FRONT OF HOUSE CREATE A CULTURE
OF CREATIVITY By encouraging team members to share ideas, we not only create a greater sense of workplace satisfaction and engagement but we see a ripple effect whereby team members look to implement new ideas to enhance customer experience and take note of what is happening around them.
Devonshire Square is home to businesses, residential tenants and some of the best restaurants and bars; their front of house team is not only responsible for reception but also events. Patrizia Sechi, Customer Experience & Events Manager at Devonshire Square Management has created an exciting programme of events to help create a vibrant community for tenants and visitors, bringing art to the financial district.
Everyone in the team shares ideas; from organising charity events to hosting London Fashion Week shows, the team keeps Devonshire Square’s objectives in mind and focus on bringing arts to the financial district to engage tenants and attract visitors.
BUILD TRUST We need to empower our front of
house teams to make changes to the way they work if they see an opportunity for improvement, be creative and innovative, in order to move with the times and continue to support our clients and guests.
Whilst being different can be a risky business, it’s essential if we are to remain competitive and keep clients and customers happy. We need to empower our team by making sure they understand objectives, have a clear but flexible framework in which to operate, and know there is a certain amount of toleration if new ideas don’t work. Only then will team members be able to take intelligent risks that have potential benefit for clients and guests.
At Lexington, we have introduced a variety of initiatives to encourage everyone in the business to share ideas. One example, is our Aspiring Leadership Programme, which is a
www.tomorrowsfm.com
12-month course designed to develop leadership skills the Lexy way.
As part of the programme all participants have to identify an area for improvement in Lexington’s operation, evaluate it, create a solution and then develop a business case for launching it. The winning idea then gets developed and rolled out across the company.
Last year’s winner, Kamila Ksiazek, recently launched her idea – a LexConnect app across the company. This app gives our team the ability to access and share information with everyone across the entire business, regardless of their location. It supports our culture of sharing stories, ideas and feedback… making everyone feel part of the Lexy team.
REMEMBER WHO
THE CUSTOMER IS What works for one organisation or team does not necessarily work for another. It’s important to put our customers first.
BE PREPARED TO SAY NO As individuals come up with new
ideas it is important to have a process in place to assess what works and be prepared to put an end to projects or processes that no longer contribute.
Innovation isn’t something that should be driven from the top or just happen in small innovation hubs and digital teams. Innovation needs to happen across every part of the business, particularly front of house, if you are to succeed in retaining customers, consistently achieving excellent customer service and standing out in such a competitive world.
Some say organisations would simply not exist without facilities and front of house teams. As organisations get bigger and employ more people its inevitable that the role will become more complex. But front of house is a critical, strategic business discipline, and the team need to be given the tools and freedom to innovate and uncover new ways of working to deliver a five-star customer experience.
www.lexingtonreceptionservices.london TOMORROW’S FM | 43
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