PROJECT FIVE STAR
Market research and our wide experience has highlighted how the sport and leisure sector demands higher standards than any other and a ‘no excuses’ philosophy from those who work in it.
Sometimes there is still a stigma attached to being known as a cleaner, or a security guard or a maintenance man. That’s a situation that we are committed to changing. We understand the importance of these roles and the very valuable service that operatives in the cleaning, security and maintenance support sector provide. We are determined to bring a change in attitude and how the public and often the operatives themselves view their role. To this end we have initiated Project Five Star among our own staff. The idea is a simple one, but the benefits are far reaching.
As a visitor to a five star hotel, you would expect the very best service and the very best environment, everything perfect, down to the last detail. There is an expectation in such a place that staff are friendly and well informed and go out of their way to help you. Such expectations can be directly related to those expected by visitors to venues and events in the sport and leisure market. This is where Project Five Star is working to meet those expectations.
At the heart of our training is the simple idea that wherever our staff are working they are in the mindset that “this is a five-star hotel”. All staff are therefore trained to deliver services at the event or venue as if they were working in such a place, thus focusing on attention to detail, customer service, being smart, professional and courteous. More than just a gimmick, this approach has proved itself popular with staff as they work to develop their careers and with our clients who testify to the positive proactive attitude of our staff.
We deliver a comprehensive staff-training programme focused on great customer service to ensure that all staff are comfortable interacting with both the client and also visitors. Offering greater responsibility brings with it a change in attitude. Our cleaners perform the housekeeping role attending to those small details, while our security guards perform the concierge role, maintaining a secure environment whilst also making guests feel welcome on entering the venue. This makes for a positive visitor experience, something every event and venue strives for.
Through Project Five Star we aim to ensure that high standards are maintained in all areas, therefore, maximising the overall level of service to our clients and importantly, their customers.
