Description:
In this role, you will be responsible for leading and coordinating all workplace experience, hospitality, front-of-house, concierge, customer-facing, and soft service operations across a premium executive environment. The role will oversee multiple service providers, ensuring seamless service delivery, exceptional workplace presentation, executive readiness, and outstanding customer experience.
This role is ideally suited to an individual with a strong background in luxury hospitality, premium corporate workplaces, executive environments, or high-profile customer-facing operations. The successful candidate will act as the custodian of workplace experience standards, ensuring all services consistently reflect the expectations of a world-class headquarters environment.
Key Responsibilities
Workplace Experience & Executive Environment Management
- Lead the delivery of workplace experience services across the headquarters environment.
- Ensure executive offices, boardrooms, meeting spaces, client-facing areas, and premium workplace environments are maintained to the highest standards at all times.
- Oversee meeting room readiness, executive support services, hospitality arrangements, and workplace presentation standards.
- Ensure seamless support for C-suite executives, VIP visitors, and key client meetings.
- Develop and maintain workplace experience standards, operating procedures, and service protocols.
Hospitality, Front-of-House & Customer Experience
- Oversee hospitality, concierge, reception, guest relations, food and beverage, and front-of-house services.
- Ensure exceptional visitor, employee, and customer experiences across all touchpoints.
- Manage VIP and VVIP visits, executive events, conferences, and special functions.
- Coordinate service delivery across hospitality partners and support vendors.
- Drive continuous improvement initiatives focused on service excellence and customer satisfaction.
Supplier Governance & Performance Management
- Manage all soft service providers, including cleaning, hospitality, concierge, waste management, landscaping, pest control, and specialist vendors.
- Monitor supplier performance against agreed KPIs, SLAs, and workplace standards.
- Conduct audits, inspections, quality reviews, and customer experience assessments.
- Lead supplier review meetings and service improvement initiatives.
- Develop corrective action plans and ensure successful close-out of service issues.
Operational Excellence
- Maintain exceptional standards across workplace presentation, cleanliness, hospitality, and customer-facing services.
- Conduct routine inspections of executive areas, meeting rooms, washrooms, reception areas, dining facilities, and other premium spaces, supported by a team of Guest Relation Hosts.
- Support operational mobilisation, transitions, and service enhancement initiatives.
- Ensure compliance with all health, safety, environmental, and operational requirements.
Stakeholder Engagement
- Build strong relationships with client stakeholders, executive assistants, workplace teams, and service providers.
- Act as the primary escalation point for workplace experience and soft services matters.
- Support governance meetings, operational reviews, and business performance reporting.
- Present service performance updates and continuous improvement initiatives.
About You
The ideal candidate will have
- Significant experience managing workplace experience, hospitality, or soft services within premium corporate headquarters, luxury hospitality, government, or high-profile customer-facing environments.
- Proven experience managing multiple service providers and outsourced service contracts.
- Strong understanding of executive workplace operations and C-suite support requirements.
- Experience managing hospitality, food and beverage, concierge, reception, and front-of-house services.
- Strong stakeholder management and customer service skills.
- Experience developing and managing KPI and SLA frameworks.
- Exceptional communication, presentation, and leadership skills.
- A passion for service excellence and creating outstanding workplace experiences.