Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The Guest Experience Events & Concierge Lead plays a critical role in shaping the day-to-day guest experience through effective and efficient resource and services management across event and training room suites. This role ensures moments run flawlessly, creating smooth, consistent, high-quality experiences that enhance the firm’s professional image and enable teams to focus on client service.

Responsibilities

• Act as the first point of contact for all event and concierge enquiries, delivering a warm, proactive, and solutions-focused service.
• Manage the full lifecycle of internal and external events, ensuring seamless, high-quality experiences.
• Build strong internal relationships to understand and anticipate needs.
• Liaise between BD, events, guest services, hospitality, catering, and AV teams.
• Provide personalized support for VIP visits, senior leadership meetings, client events, internal events, and time-sensitive requests.
• Gather feedback to continuously refine service standards and enhance client experience.
• Lead and develop the Concierge team, setting objectives and mentoring progression.
• Drive the Concierge department, ensuring stakeholders are aware of services and contact details.
• Collate and deliver accurate reports on information as requested.
• Review and implement new best practices for Front of House Services.
• Take full ownership when covering the Concierge role and/or reception duties.
• Ensure all functions are carried out in accordance with stipulated protocols and procedures.
• Ensure the team functions to professional and consistent standards.
• Ensure the team is correctly attired and projects a professional image.
• Manage the full end-to-end bookings process for event spaces.
• Oversee event logistics including catering, technology, room layouts, and additional services.
• Work closely with Reception, Hospitality, IT, and Workplace teams for flawless execution.
• Prepare daily/weekly briefings and schedules for service delivery teams.
• Support hybrid meeting setups, coordinating with IT for virtual components.
• Duty manage all events in person to assist and coordinate.
• Perform daily manual handling tasks, such as lifting and moving equipment and furniture.
• Maintain accurate booking records using scheduling tools and databases.
• Monitor event space utilisation, tracking data and producing management reports.
• Identify opportunities for improved efficiencies in service delivery.
• Ensure event spaces are consistently presented to high standards.
• Assist with the development and implementation of service procedures and best-practice guidelines.
• Reconcile costs of services and support budget monitoring.
• Keep the St James Operations Manual, occupiers’ procedures, and phone database up to date.
• Report accidents or incidents where appropriate.
• Be ready to greet at the allocated time.
• Maintain good working relationships with colleagues.
• Manage difficult calls and/or distressed callers calmly and professionally.
• Adhere to St James policies, procedures, code of conduct, and emergency procedures.

Requirements

• Proven experience in meeting and event coordination, hospitality, or workplace services within a professional or corporate environment.
• Exceptional customer service skills with a genuine passion for delivering outstanding client experiences.
• Strong organisational abilities and the capacity to manage multiple tasks simultaneously.
• High attention to detail and a proactive problem-solver.
• Strong communication and relationship-building skills.
• Confident user of booking systems, scheduling tools, and Microsoft Office.
• Professional, polished, and confident when dealing with senior stakeholders and clients.
• Highly organised and client-focused.
• Calm under pressure, with a positive and solutions-orientated mindset.
• Ability to work in a fast-paced environment and flexible according to business needs.
• Proactive, adaptable, and comfortable working in a fast-paced environment.
• A team player who thrives in a collaborative, service-driven culture.
• Excellent punctuality, approachable leader with a can-do attitude.
• Excellent command of the English language, both verbal and written.
• Exceptional interpersonal skills, flexible to work with a range of styles and personalities and according to business demands.
• Experience in a professional services firm (legal, financial, consultancy, etc.) is preferable.
• Knowledge of hybrid meeting solutions and AV/IT support is preferable.
• Experience coordinating VIP visits or high-profile meetings and events is preferable.

Skills

• Customer Service
• Event Coordination
• Concierge Services
• Hospitality
• Workplace Services
• Relationship Building
• Communication
• Organisation
• Problem-Solving
• Microsoft Office
• Booking Systems
• Scheduling Tools
• Team Leadership
• Adaptability
• Time Management
• Interpersonal Skills
• Hybrid Meeting Solutions
• AV/IT Support

Location

• On-site

Work Type

• Full-time

Experience Level

• Lead

About the Company

• St James provides a high level of customer service and professionalism to its customers and clients.
• In a professional services environment, every interaction counts — meetings and events drive decisions, relationships, and results.