Guest Experience Events & Concierge Lead

Overall Purpose

The Guest Experience Events & Concierge Lead will be permanently based on site on a tenant floor, between multiple floors to assist the meeting rooms set-ups and events set-ups. May need to cover the reception desk sometimes depending on the needs of the business.

As a Guest Experience Events & Concierge Lead you represent St James and St James’ clients. We provide our customers and clients with a high level of customer service and professionalism. To go the extra mile to keep our customers and clients happy.

To liaise with the occupiers and make the building your own, always keeping in mind a 5* customer service approach.

In a professional services environment, every interaction counts — meetings and events drive decisions, relationships, and results.

The Guest Experience Event & Concierge Lead plays a critical role in shaping the day‑to‑day guest experience through their effective and efficient resource and services management across the event and training room suites.

This role ensures those moments run flawlessly. By creating smooth, consistent, high‑quality experiences, the GEEC not only enhances the firm’s professional image but also enables our teams to focus on delivering outstanding client service.

Client Service & Experience

• Act as the first point of contact for all event and concierge enquiries, delivering a warm, proactive, and solutions‑focused service.
• Excel at providing outstanding customer service while managing the full lifecycle of internal and external events. This role is central to ensuring colleagues, clients, and visitors receive a seamless, high-quality experience from initial enquiry through to event delivery.
• Build strong internal relationships across all levels of the business to understand needs and anticipate requirements.
• Act as the conduit liaison between the BD and events teams, guest services, hospitality, catering and AV teams.
• Provide personalised support for VIP visits, senior leadership meetings, client events, internal events and time‑sensitive requests.
• Gather feedback to continuously refine service standards and enhance the overall client experience.
• Lead and develop the Concierge team to the highest standard, set objectives and mentor their progression into assisting with event coordination.
• Drive forward the Concierge department ensuring internal stakeholders are aware of their presence, available services and contact details.
• To collate and deliver accurate reports on all aspects of information as requested from the client
• Review of existing standards and procedures while implementing new best practices to ensure a seamless delivery of Front of House Services
• To take full ownership when covering the Concierge role and / or reception duties.
• Ensuring that all functions are carried out in accordance with stipulated protocols and procedures.
• Ensuring that the team function to the professional and consistent standards expected so as to provide a high level of customer focus to meet the business needs
• Ensuring that the team are correctly attired and project a professional image at all times

Event Coordination

• Manage the full end-to-end bookings process, ensuring optimal use of all event spaces.
• Oversee event logistics including catering, technology requirements, room layouts, and any additional services.
• Work closely with Reception, Hospitality, IT, and Workplace teams to ensure flawless execution.
• Prepare daily/weekly briefings and schedules, ensuring all service delivery teams are aligned and informed.
• Support hybrid meeting setups, coordinating with IT for virtual components where required.
• Duty manage all events in person to assist and coordinate, be the face of the firm and provide an exceptional lasting impression of the firm.
• The role involves daily manual handling tasks, such as lifting, moving, and setting up equipment, furniture and materials. The successful candidate must be physically capable of carrying out these duties safety and in accordance with health and safety regulations.

Operational Excellence

• Maintain accurate booking records using the firm’s scheduling tools and databases.
• Monitor event space utilisation, tracking data and producing management reports.
• Working with the Guest Experience and Hospitality Managers to Identify opportunities for improved efficiencies in service delivery across the touch points of client journey.
• 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 where relevant.
• Making sure the relevant St James Operations Manual, occupiers’ procedures, phone database is up to date.
• Where appropriate, reporting of accidents or incidents.
• To be “in post” ready to greet at allocated time.
• To maintain good working relationships with colleagues.
• Manage difficult calls and/or distressed callers in a calm and professional manner
• Adhering to St James policies and procedures, code of conduct and to be fully conversant with the emergency procedures in relation to Health & Safety issues.
• Any other duties as deemed necessary to support the client, customer, colleagues and St James.

Knowledge, skills & experience

Essential

• 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 to support the delivery of exceptional workplace experiences.
• Calm under pressure, with a positive and solutions‑orientated mindset. Ability to work in a fast-paced environment and flexible according to the 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.

Preferable

• Experience in a professional services firm (legal, financial, consultancy, etc.).
• Knowledge of hybrid meeting solutions and AV/IT support.
• Experience coordinating VIP visits or high‑profile meetings and events.