Right size, Right fit
Brigita Perry, workplace engagement manager at Anabas, discusses how corporate front of house teams have evolved their roles to meet the needs of a modern workplace, encompassing workplace experience, engagement, and employee wellbeing.
Hybrid working is here to stay, and as a result, office occupancy levels regularly fluctuate. In response, front of house teams have adapted their roles. With the most popular flexible and hybrid models seeing fewer people in the office at the bookends of the week, front of house teams can use this anticipated quieter time for more traditional tasks that require less face-to-face liaison. Then, during busier periods, front of house teams can focus on improving the workplace experience for all, and encourage employees to take the daily commute into the office, rather than work from home.
In our previous blog post, we discussed the importance of preparing for the future and adapting the workplace to accommodate all types of employees with diverse needs. This is a key strategy for businesses that want to encourage hybrid workers back into the workplace more frequently. In this context, the front of house team can play a crucial role in facilitating these forward-thinking changes.
Front of house personnel often have a deep understanding of the corporate buildings where they operate, with valuable insights into their layout, facilities, and amenities. As well as welcoming employees and guests into the workplace, they assist further by guiding and supporting them on where they need to be, and where is best for them to work based on their requirements. This could be recommending a suitable space for concentration, an available room for an important meeting or a more relaxed area for a catch-up with a colleague. Additionally, a more ‘hands-on’ approach can include helping employees plan meetings and events, both physical and virtual, and booking facilities on their behalf if required.
This added scope in the front of house role ensures that employees and visitors have a productive day in the office and are more likely to return knowing there is someone there to help, as well as welcoming them with a smile.
Research shows that employees who report a positive experience can be up to 16 times more engaged than those with a less favourable experience. As a result, front of house roles have developed and transformed to support businesses looking to enhance the workplace experience, with a focus on employee engagement and wellbeing.
At Anabas, we have developed many of our front of house roles into dedicated workplace experience managers. These managers are now responsible for creating a thriving workplace community that positively impacts culture to boost employee engagement and improve the time spent in the office. The roles now have a wider scope of responsibilities, including running events and workshops to enrich personal and professional development and hosting pop-up retail and food stalls in communal areas to aid socialisation in the workplace.
To ensure a safe, secure, and positive workplace experience for employees, many front of house teams now undertake additional conflict training to support security provisions and mitigate risks in the corporate workplace. In some facilities management contracts, the front of house and security service is now completely blended, with many front of house personnel holding SIA licenses to offer additional security support.
A robust, diligent front of house team can ensure that anything out of the ordinary is noticed and dealt with appropriately before it escalates into a more serious security risk while providing the best welcome experience for employees and guests arriving in the workplace.
Front of house teams are also embracing the Internet of Things to support their roles. Implementing the right technology can help free up front of house personnel to focus more on the face-to-face experience. With the correct technology in place, tasks like desk booking and visitor access passes can be managed smartly by employees themselves, so front of house teams can spend more personal time with guests, which will elevate the customer journey.
Now, more than ever, employees are choosing to come back to the office during the week because of 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 with others. Front of house teams are no longer limited to traditional reception duties and now stand at the forefront of creating exceptional workplace experiences, that match and exceeds the comforts and benefits of working at home.
Find out more about our front of house services and how we can help create a first-class guest experience in your workplace here.