5 minutes with ... Andrea Yoko
Head of the Centre of Excellence at Emrill Services
fmME conducts a five-minute interview with the head of the Centre of Excellence at Emrill Services, Andrea Yoko
0.00 Who are you and what does your role involve?
My name is Andrea Yoko and I am the head of the Centre of Excellence at Emrill Services. Its role is to ensure quality service delivery across all Emrill-managed sites. For us to maintain a high quality service, we implement, audit, monitor and deploy several processes internally. This includes extensive training for our employees, development programs, candidate selection, performance monitoring and site audits.
1.05 How long have you been in the FM industry?
I have 20 years experience in the hospitality industry specialising in the delivery of 5-star and 7-star services with hotel groups such as Intercontinental and Jumeirah. I was asked to bring my expertise to the FM industry five years ago to solidify Emrill’s position as the market leader in service delivery.
1.57 Where do you see the FM industry in five years?
I believe the FM industry will continue to grow. It’s becoming more competitive and challenging. Previously, the industry looked at manpower requirements to meet SLAs and KPIs. Today providers are looking at quality and operational efficiencies. It is moving towards innovative methods for service delivery.
2.38 Most memorable project and why?
The Al Bandar development is very close to my heart. I was involved from the start when the bid team visited the site to assess the project requirements down to the selection of each candidate. This was our first for Aldar, which was truly rewarding in the final stages during the mobilisation process.
3.15 What is the most difficult thing about being an FM professional?
I love my job and have never been shy of facing difficulties. I find that it’s the challenges that keep things interesting and keep pushing me to get better at anything I apply myself to.
3.42 What do you love most about your job?
I really have a passion for people and their development. It gives me a warm feeling to know I have played a part in someone’s growth and development.
4.30 What do you like to do in your spare time?
I have a wonderful family and therefore my work/life balance is something that I work hard at. As a family we enjoy playing golf together and it is a real passion. However, I am very much a fair-weather golfer and so my poor Big Berthas are gathering dust.