Better places, thriving communities.
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.
1. Lead the delivery of a seamless, high-quality meetings and events across London
2. To deliver a 5* hotel concierge style experience at all times
3. 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
4. Shape the end-to-end event experience by optimising physical environment, digital tools, service standards, and cultural initiatives.
5. To lead and deliver events and meetings for internal and external bodies
6. Observe and evaluate daily service delivery to ensure consistent guest and client experience.
7. 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
8. Implement new standard operating procedures (SOPs) and service playbooks that reflect integrated, experience-led delivery.
9. Develop and coach Workplace Experience Hosts, collaborate with Front of House Team Leader to deliver contractual service requirements, ensuring process compliance
10. Scheduling and rota creation for Workplace Experience Hosts to business needs
11. Oversee cloakroom service and lost property management, in line with KPI
12. 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
13. Proactively manage queues, striving to make the arrival or departure process as efficient as possible
14. Communicate clearly and effectively with Workplace Hosts, and wider facilities team
15. Co-ordination with Hospitality and scheduling porterage, and third party event setup/setback
16. Support setup of event spaces and collaboration spaces, as well as resetting areas to agreed layouts
Main duties
17. Ensure communication and follow-up on any problems, visitor or colleague requests, and special requirements
18. To action and respond to all email requests with 48hrs of their receipt
19. Confirm all event details within given timeline.
20. Ensuring name badges are produced and onsite ahead of event delivery, including managing registration
21. Operational support to Senior Workplace Experience Manager
22. Conduct floor walks and service audits, and proactively logging work orders
23. Work collaboratively with the wider team in the handling of groups and VIPs etc.
24. Oversee all operational procedures and service levels are achieved and adhered to with as per client guidelines/ Procedures.
25. To enter fully the details of all bookings completely and thoroughly.
26. 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.
27. 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
28. Liaise with VIPs and return visitors and ensure complete satisfaction during their time on site
29. Capture and escalate risks, resistance, or issues to relevant stakeholders, offering practical solutions and adjustments as needed.
30. To setup working areas as intended and functional, to ensure colleagues and visitors are setup for success and can be productive whilst on site
31. Work alongside site FM and team supervisors to embed new behaviours, responsibilities, and service techniques.
32. 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
33. Utilise a “hands on” approach whilst ensuring the service delivery is at the required standard
34. To escalate any feedback relating to the service provided to Senior Workplace Experience Manager, and support on prompt resolution
35. Deputise in the absence of your Manager or similar supervisory position Operate under a “How Can I Help” mindset
36. Build strong relationships with Executive and Personal Assistant networks (PACE), key departments, and suppliers to anticipate needs and continuously raise standards.
37. Respond to First Aid incidents
38. To actively build relationships with other workstreams and partners, to ensure we are operating as OneMitie
39. Complete any reasonable management request or task
40. Conduct oneself in a professional manner at all times, adhering to established standards of conduct, department procedures and policies
41. Ensure regular checks are conducted of meeting rooms, and areas of concern are followed up to resolution, escalating workorder where required
42. Support onsite facilities inspections, floor walks and service audits
43. Administrative tasks and reporting i.e. powerpoint slide creation and data analysis
Person specification
44. 1 to 2 years' of comparable experience managing a team in high end hotels, modern workplaces, or tourism and hospitality
45. Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence
46. Immaculate personal presentation and sense of style
47. Flexible, agile, and adaptable
48. Must be able to identify and resolve issues, and to meet and exceed the expectations of our client
49. Flexible, agile, adaptable and ability to go that extra mile
50. Comfortable with wearable and mobile tech (radios, headsets, tablets)
51. Must be able to identify and resolve issues, and to meet and exceed the expectations of our client
52. Must be highly proficient in Outlook, Word, Teams, and Chrome
53. Competent operating VMS and MRMS platforms
54. Essential to be able to process large volume of queries across multiple platforms
55. Core skills required: Attention to detail, critical thinking, decisiveness, highly organised, adaptability, initiative, safety awareness, customer service, prioritisation, personal organisation
Our market-leading offering provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .