The future of guest services: employing social value

Smiling young African American businesswoman working on a laptop at her desk in a bright modern office with colleagues in the background

Article by Bianca Angelico, Chief DayMaker On Verve

Bianca Angelico from guest services provider On Verve discusses how the future of corporate guest services is embracing social value, and therefore providing new employment opportunities.

The future of guest services: employing social value

As we fully return to the world of in-person interactions, expectations of the quality of guest services in the corporate sector have increased. Since the world has found comfort in staying at home, there needs to be more incentive to return to the workplace.

This can, and has started to, take shape in the form of increased care when looking after guests in certain contexts, ensuring their total comfort to keep them happy. The future of corporate guest services is a growing industry both in size and grandeur and keeping up with it will require more extensive recruitment, which creates more job opportunities for people of all backgrounds.

At On Verve, we are aiming to be forward thinkers when it comes to social value in our business. This all started at the implementation stage of On Verve last year; I knew it was a principle I wanted throughout the business. We looked at how we can support the happiness and wellbeing of our employees as well as prioritising diversity and inclusion in the workforce. To be able to get access to this next level of workforce we needed to hire based not just on the level of experience, but who the candidate is as a person.

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Traditionally, corporate guest services have been akin to a 5-star hotel experience. Now, we are prioritising qualities that our clients value, such as personable, approachable, or kind, to name a few.  In recent months, we have employed people without prior experience in the corporate environment and were not familiar with the correct protocol is for such settings. However, by introducing our clients to employees who don’t have the “ideal” CV, but rather those that we think would be the perfect fit for their culture, we have seen great results.

For example, Ingrid joined the On Verve team last year. She’s friendly, has great energy and a willingness to learn. She’s also 57 and had very limited computer skills, something that is usually a baseline requirement for an individual going for a front-of-house role. It was Ingrid’s personality and enthusiasm for helping people that made her the best fit. Since starting, Ingrid has been given all the relevant training to be able to use the computer effectively.

We believe in finding DayMaker’s like Ingrid who have innate desire to help others; skills can be taught, but who you are can’t be. What our clients want from a guest service provider has changed since the pandemic, hence the title ‘DayMaker’, as we aim to make people’s day through our services.

The days of the traditional, stiff front desk person are gone, and more clients are looking for relaxed, personable people. This opens up job opportunities in the corporate world to a whole new group of people, so it’s a truly exciting time for the sector.

About the author

Bianca Angelico is Chief DayMaker at On Verve, the specialist guest services arm of the Churchill Group. Bianca has headed up On Verve since its launch in May 2021 and was instrumental in the planning and development of the service prior to launch.

Bianca has vast experience in the facilities management and guest services sectors, having helped to set up and run services that work in tandem with other building management and occupant experience amenities.

On Verve is dedicated to making a difference through positivity, focussing entirely on making people’s workplace experience enjoyable and stress-free. On Verve also strives to create an atmosphere that’s right for guests and employees through a combination of people and technology.

 

Bianca Angelico

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