Guest Services & Administration Coordinator

The role of the Welcome Experience Specialist is to provide the highest level of care to our clients and internal stakeholders, personally taking responsibility for their requests to ensure that they are completed in a timely manner, exceeding their expectations where possible.

We don’t just offer a great welcome; we take care of all the little things that make a real difference to the experiences people have. People make companies and we want all of us at SPS to be the most positively engaged, working together in supportive teams, and always evolving to provide the best service. The foundation of our culture is to build trusted partnerships with our people and our clients.

Our Welcome Experience Specialist should convey an attitude where no request is too big and no detail is too small, creating a personal service to all those entering clients which includes guests and internal stakeholders, while promoting and nurturing a culture of excellence. They will convey a friendlier and larger-than-life welcome, whilst remaining security conscious, knowing the difference between being discreet and going the extra mile to anticipate needs.

Duties and Responsibilities:

• Guest Welcome and Support: Greet all guests and PwC staff with genuine warmth, professionalism and promptness, creating a welcoming first impression that reflects our commitment to exceptional customer service.
• In Regional offices provide Reception Welcome services. Communicate visitor and guest arrivals efficiently and courteously, ensuring seamless coordination between landlord teams and a smooth experience for all parties.
• Maintain comprehensive knowledge of all PwC spaces, including Welcome and Hospitality areas, and deliver concierge style service enriched with insightful local area expertise to enhance every visitor’s experience.
• Consistently deliver exceptional customer service, anticipating the needs of both visiting clients and office-based staff, and going above and beyond to ensure their needs are met.
• Collaborate closely with the Workplace Experience Manager to support security protocols, managing staff and visitor access, contractor coordination and ensuring the safety and integrity of our space.
• Maintain vigilant awareness of security procedures such as penetration tests and tailgating prevention, ensuring all guests are appropriately hosted and displaying visitor badges at all times.

• Room Bookings Support: Coordination and monitoring of client meeting room and event space bookings to ensure a seamless user experience.
• Manage internal meeting room and office utilisation effectively to maximise the utilisation of these spaces.
• Liaising with offsite room and events booking teams to ensure customer focused operation.
• Liaise with catering suppliers to support any catering requests for meeting rooms if required, providing support and guidance to those using the service.
• Support hospitality operations, preparing of refreshments to support client meetings and meet client needs.

• Events Operations and Support: Provide an end-to-end events service support including events creation, allocating the most suitable space, agreeing seating plans, room layouts with any hospitality requirements.
• Ensure that 24 hour booking confirmations are sent out to all requesters/hosts for meeting room bookings where applicable.
• External visitor management to maximise the event experience.
• Troubleshoot client and visitor problems using research and problem-solving skills.
• Pre-event schedule creation.
• Post event feedback compilation.
• Working with central events team as required for multi-site events.

• Workplace Experience Specialists: You may be required to support your colleagues in the Workplace Experience team from time to time.

• One Team: Supporting and working closely with other One Team suppliers. Promote One team approach ensuring a consistent service is provided throughout all our services.
• Proactive completion of ten second tasks, and coordination with the wider One team for seamless service delivery.

Candidate Skills and Experience:

• Experience in workplace services, facilities, hospitality, or front-of-house roles.
• Strong customer service and communication skills, with confidence engaging at all levels.
• Competent in Microsoft Teams, MS Office, ServiceNow and EMS or equivalent workplace technologies.
• Ability to support AV, IT peripherals, and office equipment confidently.
• Well-organised and adaptable, with the ability to balance planned and reactive tasks.
• Adaptable, able to respond to all queries and incidents to react quickly and support the Workplace and One team.

Health and Safety Responsibilities:

• Report any deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment.
• Work equipment and PPE to be used properly in accordance with all training received.
• Report any issues or training needs to your line manager.
• Follow company policies and procedures at all times.

Equal Opportunities at SPS: We are proud of the progress we’ve made in building a truly inclusive workplace where Equal Opportunity is more than a principle, it’s a commitment in action. We have an ambitious equality, diversity and inclusion approach recognising that a more diverse workforce creates a richer and more varied working environment. Diversity drives innovation and enables us to deliver the highest quality service to our clients.

We welcome and encourage applications from people of all backgrounds and are committed to building a diverse and inclusive workforce that reflects the communities we serve. We are proud to be a Disability Confident employer. All applicants with a disability who fulfil the role criteria will be progressed to the next stage of the process. Please let us know what reasonable adjustment, if any, you require.