CoreNet Global Summit, London 2017
London | 12-14 September 2017 | Lancaster London

The Corporate Hotel: Employees Are Our Guests Too

13 September 2017 | 13:30 - 14:30

The Corporate Hotel: Employees Are Our Guests Too

As organisations grow, they inevitably become more bureaucratic and siloed. Unless you are familiar with the organisation and its culture, it is difficult to know how to get things done. Even in organisations where Customer Service is excellent, the experience for the organisation's own employees can be frustratingly difficult. The Westpac Group faced all the familiar challenges of moving their people from static to new agile work practices and technologies. Working with their partner, Colliers International, they adopted a novel approach to providing a solution “The Corporate Hotel” where employees are offered an outstanding customer experience. Taking the hotel analogy further, Westpac Group embraced a Concierge model to provide a simpler, more professional interface between employees and the range of specialist operational service offerings. Three years ago, the Corporate Hotel was a concept for a pilot floor. Today it is a rapidly growing service offering comprising of some 100 employees across eight corporate locations. 

Key Takeaways:

  • Identify strategies to future-proof your investment in the workplace. The Corporate Hotel model offers an approach to ongoing protection of that investment and maintaining the change journey.
  • Discover how to break down silos. The Workplace Concierge provides a user-friendly interface, blurring the lines across separate service operations of catering, IT, security and hard FM by expanding the role of soft service delivery across those functional lines. 
  • Deepen your understanding of how the Corporate Hotel model not only provides practical support for an agile and flexible workplace, but also sets an exemplary standard of customer service.

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