The transformation of front-of-house: the heart of the modern workplace
In a world where work dynamics are ever-changing, front-of-house – the area immediately accessible to both visitors and employees – continues to play a pivotal role in every office. The roles within front-of-house have evolved to meet the fresh needs of visitors and employees alike. The primary focus of front-of-house services now lies in enhancing the experience, fostering engagement, and monitoring wellbeing.
According to KPMG's Global CEO Outlook, 64% of CEOs anticipate a full return to the office by the end of 2026. This underscores the importance of front-of-house teams in crafting a workplace environment that not only tempts employees away from home but also encourages office attendance.
Front-of-house teams are no longer confined to traditional reception duties. They are pioneering the creation of unique office experiences, setting the stage for a special office ambiance that surpasses the comfort and benefits of working from home.
The shift from a client-focused to an employee-focused office environment began post-Covid. Employees now have much higher expectations of office facilities and amenities. The trend of 'Hotelification' – repositioning the office to feel more like a hotel – is gaining popularity. This trend stems from the fact that employees are now more selective about their office use, choosing to come in for meaningful meetings or productive work sessions.
Streamlined experience
For a pleasant and productive day at the office, employees expect the seamless service of a five-star hotel.This includes a warm welcome, friendly staff always ready to assist, their favourite coffee made from freshly ground beans, modern technology for efficient work, and a sense of security at all times.
The front-of-house team is the glue that holds all of this together. Whether an employee needs a quiet workspace, is looking for a meeting room, or requires assistance with a printer jam, it's crucial (s)he feels supported by someone who truly cares. Exceptional front-of-house service is about earning employee trust by making each and everyone feel understood and catered for, and by being always available for questions and support. Moreover, employees expect this service to be genuine, considerate, and consistent, no matter which team member they interact with, on any given day.
Wow factor for wellbeing
Exceptional front-of-house service also involves a strong sense of care for employees. Paying attention to aspects such as mental health, a sense of community, team building, and safety at work is increasingly important.
Front-of-house staff, often the first to greet employees on arrival and the last to see them off, are uniquely positioned to notice changes in behaviour, mood, and wellbeing, and offer support. In this context, taking good care of employees is essential to ensuring they feel healthy, happy, and productive, and remain loyal to their employer.
Increasingly, front-of-house staff are also involved in creating a thriving workplace community, positively influencing the company culture and thereby boosting employee engagement. Event managers' skills are put to use to organise office events, team-building activities, and workshops to foster personal development. This promotes collaboration and communication in the workplace.
Mixed approach
Security and front-of-house services often are fully integrated, with each front-of-house staff member holding an official security pass to ensure extra safety for both employees and visitors. This combined approach creates a clear point of contact for whomever is present in the building, making the workplace more efficient and secure.
Front-of-house services start right at the office entrance and extend throughout the entire building, making sure everyone has a nice and productive time at work. It is expected that the importance of professional and distinctive front-of-house service will increase in the coming years, in line with the evolution of the office, to meet future workplace strategies.