Event Experience Lead in City of London

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.

Responsibilities

• Lead the delivery of a seamless, high-quality meetings and events across London.
• Deliver a 5 hotel concierge style experience at all times.
• 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.
• 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.
• Schedule and create rota for Workplace Experience Hosts to meet 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-ordinate 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.
• Action and respond to all email requests within 48 hours of their receipt.
• Confirm all event details within given timeline, ensuring name badges are produced and onsite ahead of event delivery, including managing registration.
• Provide operational support to Senior Workplace Experience Manager.
• Conduct floor walks and service audits, and proactively log work orders.
• Work collaboratively with the wider team in the handling of groups and VIPs.
• Oversee all operational procedures and service levels are achieved and adhered to as per client guidelines/Procedures.
• 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.
• 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.
• 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.
• 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.
• Elevate 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.
• 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 work orders where required.
• Support onsite facilities inspections, floor walks and service audits.
• Perform administrative tasks and reporting, e.g., 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; with an ability to go that extra mile.
• Must be able to identify and resolve issues, and to meet and exceed the expectations of our client.
• Comfortable with wearable and mobile tech (radios, headsets, tablets).
• 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.