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Webinar – Front of house; first impressions count

On Wednesday 7th October Sara Bean, Editor of FMJ and Jess Prichard Commercial ManagerCorporate, Moneypenny hosted a webinar: Front of house; first impressions count

Maintaining effective front of house activities is a challenge for organisations given the fact that so many of their staff and clients continue be dispersed between office and home. So the discussion looked at how organisations can maintain a seamless front of house service by employing the latest communications tools.

They were joined by a panel of experts comprising:

  • Sam Farrant, MD at Vpodsolutions – a firm which believes that organisations can achieve real value by combining their physical assets, including people, with digital platforms (technology) to achieve a truly joined-up engagement experience. This has never been truer over the last six months.
  • David Howorth, Global Customer Experience Director at JLL. He is responsible for the development & delivery of the customer & workplace experience on the global FM & Workplace services account with HSBC, operating in 57 countries across 4000 properties. He’s worked with a plethora of world leading organisations to create front line transformation of their workplaces
  • Wayne Young, Facilities Manager for Hermes and Winner of the 2019 Pattenmakers’ Young FM Manager of the year award. Leading the facilities management department for Hermes, a fast paced, growing, innovation lead parcel delivery company, he has a real passion about the use of technology and innovation to better our industry and create a great and lasting customer experience.
  • Jason Cousins, Director FM at Lazard has an impressive range of facilities management experience across a broad range of organisations. As well as embracing the challenge of leadership, change and new working environments, he’s long been a leading light in helping to promote the profession through his volunteering for the IWFM.
  • Ian Wade Head of UK Estates British Medical Association is responsible for delivering FM strategies across the BMA’s property portfolio. He’s experienced in all client-side FM service deliveries, people management, driving change, establishment/resource control and is an active member of the FMJ editorial steering committee

During the event a range of questions were put to the panel – including, the biggest headaches in managing front of house activities in the age of Covid, whether the panel thought organisations should continue using reception staff to greet visitors and manage incoming calls and what FMs can do to ensure that the personal touch is maintained even where staff and clients must be kept one remove away with social distancing?

Both Jess and Sam talked us through some of the communications tools and digital platforms available from Moneypenny and Vpodsolutions to help manage front of house. Finally we ran a poll to discover that
over 80 per cent of respondents were planning for a mix of home and office working over the next few months.

A full review of the event will be published in the November issue of FMJ.

Please fill out the information below to view the webinar.

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