CIS Front of House Brochure by cis-security

COMPANY BROCHURE

CIS FRONT OF HOUSE

Contents Hello!

Words from our MD

Meet the Team

Our Customer Journey

What We Do

Lifestyle Experiences

Our Receptionists

Our Training

Our Quality

Our Recognition

Our Testimonials

Why Choose Us

CIS FRONT OF HOUSE

Hello! CIS Front of House is a fully-comprehensive front of house service provider based in London. CIS Front of House is one of the three divisions of CIS Security Ltd. Founded in 2017, CIS Front of House is deeply rooted in a tradition of excellence that spans across more than 53 years. Our reception teams boast unmatchable soft skills, combined with solid security expertise. Throughout the years we have laid the foundations of a corporate culture that encourages and motivates our people to consistently deliver a superior customer journey to our guests.

A JOURNEY OF EXCELLENCE WHERE YOUR NEEDS ARE MET BEFORE YOU ANTICIPATE THEM.

We live by one rule: we don’t determine what good service is; the guest does. From reception to help-desk teams, to floor coordinators, no matter where we work, our drive is to constantly put our guests at the centre of everything we do. Our management empowers our people to treat others as they would want to be treated. We believe that a great service begins with showing courtesy and professionality to everyone - customers, employees and stakeholders are all considered guests of CIS Front of House.

CIS FRONT OF HOUSE

Words from our MD

Neill Catton “To meet our guests’ expectations, we have a keen commitment to our standards of service and the right attitude to make it happen. The right attitude is the most important requirement for success in any endeavour. How we approach our work has a direct impact on the quality of the work itself and, for us, on the enjoyment and the sense of pride we derive from being part of CIS Front of House.” Neill Catton CIS Managing Director 5

CIS FRONT OF HOUSE

Meet the Team WE ASPIRE TO

True leadership plays a

LEGENDARY

crucial role in delivering service excellence.

We pride ourselves on building a climate for excellence that always prevails over operational complexities. To us, excellent service is not a pipe dream. The key is genuine leadership at all levels of our Company - leadership that offers the direction and inspiration to sustain our services.

SERVICE. PROVIDING A

Neill Catton

Managing Director

GOOD SERVICE IS NOT GOOD ENOUGH

We offer our people a vision they can believe in, an achievement culture that challenges them to be the best they can, a sense of team that nurtures and supports them, and role models that show them the way.

FOR US.

This is what leadership means to us.

Amanda McCloskey

Elvira Signorile

Sales & Marketing Director

FoH Supervisor

Sigita Gedrimaite Account Manager

CIS FRONT OF HOUSE

Our Customer Journey We are fully committed to delivering and exceeding the expectations of our clients. To achieve high standards of customer service, we adopt a continuous approach towards training, developing and raising competence awareness throughout the company. We approach customer services at a strategic level with our Business Development Planning model focused on continuous improvement throughout the contract term. At our local level, we provide simple solutions to suit our clients’ needs. In short, we observe, we listen and we go the extra mile to ensure that we enable our teams to provide a superlative service to our clients.

WE SEE OUR CUSTOMERS AS INVITED GUESTS TO AN EVENT WHERE WE ARE THE HOSTS. IT IS OUR JOB TO MAKE EVERY IMPORTANT ASPECT OF THE CUSTOMER JOURNEY A MEMORABLE EXPERIENCE. 9

CIS FRONT OF HOUSE

What We Do CIS Front of House was launched with the intention of becoming London’s leading Front of House provider. We are proud to say that today we have a diverse portfolio of clients within public and private sectors.

RECEPTION TEAMS

HELP DESK TEAMS

Our true heroes, our receptionists consistently provide an excellent customer service with warmth, friendliness and impeccable manners.

Our dedicated help desk teams ensure all requirements are dealt with in a timely manner, from switchboards, to room bookings, to maintainance bookings.

FLOOR COORDINATORS

ELECT TEAM

Our floor coordinators ensure seamless operations and are the point of contact for any requirement between different floors.

