 24-hour service to facilitate exclusive luxuries and essentials in-line with the development’s high profile status and residents.
The vision for South Bank Tower is for it to become a lifestyle concept, not just a luxury apartment building. As such, the concierge hosts have to be highly connected, personable and efficient. Their remit is broad, responding to a vast array of requests including restaurant and theatre bookings, personal shoppers and catering; management of building events; maintenance communication with residents; doormen; valets; handymen and a dedicated fitness team. In addition, our bespoke concierge service offers everything from exchanging foreign currency and ordering a weekly food shop, to hiring the latest sports car for a weekend away.
This level of service demonstrates the breadth of tailored solutions a concierge service can provide to residents and the scope and scale that can be tailor-made specifically to meet the needs of the facilities manager.
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