FOH Brochure

FRONT OF HOUSE BROCHURE 1

TABLE OF CONTENTS Our Purpose Introduction The Customer Journey What We Do Life Experiences Our Receptionists Our Training Our Quality Powered by Excellence Why Choose Us

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04 - 05 06 - 07 08 - 09 10 - 11 12 - 13 14 - 15 16 - 17 18 - 19 20 - 21 22 - 23

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OUR PURPOSE A JOURNEY OF EXCELLENCE WHERE YOUR NEEDS ARE MET BEFORE YOU ANTICIPATE THEM DIMITRIOS SVOLOPOULOS Front Of House Contracts Manager 4

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INTRODUCTION CIS Front of House is a fully-comprehensive front of house service provider based in London. CIS Front of House is one of the three divisions of CIS Security Ltd

Founded in 2017, CIS Front of House is deeply rooted in a tradition of excellence that spans across more than 55 years.

Our reception teams boast unmatchable soft skills, combined with solid security expertise.

Throughout the years we have laid the foundations of a culture that encourages and motivates our people to consistently deliver a superior customer journey to our guests.

The vision and values of CIS drive us, bringing people together with passion, determination and leadership.

Our management empowers our people to treat others as they would want to be treated.

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THE CUSTOMER JOURNEY WE SEE OUR CUSTOMERS AS INVITED GUESTS TO AN EVENT WHERE WE ARE THE HOSTS. IT IS OUR JOB TO MAKE EVERY IMPORTANT ASPECT OF THE CUSTOMER JOURNEY A MEMORABLE EXPERIENCE

We are fully committed to delivering and exceeding the expectations of our customers.

To achieve high standards of customer service, we have created a 5* customer service training programme designed to encourage and instill competence awareness.

Our approach to customer service begins at a strategic level through a Business Development Planning model focused on continuous improvement and customer satisfaction.

We provide simple solutions to suit our customer’s needs. In short, we observe, we listen and strive for customer excellence.

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WHAT WE DO CIS FRONT OF HOUSE WAS LAUNCHED WITH THE INTENTION OF BECOMING LONDON’S LEADING FRONT OF HOUSE PROVIDER

We are proud to say we have a diverse portfolio within both the public and private sectors RECEPTION TEAMS

HELP DESK TEAMS

Our true heroes, our Receptionists consistently provide an excellent customer service with warmth, friendliness and impeccable manners.

Our dedicated Help Desk Teams ensure all requirements are dealt with in a timely manner, from switchboards, to room bookings, to maintainance bookings.

FLOOR COORDINATORS

ELECT TEAM

Our Floor Coordinators ensure seamless operations and are the point of contact for any requirement between different floors

We have a fully-trained relief pool of Receptionists with their own designated contracts to cover in the event of any scheduled or unscheduled absence.

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LIFE EXPERIENCES PROVIDING AN EXCELLENT FRONT OF HOUSE RECEPTION TO US MEANS CREATING AN EFFORTLESS AND MEMORABLE EXPERIENCE Whether it’s a pop-up event, live music or a workshop, we are proud to create experiences which allow guests and occupiers to connect and socialise, whilst also leaving them free to appreciate the quality and authenticity of our receptions.

PRIVATE CONCIERGE

EVENTS

Our Concierge cater to our visitors and fulfil every wish with superlative service, minute attention to detail and seamless execution. From performance bookings to private shopping, our Concierge will make it happen.

At CIS Front of House we reshape your reception experience. By tapping into the building’s culture and vibe, we organise memorable events in our lobbies for our visitors’ enjoyment.

POP-UP EXPERIENCES

SENSORIAL EXPERIENCES

Our pop-up events and workshops are the best way to escape the hustle and bustle of the City. Tailor-made to accommodate each building, we deliver dynamic experiences through a boutique portfolio of exceptional partners.

We are keen to make our receptions responsive and authenically engaging spaces, which is why we partner with renowned florists, perfumers and interior designers for outstanding sensorial moments.

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OUR RECEPTIONISTS OUR FLAWLESS TEAMS HAVE THE CORE TOOLS NEEDED TO DELIVER AN OUTSTANDING WELCOME AS WELL AS THE HIGHEST STANDARDS OF SECURITY

As a company with a reputation built over 55 years, our Receptionists are brand advocates and lead the way in outstanding customer experience.

We have put in place a strong talent pool: leveraging new channels to source the best people with prestigious hospitality backgrounds, keeping top performers engaged and building a resourcing model for continued success.

We have actioned a robust recruitment process which includes a talent map of desired skills and attributes.

We source, educate and inspire the finest hospitality champions who inject passion and knowledge into everything they do.