We have a fully-trained relief pool of receptionists with their own designated contracts to cover in the event of any scheduled or unscheduled absence.

CIS FRONT OF HOUSE

Lifestyle Experiences Providing an excellent Front of House Reception means creating an effortless and memorable experience. Our teams pride themselves on going above and beyond and always make our visitors feel welcome and comfortable. With a range of experiences across a range of lifestyle elements, we really have something for everyone. We work closely with brands, creators and industry specialists. Whether it’s a pop-up event, live music or a workshop, we are proud to create experiences which allow guests and occupiers to connect and socialise, whilst also leaving them free to appreciate the quality and authenticity of our receptions.

PRIVATE CONCIERGE

EVENTS

Our concierges cater to our visitors and fulfil every wish with superlative service, minute attention to detail and seamless execution. From performance bookings to private shopping, our concierges will make it happen.

At CIS Front of House we reshape your reception experience. By tapping into the building’s culture and vibe, we organise memorable events in our lobbies for our visitors’ enjoyment.

POP-UP EXPERIENCES

SENSORIAL EXPERIENCES

Our pop-up events and workshops are the best way to escape the hustle and bustle of the City. Tailor-made to accommodate each building, we deliver dynamic experiences through a boutique portfolio of exceptional partners.

We are keen to make our receptions responsive and authenically engaging spaces, which is why we partner with renowned florists, perfumers and interior designers for outstanding sensorial moments.

CIS FRONT OF HOUSE

Our Receptionists

OUR FLAWLESS TEAMS HAVE THE CORE TOOLS NEEDED TO DELIVER AN OUTSTANDING WELCOME, AS WELL AS THE HIGHEST STANDARDS OF SECURITY.

As a company with a reputation built over 53 years, our receptionists are brand advocates and lead the way in outstanding customer experience. We have put in place a strong talent pool: leveraging new channels to source the best people with prestigious hospitality backgrounds, keeping top performers engaged and building a resourcing model for continued success. We have actioned a robust recruitment process which includes a talent map of desired skills and attributes. We source, educate and inspire the finest hospitality champions who inject passion and knowledge into everything they do. Being a Receptionist is not just about soft skills; we provide our clients with integrated added value using our security expertise.

Standing as a force for good means providing the highest level of vetting and licensing, serving our clients across the breadth of their needs. Our specific training programmes cover a wide variety of topics and are nationally-recognised for their educational value. From the Welcome Host course, to conflict management; from mental health awareness to safety awareness. We are constantly seeking to improve and develop our services to exceed our clients’ expectations.

CIS FRONT OF HOUSE

Our Training We put great focus on personal development, because it helps our people to build and develop relationships. Some people have a particularly charismatic persona, whilst others are strong listeners. To us it’s important to build and develop their strengths.

WE ARE HERE FOR

Our business is all about people, communication and relationships. Our Receptionists have outstanding diplomacy and customer service skills, whilst keeping a personable disposition towards any guest. This, combined with their security knowledge, ensures a high calibre of service across a wide range of properties. Our training and development offering calls for dedication to excellent customer service and a high-level of quality compliance. Our strategy bridges the gap between learning and delivering a world-class service that is simply unforgettable.

YOU. WE WANT TO ENSURE THAT YOU HAVE ACHIEVED

We have devised a training strategy encompassing our standard of excellence and an evolving support structure that sets our people up for success through effective succession planning.

A FIRST-CLASS

From learning effective communication skills, to acquiring strategic thinking and decision-making abilities, our impressive in-house Training Team, lay the foundations for career advancement.

GUEST EXPERIENCE.

Such training allows our people to map a career path that can lead them to personal growth within CIS Front of House. Fully aware that diversity is a fact and that inclusion is a choice, we train our receptionists and concierges to ensure that every interaction they have is consistent, considered and respectful. For equality, diversity and inclusion training to be effective, we focus on conveying teachings through education, reflection and information-sharing at all levels.

