Welcome Experience Manager & Deputy National Welcome Lead - #2123019

Are you a passionate leader with a background in workplace experience, guest services or hospitality? We're looking for an experienced and customer-focused Welcome Experience Manager & Deputy National Welcome Lead to join our team.

This is an exciting opportunity to lead Welcome Services at one of our client's flagship London locations while helping shape and influence service delivery across a national portfolio. You'll be responsible for creating exceptional experiences for visitors, clients and colleagues, while leading and developing a high-performing team.

As Deputy to the National Welcome Experience Lead, you'll also play a key role in driving operational excellence, service innovation and consistency across locations in London, Birmingham and Belfast. This is an ideal opportunity for someone looking to combine hands-on leadership with strategic influence and career progression.

Key Responsibilities:

Leadership & Team Development

• Lead, motivate and develop a high-performing Welcome Experience Team.
• Create a culture of excellence, accountability and continuous improvement.
• Manage recruitment, onboarding, training, coaching and performance.
• Support colleague development and succession planning.
• Ensure effective workforce planning and rota management.

Service Excellence

• Take ownership of Welcome Services within your location.
• Deliver exceptional experiences for visitors, clients and colleagues.
• Maintain outstanding standards across reception areas, meeting rooms, client lounges and event spaces.
• Drive service enhancements through innovation, coaching and feedback.

Stakeholder Management

• Build strong relationships with senior stakeholders across our client's organisation.
• Act as the lead contact for Welcome Services matters.
• Work collaboratively with Workplace Solutions, Catering, IT, AV, Cleaning and Security teams.
• Ensure service delivery consistently meets client expectations and contractual requirements.

Deputy National Leadership

• Support the delivery of national Welcome Services strategy and objectives.
• Provide leadership support and continuity when required.
• Assist with operational planning across multiple locations.
• Support service improvement, transformation and innovation initiatives.
• Monitor operational performance and identify opportunities for improvement.
• Produce reports and presentations to support senior decision-making.

Health, Safety & Compliance

• Promote a positive and proactive health and safety culture.
• Ensure compliance with company, client and statutory requirements.
• Manage risk assessments, audits and compliance reporting.
• Support emergency preparedness, incident management and sustainability initiatives.

What We're Looking For

Essential:

• Proven experience leading customer-facing teams.
• Background in workplace experience, guest services, corporate hospitality, front-of-house or luxury hospitality environments.
• Strong people management, coaching and performance management skills.
• Excellent stakeholder management and relationship-building abilities.
• Experience developing high-performing service cultures.
• Strong communication skills, both written and verbal.
• Experience developing and maintaining SOPs.
• Proficiency in Microsoft 365 and workplace technology systems.
• Knowledge of HR processes and employee relations.
• Ability to thrive in a fast-paced and evolving environment.

Desirable:

• Multi-site operational management experience.
• Events management experience.
• Experience supporting transformation or strategic projects.
• Health & Safety qualifications or practical HSE experience.

Why Join Us?

• Lead Welcome Services within a flagship corporate environment.
• Influence service delivery across multiple locations.
• Play a key role in shaping national service standards and strategy.
• Build relationships with senior business stakeholders.
• Develop and lead a high-performing team.
• Drive innovation, continuous improvement and operational excellence.

This is an outstanding opportunity for an experienced Welcome, Guest Services, Front of House or Workplace Experience Manager looking to take the next step into a senior leadership role with both site and national responsibilities.

Diversity, Equity and Inclusion

At SPS, we believe diversity drives innovation and strengthens our ability to deliver outstanding service to our clients and communities.

We are committed to creating an inclusive workplace where everyone feels valued, respected and empowered to succeed. Through our employee-led inclusion networks and communities, we actively support diversity across gender, ethnicity, disability, neurodiversity, sexual orientation, religion and wellbeing.

We welcome applications from people of all backgrounds and are proud to be a Disability Confident Employer. Applicants with a disability who meet the essential criteria for the role will be progressed to the next stage of the recruitment process. Please let us know if you require any reasonable adjustments during the recruitment process.