FOCUS INTERVIEW
ALL INCLUSIVE SERVICE
Over the past 18 months, workers
have reflected on their pre-COVID
work patterns and concluded that they
don’t want to sit at an o ice desk day
a er day, when they can do roughly the
same work from home. The realisation
that the o ice is no longer somewhere
you have to go but somewhere you
should want to be, means that the idea
of the workplace as a destination has
gained traction.
While facilities management is aimed
at delivering an optimum occupant
experience, when it comes to guest
services this is traditionally been geared
towards visitors, rather than employees.
32 AUGUST 2021
Bianca Angelico, Director of new guest services provider On Verve tells Sara
Bean why it’s important to create an experience designed to meet both guests
and employees needs
But given the fact that employees may
need to wooed back into the workplace,
this oversight, argues Bianca Angelico
Director at On Verve is where things need
to change.
Angelico heads the new front of house
specialist On Verve from so˜ service
providers Churchill Group, moving over
from her role as Director of Guest Services
at Amulet Security. She has honed her
knowledge and experiences of working in a
variety of guest services roles, which began
with a stint working for a global conference
provider. It was here she first gained some
insights into the ways other countries and
cultures approach the employee and guest
experience.
“Travelling to Australia, Germany,
Singapore and the US was a useful
exposure to what’s happening in
the workplace globally. I saw some
phenomenal workplaces, for instance in
Australia I got to visit the NAB (National
Australia Bank) o¦ ice in Melbourne, one
of the first corporates that allowed clients
to make use of the space to work in, which
was unheard of then.
“They’d also transformed their guest
services, moving away from the long
reception desk to the use of podiums –
which meant it was ok for reception to
leave the desk, as there was someone