To supply a high caliber of 25 ‘Customer Service focused SIA Security Staff’ and 37 Guest Service Hosts, 2 x supervisor and 2 x Managers to facilitate the centre court and court one debenture facilities throughout the championships and for pre-tournament open days and special events.
Since being awarded the contract in 2008 Aesthetics has worked closely with AELTC to establish exactly what requirements are needed to ensure the smooth flow of traffic throughout the debenture facilities on event days.
Being involved from the initial building stages allowed Aesthetics to give input into how the facilities could operate for debenture holders that would be entering and utilising the new centre court facility for the first time.
In 2019 Aesthetics were asked if they could provide a team of Customer Service focused SIA Security staff to further enhance their customers experience as there was belief that the ‘normal SIA staff’ supplied were not representative of the customer experience they wanted all debenture guests to experience. Aesthetics recruited a team via their own bespoke database as many of our existing teams were already in possession of an SIA license.
All SIA staff (and hosting staff) attended a training and familiarisation programme 1 week prior to the championships, the training days were split into 2 sessions, Centre Court and Court One with a second full day for ALL staff the day prior to the start of the Championships. All SIA staff were initially provided with a smart Navy-Blue suit and white shirt sourced by Aesthetics and paid for by AELTC, a Wimbledon tie was also provided. This year Ralph Lauren provided the full uniform which mirrored the hosting staff uniform with the only exception being a green tie for the SIA team and a blue tie for the hosting team. AELTC felt it was important that the SIA team looked professional and the attention to detail in the uniform certainly ensured the overall presentation of both teams. The uniform fittings were managed by Aesthetics at various locations across London with staff first being fitted for their uniform and then for staff to collect their uniform. A logistical challenge.
As the championship ran over a period of 14 days, additional staff were bought in to cover days off and sickness. Aesthetics prepared a rota to ensure all areas were always covered and all staff had a minimum 1 day off during the championships. Reserve staff were also booked to attend for the first 4 hours each day (at Aesthetics cost) should there be any unforeseen emergencies on the day. The staff rota also encompassed numerous different shift patterns to ensure all staff hours were manageable.
Throughout the championships the entire team worked closely with each court manager to ensure that all guests had the very best customer experience, from the moment they entered the car park/grounds until they left at the end of their day. The added value of the ‘customer service focused SIA team’ was that they were seen as an extension of the hosting team and could therefore be relied on to provide the customer service levels expected of a world class facility. The centre court and court one facilities are run like precision throughout the championships. AELTC received many positive comments regarding the staff and their ability to react to situations immediately whilst still retaining their positive and friendly manner together with their ability to make everyone feel comfortable in their new surroundings.
In addition to the Championships both teams also assist with various Debenture holders open days prior to the championships and special events.
