Our experience approach
It is our experience that great feedback is almost always received because the service provided by our team members is engaging and authentic. Using their inherent people skills to make someone’s day. Maybe it was a quick triage of a problem, spotting something unique and showing a genuine interest, going above and beyond to support, or even as simple as paying a compliment.
Our vision for proving engaging experiences is for our people to invest their time and energy into getting to know their customers and using this as their superpower!
How do we do this at Amplify?
People with Character
We attract people who love service and who are driven by a passion to exceed expectations. We move away from focusing solely on industry and reception experience and instead focus on personality. We want people who are excellent at engaging visitors, who love to delight and who are very familiar with being active and agile. Looking at a wider talent pool from the hospitality, hotels and retail sectors. We know that skills can be taught and developed which is why we look for people with personality and purpose first.
Service with Purpose
Receptionist, welcome host, ambassador – the job titles have changed with the evolution to the role. Long gone are the days that the receptionist was solely looking after external visitors.
Today, they solve problems, they manage events, they navigate and triage, they build trust, they innovate, and they create communities. The team’s sense of ‘purpose’ and the value they bring to our clients business outside of the core task list is what’s important. Embedding a sense of purpose and demonstrating the positive impact they have is a crucial part of our everyday ethos.
Customer Knowledge
Finally, we need to get to know our customers. Who are they, who are their visitors and what is most important to them? How can we help and support them better?
We believe that continuous improvement and innovation begins with curiosity. Curiosity is one of our three founding behaviours and it’s fostered at Amplify. Curiosity, is the ‘Why?’ and the ‘What if? It’s the questions we ask ourselves every day. It’s having the mindset that there are always ways to improve and the willingness to find out how. When we are curious, we are proactive rather than reactive.