First Contact targets more growth after reaching milestone
Front-of-house services innovator First Contact has celebrated its 10th anniversary as a corporate reception and concierge provider in Australia by opening a new office in Adelaide.
The Melbourne-based company has caused disruption to traditional service models in the building management industry with the introduction of professional five-star hotel concierge personnel services into corporate facilities and premium office assets around Australia.
First Contact has built its success in the belief that the most influential person for an organisation is the one who makes first contact with the customer, ensuring the front-of-house experience leaves tenants and visitors in awe of the service, according to chief executive officer Paul Schmeja.
“Having a professional concierge manage the front desk is like having an IT expert on a help desk: you only have to ask once and if they are really good at their job you won’t have to ask at all. A great concierge can change your perception of workplace culture,” Schmeja says.
“First impressions are our business and why shouldn’t the customers, clients and employees in a corporate building environment be treated the same as a guest in a luxury hotel?”
First Contact pioneered this unique cross-industry service concept in 2006 and has continued to succeed and innovate where others have tried and failed to launch competitive services.
With the opening of the South Australian office, First Contact now has more than 180 employees across Australia with plans to expand into Asia. The company’s success stems from a strong service culture, training in the luxury five-star hotel industry and a strong hospitality network.
“Hotel management 101 teaches that first impressions equal lasting impressions and it’s this simple rule that underpins our whole service culture – first impressions are our business,” Schmeja says.
First Contact employs only those people who have the highest level of five-star hotel service experience, understand the key role their service has in the presentation of a company brand and reputation and who can implement the established and professional First Contact systems.