Being a Receptionist is not just about soft skills; we provide our customers with integrated added value using our security expertise.

Standing as a force for good means providing the highest level of vetting and licensing, serving our customers across the breadth of their needs.

Our specific training programmes cover a wide variety of topics and are nationally-recognised for their educational value.

From the 5* customer service programme, to conflict management; from mental health awareness to safety awareness. We are constantly seeking to improve and develop our services to exceed our customers’ expectations.

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OUR TRAINING

WE ARE HERE FOR YOU. WE WANT TO ENSURE THAT YOU HAVE ACHIEVED A FIRST-CLASS GUEST EXPERIENCE We put great focus on personal development, because it helps our people to build and develop relationships. Some people have a particularly charismatic persona, whilst others are strong listeners. To us it’s important to build and develop their strengths.

Our business is all about people, communication and relationships.

Our Receptionists have outstanding diplomacy and customer service skills, whilst keeping a personable disposition towards any guest. This, combined with their security knowledge, ensures a high calibre of service across a wide range of properties.

Our training and development offering calls for dedication to excellent customer service and a high-level of quality compliance. Our strategy bridges the gap between learning and delivering a worldclass service that is simply unforgettable.

We have devised a training strategy encompassing our standard of excellence and an evolving support structure that sets our people up for success through effective succession planning.

From learning effective communication skills, to acquiring strategic thinking and decision-making abilities, our Trainers lay the foundations for career advancement.

Such training allows our people to map a career path that can lead them to personal growth within CIS Front of House.

Fully aware that diversity is a fact and that inclusion is a choice, we train our Receptionists and Concierges to ensure that every interaction they have is consistent, considered and respectful.

For equality, diversity and inclusion training practices to be effective, we focus on conveying teachings through education, reflection and information-sharing at all levels.

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OUR QUALITY IT IS PARAMOUNT TO US THAT THE LEVEL OF SERVICE WE PROVIDE IS MONITORED AND REVIEWED ON A REGULAR BASIS

This allows us to identity emerging trends and consequently areas that require attention.

We achieve exceptional standards of good practice through our Internal Management Process and we source guidance via various industry standards which include - but are not limited to The British Standards, such as BS7858, BS7799, BS7958, BS22301, B57984, B514001, B518001 and ISO9001.

To perpetuate a service culture, we include our quality standards in job descriptions, inductions, training and development sessions and employee appraisals.

We pride ourselves on keeping painstaking attention to detail throughout our activities and we continuously look for ways to improve our level of service.

We apply a multi level approach to maintaining quality consisting of the following key points: ► ► ► ►

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Weekly Management Visits 24/7 Communication Centre Clear KPI’s Service Agreements Mystery Shoppers

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POWERED BY EXCELLENCE AT CIS FRONT OF HOUSE WE STRIVE TO DEVELOP EXEMPLARY EMPLOYMENT PRACTICES FOR ATTRACTING, RETAINING AND ASSISTING THE PROFESSIONAL DEVELOPMENT OF A TALENTED AND DIVERSE POOL OF PEOPLE

Recognition is not something we do and then check off our list.

We think of recognition differently and make it part of our teams interaction.

We incorporate thankfulness and meaningful forms of recognition in our daily activities.

From rewards, to gala award nights; from company perks, to certificates, we motivate, inspire and appreciate our people’s efforts to achieve a loyal and thriving working environment.

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WHY CHOOSE US

First Impressions Last WHEN IT COMES TO RECEPTION EXPERIENCES, WE THRIVE IN THE MARKET DUE TO OUR BOUTIQUE APPROACH AND OUR ABILITY TO OFFER UNIQUE EXPERIENCES THAT SET US APART FROM THE CROWD

We know that first impressions last. Meet and greet, reliability, warmth are only part of the story. By going above and beyond what is expected, we establish personal engagement and provide a welcoming experience so positive that the memory is a long-lasting one.

In this journey, you will see that with CIS Front of House excellence is not just a task, but a culture.

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PROUD PAST STRONG FUTURE

CONTACT US

ADDRESSES

Telephone London 020 8690 1903

London Office (Lewisham)

Birmingham Office

Manchester Office

Dublin Office

418-426 Lewisham High

3 Brindley Place

Chancery Place,

Commercial House,

Street, London SE13 6LJ

B1 2JB

50 Brown Street, M2 2JG

Milbank Business Park, Dublin, Ireland

Online www.cis-security.co.uk

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London Office

Birmingham

Manchester

40 Gracechurch Street

0121 824 1075

0161 511 3397

London EC3V 0BT

0121 824 1076

0161 511 3398