About the client
Established in 1848 and backed by a Royal Charter, the City & Guilds Group has a long history of shaping skilled workforces. It develops programmes of learning, learning technology, certification and assessment, to support colleges, training providers and governments - playing an integral role in the development of work-relevant learning around the world.
The client brief
The City & Guilds Group Head Office is based in London, on Giltspur Street and is made up of two connected buildings. Giltspur House has five floors of office space, with ground floor meeting spaces and a café. Next door, the Giltspur Street building also consists of five floors, and has a restaurant for employees.
First impressions count for the City & Guilds Group. They wanted a professional front of house service, to create a welcoming and safe environment for employees and visitors. A service that went beyond traditional reception duties to include security expertise. STARS (Security Trained Assistance & Reception Services) proved to be the perfect solution.
The Securitas solution
Two STARS work full time for the City & Guilds Group, one based in each building. Welcoming visitors is a key part of the role; signing them in, creating access passes and arranging guest WIFI.
STARS also handle the booking, set-up and maintenance of meeting rooms. With space at a premium, employees work with the STARS to ensure all room requirements are met. Catering is also arranged, if needed. Access card issues are resolved by STARS and they also handle deliveries to the post room.
Building checks are carried out once a week, to ensure there are no health & safety hazards, lighting failures or damage to property and assets. Fire extinguishers and first aid kits are checked to ensure all is in order. Damaged or missing equipment is reported as a priority. Any issues observed are recorded, via PDA, and shared with the City & Guilds team.
Incident management is also part of the role, with the support of two officers in the on-site CCTV room. Incidents are handled, in the appropriate way, logged and reported to the Group FM Property Manager.
Jamie Dervish, Group FM Property Manager at the City & Guilds Group commented: “Historically, we provided an in-house reception service and when our longest serving receptionist decided to retire, after 35 years, we knew it would be a challenge to replace her years of experience and knowledge.
“This change was the catalyst for us in deciding to implement smarter and more efficient ways of working. We decided to review the structure of the team and outsourced the reception service to Securitas, with whom we’ve enjoyed a successful partnership with for many years.
“The quality of the candidates put forward was impressive and the management team ensured that the implementation of the new service was seamless. We supported the STARS by providing additional training which has enabled them to add further value to the service by taking on additional responsibilities such as supporting meeting room equipment issues, carrying out weekly building surveys and managing Facilities helpdesk incoming enquiries.
“The STARS are an integral part of the team and are always willing to help. They have a ‘can do’ attitude and bring a friendly, professional demeanour which has enhanced the service and impressed our staff and visitors.”
STARS is an innovative approach to best-in-class, front of house reception and security for business. It combines the knowledge and expertise of a receptionist and security officer in one highly-experienced and multi-skilled individual. Securitas has STARS working across the country, for a wide range of clients.