FRONT OF HOUSE
A LASTING IMPACT
Brigita Perry, Workplace Engagement Manager at Anabas, evaluates the changing role of FM providers and how the new front of house norm is making headway for new roles and levels of experience they need to cater for.
Traditionally the consensus has been that the front of house part of FM was down to the reception desk. To offer a warm welcome, deliver admin help, and resolve issues for visitors and building occupants or, for occupants, directing them to the right helpdesk. The front of house customer service element should not end at the front desk though. Now, as the post-pandemic return to work is complete, and businesses have chosen their office days and hybrid policies, the role of FMs has also adapted to be far more customer centric.
Stepping into the spotlight Since the pandemic, FM teams have been placed under a newfound spotlight. Before, the role of FM was often more ‘behind-the-scenes’, with tasks taking place out of sight of building occupants during their working hours. Now, staff like the visible presence of their FM team, with more reassurance and comfort knowing they have support at hand. A familiar face, in what can be a fragmented workforce with hybrid working, is appreciated. With a more customer facing presence, customer service is a larger part of the FM role.
Ensuring clients are looked after is a priority for the whole FM workforce now. With the demand for employees to be in the office less frequently, the energy has shifted to making the office experience just as positive and comfortable for occupants as it is for VIP visitors.
The shift in the workplace has also encouraged FM providers to review their processes and harness technology and software to support hybrid workers. This includes the review of in-person meeting systems to include those joining remotely, as this has become the new
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standard. Within the building itself, desk-booking systems have been developed to make the return to the office as stress-free as possible, as well as building induction information for those that joined during the pandemic or just need a refresher, for example.
Captain of the ship At Anabas, service delivery and customer experience have always been the heartbeat of our business. For us, the role of the floor captain was born long before the pandemic, to elevate the customer journey and exceed expectations. Floor captains are situated around the building, with a minimum of one representative to a floor. They are there to support our client’s employees in whatever capacity they need during the day, as well as helping our clients with longer term planning, admin resourcing, and safety and security services. Office buildings may be at a lower capacity now because of changes in the world, but the fundamentals of support and safety are still needed for those using the space.
With a more customer centric approach to FM, the role expands to support those both in the office and those working from home – the geography has increased. FM teams are still responsible for answering support calls and emails when employees have issues that need resolving. The floor captain will take the issue from the client and pass it on to the relevant contact for assistance, and then communicate to the client when the issue has been resolved. The idea is that there is a one-team approach, with one contact for the client to speak to.
Front of house coordination is vital for making the workplace run like clockwork. The role of lobby host also
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