TABLE OF CONTENTS
Page 1. INTRODUCTION 2
2. SERVICE ISSUES 3 3.1. There is no detailed procedures handbook 3 3.2. There is no formalised training and assessment process 3 3.3. Reporting of customer issues are not maintained on any recording system 3 though they are communicated to the building manager 3 3.4. Phone contact at times is disrupted due to poor reception around the site 3 3.5. Personal presentation of staff at times is poor 3 3.6. Appearance of the reception office at times is poor 3
3. SUMMARY OF SOLUTIONS 4
4. POLICIES & PROCEDURES 5 5.7. Procedures Handbook 5 5.8. Property Audits and Reporting 5 5.9. Collecting, Reporting and Responding to Customer Feedback 5 5.10. Response Times to Customer Queries 5 5.11. Front Office Attendance & Recording Times Out of Office 5 5.12. Presentation Standard 6 5.13. Office Appearance Standard 6 5.14. Concierge Training Package 6 5.15. Performance Reviews 6
5. OTHER IMPROVEMENTS 7 5.1. New Front Line System
6. LAWS, REGULATIONS, CODES OF PRACTICE & STANDARDS 7 7. CONCLUSION 7 8. REFERENCES 8
The scenario I have chosen to write of, for this assessment is based within a prestigious high rise residential complex. I will specifically concentrate on the frontline customer service duties and requirements of the concierge service as this is more often than not the first point of contact for the majority of the customers within this setting. The concierge is a 24/7 service and undertakes a number of roles including frontline customer reception, assisting the building manager with facilities issues, audits and security. The facilities management team consists of 1 building manager, 4 concierge on a 12 hour rotating shift within a 6 day on 6 day off rotating roster and 3 service attendants (cleaners). Besides 24/7 operation of the concierge service all other...