No one can deny it, managers and owners of office buildings have witnessed a real transformation of their industry. To maintain their competitiveness, it is essential for them to develop attractive living environments for their occupants. We are only just beginning to see the results of this change when we cross the thresholds of certain towers: attractive spaces, up-to-date design, versatile common areas… A revolution is looming in the lobbies, and this n is just the beginning.
Despite this progress as a backdrop, the challenges to be met in the coming years remain considerable. How can office property owners prepare for the future? What will be the new differentiators?
If we rely on certain leaders in the field, it would be wise to turn to the hospitality industry for inspiration. We also observe that more and more industry players are investing in order to raise the bar in terms of the services offered to their occupants; they recognize that the experience lived in a place is inseparable from the welcome offered there.
Even today, the hospitality model of many towers is focused on security. Without questioning too much, or simply because it has always been so, we post security guards who unfortunately have not been hired to receive “guests”. To change this paradigm and enrich the visitor experience, here are some avenues worth exploring.
Take the case of Disney, a company recognized for its exceptional hospitality experience. She has understood that the excellence of service personnel does not come about by chance, but rather from a structured, meticulously planned approach. First, the organization seeks to understand its clientele in depth in order to seize opportunities to stand out. Then, she knows how to rally employees around a common vision of experience and service standards. Finally, it attaches great importance to continuing education. By carefully conveying the essence of the brand, Disney ensures that employees embody the company’s values in every interaction.
We see that this philosophy is coming to life in Quebec as well. Montréal-Trudeau International Airport has offered the assistance of a brigade of ambassadors for several years. Recognizable thanks to their red jackets, they are present everywhere in the airport and facilitate the journey of travelers while proudly embodying the YUL brand.
We also gain by adding to this welcoming welcome a range of services. They can be divided into two categories. First, there are services that increase the capacity of tenant organizations. For example: contributing to the reception of their visitors, making common areas accessible, facilitating the holding of events by providing support staff, coordinating catering services, etc.
Then there are the services that speak more directly to the employees who frequent the tower. For the latter, it is sometimes difficult to maintain a balance between private and professional life. Therefore, the little “helping hands” are welcome: going to the cleaners, maintaining their vehicle, receiving packages, buying show tickets, etc. The idea is to create a range of services adapted to each building, which acts as an attraction and retention tool.
While emphasizing the importance of cultivating a human presence, it would be unthinkable to overlook the potential of technology to enhance the experience. Among other things, using an app as an extension of the reception team allows users to interact with staff while accessing personalized services and real-time information. At the same time, the installation of reception kiosks offers visitors the possibility of quickly obtaining information and getting their bearings, even in the absence of staff, thus allowing a practical and efficient reception experience.
Looking back, I see that the paths to service excellence may vary, but the mission seems inescapable to me: to provide a more human, more welcoming, more generous, more caring, sometimes more professional tower, a tower which makes you want to come back day after day… to the delight of the owners and occupants.
