Frequently asked questions

Facility management is a supportive service aimed at organising and streamlining the day-to-day operations within an organisation. Facility management covers a wide range of tasks and responsibilities that ensure the workplace is used efficiently and effectively.

At ARMONIA, we deliver high-end facility management tailored to our clients. We aim to create an environment that enhances the working day for our clients, employees, visitors and partners. This means we focus not only on operational matters like building management, cleaning and security, but also on delivering a service that improves the overall experience and boosts organisational success.

Integrated Facility Management (IFM) brings together various facility services and processes into one fully integrated and seamless solution. Different services such as security, reception services, cleaning and maintenance fall under one area of responsibility and a single point of contact.

IFM’s integrated approach means all support tasks are managed by one party, ensuring a consistent and streamlined service. This increases efficiency in costs and execution.

The goal of IFM is to improve efficiency and consistency. By centralising and integrating facility services, organisations can save costs and offer a higher level of service. The integrated approach also results in a better end-user experience and higher satisfaction among employees and other users of the facilities.

A key advantage of IFM is that it lets organisations concentrate on their core business and productivity. By outsourcing facility tasks to a single provider, employees can focus on their main duties and there is more space for growth and development within the organisation.

The skills and certifications you need as a security guard depend on the location and required security level. At ARMONIA, security guards work on corporate and service-oriented locations. These places require a professional approach to both security and hospitality. At ARMONIA, we offer Security Guards Plus and Security Hosts.

To carry out tasks such as observing, identifying and acting proactively and de-escalating, you need a vocational qualification, at least MBO Security Guard 2. A BHV (emergency response) and AED certificate are also required. Personal skills are just as important as qualifications for roles like Security Guard Plus or Security Host. Effective communication, social skills, service orientation, people skills and a broad understanding of society are essential qualities.

A Security Host is a hybrid role combining security and hospitality tasks in one person. Unlike traditional security guards, who focus solely on security measures, a Security Host plays a broader role centred on hospitality and client service. Like regular guards, Security Hosts carry out security measures such as monitoring, logging and observation. They also adopt a service-oriented approach and act as the first point of contact for visitors and employees, greeting people, answering questions and providing guidance.

Security Hosts can assist visitors in finding the right location, explain the facilities, and help with access procedures. At ARMONIA, Security Hosts help provide a secure and welcoming environment by combining security expertise with client-friendly service, creating a positive and safe visitor experience for everyone.

A Security Host is a versatile role that combines a range of security and hospitality tasks in one person. Security duties include access control, visitor registration, monitoring security cameras, safeguarding property and carrying out patrols. In emergencies, the Security Host acts according to protocol. On the hospitality side, a Security Host acts as a host for visitors and is the first point of contact.

Security Hosts are trained to perform these tasks in a way that ensures a pleasant visitor experience. At ARMONIA, Security Hosts wear smart business attire, making them approachable and professional. Their friendly and service-minded attitude adds real value at public and service-oriented locations such as museums, care centres and town halls.

Healthcare security is a specialised form of security tailored to the needs of the care sector. Care settings like hospitals, clinics, care homes and rehabilitation centres are responsible for creating a safe environment for people, animals and property. These sites are dynamic and bring together people with different needs, expectations and concerns. Because most care locations are open access, there is a lower threshold for visitors. At the same time, care facilities face an increase in bold thefts and more incidents of targeted intimidation and violence. As a result, healthcare security requires an integrated approach.

ARMONIA contributes to healthcare security by providing security staff who perform their security tasks in a service-oriented way. They act as both security guard and host. Our healthcare security guards are clearly visible yet businesslike in appearance, which helps provide reassurance for diverse visitors. They have strong social skills, a good understanding of verbal and non-verbal communication and show empathy. They are trained to assess risk situations and to respond effectively if an incident occurs. ARMONIA brings a human approach to healthcare security.

An ARMONIA healthcare security guard delivers a customised service. This often means being present, visible and frequently the first point of contact for visitors. Healthcare security guards may also operate in plain clothes to observe and monitor. Their primary job is to ensure the safety of people, animals, buildings and property, following a protocol tailored for each care location.

Key responsibilities are observation, record keeping and intervening swiftly when incidents arise. They are also a point of contact for employees and visitors. With their service-oriented approach, healthcare security staff help create a welcoming environment for everyone who visits.

Security and monitoring are closely related and complement one another. Security refers to the set of strategies, technologies, protocols and measures applied to protect people, animals and property from risks and potential threats. This includes identifying hazards, taking preventive steps, and managing emergency responses.

Monitoring focuses on the technical and human elements that enable security: deploying security systems such as cameras, alarms and access control systems to monitor and protect places, property or people. Security staff, such as guards or watch personnel, can also physically monitor sites, assess situations, perform security rounds and, if necessary, respond to incidents.

Reception employees are key in keeping business processes running smoothly with their support services. The front desk is often the main welcome area and a place where critical admin tasks happen, such as mail handling, bookings and orders. Reception employees are sometimes also responsible for keeping reception and conference spaces clean and presentable.

Most importantly, reception employees act as competent and friendly hosts. They are the first point of contact for visitors and create a positive first impression of the company or organisation. They greet visitors, answer questions, provide support and guide guests to the right location. Their professional and client-focused approach helps foster a positive working environment, a strong client experience, a pleasant visit and supports the company’s image.

At ARMONIA, we aim to create the best possible experience — whether for visitors, clients or in providing support to your own staff. We believe great results come from working as one team. Our company culture is based on professionalism, expertise, commitment, innovation, transparency and ambition. With in-depth market knowledge, we continually challenge ourselves to offer more comprehensive security, hospitality and facility services. This led to the development of the Security Host role, which combines elements of security and hosting to meet growing demand for personal protection that blends seamlessly with hospitality.

