Guest Post by Osama Aduib, Director of Sales at ISS Facility Services – North America

Before hybrid employees even log on for the day, they’re already asking themselves: is it worth going to the office? For many, the choice hinges on the “hidden menu” their workspace delivers—not the café specials, but the unseen collection of details that make or break their in-office experience.

According to the ISS 2025 Global Evolving Workplace Survey, 64% of employees say a better office experience would motivate more frequent in-person work. That statistic should be a wake-up call for corporate occupiers—the office is no longer competing on convenience; it needs to win loyalty on experiences.

The hidden menu is already shaping behavior

Every workplace has a hidden menu. Whether or not it’s intentionally designed, this hidden menu is the combination of environment, culture, and service cues that shape how people feel and function. A pristine lobby, the smell of fresh coffee, the temperature of a meeting room, or even the speed at which a light bulb gets replaced are all subtle psychological touchpoints that influence how employees view their employer and whether they’ll want to return tomorrow.

This menu is both visible and invisible. The front-of-house (FOH) experience includes everything employees see and touch: reception, cafes, collaboration spaces, and restrooms. Meanwhile, the back-of-house (BOH) ensures those experiences work seamlessly, from HVAC and housekeeping to preventive maintenance and technical services. When these two pieces work in tandem, the workplace feels curated, proactive and alive.

Why engineering is hospitality, or wait, engineering is hospitality?

It’s easy to recognize hospitality in a warm welcome or a chef-crafted lunch, but some of the most impactful Hospitality happens behind the scenes. The Engineers who proactively replace filters, test backup generators, or balance electrical loads are quietly preparing a space to receive its guests. If done well, no one notices; if missed, it defines the day.

Hospitality at its core is the art of preparation. From the moment someone swipes their badge to the time they leave for home, every unseen detail contributes to whether they feel cared for. In this sense, engineering is not just technical service delivery but rather the backbone of hospitality: foresight and care that allows every other workplace touchpoint to shine.

Five ways to design your Hidden Menu

Corporate occupiers don’t need to overhaul entire campuses to improve office draw. What matters is designing with intention. Here are five practical ways to activate the hidden menu:

1. Map the guest journey. Walk the office as an employee would, considering every moment from arrival, coffee and meetings through lunch, quiet work and all the way to departure. Identify pain points, such as badge access to AV glitches, and choreograph them into positive experiences.
2. Empower onsite teams. Receptionists, café staff, and technicians should be “CEOs of the 10 feet in front of them,” equipped to solve problems across silos and authorized to act and close the loop visibly.
3. Engineer for experience. Preventive technical services are the backbone of effective hospitality. Proactive operational monitoring of air quality, lighting, and climate prevents disruptions before they happen.
4. Elevate food and culture. Curated menus and inclusive cultural activations, such as a seasonal tasting or cultural celebrations, can transform the office into a community hub, sparking pride and belonging.
5. Close the loop. Real-time feedback, captured through apps or QR codes, should flow directly to teams who can act. Even small changes, communicated back, have the power to build trust and loyalty.
   
   

A workplace that feels like home

At one financial services campus, implementing a workplace experience program that includes a calendar hosting annual non-standard holidays like Diwali celebrations has helped transform its entire office culture. Rather than simply updating their café menu with authentic South Asian dishes, employees are offered the opportunity to experience the music, dance, and cultural connection that resonates deeply with a large portion of its workforce while welcoming everyone else into the celebration, providing an opportunity to explore, feed curiosity and cultural exchange.

Since launching the program, rising attendance has contributed to improved engagement. Today, employees cite a greater sense of belonging, which goes to show that the power of these programs extends beyond the food or the decor to send a message: we see you, we value you, and we’ve designed this workplace for you.

Hospitality is strategy

Hybrid work has given employees freedom to choose, which means every office detail carries weight, be it how quickly a maintenance ticket is resolved or the inclusivity of the café menu. Offices that integrate facilities, food, and culture into a holistic hidden menu inspire loyalty, collaboration and pride, while keeping operations moving smoothly.

Ultimately, your office’s hidden menu is already shaping employee behavior. Forward-thinking occupiers are in a position to strategically redesign the office experience to serve as a destination with purpose that will help retain and attract employees for the long run.

Osama Aduib is Director of Sales at ISS Facility Services - North America

Editor’s Note: If you’re attending the CoreNet Global North America Summit in Anaheim, California, later this month, Osama will be diving deeper into this topic during his talk, “The Hidden Menu: the Seen and Unseen Workplace Cues that Shape a Place to Thrive.” More details here.

Banner image courtesy of Judd Demaline