Coordinator, Reception & Guest Experience - London Office
Omers
London
Permanent
Full-time
1 month ago
Choose a workplace that empowers your impact.Join a global workplace where employees thrive. One that embraces diversity of thought, expertise and passion. A place where you can personalize your employee journey to be — and deliver — your best.We are a leading global real estate investor, developer and manager. We combine our capital with our capabilities to create real estate that strengthens economies and communities. By prioritizing people, partnerships and places, we generate meaningful returns for OMERS members, enhance value for our capital partners and create a brighter world for our customers.Join us to accelerate your growth & development, prioritize wellness, build connections, and support the communities where we live and work.Don’t just work anywhere — come build tomorrow together with us.Know someone at OMERS or Oxford Properties? Great! If you're referred, have them submit your name through Workday first. Then, watch for a unique link in your email to apply.Role reports directly to the Lead, Office Experience Manager and above.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.This individual oversees key service platforms such as ServiceNow and EMS, manages reception protocols, tracks sustainability metrics, 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, manages 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 to model excellence, professionalism, and continuous service improvement.Core ResponsibilitiesGuest ExperienceServe 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 and DSE follow-ups.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).ReceptionSupport day-to-day running of reception, including:Visitor sign-in and pass issueSwitchboard call handlingCourier, mail, and post processingWeekly grocery and stationery orderingBusiness collateral ordering and contractor coordinationTemporary reception cover coordinationBooking and confirming transport for visitorsWeekly internal OMERS guest communicationsEnsuring reception and waiting areas remain immaculateFacilities & Platform ManagementManage 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.Attend monthly meetings with Building Management and maintain landlord relationship.Coordinate minor permit requests and vendor access logistics via Vicinitee.Oversee supplies and equipment related to DSE assessments and ad hoc operational needs.Access Control & SecurityMaintain 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.Technology & Booking PlatformsUse EMS daily to oversee room bookings and ensure efficient space usage.Provide EMS training for new joiners and troubleshooting user issues.Generate monthly reports on room utilisation and cancellations.Maintain a productive relationship with EMS support team.Sustainability & Budget TrackingTrack and report on workplace metrics, including paper use, food and coffee consumption, waste, etc.Manage light budget lines such as stationery and office supplies.Identify cost efficiencies or greener alternatives where appropriate.Event & Culture SupportSupport 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.Light Contract & Vendor ManagementSupport day-to-day relationship management with key vendors (e.g., plant contractors, business collateral supplier, and any other).Carry out light RFPs or supplier research when required (e.g., ground transportation options).Ensure suppliers meet service expectations and provide timely feedback.Provide holiday cover for Office Experience Manager as required.Key Skills & ExperienceMinimum 5 years’ experience in a high-end corporate reception, workplace or client experience roleProven ability to take ownership and work independently, while maintaining strong team alignmentImpeccable interpersonal skills with warm, confident, and professional demeanourStrong organisational skills and the ability to manage multiple priorities seamlesslyProactive, solutions-oriented, and resourceful. Able to take initiative without being promptedHighly attentive to detail and committed to delivering premium experiencesConfident communicator, both written and verbalTechnologically adept (Microsoft Office Suite, EMS, ServiceNow, or similar platforms)Experienced in navigating light contract/vendor relationships and budget trackingStrong understanding of discretion, confidentiality, and professional conductOxford's purpose is to strengthen economies and communities through real estate.Our people-first culture is at its best when our workforce reflects the communities where we live and work — and the customers we proudly serve.From hire to retire, we are an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process that extends all the way through your employee experience. This sense of belonging and connection is cultivated up, down and across our global organization thanks to our vast network of Employee Resource Groups with executive leader sponsorship, our Purpose@Work committee and employee recognition programs.