ARMONIA also offers Integrated Facility Management, an efficient approach that bundles services into an all-in-one solution. This enables us to deliver a complete package for the varied needs of our clients. Integrating different facility services helps us optimise collaboration, cut costs and deliver a consistent service. Integrated Facility Management allows us to provide a broad range of services — from security and cleaning to catering and technical maintenance — with one point of contact and a coordinated approach.

ARMONIA’s entrepreneurial story starts in 1974, when Patrick Thélot began delivering hotel and reception services in Paris. In 2003, the Amsterdam company bouwens& was founded by Michael Bouwens, focusing on high-end chauffeur services.

These two family businesses joined forces in 2021. Today, ARMONIA is a leading provider of hospitality services. With a strong focus on client satisfaction, engagement and continuous progress, ARMONIA is the hospitality expert for business, care, retail and cultural sectors in the Netherlands.

Alongside deploying modern technologies to monitor quality, ARMONIA values a personal approach. We believe in people’s qualities and support our employees’ talent and ambitions, including through our own ARMONIA Hospitality Academy.

Business Support is a suite of services from ARMONIA to help businesses with their day-to-day operational needs. It offers tailored services covering office management, secretarial and management support. With ARMONIA Business Support, companies receive flexible support from experienced professionals, allowing them to work more efficiently and focus on their strategic goals.

At ARMONIA, we build long-term partnerships between your business, our management and the business support professionals. This means we get to know your company well and grow together with you. We can then respond quickly and appropriately. You work with a single contact person who understands all aspects of your business and our business support services. This approach makes your operations more flexible and effective.

A meeting room manager provides support to ensure meetings run smoothly from booking through to the end of the session. The focus is on a hassle-free experience. Responsibilities include preparing and arranging the meeting room, setting up presentation equipment and organising catering. Staff and guests attending the meeting receive a warm welcome and are guided to the room. The meeting room manager remains available throughout and, after the meeting finishes, makes sure the space is tidied and prepared for the next group.

The main role of a host is to provide hospitality and help people feel welcome and at ease. At ARMONIA, a Security Host goes a step further by combining the roles of host and security guard. This blend of hospitality and security provides an efficient and welcoming response to demand for integrated security on a range of business and public locations.

Combining hospitality and security results in an approach that both raises the level of client service and improves safety. The conventional look and attitude of the security guard are increasingly out of place in many environments, such as care centres, town halls, job centres and museums, where hospitality is a key element. Hospitality security is a method where traditional security personnel focus more on hospitality, while hospitality specialists take on some security duties. This client-friendly style doesn’t compromise on safety but does create a more approachable face for security — it enhances the visitor experience and makes it easier to defuse difficult situations.

Facility service covers a broad range of support activities, from building management to cleaning and even making sure there are fresh flowers at reception. The aim is to ensure people can work effectively and comfortably. At ARMONIA, we believe facility services are most effective when hospitality comes first. This approach turned us into the first hospitality-led facility specialist in the Netherlands. We offer more than traditional facility services by working closely with our clients and facility partners, guided by our own ‘hospitality drive’.

Hospitality services are no longer exclusive to the hotel, wellness or tourism sectors. Hospitality and creating a pleasant guest experience are just as valuable in business, care and other organisations. At ARMONIA, our high-end business services are built on hospitality principles. We provide reception services, security, support, facility and meeting management — always focused on delivering a truly service-driven and welcoming experience.

The facility manager is in charge of managing and coordinating facility management within an organisation. Facility managers work in a service-driven way and provide customised solutions and support to make sure core activities run smoothly. They play a key role in strategic planning and policy, leading the development and implementation of facility management. Facility managers are closely involved in meeting hospitality standards, sustainability targets and cost control.

At ARMONIA, facility management covers all key elements of an outstanding visitor experience and excellent facility service. We deliver tailored solutions with a distinctively friendly ARMONIA approach.

Facility services is a collective term for a wide range of support tasks that help businesses operate optimally on both a day-to-day and strategic level. Good facility services mean employees can work more comfortably and productively. While traditionally this focused on building management, today’s organisations need to stand out with their service and support. This increases demand for distinctive facility support.

Alongside building management by a caretaker or handyman, facility services also include: reception services, security services, cleaning, meeting room management and support for service desk, business and event activities. At ARMONIA, we use Integrated Facility Management, so all your selected services are delivered by one fixed team and a single contact person.

A receptionist is a host responsible for a professional and welcoming first impression for visitors and clients at the front desk, combining strong communication, organisational and client service skills. The receptionist is often the first person a visitor meets. Their role means regular interaction with both visitors and employees, so excellent communication and people-reading skills are essential. A bad reception experience affects the visitor’s view of the entire company. Professionalism, hospitality and a friendly manner are key to the receptionist; they balance efficiency with warmth. Beyond core tasks like greeting visitors, registering guests, answering phones and handling admin, a good receptionist is naturally welcoming and interested in people. The role demands constant multitasking, the ability to prioritise and strong organisational skills.

Reception services cover a wide range of support activities in the front office. These include greeting and guiding visitors, registering arrivals, answering phone calls, handling emails, and managing staff calendars. Reception services are not a background function — they are delivered by professional hosts who represent the company in-house. For a distinctive visitor experience and positive working environment, ARMONIA’s receptionists provide a service that suits the client’s needs, from a genuine ‘glad you’re here’ smile to arranging technical support or serving espresso. The service and hospitality aspects of ARMONIA’s reception services aren’t limited to the reception desk; they extend to our support for the service desk, mail room and at events.