Workplace Experience Lead

Workplace Experience Lead

Role Summary

The Workplace Experience Lead is responsible for delivering a seamless, high-end workplace experience across meeting spaces, events, and daily office operations. Acting as a central point of coordination, the role ensures that all client-facing and internal environments reflect the company's standards of excellence, professionalism, and discretion. Known for delivering calm, solutions-driven service in high-pressure environments where precision and discretion are critical. Delivered seamless, high-touch workplace and client experiences within a fast-paced investment banking environment, ensuring premium service standards across meetings, events, and executive interactions. To deliver a seamless, premium workplace and client experience by orchestrating the daily operations of meeting spaces, hospitality services, and events within a high-performance corporate environment. This role is critical to shaping how the organization is experienced day-to-day. It sits at the intersection of operations, service, and brand perception. Known for elevating service standards, optimizing operations, and creating frictionless experiences for senior stakeholders and clients. Operates at the intersection of hospitality, operations, and brand - ensuring every interaction reflects excellence.

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Experience

• Delivered high-touch workplace and client experience within a fast-paced investment banking environment, ensuring seamless execution of meetings, events, and executive interactions

• Orchestrated end-to-end coordination of meeting rooms, AV, and catering, maintaining five-star presentation standards across all spaces
• Acted as a front-of-house ambassador, confidently engaging senior stakeholders and VIP clients with professionalism and discretion
• Anticipated and resolved operational challenges in real time, ensuring a frictionless experience under constant time pressure
• Managed relationships with external vendors (catering, facilities, floristry), driving service quality and consistency
• Supported delivery of internal and client-facing events, from boardroom briefings to large-scale activations
• Maintained oversight of pantry services and workplace environments, ensuring premium standards across the office
• Utilized workplace systems (e.g., Condeco/EMS) to manage bookings, reporting, and service optimization
• Contributed to a culture of excellence, efficiency, and attention to detail, enhancing overall workplace perception

Key Responsibilities

Workplace & Meeting Experience

• Coordinate and oversee meeting room bookings, setups, and turnovers
• Ensure all spaces are immaculately presented at all times (think five-star hotel, not office)
• Manage AV requirements and liaise with IT support teams
• Anticipate needs before they're spoken (this is the real skill, not reacting)
• Own the end-to-end coordination of meeting rooms and shared spaces
• Ensure all environments consistently reflect five-star hospitality standards
• Act as the central point of coordination between teams (Facilities, IT, Security)

Client & Guest Experience

• Welcome senior stakeholders, clients, and VIP guests with polish and confidence
• Act as a front-of-house ambassador for the firm
• Handle last-minute requests with calm authority (because there will always be last-minute chaos)
• Welcome and support senior stakeholders, executives, and clients
• Represent the firm with confidence, polish, and discretion
• Build trust through reliability and attention to detail

Food & Beverage Coordination

• Organize catering for meetings, events, and executive requirements
• Partner with vendors to ensure quality, timing, and presentation are flawless
• Maintain pantry standards and stock levels across the office
• Coordinate catering and pantry services across the office
• Maintain quality control and presentation standards
• Anticipate demand and adapt to last-minute changes

Event Support

• Assist in the delivery of internal and external events (from boardroom lunches to large-scale activations)
• Coordinate logistics: room setup, guest lists, catering, materials
• Support post-event breakdown and feedback loops
• Support planning and execution of internal and external events
• Manage logistics including room setup, guest experience, and service delivery
• Ensure flawless execution from setup to breakdown

Operations & Vendor Management

• Liaise with external suppliers (catering, florists, cleaning, etc.)
• Monitor service quality and escalate issues when needed
• Support cost control and basic budget tracking
• Liaise with external suppliers and monitor performance
• Escalate issues and drive continuous improvement
• Support cost awareness and operational efficiency

Administration & Systems

• Use booking systems and workplace platforms (e.g., EMS, Condeco)
• Maintain accurate records of bookings, services, and requests
• Produce basic reports on usage and service performance

Skills & Experience

• Experience in corporate hospitality, luxury hotels, or high-end service environments
• Strong organizational skills with obsessive attention to detail
• Ability to remain composed under pressure (grace under fire is non-negotiable)
• Excellent communication and stakeholder management skills
• Proactive mindset - sees problems before they exist
• Professional presentation and discretion at all times
• Background in corporate hospitality, luxury hotels, or high-end service environments
• Strong organizational and multitasking ability
• Calm, composed, and solutions-driven under pressure
• High level of emotional intelligence and stakeholder awareness
• Naturally proactive - acts before being asked