JLL survey shows that Concierge services are becoming widespread in commercial buildings

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A JLL survey shows that retail & concierge services are becoming widespread in commercial buildings.

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A tower at 200 George Street, near Circular Quay, will be among Sydney’s most sustainable office buildings that offers extensive tenant amenities.  More services are being offered to office building tenants as competition heats up among landlords in the face of new developments, leasing agents say.  JLL has undertaken an inaugural regional customer services and experiences survey, which offers a snapshot of 62 JLL-managed properties across eight countries. Half of the properties surveyed are in Australia.

The survey shows that while some amenities, such as end of trip facilities, retail and concierge services are becoming widespread in commercial buildings, other differentiators such as childcare, shared meeting and conference rooms, gyms and lobby lounges are rare. Only 5 per cent to 10 per cent of the buildings surveyed offer the latter services.

In new developments such as Westpac at Barangaroo, wellness centers and concierge areas are considered “cutting edge” and reflect the demand for facilities by employees. It also shows a willingness by the companies to engage with staff and provide a wide range of amenities.

JLL’s head of the premium asset group, property management, Mike George, said customer service was increasingly a strong differentiator.

He said in the current competitive market, it was increasingly difficult for a commercial building to differentiate itself from its neighbor or a similar building down the street.

“And the good news for building owners is that improving customer service doesn’t necessarily result in additional expense,” Mr George said.

“It does take an investment in time and effort, but done properly, can reap significant rewards, including attracting new tenants, retaining existing tenants and enhanced brand strength for the property and owner.”

With office workers spending between 40 hours and 60 hours a week at work, there is increasing demand for more lifestyle conveniences within the workplace.

Employers recognize they need to cater for these conveniences, like dry cleaning services and an on-site corporate concierge, if they want to retain the best employees and foster a productive workplace.




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