The Power of Front-of-House Experience – Insights from Daniel O’Hehir
Front-of-house teams play a critical role in shaping the guest experience, often in ways that go beyond what’s immediately visible. They influence how people feel the moment they arrive, how they engage with a space, and even how they remember the brand. A well-trained front-of-house professional doesn’t just provide service; they create a sense of ease, connection, and care that reflects directly on the business.
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Insights from Daniel O’Hehir, Director of Client Operations
Beyond First Impressions: Creating Emotional Loyalty
“A great front-of-house experience, especially in Rapport, transforms the atmosphere. It’s the difference between someone walking into a space and thinking, ‘I’m just another appointment,’ versus thinking, ‘I’m genuinely valued here.’ That feeling changes how people engage with the space, with their meetings, and with the business.
I remember a regular visitor to a major media client once told one of our ambassadors, ‘You always make it feel like I’m coming back to somewhere familiar.’ That kind of consistency creates emotional loyalty. It’s not about grand gestures, but about reading body language, remembering names, anticipating needs, and creating connection.
When visitors feel looked after with that level of care, it elevates the entire experience. It reflects beautifully on the client, and it defines what we do at Rapport.”
Anticipating Needs: A Real-World Example of Proactive Service
“One instance that stands out was at a client site in the City. A high-profile international executive was visiting for a critical board meeting. Our ambassador not only greeted him by name as he arrived, she’d done her research and knew his preferences from a previous visit six months earlier. She had also arranged for his preferred green tea to be prepared in advance and placed in a discreet private meeting lounge.
When the guest asked if he could quickly print a document before the meeting, the ambassador didn’t just direct him to a facility, she offered to assist, liaised with the client’s PA, printed the document securely, and hand-delivered it within minutes.
The guest later told the client, ‘I felt like everything was just taken care of before I even asked.’ For the client, it was more than just a smooth visit. It reinforced their reputation for excellence. For us at Rapport, it was a perfect example of proactive, intuitive service. You don’t have to go above and beyond to WOW guests, you just need to care about the experience.”
The Business Case for Investing in Human Connection
For businesses looking to create lasting impressions for their occupiers or guests, the front-of-house team is a powerful asset. Their ability to anticipate needs, personalise the experience, and respond in real time creates an environment where clients and guests feel both seen and supported. These are the moments that drive reputation, loyalty, and long-term relationships.
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