Kensington Arcade London

Background

This prestigious shopping centre in the busy suburb of Kensington High Street, attached to the mainline Tube Station, has a very high footfall of commuters and shoppers alike, and Proceed Solutions have now been awarded the cleaning contract to cover all communal areas of the shopping mall, office building attached and behind the scenes for waste management and circulation areas. It also involves window cleaning as part of the scheduling.

Challenges

First observations for this Centre was the standard of cleaning, that would require a deep clean to bring standards back to an acceptable level. We decided to invest in additional resources during twilight hours to enhance the contract from day one, creating a better perception for the Centre Management and public.

Similarly, time attendance and quality auditing for information sharing were integral to enhancing service delivery using bespoke IT solutions that frontline operatives and the Client could use daily.

Solutions:

Providing our staff with the necessary tools and IT equipment to be able to carry out their daily routines, combined with investments in additional manpower to create the right ambience for circulation areas.

Perception of staff is fundamental to training techniques developed by our management team and we have provided Customer Care training to enable staff to assist wherever possible, providing them with tailored uniforms to create a professional image for the Centre Housekeeping Team.

Results:

All challenges have been met and exceeded, integrating the workforce into new ideas and ways of cleaning, driven by passionate and committed management that attend the Centre at regular intervals.