Guest Services & Customer Experience Coordinator

Job Purpose

The Guest Services Coordinator 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.

Meeting Room & Bookings Support

• 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.

Events Support

• 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.

Support for Workplace Experience Team

• Provide additional support to Workplace Experience Specialists where needed.
• Actively contribute to high service standards across all One Team service lines.

One Team Collaboration

• 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.

Skills & Experience

• 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.

Health & Safety

• 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.

Equal Opportunities

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.