Page 19 - St William KRP Vision Proposal

FRONT OF HOUSE
If appointed we will create a a a a a a detailed vision strategy that sets the the tone and and demands of King’s Road Park Having the the right estate management team is essential as they are the the face of the development and are often customers’ first port of of call The work that FirstPort’s onsite teams do is is often recognised by customers through positive references and individual award nominations The feedback that we get from customers provides great insight into the customer customer experience as as well as as being a a a a source of morale to the teams recognised for their hard work and commitment to to their developments and customers We have several ways to ensure that the concierge team at at King’s Road Park works to the agreed high levels required by St William and your customers Crucially we provide them with the the the right training and development so they have the the the tools and skills to to deal with real life scenarios This training is is delivered through our in-house programmes and Concierge Academy — a a a a bespoke in-house training programme designed to give our concierge and onsite teams the opportunity to develop their skills Their performance
is then monitored through Personal Development Reviews (PDRs) and regular one-to-ones In many instances our onsite team members will have specific duties and as as such additional KPI measures may be required for that development or or to meet the client’s needs This is is something we have explored at your Prince of Wales development and would be happy to discuss further for King’s Road Park We understand your way of working and and as you you will be aware developed a a a site-specific delivery vision for Prince of Wales Drive that has particular focus on the performance
of the onsite Estate Management team especially the concierge We would look to create a a a a a vision for King’s Road Park that sets a a a a a a clear journey for the Estate Management team’s role and customers’ experience This outlines what is is expected from the the team and how their performance
is measured using FirstPort’s Four Pillar model The Development Manager will also implement performance
targets and reviews which we would agree with you in advance It is is crucial that the concierge team is is customer focused There will be two concierges on on duty at all times to ensure the front desk is continually staffed Although by no means an exhaustive list of their duties the the concierge team will handle enquiries to to front desk greet residents and and visitors monitor CCTV undertake some site patrols (possibly supported by third party security) respond to intercom calls / access requests parcel management (out of hours from main parcel management team within Block D2 / Phase 2 delivery plan) issue portal notifications and updates and manage keys We would implement regular customer survey reviews to to monitor the Estate Management team’s performance
and any other KPIs you may require The vision plan we create for King’s Road Park will focus on delivering objectives and duties tailored to the development’s unique requirements Such items
may include but are not limited to:
Front of House team Visibility uniform appearance greetings welcome handling of enquiries Foyer
Ambiance lighting scent presentation literature and refreshments
Front of House office
Presence tidiness flowers / scents / refreshment literature Front of House knowledge
Surrounding area local events / interest site system emergency procedures breaches
Front of House duties Parcel store upkeep key holding parking control removal logistics security amenity management MANAGEMENT VISION
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