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One ISSUE 14 : MAY 2017
The voice of the Aspire Team - Bringing our community together
ON HAND AT
KINGS GATE THERE ARE NO GAMES, OR EVEN ANY THRONES, BUT THE CONCIERGE TEAM AT KINGS GATE HAS BEEN SETTING NEW STANDARDS FOR CUSTOMER SERVICE AND OFFER A RESIDENTIAL EXPERIENCE LIKE NO OTHER. READ MORE INSIDE >>>>
WHAT’S INSIDE
ASPIRE PLAYERS OF THE MONTH
April ‘17 See page 10 for more on the winners.
READ MORE INSIDE >>>>
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aspire one team
one vision
ONE MESSAGE FROM
The Steering Committee
WelcomeAsOne HAVING BEEN INVOLVED FROM THE VERY START OF ASPIRE, OFFICE CONCIERGE IS PROUD TO BE PART OF THIS EFFECTIVE COLLABORATION BETWEEN SERVICE PARTNERS FROM A VARIETY OF DIFFERENT DISCIPLINES. Our team ethic and the high level of service delivered by all the Aspire partners for Land Securities London Portfolio has set new standards in our industry. Our staff are proud to be part of the ‘Aspire Family’ and very much see themselves as Ambassadors for the buildings in which they work.
Simon Cooney Director, Office Concierge
As specialists in each of our individual services, it is important that we are able to deliver a joined-up cohesive solution to all aspects of the smooth-running of the portfolio. From Land Securities’ perspective one of the biggest challenges is to ensure all their ‘best-in-class’ providers work in harmony. It’s all very well excelling at what you do, but if each company or individual works only to their own agenda or adopts a ‘silo mentality’, it can lead to operational issues, inefficiency, and reduced motivation. This in turn undermines our overall goal, which is always to provide the best possible service and to deliver a great customer experience for occupiers and visitors. Aspire addresses this challenge of using multiple service providers effectively and ensures that all companies are given the operational platform and support to really deliver great service.
Aspire is much more than a ‘tickbox’ exercise — we are witnessing staff truly living and breathing its values; Customer Service, Respect, Integrity, Excellence and Innovation. Office Concierge is delighted to support all Aspire’s initiatives. We ensure that Aspire’s message is cascaded to everybody involved with our Land Securities contract, including our Privée Lifestyle team who power the ‘LS Concierge’ service, currently at eight of their buildings. By way of example, the smooth-running of our lobby pop-up events rely heavily upon the involvement of maintenance, cleaning, security and our front of house teams, where Aspire’s culture of collaboration is critical to their success. We have supported charitable initiatives with The Honeypot Children’s Charity and Mencap and are about to provide English lessons as well as Wellness and Positive Mindfulness workshops (see page 3) as part of the ‘Learn As One’ initiative. Aspire provides us all with the opportunity to learn the real value of teamwork and to be proud of our achievements, of which we are sure there will be many more.
“Coming together is a beginning. Keeping together is progress. Working together is success.” Henry Ford
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WE’RE ALL ABOUT YOU GETTING DOWN AND DIRTY ON 6TH MAY, ASPIRE MEMBERS TOOK PART IN AN EXCITING TEAM-BUILDING EXERCISE UNLIKE ANY OTHER. The Land-Sec Lions joined by teams from both Corps and Ultimate Security attempted the ‘Tough Mudder’ Challenge. A 10-mile mud and obstacle course designed to push participants to their limits, forcing them to rely on their strength, endurance and above all else, teamwork.
