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Located within an hour of Dublin, Kildare Village offers one of Ireland’s leading luxury outlet shopping experiences. With over 60 boutiques housing some of the world’s most famous designer brands, the Village has become a destination for guests seeking a very special shopping experience. It attracts 2.2 million visitors a year.
Grosvenor Services has been providing all the cleaning services at Kildare Village since the outlet opened in 2006. In fact, our staff were on-site in 2005 when the village was still under construction.
Kildare Village aims to be a total experience for its customers and our cleaners are very much of that customer service philosophy in carrying out their daily tasks.
The service operating model of the contract at Kildare is unique. The level of service delivered must portray a first class, pristine environment for those who visit the village.
The guests have high expectations of the environment. In turn, our client has given us clear objectives. In partnership with Kildare Village, we fully recognise the importance of cleanliness in terms of the customer experience and repeat business.
We take care of everything! Our operatives are responsible for cleaning all malls, windows/glass, car parks, offices, washrooms, dog kennels, drains, fasciae, and signs. They also paint the drains, varnish the benches, and maintain the children’s play area.
The individual tenants renting Kildare Village shops are responsible for organising their own cleaning. However, we do clean several of them through separate contracts, achieving a consistent uniform high standard of delivery.
All routine daily duties must be completed by 9.30am, before the Village opens to customers, along with any problem solving and fixing by the maintenance team. Cleaners are then on-site all day to service the washrooms, empty bins and take care of any other tasks that may arise.
At Grosvenor we place high importance on staff welfare. We ensure that our teams are properly equipped to deliver the service in all seasons. When staff first joined the Kildare Village contract, they spent two weeks becoming familiar with data sheets, safety policies and the site itself. At the end of that two weeks, they knew their way around. They then then underwent on-the-job induction training for three months. In addition, they attended the company’s training centre to qualify in cleaning techniques and methods, which is to British Institute of Cleaning Science (BICSc) standard.
At Kildare Village, we are not perceived as a service provider by the client, rather as part of the team. The on-site team are proactive and use their knowledge and customer experience to anticipate service requirements. The intensity and daily rigour around the contract ensures its success.
” I wanted to thank you all very much for your continued support, loyalty, determination to continually improve our standards, and all of your wonderful hospitality that you show each and every day to our Guests, our Brands and our fellow colleagues and teams within Kildare Village.
Without all of this we simply would not have such an amazingly run village, with pristine standards day to day! It’s not an easy job you do, but you all do it with such positivity, eagerness and upbeat attitudes! ”
Joe Donnelly
Kildare Village
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