Soft Services & Workplace Experience Manager

The Soft Services & Workplace Experience Manager will be responsible for leading and coordinating all workplace experience, hospitality, front-of-house, concierge, customer-facing, and soft services operations within a premium executive environment. The role will oversee multiple service providers, ensuring seamless service delivery, exceptional workplace presentation, executive readiness, and an outstanding customer experience.

This role is ideally suited to an individual with a strong background in luxury hospitality, premium corporate workplaces, executive environments, or other high-profile customer-facing operations. The successful candidate will act as the custodian of workplace experience standards, ensuring that all services consistently reflect the expectations of a world-class headquarters environment.

Key Responsibilities

Workplace Experience & Executive Environment Management

• Lead the delivery of workplace experience services across the headquarters environment.
• Ensure executive offices, boardrooms, meeting spaces, client-facing areas, and premium workplace environments are maintained to the highest standards at all times.
• Oversee meeting room readiness, executive support services, hospitality arrangements, and workplace presentation standards.
• Ensure seamless support for C-suite executives, VIP visitors, and key client meetings.
• Develop and maintain workplace experience standards, operating procedures, and service protocols.
  

Hospitality, Front-of-House & Customer Experience

• Oversee all hospitality, concierge, reception, guest relations, food and beverage, and front-of-house services.
• Ensure exceptional visitor, employee, and customer experiences across all touchpoints.
• Manage VIP and VVIP visits, executive events, conferences, and special functions.
• Coordinate service delivery across hospitality partners and support vendors.
• Drive continuous improvement initiatives focused on service excellence and customer satisfaction.
  

Supplier Governance & Performance Management

• Manage all soft service providers, including cleaning, hospitality, concierge, waste management, landscaping, pest control, and specialist vendors.
• Monitor supplier performance against agreed KPIs, SLAs, and workplace standards.
• Conduct audits, inspections, quality reviews, and customer experience assessments.
• Lead supplier review meetings and service improvement initiatives.
• Develop corrective action plans and ensure the successful close-out of service issues.
  

Operational Excellence

• Maintain exceptional standards across workplace presentation, cleanliness, hospitality, and customer-facing services.
• Conduct routine inspections of executive areas, meeting rooms, washrooms, reception areas, dining facilities, and premium spaces, supported by a team of Guest Relations Hosts.
• Support operational mobilisation, transitions, and service enhancement initiatives.
• Ensure compliance with all health, safety, environmental, and operational requirements.
  

Stakeholder Engagement

• Build strong relationships with client stakeholders, executive assistants, workplace teams, and service providers.
• Act as the primary escalation point for workplace experience and soft services matters.
• Support governance meetings, operational reviews, and business performance reporting.
• Present services performance updates and continuous improvement initiative.
  

About You

The ideal candidate will have

• Significant experience managing workplace experience, hospitality, or soft services within premium corporate headquarters, luxury hospitality, government, or other high-profile customer-facing environments.
• Proven experience managing multiple service providers and outsourced service contracts.
• A strong understanding of executive workplace operations and C-suite support requirements.
• Experience managing hospitality, food and beverage, concierge, reception, and front-of-house services.
• Excellent stakeholder management and customer service skills.
• Experience developing and managing KPI and SLA frameworks.
• Exceptional communication, presentation, and leadership skills.
• A passion for service excellence and creating outstanding workplace experiences.
  

Key Skills

• Workplace Experience Management
• Executive and C-Suite Support
• Hospitality and Food & Beverage Operations
• Front-of-House and Concierge Services
• VIP and VVIP Event Management
• Customer Experience and Service Excellence
• Multi-Vendor Management
• Supplier Governance and Performance Management
• KPI and SLA Management
• Executive Workplace Standards
• Stakeholder Engagement
• Event and Meeting Room Management
• Operational Auditing and Quality Assurance
• Corporate Workplace Operations
• Continuous Improvement