CLIENT
-
DEKA Immobilien
SERVICES PROVIDED
-
Front of House and Concierge Services
LOCATION
- City of London
SIZE/VALUE
-
418,000 sq ft
DIVISION INVOLVED
- Property Management
DATE
- 2021
CONTACT
CHALLENGE
Cannon Place is a multi-let office building including retail on the ground floor.
Management was won following purchase due diligence for the Client with the front of house services being brought in-house following a successful tender.
The management of the communal areas requires very close co-operation between all parties, with security paramount due to the site being above the Cannon Street Station and requires us to work closely with Network Rail.
The in-house management team includes a Building Manager, Technical Services Manager, Security Manager, four receptionists, cleaning and a security team.
Tenants include CMS Cameron McKenna, Threadneedle Asset Management, Confederation of British Industry, I2 Offices and Franklin Templeton. Ongoing liaison between Savills management and a separate CMS Cameron McKenna site reception and facilities team is also required.
SOLUTION
Both the property management and in-house management teams worked closely with the tenants to ensure a smooth transition when Savills took over the building and addressed outstanding issues from the previous managing agent.
Building a community and place making were essential, as well as developing high quality services and operational performance via a 5-star strategy and environmental improvements across the building within a competitive service charge level.
Very good tenant relationships and close collaboration was required to develop and implement a specific vision and culture to set the property apart from its competitors, including:
RESULTS
BREEAM In Use and 5-Star certification was achieved within the first 12 months of management. Cannon Place obtained a Building Security Award in January 2018. It also implemented ISO14001 standards.
As part of the 5-star management plan, a roadmap of initiatives was defined for the on-site management team in line with customer needs in order to fulfil their expectation and aim to improve their satisfaction which included:
- Implementation of an uniform code for the Front of House teams
- Monitoring of site specific KPIs, reporting and regular meetings to ensure that all service partners perform as per the requirements and provide high quality standards
- Implementation of a site specific induction guide to ensure that every one coming to do some works at Cannon Place will be inducted and aware of the process and level of standards to meet
- Development of Reception process and implementation of Building Leaflet, Surrounding Area Guide, Complaint and Feedback procedures, Excellence policy in customer service and Moving-Out checklist
- Implementation of an Occupier Package including a Welcome Guide, Occupier Handbook and Fit out & Alteration Works Guide
- Use of Customer Journey Mapping to improve the quality of services for key touch points
- Developing relationships with the incoming occupiers, including visiting them in their existing locations, allowing us to tailor the front of house services in reception to suit their individual requirements
The transfer from Office Concierge to Savills Reception Services was seamless and those involved in the transition took on the responsibility to ensure that everything was taken care of and communicated through every step of the process with both the onsite reception team and myself.
Marie-Louise Kerr, Building Manager at Cannon Place Transferred to the Reception Team In-house from Office Concierge
Since Savills Reception have been providing services to site, we have seen improvements in communication and better management of the onsite team, ensuring that all processes and procedures align with the requirements of the building and the first class service we provide to our building users.