CIS Security launches new Front of House specialist division for customer-centric approach

Having provided reception and concierge services as part of its security offer for many years, CIS Security has now developed a specialist division dedicated to helping its clients gain a competitive business advantage through the delivery of an outstanding customer experience. CIS Front of House has been created to offer the very best service, while at the same time enhancing the host organisation’s brand.

In addition to providing a talent selection and training service aimed at realising the best Front of House representatives for its myriad clients in the corporate, educational and cultural sectors, CIS Front of House also offers recommendations to enhance Front of House holistically through experiential stimulus by way of sound, scent, lighting, literature, refreshments and floral design.

The division will also be offering a VIP concierge as a top tier element of its service for those requiring platinum services such as Michelin-starred dining bookings, chauffeur-driven cars and private jet bookings.

Front of House account manager

News about the development of the dedicated division comes shortly after CIS Security announced that the business had appointed Sheena Pemberton in the role of Front of House account manager.

Pemberton has gained experience in planning, training, managing and delivering customer service at the highest level, including for The Shard’s Front of House offer in the heart of London. Indeed, Pemberton boasts over ten years’ experience in the five-star hospitality industry having worked for some of the most iconic brands (among them Emirates and Rolls-Royce).

“We aim to deliver a service of excellence with a personal touch,” explained Pemberton in conversation with Risk UK. “After a full evaluation of the building and its tenants, we then ‘personality match’ the correct Front of House solution to the right building using our unique model. We understand that each organisation has its own personality and own character, and that it’s important to build on this. We know that a Front of House service is the first and longest lasting impression of an organisation. An impression is formed by a multi-sensory experience. We know that the right person and combination of environmental factors can optimise this experience.”

Pemberton added: “We aim to make the clientele journey seamless and effortless. We live in a world where time is of the essence, and we understand that we have a privileged opportunity to make our client’s day a great one. We aim to anticipate our client’s wants and needs before they’re even aware of them. We understand the importance of maintaining consistency and delighting our customers.”

Customer-centric approach

Amanda McCloskey, sales and marketing director at CIS Front of House, commented: “We’re proud to be launching a new division of CIS Security with this customer-centric approach at its heart. We know this area is of increasing importance for our customers, and we’ve therefore responded by developing a relevant service that we’re confident will provide a brand and business benefit.”

Delivering an outstanding customer service requires an acute understanding of both human needs and behaviours. This can only be achieved through careful observation in tandem with the confident and intuitive selection of the appropriate response for the situation.

The key to embedding such a culture in a Front of House team is training and quality engagement, both designed to encourage and monitor standards for continuous improvement. This approach needs to be underpinned by sound operational procedures. CIS’ Elect Team ensures that only trained Front of House employees are deployed to cover absence as part of a robust resourcing system.

*For further information on the CIS Front of House division visit www.cis-frontofhouse.co.uk

About the Author
Brian Sims BA (Hons) Hon FSyI, Editor, Risk UK (Pro-Activ Publications) Beginning his career in professional journalism at The Builder Group in March 1992, Brian was appointed Editor of Security Management Today in November 2000 having spent eight years in engineering journalism across two titles: Building Services Journal and Light & Lighting. In 2005, Brian received the BSIA Chairman’s Award for Promoting The Security Industry and, a year later, the Skills for Security Special Award for an Outstanding Contribution to the Security Business Sector. In 2008, Brian was The Security Institute’s nomination for the Association of Security Consultants’ highly prestigious Imbert Prize and, in 2013, was a nominated finalist for the Institute's George van Schalkwyk Award. An Honorary Fellow of The Security Institute, Brian serves as a Judge for the BSIA’s Security Personnel of the Year Awards and the Securitas Good Customer Award. Between 2008 and 2014, Brian pioneered the use of digital media across the security sector, including webinars and Audio Shows. Brian’s actively involved in 50-plus security groups on LinkedIn and hosts the popular Risk UK Twitter site. Brian is a frequent speaker on the conference circuit. He has organised and chaired conference programmes for both IFSEC International and ASIS International and has been published in the national media. Brian was appointed Editor of Risk UK at Pro-Activ Publications in July 2014.

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