The Hidden Menu: Creating Return on Experience in the Workplace

Host Osama Aduib from ISS Facility Services sits down with his colleagues Paul Ratkovic and Amelia Ekus to discuss the “hidden menu” of facility management. The conversation explores how invisible systems, operational decisions and hospitality-focused thinking shape the workplace experience in ways occupants may never notice directly, from HVAC and lighting to food service, cleanliness and comfort. Paul and Amelia share insights on empathy in facility management, anticipatory service, workplace innovation and how FM teams can create seamless, people-centered environments through collaboration and intentional design. They also discuss the role of technology, AI and data-driven insights in supporting proactive building operations while emphasizing that hospitality, human connection and emotional intelligence remain at the center of exceptional workplace experiences. This episode is sponsored by SiteMap®, powered by GPRS. Learn more at sitemap.com/ifma Resources: Re-thinking the Purpose of the Workplace Experience The Enduring Significance of Place Timestamps: 0:00 - Introduction to the “Hidden Menu” of Facility Management 2:01 - How hospitality and facility management intersect 3:10 - Defining the hidden menu in workplace experiences 4:38 - Why engineering is one of the most hospitality-driven functions 6:18 - Frictionless experiences vs. “good friction” in the workplace 8:47 - The emotional impact of HVAC, comfort and building systems 11:10 - Emotional intelligence and empathy in facility management 14:28 - Innovation, anticipation and proactive workplace experiences 16:35 - AI, data and the future of anticipatory service 18:55 - How engineering teams create invisible, seamless experiences 20:35 - Building a culture of hospitality across FM teams 22:10 - Using sensors and data to improve occupant experiences 23:40 - Predictive analytics, occupancy insights and space behavior 25:35 - Practical ways FM leaders can activate the hidden menu 27:15 - Why “placemakers” mindset matters in FM 28:20 - Final thoughts on service, visibility and human-centered experiences 30:20 - Closing remarks Connect with Us:LinkedIn: https://www.linkedin.com/company/ifmaFacebook: https://www.facebook.com/InternationalFacilityManagementAssociation/Twitter: https://twitter.com/IFMAInstagram: https://www.instagram.com/ifma_hq/YouTube: https://youtube.com/ifmaglobalVisit us at https://ifma.org