FRONT OF HOUSE
involves extensive interactions with clients. It allows front desk staff to come out from behind the reception desk and enhance the customer experience.
In our experience, Tuesdays and Thursdays tend to be the busiest days for office footfall, which provides a great opportunity for floor captains to catch up in person with staff that work on the floor they are responsible for. The customer service part of FMs role should mean a floor captain becomes personable with the staff they are looking after. That can mean taking the time to have a quick coffee at the ‘grab and go’ area or having a more formal meeting to go through events taking place in the office in the coming weeks.
FM providers should be curious and take interest in the business undertaken by their clients to be able to keep up with their changing needs. This might mean following their page on social media, so they can check on events or business updates, or just asking more questions about activities. It is these areas of proactivity that elevate customer experience.
FM needs to provide a familiar face that employees can turn to. By implementing floor captain or employee experience manager roles, it can trigger building occupants to use their services more frequently, even for just a small ask.
If a building user or visitor receives a heartfelt welcome at the front desk, but their experience throughout the rest of the day lacks in support, the customer journey is tarnished, and they are less likely to have a desire to come back. With more business leaders wanting to encourage their employees back to the office more frequently, FMs should be providing exceptional customer service upskilling, or implementing employee experience roles such as a floor captain to make the office a desirable place to be.
So, you’re having a meeting… Let’s take a simple example that floor captains will face
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regularly. A team member on your floor has asked for assistance in setting up AV equipment in their meeting room for their client meeting that afternoon. The basic part of this task is to ensure the computer system in the room is switched on, and speaker systems are set up correctly. But the work of the floor captain is to take this further and cover all the details. If the team member encounters a problem with connecting their laptop to the main screen, their microphone is playing up for those joining the meeting remotely, or the sound isn’t working correctly, the floor captain is on hand to help.
All floor captains are fully trained in technical support. This means that the client has a trained individual on- hand for any glitches that may present, or any last minute changes to the meeting itself. This could be suggesting the most efficient way to set up the meeting room depending on the number of people attending, where to place catering and refreshments, or ensuring the meeting room is set at the optimum temperature.
All these hypotheticals should be covered without asking, so that the individual that requested the meeting room has all the necessary assistance to ensure their meeting runs smoothly. For premium service delivery, what would be considered going the extra mile should become the norm.
Ultimately, employees are preparing for and thinking about the content of their meeting, the floor captains’ job is to look after everything else.
Making the office the preferred place
to work For Anabas, the role of FM teams is the blend of front of house services with FM. This creates true customer experience at its finest.
Creating an environment that is effective for work and an enjoyable experience is fundamental to ensure employees actively choose to work from their company’s office space.
www.anabas.co.uk TOMORROW’S FM | 25
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