Alice Purton
London
Summary
Accomplished professional with extensive expertise in guest satisfaction improvement strategies and reception operations management. Demonstrated leadership in high-pressure scenarios, ensuring adherence to occupational safety and health procedures. Proven track record in recruitment and training, meeting room management, and reception budget handling. Skilled in supplier negotiation, client service excellence, reporting and documentation, staff appraisals, revenue analysis, people management, reception procedure development, and financial reporting. Committed to driving operational efficiency and enhancing client experiences while pursuing opportunities for career advancement within the hospitality industry.
Overview
10
10
years of professional experience
Work History
Reception Manager
Bridgepoint
03.2023 - 04.2025
- Client Experience Excellence: Oversee the client experience for the London office and global HQ by setting and maintaining best-in-class service standards across the team.
- Operational Leadership: Responsible for client-facing services including reception, switchboard, Business Suite, AV and meeting room tech, and events.
- Strategic Stakeholder Engagement: Maintain strong relationships with senior stakeholders; developed SOPs and best practices with New York office.
- Front-of-House Audits & Compliance: Developed SOPs and H&S manuals, led training and documentation updates to meet legal requirements.
- Client-Centric Relationship Management: Built internal networks to anticipate and exceed client expectations.
- Issue Resolution & Service Liaison: Acted as main contact for all client and tenant issues, ensuring high satisfaction.
- Resource & Space Management: Coordinated room bookings with AV and catering to maintain high service standards.
- Team Leadership & Development: Recruited, trained, and managed a high-performing team, supporting career growth.
- Data & Performance Analysis: Used operational data and metrics to drive service improvements and cost efficiencies.
- Financial Oversight: Managed budgets and supplier contracts; improved florist and transport services.
- Executive Communication: Represented department in leadership forums; led cost reviews and catering service efficiency projects.
Reception Team Leader
Linklaters
London
03.2019 - 02.2023
- Company Overview: London
- Team Management & Development: Led reception team with full responsibility for recruitment, training, appraisals, and development.
- Internal Communication: Hosted team meetings, produced monthly newsletters, and shared updates and SOPs.
- Operational Leadership: Managed reception desk operations, ensuring high standards across all service channels.
- Meeting & Event Coordination: Oversaw meeting room bookings, facilities, and catering services (CABS).
- Stakeholder Liaison: Coordinated daily with catering, IT, and AV teams for smooth, client-centric service delivery.
- HR & Reporting: Maintained People Matters HR records, processed overtime, and produced service level and billing reports.
- H&S Oversight: Owned and updated SOPs and H&S documents, ensuring compliance and staff training.
- Training & Remote Support: Delivered virtual training via MS Teams and Webex during lockdown; developed visitor email templates for pandemic safety.
Account Manager
Office Concierge
London
10.2018 - 03.2019
- Company Overview: London
- Client Account Management: Managed 31 London sites, supporting 80+ staff and maintaining high client satisfaction.
- Reporting & Performance Analysis: Presented tailored service reports to clients aligned with SLAs.
- Recruitment & Team Development: Recruited and placed suitable candidates; conducted regular site visits and performance reviews.
- H&S Oversight: Maintained and updated Health & Safety documentation across contracts.
- Administrative Support: Applied strong organisational skills to ensure timely and efficient issue resolution.
- London
Reception Team Leader
Arup
London
07.2017 - 10.2018
- Company Overview: London
- Team Leadership: Managed reception services across two HQ buildings, leading by example in a hands-on role.
- Strategic Service Delivery: Drove improvements to service offerings and implemented new working practices.
- Scheduling & Resource Management: Managed rotas, booked agency cover, and coordinated FOH staffing.
- Budget Oversight: Managed budget, processed payroll, and handled financial reporting.
- Event Support & Coordination: Supported internal events and collaborated with facilities, IT, and catering.
- Client Service Standards: Maintained consistently high standards of service across all client interactions.
- London
Customer Service Manager
University of Hertfordshire
11.2015 - 07.2017
- Team Management: Recruited, trained, and led a 10-person customer service team across FOH and call center.
- Service Innovation: Developed SLAs and trained staff to improve standards and service delivery.
- Rota & Event Planning: Managed rotas in line with departmental needs and events calendar.
- Budget & Stock Control: Managed budgets, maintained retail stock levels, and analysed sales performance.
- Digital Transformation: Collaborated with developers to launch a self-service booking app.
- Marketing & Communications: Created training guides, manuals, and internal communications.
Corporate Receptionist
Buzzacott, Canon, and Lois Capital Markets
01.2015 - 11.2015
- Delivered high-standard reception services in a corporate environment.
- Supported FOH operations and ensured seamless guest experiences.
Education
BA (Hons) - Textile Design
De Montfort University
A Levels - English Literature, Fine Art, Media Studies, Communications, Photography
Skills
- Guest satisfaction improvement strategies
- Reception operations management
- Leadership in high-pressure scenarios
- Occupational safety and health procedures
- Recruitment and training
- Meeting room management
- Reception budget handling
- Supplier negotiation
- Client service excellence
- Reporting and documentation
- Staff appraisals
- Revenue analysis
- People Management
- Reception procedure development
- Financial reporting
Timeline
Reception Manager
Bridgepoint
03.2023 - 04.2025
Reception Team Leader
Linklaters
03.2019 - 02.2023
Account Manager
Office Concierge
10.2018 - 03.2019
Reception Team Leader
Arup
07.2017 - 10.2018
Customer Service Manager
University of Hertfordshire
11.2015 - 07.2017
Corporate Receptionist
Buzzacott, Canon, and Lois Capital Markets
01.2015 - 11.2015
A Levels - English Literature, Fine Art, Media Studies, Communications, Photography
BA (Hons) - Textile Design
De Montfort University
Similar Profiles
Nathalie FreemanNathalie Freeman
Leasing Consultant at Bridgepoint ApartmentsLeasing Consultant at Bridgepoint Apartments
Kyle AshfordKyle Ashford
Environmental Services Supervisor at BridgePoint Continuing Care - National HarborsideEnvironmental Services Supervisor at BridgePoint Continuing Care - National Harborside
Deidre D'AntonioDeidre D'Antonio
Director of Business Development at Bridgepoint Healthcare LTAC HospitalDirector of Business Development at Bridgepoint Healthcare LTAC Hospital