A big wet slap on the back to everyone... Garret O’Neill Celia Bouchut Jessica Trew Andrew Cowie Cassie Carson Jordon Joseph Jack Kelly Joaquin Ibanez Jack Purr Coree Beccles Dan Graham Esat Maxhuni Russell Southern Olufemi Fadugba Marcus Henry Didymus Boyibe Marek Kopycinski
Operations Support Assistant Operations Manager General Manager Technical Manager Assistant Operations Manager Operations Support Assistant Operations Manager Team Administrator LS Academy Trainee LS Academy Trainee CBRE Corps Security Corps Security Corps Security Corps Security Ultimate Security Ultimate Security
ASPIRE GOES GREEN TO END STIGMA IN THE RUN-UP TO MENTAL HEALTH AWARENESS WEEK BETWEEN THE 8TH TO THE 12TH MAY, THE LORD MAYOR’S APPEAL INVITED ORGANISATIONS FROM ALL OVER LONDON TO TAKE PART IN RAISING AWARENESS OF MENTAL HEALTH ISSUES. There was an overwhelming response to this from Aspire at sites all over the city, with members of staff wearing green ribbons during the week to show their support for this great event. The green ribbon has the single, powerful message of ending the stigma surrounding mental health issues, recognising the difficulties some individuals face each day due to their conditions. With this in mind, it was great to see so many members of the wider team making the effort.
LearnAsOne - Are you mindful? Of course, this support will continue long after the Awareness Week ends. Always ready to go one step further, Land Securities and Aspire will be running our ‘Positivity & Mindfulness’ training workshop to help you develop your positive emotions. The workshop is running on Monday 5th June and will remain committed to this cause for months to come. To join the course email aspire@landsecurities.com.
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WE’RE ALL ABOUT YOU
The Kingsmen Of Portico SINCE ITS OPENING IN OCTOBER 2015, THE KINGS GATE ESTATE STANDS NEAR THE CENTRE OF VICTORIA AS A FANTASTIC EXAMPLE OF MODERN DESIGN AND ARCHITECTURE, OFFERING SOME OF THE MOST DESIRABLE APARTMENTS IN THE CITY. BUT AT THE HEART OF THIS ESTABLISHMENT AND THE ESSENCE OF ITS SUCCESS IS THE 5-STAR FRONT OF HOUSE SERVICE OFFERED BY THE PORTICO RESIDENTIAL CONCIERGE TEAM.
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Head Concierge Graham Johnstone always allows time to enjoys a little culture.
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ead by Head Concierge Graham Johnstone, the team comprises eight skilled individuals who use an effective shift pattern to ensure that the front desk is attended 24 hours a day. As Concierges, they are responsible not only for welcoming guests and customers to the building but also for recording deliveries, overseeing the maintenance of the building and responding to the needs of every resident.
Shahryar Sheikh claims variety is the spice of life and with the cross-training that takes place on site, new staff can move forward with a single gold standard of customer service.
It is in this last responsibility that the team really shines, going to great lengths to respond to any requests or preferences. This ranges from something as small as leaving a certain type of sweet out at reception to redesigning the lobby to make it more ‘homely’ for guests. Graham was so passionate about this that he personally oversaw many of the arrangements for the new lobby, including the general layout, furniture and music selection. The staff members have even created a ‘resident profile’ system to make it easier to record these preferences. The fact that they are able to offer this level of service to more than 90 customers is a remarkable feat in itself, enabling
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Security Guard Trevor Day (far left) of Ultimate Security and Cleaner Cristian Rupa (far right) of NJC and have become as recognisable to the Residential Concierge Team as the actual residents.
Joseph Burt (left) and Alessandro Capuano (right) provide hands on assistance.
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Alessandro Capuano’s charm and relaxed attitude make him a pleasure for residents.
them to establish stronger, more personal relationships with residents. Concierge Joseph Burt comments that this is extremely rewarding and is great for ‘creating a family-friendly atmosphere’. Although they all have backgrounds in hospitality, service and security, each member of the team brings different skills to the position. Shahryar Sheikh’s attention to detail, thoroughness and leadership have made him a great asset since he joined, while Alessandro Capuano’s charm and relaxed attitude make him a pleasure for residents to deal with. Said Rustamov, on the other hand, speaks four languages which makes him invaluable in assisting their Russian residents, and Joseph Burt has become a highly knowledgeable, dependable member of staff, always eager to help and encourage participation in upcoming Aspire events. With the Kings Gate team doing such an impressive job, it’s no wonder that the site is often used as a ‘cross-training’ venue for Portico staff. By allowing them to work under Graham and the other Concierges, new front of house members are guaranteed to receive the highest quality of training,
enabling them to move forwards in their roles with ‘one vision’, a single gold standard of customer service that ‘helps to connect everyone’, Graham comments.
