Reimagining Operations
Empowering teams to achieve results!
A year into our partnership with this global media brand, and it’s incredible to reflect on the changes that have taken place in such a short amount of time.
During the mobilisation process, it became evident that the existing operational model had several shortcomings. The client's complex operation, involving four high-profile desks, was being supported by a team that were missing the necessary multi-skilling and confidence to handle any role. This resulted in a low team morale, a restricted rota which lacked resilience and meant that the leadership team were the only ones able to cover key roles, limiting their ability to effectively coach and nurture the team.
To improve efficiency and engagement, we undertook several initiatives:
Operating Procedures: We consolidated out of date, multi-layered standard operating processes, reducing the manual from 96 pages to 30. This made it easier for the team to understand their roles and responsibilities of each desk.
Training: We prioritised cross-training to build knowledge, increase confidence thereby improving flexibility and reduce reliance on management coverage.
Upgrading Technology: We used our expertise to update the meeting room and event space booking platform, automating administrative tasks and improving communication between bookers and other departments to streamline processes.
Implementing Visitor Management Software: New software was introduced to streamline the check-in process, reducing manual work for the reception team. We designed a comprehensive four-week marketing programme including videos and training tools to support the launch.
In just 12 months, our cross-trained team has become flexible, adaptable, and committed to supporting all areas of the business. Not only have they embraced the variety, but they've also challenged themselves to learn new skills, leading many to confidently pursue career advancements. This progress was evident during a recent restructure, necessitated by technological improvements and service changes.
Despite potential redundancies, we successfully identified new roles for every team member, thanks to their increased confidence and willingness to embrace change. This restructure resulted in annual savings of 4% for the client whilst also enabling uplifted benefits and renumeration for the team.
Our client has recognised these achievements, stating:
Working with Amplify over the last 12 months has been really great and the transformation of the whole team has been amazing. Amanda & Jo have spent a lot of time training and developing and it's clear to see how this has benefited them as individuals and also as a team. They have worked really hard on identifying savings for the site and making structure changes to focus on the busy days and maximising efficiency within the team. It’s been a busy 12 months with more work to do but a tremendous step forward in the right direction.
Our newly promoted Front of House Manager, who joined Amplify through TUPE, has enthusiastically embraced our curious approach and witnessed its positive impact on the team and service. She shared:
I believe it all comes to the approach that Amplify has installed. The culture is about being yourself, thinking outside of the box with complete support and transparency. Having that as the foundation helps you to improve and embrace feedback. Previously, challenging situations that I used to postpone and worry about, I now feel confident and comfortable to deal with.
As we look toward the future, we believe further cost savings can be achieved by addressing challenges such as forgotten staff passes and continuing to analyse data for emerging trends and evolving requirements. Through ongoing monthly reviews and open communication with the client, we remain committed to identifying opportunities for improvement and maintaining a curious mindset.