Group Reception Manager and Workplace Experience Lead

Purpose of the Role

The Group Reception Manager and Workplace Experience Lead (GRMWEL) is responsible for setting and maintaining standards across reception services, meeting room management, hospitality services, visitor management, and internal events.

The role will develop training plans and Standard Operating Procedures (SOPs) for the reception team to establish a consistent Group-wide standard across all The Fidelis Partnership and Pine Walk Capital Ltd reception functions, sharing best practice across all locations.

The GRMWEL will also take ownership of contracts relating to food, drink, and hospitality services, ensuring the delivery of high-quality products alongside best value for money on Facilities-managed expenditure.

Key Responsibilities

Team Management

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• Build a professional reception team that collaborates and shares best practice across all locations.
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• Conduct regular appraisal meetings and set structured, achievable goals to promote personal development and encourage ownership of career progression.
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• Develop training plans to enhance team skills, standardise knowledge, and continuously improve service quality.
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• Recruit team members to build a stable and committed team of professional receptionists.
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• Manage relationships with both permanent employees and supply partners, promoting a "one team" culture.
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Health, Safety, Security & Environmental Management (HSSE)

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• Ensure all reception tasks are carried out safely to prevent accidents and ill health, including workstation assessments for all team members.
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• Ensure contractors, suppliers, and associated services are registered on relevant company security systems and that records are maintained for Health & Safety reporting purposes.
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• Maintain reception-related compliance documentation for The Fidelis Partnership, Pine Walk Capital Ltd, and associated companies using the company's preferred H&S monitoring tool, in line with agreed KPIs.
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• Ensure all team members are trained in relevant building Health & Safety procedures and understand their responsibilities in incident management.
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• Act as Chief Fire Warden for 22 Bishopsgate evacuations in the absence of the Facilities Management team.
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• Support The Fidelis Partnership's Environmental Policy by promoting green initiatives, reducing waste, improving recycling, and procuring sustainable products and services where possible.
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• Maintain building security by ensuring all relevant team members follow established security procedures.
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Front of House

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• Develop and maintain SOPs for all reception activities across locations with dedicated reception teams. Audit and test procedures regularly to ensure they remain clear, effective, and robust. Review annually or following significant changes.
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• Ensure reception coverage is maintained throughout office opening hours and that all reception staff consistently deliver service in line with Fidelis expectations.
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• Visitor Management: Ensure teams are fully trained on security procedures and guest registration processes across all UK locations.
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• Guest Experience: Ensure every guest receives a professional and welcoming experience. Maintain service standards equivalent to, or exceeding, a five-star hotel environment. Address service issues promptly with a focus on continuous improvement.
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• Meeting Room Management: Conduct daily checks to ensure meeting rooms are clean, comfortable, fully stocked with stationery, and equipped with functioning AV technology. Ensure reception teams are aware of daily bookings, host details, catering requirements, guest names, and expected arrival times.
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• Mail Services: Oversee the secure and efficient handling of incoming mail and courier deliveries. Ensure recipients are notified on the day of arrival and that uncollected items are stored securely.
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• Wellness Scheduling: Manage Wellness Room bookings and schedules to maximise service utilisation and ensure therapists and equipment are supported effectively. Monitor attendance data for management reporting purposes.
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• Drive best practice sharing across all Fidelis and associated offices to maintain exceptional service standards.
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• Provide management information and reporting relating to reception services and activities.
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Event Management

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• Develop and promote an annual calendar of internal staff events to encourage collaboration and engagement across departments within 22 Bishopsgate.
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• Manage the planning and delivery of internal and external events at 22 Bishopsgate and The Forum, Lime Street, ensuring a safe, well-organised environment and a five-star experience that exceeds expectations.
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• Collaborate with internal support teams, including cleaning, audio-visual, and catering providers, as well as external suppliers.
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• Produce and manage weekly event schedules and plans.
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• Act as an ambassador for best practice in event management, providing guidance and support across the business.
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• Set up and clear event spaces, including food and beverage service, and move furniture and equipment where required in accordance with Health & Safety and manual handling guidelines.
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Supplier Management

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• Maintain a detailed understanding of supplier contracts relating to reception services, ensuring adherence to budgets, KPIs, SLAs, and compliance requirements.
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• Hold regular supplier review meetings to foster strong partnerships and drive best-in-class office services across all Fidelis locations.
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• Oversee cleaning schedules to maintain the highest standards of cleanliness throughout all offices.
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• Manage reception-related expenditure, ensuring costs are controlled and accurately recorded to support future budgeting requirements.
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Skills & Experience

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• Hands-on leadership style with a strong commitment to exceptional customer service and a proactive, can-do attitude.
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• Excellent communication skills, with the ability to build relationships and engage confidently with colleagues at all levels, from service teams to senior executives.
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• Strong decision-making skills with the ability to remain calm, assess situations quickly, and minimise business disruption.
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• A natural problem solver who takes ownership and follows issues through to resolution.
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• Highly organised, proactive, and detail-oriented, with a strong work ethic.
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• Proficient in Microsoft Office applications, particularly Word, Outlook, and Excel, with a willingness to learn new systems.
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• Good understanding of Health & Safety and Compliance requirements within an office environment.
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• Flexible and adaptable approach to work, including responding to ad hoc requests.
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• Able to work independently while maintaining a positive and professional attitude under pressure.
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Our Values

This role reflects one of The Fidelis Partnership's core ethos:

"We are underpinned by a strong ethical belief with a desire to add value not only to our customers and investors but also to our broader stakeholders. We actively avoid trading with industries that cause harm to people, the environment and animals. We provide development opportunities to our employees, taking action to advance diversity and inclusion, being environmentally responsible, and volunteering for and supporting charitable activities in our communities and worldwide."