Job Description

Objectives and Responsibilities
As Event Experience Lead, you will take ownership of London based event management and workplace experience; with a focus on consistency, personalisation, and continuous improvement of London event delivery.

• Lead the delivery of a seamless, high-quality meetings and events across London
• To deliver a 5* hotel concierge style experience at all times
• To be highly visible, always available and the "go to" person for queries Proactively identify opportunities to enhance the workplace experience - always going the extra mile to surprise and delight
• Shape the end-to-end event experience by optimising physical environment, digital tools, service standards, and cultural initiatives.
• To lead and deliver events and meetings for internal and external bodies
• Observe and evaluate daily service delivery to ensure consistent guest and client experience.
• Accountability of touchpoint journey as a whole; liaising with housekeeping, catering, porterage, security and all relevant departments to ensure that it is set to agreed standards at all times
• Implement new standard operating procedures (SOPs) and service playbooks that reflect integrated, experience-led delivery.
• Develop and coach Workplace Experience Hosts, collaborate with Front of House Team Leader to deliver contractual service requirements, ensuring process compliance
• Scheduling and rota creation for Workplace Experience Hosts to business needs
• Oversee cloakroom service and lost property management, in line with KPI
• Conduct visitor arrival/departure check-in and check-out by managing and issuing access, according to agreed visitor and contractor access processes that is smooth and efficient
• Proactively manage queues, striving to make the arrival or departure process as efficient as possible
• Communicate clearly and effectively with Workplace Hosts, and wider facilities team
• Co-ordination with Hospitality and scheduling porterage, and third party event setup/setback
• Support setup of event spaces and collaboration spaces, as well as resetting areas to agreed layouts

Main duties

• Ensure communication and follow-up on any problems, visitor or colleague requests, and special requirements
• To action and respond to all email requests with 48hrs of their receipt
• Confirm all event details within given timeline.
• Ensuring name badges are produced and onsite ahead of event delivery, including managing registration
• Operational support to Senior Workplace Experience Manager
• Conduct floor walks and service audits, and proactively logging work orders
• Work collaboratively with the wider team in the handling of groups and VIPs etc.
• Oversee all operational procedures and service levels are achieved and adhered to with as per client guidelines/ Procedures.
• To enter fully the details of all bookings completely and thoroughly.
• Ensure the requestor for all bookings is fully aware of the details of their booking and confirm the booking by sending an email to the booker and host where appropriate.
• Knowledgeable to provide visitors and colleagues with information on city maps and directories, restaurants and pubs, shops, in-house services and daily functions, cultural activities, religious activities, sporting events, entertainment activities, special attractions, doctors, medical centres, transportation options etc
• Liaise with VIPs and return visitors and ensure complete satisfaction during their time on site
• Capture and escalate risks, resistance, or issues to relevant stakeholders, offering practical solutions and adjustments as needed.
• To setup working areas as intended and functional, to ensure colleagues and visitors are setup for success and can be productive whilst on site
• Work alongside site FM and team supervisors to embed new behaviours, responsibilities, and service techniques.
• Triage colleague queries received in person, email and online, responding in a timely manner or referring them to the right team or self service channels
• Utilise a "hands on" approach whilst ensuring the service delivery is at the required standard
• To escalate any feedback relating to the service provided to Senior Workplace Experience Manager, and support on prompt resolution
• Deputise in the absence of your Manager or similar supervisory position Operate under a "How Can I Help" mindset
• Build strong relationships with Executive and Personal Assistant networks (PACE), key departments, and suppliers to anticipate needs and continuously raise standards.
• Respond to First Aid incidents
• To actively build relationships with other workstreams and partners, to ensure we are operating as OneMitie
• Complete any reasonable management request or task
• Conduct oneself in a professional manner at all times, adhering to established standards of conduct, department procedures and policies
• Ensure regular checks are conducted of meeting rooms, and areas of concern are followed up to resolution, escalating workorder where required
• Support onsite facilities inspections, floor walks and service audits
• Administrative tasks and reporting i.e. powerpoint slide creation and data analysis

Person specification

• 1 to 2 years' of comparable experience managing a team in high end hotels, modern workplaces, or tourism and hospitality
• Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence
• Immaculate personal presentation and sense of style
• Flexible, agile, and adaptable
• Must be able to identify and resolve issues, and to meet and exceed the expectations of our client
• Flexible, agile, adaptable and ability to go that extra mile
• Comfortable with wearable and mobile tech (radios, headsets, tablets)
• Must be able to identify and resolve issues, and to meet and exceed the expectations of our client
• Must be highly proficient in Outlook, Word, Teams, and Chrome
• Competent operating VMS and MRMS platforms
• Essential to be able to process large volume of queries across multiple platforms
• Core skills required: Attention to detail, critical thinking, decisiveness, highly organised, adaptability, initiative, safety awareness, customer service, prioritisation, personal organisation
• 1 to 2 years' of comparable experience managing a team in high end hotels, modern workplaces, or tourism and hospitality * Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence * Immaculate personal presentation and sense of style * Flexible, agile, and adaptable * Must be able to identify and resolve issues, and to meet and exceed the expectations of our client * Flexible, agile, adaptable and ability to go that extra mile * Comfortable with wearable and mobile tech (radios, headsets, tablets) * Must be able to identify and resolve issues, and to meet and exceed the expectations of our client * Must be highly proficient in Outlook, Word, Teams, and Chrome * Competent operating VMS and MRMS platforms * Essential to be able to process large volume of queries across multiple platforms * Core skills required: Attention to detail, critical thinking, decisiveness, highly organised, adaptability, initiative, safety awareness, customer service, prioritisation, personal organisation

Skills Required