CIS FRONT OF HOUSE

Our Quality

We apply a multi-level approach to maintaining quality consisting of the following key points:

It is paramount to us that the level of service we provide is

WEEKLY MANAGEMENT VISITS

monitored and reviewed on a regular basis. This allows us to identify emerging trends and consequently areas that require attention.

24/7 COMMUNICATION CENTRE

We achieve exceptional standards of good practice through our Internal Management Process and we source guidance via various industry standards which include - but are not limited to The British Standards, such as BS7858, BS7799, BS7958, BS22301, BS7984, BS14001, BS45001 and ISO9001. To perpetuate a service culture, we include our quality standards in job descriptions, inductions, training and development sessions and employee appraisals.

CLEAR KPIS AND SERVICE LEVEL AGREEMENTS

WEEKLY MONTHLY REPORTS

We pride ourselves on keeping painstaking attention to detail throughout our activities and we continuously look for ways to improve our level of service.

MYSTERY SHOPPERS 19

CIS FRONT OF HOUSE

Our Recognition At CIS Front of House we strive to develop exemplary employment practices for attracting, retaining and assisting the professional development of a talented and diverse pool of people. Recognition is not something we do and then check off our list. We think of recognition differently and make it part of our teams interaction. We incorporate thankfulness and meaningful forms of recognition in our daily activities. From rewards, to gala award nights; from company perks, to certificates, we motivate, inspire and appreciate our people’s efforts to achieve a loyal and thriving working environment.

CIS FRONT OF HOUSE

Over the past year, LSBU developed a great partnership with CIS Front of House and their influence is clearly evident in all core aspects of our business and values. The reception team is a fine reflection of the company`s culture which comes to life through a structured, highly principled and accountable organisation. I really appreciate the respect, friendliness and consideration shown by all – from reception through to management, administrators and accounts. The service has been well co-ordinated and of a consistently high quality for which I can with confidence say, thank you.

Our Testimonials

London South Bank University’s Security and Reception Services Manager

Even though the Reception service business department between the CIS world is fairly new, I have been extremely surprised and happy with the professional service approached from all their staff members. The Account Managers take care of all our reception needs with the extra 5-star hotel professional approach. This is well reflected by our Receptionist with her 5 stars professional approach to all our tenants and their customers at 50 Hans Crescent. I am looking forward to sharing more business with the CIS reception world. CBRE Estate Manager

Having worked with CIS in the past, I was pleased to hear that they were the service partner providing both security and front of house services to Moretown. Both mine and my organisation’s ethos is very much one of a “one team” approach; the service delivery to the site and the experience delivered to all whom attend, is paramount. All of this whilst ensuring that the site is secure and a safe environment to visit and be in. We are truly fortunate to have a great service partner in CIS, who epitomise the spirit of teamwork and collaborative working. This has enabled the eventing initiatives to set new boundaries for customer service excellence, which elevates and supports the Moretown brand. CIS have fast become more than just a security company, and an excellent service partner to have on board. Moretown Estate Manager

The service provided by CIS Front of House has truly elevated the level of reception at NHBC. Their support goes above and beyond our expectations and their “one team” approach is what we want to see in all our contracts. Warmth, positivity and excellent customer service make CIS Front of House a great asset to NHBC. We wouldn’t hesitate to recommend them for their excellent approach to Front of House and Reception services. NHBC Estate Manager 23

CIS FRONT OF HOUSE

Why Choose Us When it comes to reception experiences, we thrive in the market due to our boutique approach and our ability to offer unique experiences that set us apart from the crowd.

From our receptionists’ sartorial uniforms, to our unforgettable sensorial experiences for our guests, we focus on individual solutions and designs. We know that first impressions last. Meet and greet, reliability, warmth are only part of the story. By going above and beyond what is expected, we establish personal engagement and provide a welcoming experience so positive that the memory is a long-lasting one. In this journey, you will see that with CIS Front of House excellence is not just a task, but a culture.

EMAIL US info@cis-frontofhouse.co.uk CALL US 020 8690 1903