Elevator Awards 2017

Business Now Features

Great Reception for Croma PROception

Great Reception for Croma PROception

Approach to service takes guest experience & lobby hosting to new level

Croma PROception has just celebrated its first year, which has seen the company go from strength to strength. Formed last May to fill a void in the front end of business by amalgamating three key disciplines – reception, concierge and security, their aim was to create the ultimate front-of-house professional. They are now reaping the benefits of heavy investment in the relevant expertise for their clients, to create a look that complements their environment.

Croma Group executive director, Paul Williamson commented: “The marketplace required a complete change and an innovative approach to meet with the demands of tomorrow. The old job titles of receptionist and security officer in many cases have been replaced by new and more fitting descriptions, such as customer experience host, lobby host or client services facilitator. PROception offers a new level in customer service along with many other tangible benefits, which will become the industry benchmark.”

As operations manager, Ruth McGowan is responsible for the management of front-of-house reception contracts and for the smooth running of a number of sites. Through effective management and operational planning, Ruth ensures high standards are met to the client’s requirements at all times.

Ruth commented: “Our service is a fresh take on the existing arrangements within reception and front-of-house services. The marketplace has evolved considerably over the past two years and the focus has shifted from the stiff formal approach to a much more welcoming and engaging environment.

“We are recruiting a different type of professional, with either a hospitality or concierge background, who we can then train in the relevant security skill sets, creating a new front-of-house expertise. The approach to service is taking guest experience and lobby hosting to a new level, which is delivering real commercial value to our clients. The combined skill sets of reception, concierge and security, offer a real opportunity for consolidation of services and cost savings, while bringing new levels of motivation to what was a tired sector.

“I am extremely passionate about the Croma PROception brand, and I truly believe it can revolutionise the entire front-of-house industry. The front end of business is so important and we want to make those initial contacts with visitors and guests memorable.”

First impressions count, so it is imperative that PROception clients and guests are left with an immaculate initial experience, setting the tone for future relationships.

One of their key focus areas during the last year has been staff training. They are fully invested in ensuring that their staff are operational within the WorldHost customer service programme, with Ruth having gained official accredited status as a qualified WorldHost trainer. This is an extremely positive investment for the company, as they can now provide in-house training to all of their staff, which is invaluable for the progression of their business.

For more information on how PROception can transform your front end of business, contact Ruth McGowan on 01387 247842, extension 222 or email ruth.mcgowan@cromaproception.com