FRONT OF HOUSE (MEETING AND CONFERENCE FACILITIES) FUTURE-PROOF FRONT-OF-HOUSE
An integrated approach to both front-of house and security is emerging as a practical solution for overstretched facilities managers. This approach aims to address the challenges of modern organisations that balance safety, guest experience, and operational efficiency. Jacey Bloomberg, Director of STARS (Security Trained Assistance and Reception Services) at Securitas UK, explores how a blended role could be the answer.
The responsibilities of a modern front-of-house function have evolved beyond the traditional reception desks of the past. While call-handling and welcoming visitors remain core duties, there is an increasing need for businesses to consider enhanced security responsibilities, such as maintaining access control systems, guest profiling, and ensuring compliance. In a world more connected than ever before, the priority of protecting people first within an organisation is paramount. The need for enhanced security and operational oversight is particularly important as building design evolves, especially with the growing prevalence of smart cities and the rise of mixed- use buildings.
The challenging reality for
facilities managers Facilities managers are facing unrelenting pressure to deliver security, efficiency, and visitor experience across these multi-faceted organisations and complex sites. Increasingly, the responsibilities of front-of-house have grown with many juggling several direct reports, including receptionists, security personnel, administration assistants, vendor and contractor managers, maintenance teams, cleaners, and health and safety officers – to name a few. This can prove tiresome, stressful, and costly, with businesses having to employ multiple people on full-time salaries. In tough economic times, businesses are facing the challenge of cutting costs and saving on efficiencies yet still trying to deliver the best possible service outcomes for customers and clients.
In response, a growing number of organisations are rethinking their front-of-house provision and, in a post- COVID era, exploring what this could look like.
The new face of front-of-house We are seeing a shift towards a combined front-of-house and security function into a single, cross-disciplinary role. Despite their seemingly separate domains, they share one core goal: providing employees and visitors with a top-tier service and peace of mind when it comes to health and safety and security.
First impressions are crucial in a front-of-house role and integral to the overall experience of a brand. Falling short can result in consequences that ripple through the business and are hard to recover, whether that be customer sentiment, sales, or long-term brand reputation. That’s why every front-of-house professional must naturally be people-oriented, capable of handling
34 | TOMORROW’S FM
pressure with professionalism, yet crucially also embody the brand's core values and sense of personality.
At the same time, from a security perspective, individuals need to be trained in security protocols such as access control, incident reporting, emergency procedures and evacuations, guest profiling, and conflict escalation management, all the while focusing on delivering the best possible service. Their responsibilities might even extend to involve vendor management, local licensing, managing building repairs, report writing, and other administration requirements – tasks that are typically time-consuming.
Retention and representation With a wide range of responsibilities, the answer to recruitment and, more importantly, retention in these types of roles is a diverse group of individuals with a depth and breadth of skills. This massively opens up the recruitment process and provides opportunities to a wider talent pool. The ideal candidates often come from a mixed background of security, hospitality, or other customer- facing roles.
This shift is reflected in the gender diversity of these positions across the Securitas UK business, with 64% of females maintaining the front-of-house position on behalf of Securitas UK clients and customers, versus 36% of men. This is in contrast with wider gender comparisons across the security industry in the UK.
Operational advantages for facilities managers Looking at it through an operational lens, this multi- faceted role delivers numerous benefits to businesses and their facilities managers. By eliminating the need to hire and coordinate multiple roles, businesses can achieve substantial cost savings, while reassuring stretched facilities management teams that everything at front-of- house is running smoothly and professionally.
These roles also bring an unparalleled level of responsiveness during unexpected events which can pose a huge risk to a business. The ability of front-of-house to be equipped with the tools to mitigate this type of risk is vital. These types of events often happen with no warning or notice. From warm welcomes to enacting emergency procedures, having the right front-of-house staff can make a critical difference and at times, save lives.
www.securitas.uk.com
twitter.com/TomorrowsFM
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54
