Acuity, the front-of-house division of Axis Group, has a security and professional reception services contract for the British Medical Association’s (BMA) headquarters in central London.
The BMA sought a front-of-house service that maintains secure working, while ensuring all who enter the premises receive a hotel-style welcome. The contract includes one front-of-house manager, one senior receptionist, three receptionists, one security supervisor and six security officers providing 24/7 cover. Site-trained support officers provide cover for holiday and sickness.
The contract is the first of its kind for Acuity, where security services provided by Axis Security, are delivered using a front-of-house management structure. The contract firm says this was tailored to the specifics of the BMA to manage its diverse and multi-faceted security and front-of-house requirements.
The BMA head offices in Tavistock Square are home to: BMA members, providing doctors and students with access to its conferences rooms, library and lounges; a commercial venue for corporate and social events, weddings and bar/bat mitzvahs; over 30 tenants including Camden Council; the British Medical Journal editorial staff; besides BMA employees.
The BMA receives over 1,500 visitors a day through three main entrances, from couples getting married at the council to journalists and corporate clients. Ciaran Barry, Risk Management Consultant for the BMA, and brought in by Linx International Group, says: “Historically the BMA’s front-of-house was managed by its venue team, but there were efficiencies to be made with access control and working hours by bringing together security and front-of-house in a ‘one team approach’. This approach has become the backbone of Acuity’s service delivery.”
Acuity was chosen in a competitive tender involving six suppliers. Ciaran says: “A new front-of-house manager position was implemented by Acuity, and Nazra Poli, who fulfilled the position, has been instrumental in the contract’s success. Her role is to have an oversight that enables her to create solutions that meet the needs of all the BMA’s stakeholders, their visitors, and the security and front-of-house teams.”
Chiara Di Rienzo, Acuity’s Director, ran an audit over three sessions to determine the ‘one team’ vision and goals, outlining objectives, a plan and a service level agreement. Staff have been cross skilled so they can perform both roles when the need arises. The contractor also performed a full training needs analysis (TNA) for the front-of-house manager role.
Ciaran adds: “The one team approach has been extremely successful. Acuity has impressed with its understanding of our vision, ability to adapt to our requirements and by embracing the open, helpful and communicative culture of the BMA. The feedback we have received so far from BMA tenants particularly has been very positive.”
Among Axis Security’s recent contract wins was to provide security guarding for University College London’s (UCL) estate.
