Acuity, the five star front of house service provider, has been awarded the Partners in Training and Development Award at this year’s PFM Partnership Awards which celebrate effective partnerships within the facilities management sector.
Acuity won the award for helping the British Medical Association achieve its vision of a truly integrated security and reception team.
Acuity reviewed the existing security and reception provision with a view to finding areas where the level of customer service could be enhanced, whilst also maintaining the integrity of the security provision on site.
Chiara di Rienzo, Acuity Director and Ciaran Barry, Risk Management Consultant for the BMA, led the Diagnostic Service Audit at the BMA and created a roadmap to integrate the two service functions, and fundamental to the success of this was employee engagement and training.
Bespoke training solutions were created for security and reception teams at the BMA by Acuity including: Change Management and One Team Approach training sessions designed to help all those involved to see the benefits of the approach and help them to embrace the new structure. Comprehensive Coaching & Leadership training was given to the newly appointed front of house manager and the Security team was given training to elevate the customer service levels to a five star service standard.
Members of the integrated team also took part in training courses depending on their individual requirements. For example, to better support the security officers the reception team received Security Awareness training, as well as Project Griffin training for counter-terrorism awareness, Conflict Management training and Fire & First Aid training.
The security officers undertook courses on First Impression Techniques and being Lobby Brand Ambassadors. Both the security and reception teams also took part in a course designed to bring their customer service levels up to that of five star hotel, which involved hotel visits and their own mystery visitor audit at one hotel.
Chiara Di Rienzo, Acuity Director says the new restructured and highly trained team is very proud of the work that it does: “Our team at the BMA is providing a world class welcome, and they are proud of their contributions to the smooth running of the Association. We have been delighted with the transformation on site and now we are equally proud to have been recognised for the partnership model that we can offer to clients who want to proactively action change through training.”