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

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