I think the most rewarding part of my time with Allen and Overy has been my involvement with the new building at Bishops square.  The architects and builders have worked closely with staff – we have all taken part in user group sessions, to make sure the building is a place people are comfortable and happy to work in.  It will really take Allen and Overy UK into the 21st Century; the technology and environment is superb.

Moving to the new building will have a major impact on us and our clients.  Up until now, there has been little space to meet and greet clients in the London reception area at New Change.  The move to Bishops Square brings the opportunity to plan and fashion the way we welcome people.  Our welcome to clients at Bishops Square will be much slicker; in terms of technology, the building is very 21st century.  We will have multi-skilled staff who can work anywhere in the building – from making colleagues and visitors feel comfortable with the facilities in our conference suite and international business centre to welcoming them to the client dining rooms and auditorium.  While our main greet function is currently on the first floor, at Bishops Square it will be on the ground floor where clients will be met by our customer service assistants.  Front of House represents the first impression the client gets of the firm and we have a major role in ensuring all our clients are greeted with a warm, friendly and excellent service. 

Francois, you’ve been managing the reception team at Allen and Overy for 5 years, prior to that you were manager of the world famous Monkey Island Hotel – what skills enabled you to move directly into corporate reception? 

In the hotel industry, Front of House are expected to go the extra mile;  service and delivery are everything.  My objective with corporate reception was to deliver that service to surpass expectation.  At Allen and Overy my team will bend over backwards to look after the clients every need – including personal shopping if that’s what they want! 

What skills do you look for when recruiting new staff? 

I have 32 staff who I have personally hired over the last few years.  They come from a variety of back grounds, including Cabin Crew.  I’m looking for people who want to be multi-skilled and who can work together as a team.  We refer to FOH staff as Customer Service Assistants rather than Receptionists, because expectations are far more than meeting and greeting.  Each member of the team has come with certain skills, but I have a comprehensive induction and training programme that lasts 6 months. All members of the team are fully trained in hospitality services, which forms part of Business Services, and includes the operation of Reception, Conference Suite, International Business Centre, Audio Visual and Business Support Centres, working closely with Security, Health and Safety, Housekeeping and in the new site, the Wellbeing Centre will provide a service for staff and clients that is second to none.   I believe in ‘hands on’ management.  I work closely with all the team, rarely spending time directing from a distance.   

How do you think reception services have changed over the years? 

I think over the years the meaning of reception has changed enormously. Now there is far more respect but that comes together with higher expectations; therefore a need to be constantly developing new skills and able to react to clients needs immediately.  The Front of House staff at Allen and Overy have to be the very best, due to the nature of the business; we have lawyers from all over the world who are being channeled through our team; and we need to represent the firm in as professional a capacity as possible.  In 2001 we achieved ISO 2000. 

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