Grant Corson from Land Securities is never far from the action at Kings Gate.
Having already worked with other Aspire members, the team has developed a great connection with staff from other sites. They regularly organise social meet-ups with those at The Nova Building and, with updates from their Aspire Ambassador Joseph Burt, have attended events such as the recent Aspire Quiz Night. Of course, these connections with the wider team also extend to the rest of the staff on site as well. Cleaner Cristian Rupa of NJC and Security Guard Trevor Day of Ultimate Security, for instance, have become as
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recognisable to the Residential Concierge Team as the actual residents. As with the guests, this warm, friendly environment is what makes things run so smoothly together at Kings Gate. With Graham and the rest of the team setting the bar so high, every customer who passes through the doors at Kings Gate is guaranteed the very best in customer service. That they have so effectively been able to pass on their expertise to the Portico staff at other sites is a fantastic achievement, building lasting relationships and championing the ‘one team’ ethos of the Aspire movement.
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“THE NICEST PART OF THIS JOB IS THE PEOPLE” Joseph Burt
In focus with
Joseph Burt
ULTIMATE SECURITY, 100 VICTORIA STREET PORTICO, KINGS GATE, VICTORIA
AN AMBASSADOR FOR THE WHOLE TEAM Recognised and respected by customers and staff alike for his calm attitude and wit, Joseph Burt has become an invaluable member of the team at Kings Gate in Victoria. Working as both a Concierge and as the site’s Aspire Ambassador, he has continued to promote the ideals championed by the team, always ready to go the extra mile. Like the other members of the team, it is clear that Joseph doesn’t simply consider his role as ‘work’ but rather as something rewarding. Speaking to him at length about his responsibilities, he comments that ‘the nicest part of this job is the people’, referring both to his fellow Concierges and the customers he deals with each day at reception. As the official Aspire Ambassador for the Portico staff at the Nova building and Kings Gate, Joseph also keeps the team updated with all the
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latest events from team quizzes to karaoke nights. In this way, he plays a vital role in helping his fellow Concierges stay connected with the wider Aspire team at other Land Securities sites. But the dedication that Joseph has become known for isn’t just limited to his position at the Kings Gate estate. He also spends a considerable amount of time each week volunteering at Highgate Cemetery, something he has now been doing for over 11 years. During this time, he has raised over £3 million, which has gone towards the upkeep of the site, its architecture
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and general facilities. As somebody who loves the theatre and regularly attends galleries, Joseph also has a great appreciation for the arts. This passion goes back all the way to his youth, when he even entered competitions with his ceramic sculptures. The fact that he still takes on so many extra responsibilities, both in and out his working hours, is proof of Joseph’s natural desire to help and the enjoyment he finds in his various commitments. A well-rounded individual, he will continue to set a great example for the rest of the team. 9
ASPIRE STAFF RECOGNITION AWARDS ASPIRE PLAYER OF THE MONTH
April‘17
E AT
O F RE C O
“PROFESSIONAL FROM START TO FINISH”
GN
PLAYER
ITION
CERTIF IC
LAST MONTH SAW THESE PEOPLE RECOGNISED BY YOU FOR EXCEPTIONAL PERFORMANCE AND FOR SIMPLY BEING A GREAT TEAM MEMBER. NOMINATIONS CAN NOW BE MADE VIA THE WEBSITE.
