Foodservice Cateys 2021: Front of House Team of the Year: Portico at Deutsche Bank

Sponsored by Ty Nant

Portico was awarded the guest services contract at Deutsche Bank in 2017 following a competitive tender. The client’s main objective was to transform the guest experience, and the past four years have been an ongoing journey of change, service improvement, innovation and team engagement. The team has not only met but exceeded expectations.

The 32-strong front of house team handles reception, event co-ordination, reservations, concierge services and admin support. The team oversees five Deutsche buildings in the UK, and provides off-site management of the subcontracted switchboard services.

Ensuring strong communication for a team spread over four departments and five buildings requires careful planning, clear channels, and creativity to keep communications engaging and relevant. The past year has also involved maintaining relationships with furloughed staff and providing a supportive network, while planning the transition for the client from the office to working from home.

The team undertake projects and tasks based on enhancing and achieving high standards of customer service. They win points for creativity and innovation, and treats from sister companies Benugo and Baxter­Storey. Weekly team building activities have further embedded values and service habits, including a ‘guess who’ with pictures of VIP guests.

Over the past 12 months the team has taken ownership of a number of customer projects, including service and technology roadmap support for a new office, Covid-proofing spaces, an on-site Covid testing suite, and distributing off-site lateral-flow test kits.

Portico also provides a technology platform for external suppliers to recreate a virtual high street within reception areas. It offers clients an exclusive shopping experience on their doorsteps, and has been extended to offer sourcing and home delivery of flowers, gift baskets, wine and hampers.

In its recent annual review, Deutsche stated that during 2020 Portico’s support had made all the difference in one of the most challenging years the bank has ever faced. The team’s adaptability, flexibility and openness towards new tasks is keenly appreciated by the bank.

What the judges said

“The team at Deutsche continues to lead the way in customer service delivery and has become the benchmark for Portico locations. It has been especially outstanding in supporting the client over changes due to Covid, and has implemented a range of service enhancements.”

John Cousins

“A great nomination for a team who have clearly gone above the call of duty for their client. Fab to see them taking additional responsibilities for tasks that are not usually part of their remit.”

Matt Symonds

“Maintaining exceptional levels of service to end-users continuing to work as normal as possible in the middle of a pandemic is no mean feat, and this team went above and beyond. The judges loved the focus on health, safety and wellbeing, with Mindfulness Mondays, Wellbeing Wednesdays and initiatives focused on taking the stress out of the difficult operational context.”

Andrew Wilkinson

the shortlist

• BaxterStorey
• Goldman Sachs
• Portico
• Deutsche Bank
• Rapport Guest Services
• The Crown Estate

Past winners

This award was split into two categories in 2016 to reflect the advance of private and public sites

Private sites

• 2019 Rapport Guest Services at Broadgate
• 2018 Rapport Guest Services at Omnicom
• 2017 Gather & Gather at Vodafone
• 2016 BaxterStorey at Burges Salmon

Public sites

• 2018 Searcys at the Gherkin
• 2017 Restaurant Associates at Roux at Parliament Square
• 2016 Levy Restaurants at Leicester City FC

Combined sites

• 2015 BaxterStorey at Clyde & Co
• 2014 Rapport at Tower 42
• 2013 Rapport at KPM