Guest Services & Administration Coordinator
Job Purpose
The Welcome Experience Specialist delivers an exceptional first impression for all guests and colleagues, taking personal ownership for providing a warm, professional, and seamless welcome. This role blends premium customer service, security awareness, visitor coordination, and close collaboration with the wider Workplace Experience team.
Welcome Experience Specialists embody SPS values: no request is too big and no detail is too small. They create a memorable, personalised experience while maintaining strong security awareness, knowing when to be discreet and when to go the extra mile.
Key Responsibilities Guest Welcome & Front-of-House Service
- Greet all guests and PwC staff warmly and professionally, creating a polished and positive first impression.
- In regional offices, provide full reception welcome services and coordinate smoothly with landlord teams.
- Deliver concierge-style service using strong knowledge of office spaces and the local area.
- Anticipate needs, resolve issues promptly, and consistently exceed customer expectations.
- Support security protocols including access control, contractor coordination, badge hosting, and tailgating prevention.
- Remain vigilant during penetration tests and uphold all security procedures.
- Coordinate and monitor client meeting room and event bookings.
- Maximise room utilisation and ensure smooth, customer-focused operations.
- Liaise with offsite booking teams and catering suppliers.
- Assist with hospitality and refreshments for client meetings.
- Deliver end-to-end event support including room allocation, layout planning, seating, and hospitality requirements.
- Send required 24-hour booking confirmations.
- Support visitor flow to enhance the event experience.
- Troubleshoot event issues, create pre-event schedules, and compile post-event feedback.
- Collaborate with central events teams on multi-site events.
- Provide additional support to Workplace Experience Specialists where needed.
- Actively contribute to high service standards across all One Team service lines.
- Work closely with all One Team suppliers to deliver a consistent, integrated service.
- Proactively complete quick fixes (“ten-second tasks”) to maintain high standards across the workspace.
- Experience in workplace services, hospitality, front-of-house, or facilities roles.
- Excellent customer service and communication skills, confident with all stakeholder levels.
- Skilled in Microsoft Teams, MS Office, ServiceNow, EMS, and workplace technologies.
- Confident supporting AV, IT peripherals, and office equipment.
- Well-organised, adaptable, and able to handle both planned and reactive tasks.
- Calm, responsive, and solutions-driven when dealing with incidents or queries.
- Report any equipment or process issues affecting safety or service delivery.
- Use work equipment and PPE correctly and in line with all training.
- Escalate training needs or concerns to your line manager.
- Follow all SPS policies and procedures consistently.
SPS is committed to an inclusive and diverse workplace. Employee networks support gender equality, LGBTQIA+ colleagues, neurodiversity, disability, wellbeing, cultural identity, menopause, domestic abuse support, and men’s wellbeing. SPS is a Disability Confident employer and provides reasonable adjustments, with guaranteed progression to the next stage for eligible disabled applicants.
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