Inside the LFR engine room: How City Facilities Management keeps stores trading

Walk into any Large Format Retail store and everything should feel seamless – bright and welcoming lighting, clean aisles, working heating and cooling, and safe, well-maintained car parks. What customers don’t see is the complex network of systems, people and rapid-response support working behind the scenes that keep that experience running. At the centre of that operation for many leading Australian retailers is City Facilities Management (City).

With a heritage dating back to 1985, City has evolved from its roots in refrigeration into one of the world’s leading facilities management providers. Today, retail remains its backbone, with long-standing partnerships spanning supermarkets, department stores, and Large Format Retail environments across Australia and globally.

Large Format Retail presents a distinct operational challenge. Sites are large, assets are complex, customer volumes can shift quickly, and retailers are expected to keep trading safely and efficiently, often across extended hours. Downtime is not just inconvenient; it directly impacts sales, staff productivity, customer experience and brand confidence. City’s approach is designed to meet these demands, with a focus on rapid response, compliance, and operational continuity.

“At the heart of City’s approach is a partnership-led model,” said Keith Elliott General Manager – Strategy & Growth. “Rather than operating as a traditional service provider, City embeds itself within its partners’ businesses, working alongside store teams and leadership. This integration allows our teams to understand what’s happening on the ground, from daily operations to long-term investment plans, and tailor services accordingly.”

City delivers an end-to-end facilities management offering, covering everything from building maintenance and asset management to cleaning, grounds, and construction. Its 24/7 contact centre ensures round-the-clock support, managing everything from routine maintenance to critical incidents, helping retailers minimise disruption and stay focused on their core operations.

For retailers managing large, multi-site portfolios, facilities management is no longer just about fixing what breaks. It is about using data, visibility and consistent service delivery to prevent issues, reduce risk and support better operational decisions. City’s use of analytics and reporting transforms operational data into actionable insights, enabling smarter, faster decision-making across complex retail networks.

“For Large Format Retailers, scale adds complexity,” said Mr Elliott. “Managing large store portfolios requires consistency, visibility, and control. City’s technology-enabled approach provides a single view of performance across sites, supporting both day-to-day operations and long-term strategy.

“Customers may not think about facilities management, but they feel the impact of it every time they enter a store. Safe, clean and well-maintained environments help retailers protect the customer experience and keep teams focused on serving their customers.”

Sustainability is also becoming a key focus for Large Format Retailers, and City supports this through energy management, data-led performance improvements, and responsible operational practices that align with evolving environmental expectations.

In a sector where every trading day matters, City’s work behind the scenes helps Large Format Retailers navigate complexity and unlock value. By embedding itself within its partners’ operations and continuously improving the way facilities are managed, City supports efficient, resilient retail environments that are ready for what’s next.