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My latest Back to the Floor excursion took me to our Chelsea Bridge Wharf development in South West London where I spent the day assisting both the concierge and facilities teams. Whenever I have taken part in this exercise before I have always found our staff to be very enthusiastic when going about their work and consistently showing a high level of customer service. Yet again this recent experience reflected the same positive spirit and enthusiasm.

I really enjoy engaging with our site staff, I find that this helps me gain a better understanding of the variety of tasks that they have to perform throughout their day. One thing that I think can be improved on by Head Office is we should engage more with our front of house teams and listen to their ideas – they have some really good ones!

Once again, I was really impressed by how our on-site teams work together to combat the everyday challenges that their roles bring, one of the biggest issues that our concierge teams face is the high volume of parcels that arrive on a daily basis. I really feel like we can assist them here by upgrading our IT systems to make this service much more efficient. That said, the team do a fantastic job in managing the flow of daily deliveries and at times go out of their way to deliver parcels to residents’ front doors.

During my day at Chelsea Bridge Wharf, I found our staff to be very diligent in their adherence to covid protocols and they really made a point of wearing masks at all times and ensuring that surfaces were regularly cleaned.

I came away from the day with fresh ideas to make the concierge workload more efficient and new thoughts about how we can further support staff and improve our engagement with them.

I really enjoyed my day at Chelsea Bridge Wharf and once again it proved that going ‘back to the floor’ is a really worthwhile exercise.

Posted: 04 October 2021