ISS serves wholeheartedly – everyday life at The Front
The Front is not just a modern office building, but a full-service complex where service and facilities support each other. Few operators have such a holistic view of the day-to-day running of the property as ISS Services, which operates both as service provider and tenant in The Front. We interviewed Carlene Ek, Service Manager at ISS Services, to find out how this unique role translates into day-to-day work and why service with heart is the difference between good and excellent.
In two roles, the customer always first
Although ISS is both a service provider and a tenant in The Front, the customer is always at the heart of the work.
– From the service team’s point of view, colleagues do not stand out from other customers. Although we represent the same company, we operate through a client-service-provider mindset. For us, service is a matter of the heart, and it doesn’t matter whether we are from the same company or house, or whether we are guests. Everyone is treated in the same way, with individuality and respect,” says Carlene Ek.
Wholehearted service in the details
The Front is a multi-tenant environment with users from different industries and companies of different sizes. ISS’s “wholehearted service” means that everyone gets a service that feels like their own.
– Face-to-face encounters are our strength. We know the people in the house and can offer a truly personalised service. For example, a familiar coffee order can be fulfilled without the customer having to ask for it – we can anticipate needs,” says Ek.
Even simple-sounding things, like remembering names, create a comfortable and relaxed atmosphere where it’s easy for the client to concentrate on their work. And the service continues beyond the working day: for example, the restaurant offers take-home meals that make everyday logistics easier.
The space creates the atmosphere, and the service completes it
Modern and comfortable facilities are not just an eye-catcher, but an essential part of the service experience. According to ISS, The Front’s fresh, bright spaces and recently updated brand image add energy and appeal to the space.
– Even small things can make a big impact. For example, spaces decorated according to holidays and seasons can add a festive feel to everyday life and make the environment lively and welcoming,” says Ek.
One team, in control of the whole house
One of the key strengths of ISS at The Front is the holistic nature of its services: lobby services, cleaning, meeting services and many day-to-day details are handled by the same team. This creates fluidity and efficiency.
– Our customers particularly appreciate the fact that we cover the whole house with a single service team. Communication is smooth and contacts are easy, resulting in a quick response and making everyday life easier. Friendliness, familiarity and pro-activity are recurring themes in customer feedback,” says Carlene Ek.
Aiming for the best service in the world every day
ISS has an ambitious vision to be the best service company in the world. The Front serves as a concrete stage where this vision becomes a reality every day.
– Our job is to ensure that customers can focus on their own skills. We ensure a smooth everyday life and a functional environment,” Ek sums up.
This is reflected in the cafeteria’s offerings, from breakfast to table lunches, and in the representative menus prepared by the kitchen staff. Daily cleaning keeps meeting rooms, workstations and sanitary facilities clean and presentable.
Lobby service and floor hosts take care of office supplies, mail, reservations, plants and coffee machines. They are responsible for everything that makes the working environment smooth and pleasant.
– We take care of the whole, so that the customer’s everyday life is as smooth as possible and they can focus on what matters most,” Ek concludes.