Following the acquisition of Tower 42, BNP Paribas Real Estate were appointed by the Tower Limited Partnership to run the day-to-day operational management at the time of completion and ahead of a letting campaign, re-launch the building to provide a unique real estate operational model with a high level of amenities. The building was partly occupied at the time, following an extensive refurbishment programme.

The Challenge 

Within a short timeframe, the team was tasked with the seamless transfer of operations including the procurement of operation, maintenance and energy contracts and managing the transfer of directly employed site teams. The team were also required to establish a cutting-edge customer service delivery model, involving identifying new service lines, onboarding of several occupiers, and associated fit out process as leasing progressed.

Our Approach 

Customer journey mapping formed the foundation of our strategy with service delivery designed around identified services and a remobilisation of the building. This involved extensive collaboration with the client and project team to prepare a Building Management Strategy. 

External hospitality, restaurants, cafes, conferencing and a leisure offering were designed into the model with a front of house team recruited from the hospitality industry.

Tailored documentation including lease enabling documents, Service Charge Budget, Service Delivery Guide and Fit out Procedures were prepared to ensure a structured approach.

Successful Outcome 

By embedding a hospitality operational model into day-to-day operations, embracing the occupier as the customer and incorporating leading amenities around wellbeing and connection, our approach enabled a soft landing to be successfully delivered and a highly successful, visible building in the central London real estate market.