Europe’s largest shopping centre, Westfield is in Shepherds Bush, in the London Borough of Hammersmith and Fulham. The centre was developed by the Westfield Group at a cost of £1.6bn, and it opened on 30 October 2008.
Grosvenor’s partnership with Westfield started on 1st November 2016. As the largest covered shopping centre in Europe, with an average footfall of over 52 million, it was recognised from the outset that this was a very challenging and demanding site to operate.
We were awarded the contract by competitive tender in 2011. In 2019 we successfully retained the contract for a further four-year term, a testament to our excellence in service delivery.
Westfield awarded Grosvenor a 5-year cleaning contract, which we retained for a further 5-year term commencing November 2021. The contract term recognised the need for any service delivery team to have the opportunity to appreciate the complexity of the operational year at the centre.
At Westfield, the cleaning standards are the same as a 5-star hotel and the experience begins from the moment you enter the premises which is either via external areas from the tube stations or through the car park or taxi rank, every area is just as important as the rest so the demands for cleaning are equal.
Flexibility has been key to the success of this contract. Working schedules are constantly reviewed with centre management and adapted to meet the needs of the business. We also work alongside many building contractors both in the mall and the car parks who create huge amounts of mess daily. Grosvenor has risen to these challenges and we still achieve the required high standards expected by our client. This is proven by the weekly KPI scores that we receive.
We adopt innovative operational practices to ensure that we deliver a first-class service. We started to use an oscillating machine (Tomcat) on the atrium floor and have achieved outstanding results, leading to our client commenting that the atriums had never looked so clean.
Based on these results, Westfield invested in a second Tomcat to assist with the granite flooring in other entrance areas that require the same level of cleaning, thereby ensuring a uniform standard of service across the whole site.
Client relationship is imperative in making this contract work. Grosvenor are very much a part of the Westfield team, we join in on the morning huddle, do the daily centre walk, and attend weekly project, operations and quarterly health and safety meetings.
The Grosvenor Account Manager and the Westfield Senior Facilities Manager discuss any issues and how best to resolve these in an honest and open relationship that allows our partnership approach to work. Bernard McCauley, Grosvenor Managing Director and Kieran McMullan, Group Operating Officer, are also very much involved with this contract and are frequent visitors to Westfield. This demonstrates that Grosvenor as a company is completely committed to this partnership. In recognition of our excellent customer focused approach and our innovative service delivery model, the Grosvenor Westfield Contract was a finalist at the Kimberly-Clark Professional Golden Service Awards in March 2018 and subsequently retained this finalist position for the 2020 awards.
The Westfield building extension opened on 20th March 2018 and Grosvenor were awarded the builders/sparkle clean for this which was completed over 4 days/nights and was extremely challenging, we partnered with Total Solutions for this and between us supplied approx. 200 staff and approx. 50 pieces of machinery. We worked around builders right up until a couple of hours prior to the curtain going up where the press and guests were waiting.
“I would like to reach out to the Cleaning Team at Westfield London to pass on our thanks for all their hard work and dedication over the last 5 years in delivering Best in Class standards at Westfield London. I am extremely excited to be working with Grosvenor for the next 5 years following on from the successful contract renewal recently rewarded to Grosvenor.
Well done to the whole team, proud to work in partnership with great people.”