WINNER: Adrienne Bodo NJC, 80 Victoria Street
I
OF THE MONTH
t would be difficult to find someone who approaches their role with as much enthusiasm as Adrienne Bodo.
Working on the first floor of 80 Victoria Street, Cardinal Place, she works tirelessly each day to keep the site looking spotless. Adrienne does all of this with a smile and a calm, professional attitude. This has made her a great contributor to the team on site, as she has become an easily recognisable figure of the Aspire team. In recognition of her professionalism, she has been nominated by General Manager Andrew Slatter for a Player of the Month Award in Excellence.
“A GREAT DISPLAY OF INTEGRITY” WINNER: Sandra Marie Lees - Office Concierge, Mizuho House
E AT
O F RE C O
PLAYER
ITION
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This was a great display of integrity on her part, and she has been nominated by fellow Aspire Member Ben Thomson for a Player of the Month Award.
GN
Immediately recognising the severity of the situation, Sandra went the extra mile to help the injured member of staff. After
quickly alerting the emergency services to the incident, she even attended the hospital later on to check on her colleague’s condition.
CERTIF IC
I
t is difficult to maintain a calm approach in difficult situations, especially in cases where someone’s health is put at risk. Fortunately, Sandra Marie Lees was able to correctly deal with such a situation when one of her colleagues required immediate medical attention.
OF THE MONTH
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ASPIRE WHAT’S ON
ARE YOU THE NEXT
Bart Simpson? With the storyboards sketched and the script being penned as you read, we’re now just looking for 5 volunteers to give their permission for us to imitate them as one of the ‘real life’ characters at the heart of our exciting new Aspire animated movie.
ASPIRE LANDS A BULLSEYE A huge thank you to everyone who made the effort on the 21st April to participate in the Aspire Flight Club darts competition. With a turnout of over 40 Aspire members, it was a night to remember for everyone. Taking place at their venue on New Oxford Street, the event planners did a great job organising the fun, keeping track of scores throughout the competition and ensuring there was plenty of refreshments. Ultimately it was James Carragher, General Manager at The Nova Building, who was able to stay one throw ahead of the competition and take home the gold.
Love to be a cartoon? VOLUNTEER NOW Please email aspire@landsecurities.com to register your interest.
Congratulations to him and everyone else who took part in making this such a successful event.
COMING SOON - EVENT REVIEWS A big thank you to everyone who attended the recent Rob Trewick Testimonial Football Match and All Star Lanes Bowling & Karaoke events. Our exciting review and photos galleries will feature in June’s special bumper issue, so keep an eye out for updates on Facebook and www.aspireasone.co.uk
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Climb the three highest peaks in Scotland, England and Wales....
...all within 24 hours! FREE *
The expedition includes: • Transport and accommodation plus all food and drink throughout The three mountains are: • Ben Nevis Scotland (1345m) • Scafell Pike England (978m) • Snowdon Wales (1085m) All you will need to do: • Supply your walking equipment • Try to reach the suggested minimum sponsorship target of £200. All proceeds will be donated to The Honeypot Children’s Charity
National
3 PEAKS CHALLENGE 15th-17th Sept 2017 This Aspire organised expedition offers you and your workmates the chance to challenge yourselves to the max.
*S paces are extremely limited so to ensure 100% commitment, we require a fully refundable £50 deposit per person to secure each place.
APPLY NOW
Please email aspire@landsecurities.com to register your interest.
CONTACT For further information regarding the articles in this newsletter please contact Amanda Heppelthwaite at aspire@landsecurities.com Land Securities, 100 Victoria Street, London SW1E 5JL T +44 (0) 20 7413 9000 E aspire@landsecurities.com One newsletter is keen to welcome points of view from Land Securities staff and service partners. Therefore, the views expressed in this newsletter are those of the individual contributor and do not necessarily reflect the views of Land Securities. We welcome contributions whether through social media, email, letters or stories. Please forward contributions to aspire@landsecurities.com
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