Our Reception Services team, working on behalf of CBRE, has come up with some interesting new concepts, which will help us continue to raise standards and achieve the highest level of service for CBRE.
The team is committed to achieving excellence and is not short of inspiring ideas to help us exceed tenants and their visitors’ expectations.
An example of this is that the reception team produce a monthly newsletter, available for all parties within the building to read. The content of the newsletter follows the same format every month providing information such as:
•Day-to-day activity happening within the building
•Advertising events being run in the surrounding areas
•Weather warnings
•Travel interruptions or expected strikes
•Fund-raising events being held within the building or by individuals
•Competitions
This has helped to elevate the level of customer service for the tenants, whilst bringing together a wider community.
Intesa Sanpaolo Bank provides retail and commercial banking services. It only has one branch in the UK.
We proposed a bespoke solution for Intesa, bringing together the security (Universal) and reception (RO) teams and promoting a ‘One Team’ philosophy, replacing two daytime security officers with two Italian-speaking receptionists.
The receptionists are SIA Licensed and trained in customer service, first aid, fire marshal, general H&S, conflict management and environmental awareness.
The general duties carried out are meeting and greeting visitors, escorting visitors and high-investment clients to meetings, issuing passes and managing all front-of-house reception services.
Knight Frank manages a prestigious and busy building within the heart of the City of London where our Reception Only staff integrate extensively with both our client’s management team and their tenants.
Our staff are considered to be a critical part of the smooth running of the building, and significant procedures and training are undertaken to ensure a high level of customer service is consistently delivered.
Our approach has partially reduced the workload of our customers, as we manage the in-house building portal on behalf of Knight Frank providing daily information such as:
Activity happening within the building affecting the site and its running
Advertising events being run in the surrounding areas
Travel interruptions or expected strikes
Any fundraising events being held within the building or by individuals