A safe and welcoming reception

Imagine this: you walk into an impressive office building. Within 7 seconds, you’ve already formed an opinion. A sense of insecurity, broken or uncomfortable furniture, noise pollution, clutter, waiting guests, a musty smell, and an unfriendly receptionist: the tone is set. And unfortunately, that negative first impression is hard to shake. Even six positive experiences in a row can’t turn the tide.

Why is that first impression so important? As humans, we tend to confirm our own opinions. If our first impression is negative, we focus primarily on details that reinforce it. As a result, an unpleasant, unwelcoming, and unsafe feeling quickly becomes even more unpleasant. The solution? Turn those 7 seconds into an unforgettable and safe moment! Create a well-organized and welcoming reception area where visitors feel comfortable and at ease. Place signage at strategic points and prevent potential hazards. Greet guests warmly and ensure quick and efficient service. Make sure the receptionist is visible, makes eye contact, and is ready to offer assistance. And don’t forget the small gestures: a smile, a cup of coffee or tea contribute to a positive atmosphere.

With this in mind, SERIS Security has structured its services at Allianz Netherlands, according to Rick Poleij. In his role as Operations Manager at SERIS Security, he has overall responsibility for security and hospitality services at the Allianz Tower. Allianz Netherlands and SERIS Security share the same vision: to create a welcoming and safe environment that makes a positive first impression. That is why Allianz chose to have SERIS provide its services in the Allianz Tower. The Allianz Tower is an imposing structure with 20 floors and a floor area of 19,000 m². Located at the corner of Blaak and Coolsingel, near the Beurs metro station, it is a central location with all amenities within easy reach. In 2020, SERIS moved with Allianz from the Coolse Poort to the Allianz Tower. This move was more than just a physical relocation; it symbolizes the strong bond between the two organizations.

The organization also evolved during that period. We worked hard to improve customer and employee satisfaction and put our vision into practice: “We want to be an employer where employees enjoy coming to work and want to stay, and where contractors want to be and remain our customers.” Step by step, we made progress and succeeded in improving our operational, personnel, and financial results.

In today’s dynamic world, the Allianz office is more than just a collection of workspaces. Allianz serves as a vibrant hub where creativity, connection, and collaboration take center stage. In this environment, hospitality plays a crucial role, alongside the indispensable focus on safety. SERIS is committed to helping Allianz find the optimal balance between hospitality and safety, with the security host as the central figure. This trained professional not only ensures the safety of the Allianz Tower and its employees but also creates a warm and welcoming atmosphere for everyone who enters the premises.

Our security hosts are welcoming security guards who embody the spirit of “V” for Friendly. The security host welcomes visitors, asks how he or she can assist them, and then ensures everything is handled smoothly. But at the same time, our security host is also a security guard, identifying suspicious behavior and taking action when necessary. The security host is uniquely skilled at handling unexpected situations, possesses strong empathy, and knows how to manage conflict situations and emergencies. In addition, the security host is multilingual and excels at handling administrative tasks. Rick Poleij: “In practical terms, this means our employees at Allianz can take on both security and reception duties. This provides more scheduling flexibility in the event of leave, absenteeism, and staffing increases. This flexibility directly contributes to the continuity and adaptability of our service delivery.”

Hospitality and security are distinct disciplines, but we believe they are not at odds with one another. In fact, they are closely linked and reinforce each other. By reducing anonymity through a warm welcome, undesirable behavior can be prevented. Our security hosts, in particular, are exceptionally well-prepared and capable of doing just that!

Allianz strives to create a work environment where employees feel at home and can perform at their best. This means more than just a comfortable chair and desk. By investing in a welcoming and safe work environment, Allianz enjoys the following benefits:

• Increased productivity: Employees who feel valued and respected are more motivated and productive. In a pleasant work environment where people feel welcome, there is more room for creativity and innovation. This leads to better results for Allianz.
• Improved well-being: Safety and well-being go hand in hand. At Allianz, employee safety is a top priority. This means we focus on ergonomic workstations, fire safety, and psychosocial safety. Employees who feel safe experience less stress and anxiety, which leads to lower absenteeism and higher job satisfaction.
• Greater loyalty: In a pleasant work environment where employees feel valued, they tend to stay with the company longer. This saves Allianz money on recruitment and hiring costs and ensures a more stable team. Loyal employees are also more engaged in their work and act as ambassadors for Allianz.
• Better customer experience: The appearance of the Allianz Tower and the way customers are treated play a major role in shaping their first impression. In a welcoming and safe environment, customers feel at ease, which leads to a more positive experience. This results in more satisfied customers and a stronger brand for Allianz.

By investing in a welcoming and safe work environment, Allianz creates a place where employees enjoy working and where customers feel welcome.

SERIS is more than just a security and hospitality service provider. Our clients see us as a proactive partner who actively contributes ideas and is constantly looking for ways to provide our clients with the best possible service. This is also evident in our recent work with Allianz.

To deliver the best possible service with the highest quality and lowest costs, we reviewed and scaled back our services based on a detailed business case. We analyzed factors such as visitor numbers, overtime, traffic patterns, and incidents to determine whether our security staff were optimally deployed. This data-driven approach has led to a more efficient and cost-saving solution for Allianz. By tailoring the service to actual needs, there is now always appropriate staffing, while simultaneously saving on unnecessary costs. However, this is not the only benefit. The scaled-back service also creates a more challenging work environment for our employees. In this dynamic environment, they are constantly encouraged to develop their skills and knowledge.

"This approach is a perfect example of how SERIS acts as a reliable partner that works with Allianz to find optimal solutions," concludes Poleij. "We strive to do more than just carry out our duties. We want to provide added value by proactively contributing ideas and developing innovative solutions that enhance our clients’ hospitality, safety, and efficiency."

Andy Hooymayers, Facility & Real Estate Manager at Allianz: “The long-standing partnership between SERIS and Allianz is certainly paying off. Thanks to their experience and a highly experienced team leader within the SERIS team, they have become a valuable partner for Allianz. SERIS ensures continuity by combining a balanced team of people with solid training and education, both externally and internally. Allianz is committed to a long-term partnership. This fosters a bond between SERIS and Allianz employees that benefits our work. Naturally, both parties closely monitor the level of professionalism. In short, Allianz and SERIS have a long-standing partnership that Allianz finds very rewarding, and we expect to continue this collaboration for many years to come.”