Case Studies
Avison Young Kensington Estate
“PROception was recently awarded the Front of House contract for our Strand Brook Portfolio. The transition process was extremely smooth with the Operations Manager providing daily support along with the successful introduction of our new Reception Manager. PROception are extremely proactive and flexible, particularly in responding to any site or staffing issues. I have been impressed with the new calibre of individuals that have been presented to me and the team are extremely professional and well-presented. I have also been impressed with the smooth implementation and transition of EVA, their in-house visitor management system which is a great added value service to the Avison Young contract. I would recommend them to anyone looking for an outstanding Front of House service and I look forward to developing our future partnership.”
– Alex Hardingham Soft Services Portfolio Manager, Avison Young Kensington Estate
GPE
“In the spring of 2019 GPE trialled the PROception Front of House services on our Piccadilly Estate of seven buildings. The service was to be tailored to deliver 6-star customer service whilst maintaining a subtle yet visible security presence. Within 3 months, the team were re-structured with new job roles and titles, retraining, skills gap analysis and coaching by PROception. The team embraced these changes, and it was evident within weeks that the team were re-energised, and the service felt more tangible. Following the successful portfolio re-tender in December 2019 PROception was awarded the Guest Services Ambassador contract for the whole GPE portfolio of 28 properties as a result of the tangible service delivery.’’
– Samantha Keane, Senior Property Procurement Manager for GPE
MAPP
“PROception took on the Front of House services with Mapp in April 2020. During this critical period for the business, the PROception team onsite were a vital link between the site, building management and other stakeholders as we entered the unfamiliar territory of COVID-19 and the first lockdown. Within recent months the focus for MAPP, as an industry leader in property management, has been to create a space for people to return to the workplace and feel as welcomed and as comfortable as they would visit a hotel or luxury boutique. The PROception team are focused on delivering a premium occupier and visitor experience which aligns with MAPP’s values, as well as PROception’s six-star service values. It is important that these standards are not only set high, but also maintained and we receive regular support visits from PROception management, as well as the team engaging in training to enhance their portfolio of skills in front-of-house, security and, most importantly, customer service. The team are well-rounded for this reason and able to embrace all aspects of their role as a Front of House Ambassador, with tangible effects of this through onsite feedback for stakeholders and, particularly, occupiers. We recently broadened our team to an additional Ambassador to focus solely on the meet-and-greet experience, while also maintaining a subtle security presence. This offers our occupiers peace of mind as well as a warm welcome, something that is as important to PROception as it is to MAPP.”
– Sherri Hunter-Kaye, Occupier Services Manager for MAPP