FMJ Facilities Management magazine providing industry-specific intelligence to FM and property professionals
SAFETY FIRST
FOH also has the huge responsibility of creating a welcoming environment while also ensuring safety and security. This says Angelico requires having a solid understanding of safety basics, building procedures and familiarising yourself with both guests and colleagues within the premises.
She explains: “This knowledge enables team members to identify individuals who should not be present. Implementing key-coloured lanyards and enforcing their usage is a crucial aspect of maintaining security and personnel identification.”
Anabas provides FOH teams with vigilance and conflict training to mitigate potentially unsafe situations. “In some cases,” says Perry, “the front of house and security service is completely blended, with FOH personnel holding SIA licenses. Communication and information sharing are critical, too. Security will be at its strongest when front of house, security and concierge teams all work together.”
Varsani believes the FOH role is evolving into the dual responsibility of security and hospitality. “At Corps, we’re upskilling our FOH teams in Action Counters Terrorism (ACT) and See Check And Notify (SCAN), both NPSA-driven courses for the security world, but the more aware we can make staff in different areas such as FOH, loading bays, control rooms, etc., the more we can enhance the ability to be vigilant from a security perspective to feed into the blend and become a visual deterrent. Adding specialised training goes a long way to being able to recognise and flag scenarios that don’t look or feel right.”
WARM WELCOME
Encouraging staff back into the workplace remains a huge priority for employers. One of the main reasons Anabas is seeing employees choose to come back to the office during the week is due to the culture of an organisation and the desire to feel part of a thriving workplace community where each member feels a sense of belonging and engagement.
Says Perry: “FOH personnel are the first team that people interact with upon entering a building. As such, they are often a well-connected source. FOH teams are often privy to information about what people want and need, and this information has the power to spearhead change. FOH teams also set the tone for the experience employees and guests have within an organisation. Essentially, they are brand ambassadors.”
Varsani feels that is why it is crucial that the outsourced company understands their client company’s values and can project these through every opportunity with guests and visitors along their journey on site. “From welcoming people into the building, to picking up the phone every interaction counts.”
The DayMakers at On Verve strive to become the face and personality of the building, organising events, conducting floor walks, engaging with individuals, and resolving any issues that may arise.
Says Angelico: “Their goal is to ensure people can focus on their work without any distractions. It’s crucial to understand that everyone’s first impression of the building and their overall experience matters. If their initial encounter involves problems or inefficiencies, they may question why they bothered coming in to work at all, as they could have accomplished tasks more swiftly from home.”
The aim of FOH she concludes is to provide a seamless environment where individuals can effortlessly settle in, connect their computers and get to work.
