Multi-Realm.Retail destinations operator Multi-Realm has extended an integrated facility and guest services contract it first awarded to ABM in 2016 at its Designer Outlet in Wembley Park – London’s largest regeneration area.
ABM has worked with Multi-Realm to shape the Wembley Park location into one of the most successful in the retail operator’s portfolio, and will continue to provide cleaning, security, mechanical and engineering and guest services under the company’s proprietary Performance Solutions offering – a turnkey solution to all facilities solutions needs.
Providing each and every guest on site with the best possible experience we can is priority number one at the London Designer Outlet. ABM’s expertise in guest experience and dedication to service delivery has contributed significantly to delivering on our mission to making every visit seamless for every visitor.
The contract award emphasises the focus on deepening customer relationships to support ambitious growth plans under the strategic guidance of ABM’s SVP and President Richard Sykes and its Business and Industry Managing Director, Campbell Murdoch. Leveraging the strength of the group’s Technical Solutions division and world class guest experience expertise, ABM Performance Solutions offers customers a holistic approach to facilities services, promising efficiencies across sites alongside world class service delivery.
Lee Fitzgerald, a Divisional Director at ABM, says: “This is a true partnership story. The journey over the last 8 years has seen ABM and Multi-Realm face the challenges of the pandemic and evolve the services and experiences on site to meet ever changing guest expectations, the dynamics of a strong local community and the transformation of the local area which is now welcoming increased tourism.
“Developing our exceptional teams to drive excellence and innovation, investment in technology which allows our people to focus on strategic tasks, and a tailored security approach have been and will continue to be vital in supporting Multi-Realm as it grows. We look forward to this next phase of the partnership.”
A particular success of the relationship has been the development of the Guest Services team. Drawing on the expertise of ABM’s Blackjack Promotions division, a bespoke learning and development programme was designed and delivered to focus on soft skills and emotional intelligence which drive human connection and enhance experience.
Daniel Tomkinson, General Manager, London Designer Outlet, says: “Providing each and every guest on site with the best possible experience we can is priority number one at the London Designer Outlet. ABM’s expertise in guest experience and dedication to service delivery has contributed significantly to delivering on our mission to making every visit seamless for every visitor.
“This extended partnership will enable us to continue to maintain this high standard of service, while also delivering a value-for-money service charge to our partners and tenants.”
ABM’s focus on team member evolution on site has also been a success story of the relationship with Multi-Realm.
Michael O’Dwyer, Maintenance Manager at London Design Outlet, adds: “Retaining talented people benefits ABM and our customers, and so it has been a privilege to have my progression supported so much. From being allocated an off-site engineering mentor and attending engineering network events, to completing leadership workshops and training on managing my P&L, I have been given every opportunity to elevate my knowledge and push my career forward as part of the London Designer Outlet team.”
ABM operates globally, serving over 20,000 clients.
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