Coordinator, Reception & Guest Experience - London Office

OMERS•London, CA

1d•Onsite

About The Position

This role supports the day-to-day operations of the London office, helping ensure a polished, welcoming, and highly efficient workplace for over 140 employees and an average of 100+ weekly visitors. The Coordinator, Reception & Guest Experience plays a key role in front-of-house service delivery, guest experience, facilities coordination, and light vendor and budget oversight. Acting as Coordinator, Reception & Guest Experience, this individual supports key service platforms such as ServiceNow and EMS, follows established reception protocols, assists with basic reporting, and supports access control administration. The role is both hands-on and autonomous, requiring a proactive, detail-oriented individual who thrives in a premium corporate environment. In addition to delivering consistently high hospitality standards and ensuring daily operations run smoothly, the position supports internal cultural events, supports light supplier relationships, contributes to onboarding, and ensures compliance with DSE and health & safety requirements. This role reports to the Office Experience Manager and is expected learn and consistently apply agreed standards and ways of working.

Requirements

Experience in a high-end corporate reception, workplace or client experience role
Proven ability to take ownership and work independently, while maintaining strong team alignment
Impeccable interpersonal skills with warm, confident, and professional demeanour
Strong organisational skills and the ability to manage multiple priorities seamlessly
Proactive, solutions-oriented, and resourceful. Able to take initiative without being prompted
Highly attentive to detail and committed to delivering premium experiences
Confident communicator, both written and verbal
Technologically adept (Microsoft Office Suite, EMS, ServiceNow, or similar platforms)
Strong understanding of discretion, confidentiality, and professional conduct

Nice To Haves

Exposure to vendor coordination or operational support is desirable.

Responsibilities

Serve as a key face of the office, alternating with reception to welcome and host visitors in a polished, professional, and engaging manner.
Proactively manage the guest journey, including iPad check-ins and hospitality touchpoints in our redesigned space.
Conduct daily meeting room checks to ensure all spaces are presentation-ready and meet our high operational standards.
Coordinate office tours and onboarding experiences for new joiners, including H&S walkarounds.
Support delivery of a warm, inclusive and inspiring workplace culture through proactive ideas and initiatives.
Track and report guest and meeting metrics monthly (e.g., room usage, cancellations, visitor volumes).
Support day-to-day running of reception, including: Visitor sign-in and pass issue Switchboard call handling Courier, mail, and post processing Weekly grocery and stationery ordering Business collateral ordering and contractor coordination Temporary reception cover coordination Booking and confirming transport for visitors Weekly internal OMERS guest communications Ensuring reception and waiting areas remain immaculate
Manage ServiceNow tickets daily, ensuring prompt closure and follow-up across cleaning, maintenance, and IT queries.
Liaise with landlord via Vicinitee, raising and monitoring maintenance/fabric issues and service levels.
Coordinate minor permit requests and vendor access logistics via Vicinitee.
Oversee supplies and equipment related to DSE assessments and ad hoc operational needs.
Maintain access control logs and support internal audits through rigorous data housekeeping.
Create and deactivate passes for joiners/leavers via security system.
Ensure sufficient supply of blank access cards and maintain alignment with Savills.
Cascade any building or protest alerts from Savills to the London office.
Use EMS daily to oversee room bookings and ensure efficient space usage.
Asist with EMS training for new joiners and troubleshooting user issues.
Assist with data gathering for monthly reports on room utilisation and cancellations.
Maintain a productive relationship with EMS support team.
Track and report on workplace metrics, including paper use, food and coffee consumption, waste, etc.
Support tracking of light budget lines such as stationery and office supplies.
Flag potential improvements efficiencies or greener alternatives where appropriate.
Support the Office Experience Manager on internal events (e.g., I&D initiatives, cultural celebrations, arranging office Christmas decorations, annual employee appreciation week).
Contribute creative ideas to elevate workplace experience and build a sense of community.
Coordinate logistics and provide on-the-day support as needed.
Support day-to-day relationship management with key vendors (e.g., plant contractors, business collateral supplier, and any other).
Support supplier research when required.
Ensure suppliers meet service expectations and provide timely feedback.