Next up in our staff blog series, is a familiar face to so many of our clients and visitors, our Reception Manager Roberto Goncalves.

At the QEII Centre, our reception and security team provide a warm welcome to all clients and delegates and Roberto embodies this customer-first ethos, always willing to go the extra mile to support their needs.

How long have you been working at the QEII Centre?

I have been with the Centre 32 years, working in several different roles. I have been in the Reception Manager role since 2011 but prior to that I was with QEII Taste as well as QEII Delivery, working with the cleaners and porters.

What are the key aspects of your role?

My role is mainly client facing and helping clients and delegates with any questions or information they need about the Centre. This is mostly in person, but I also help direct telephone enquiries to the relevant teams. I also have some internal responsibilities such as stationery and business cards etc. as well as managing ground floor events including the Wrap Up London coat collection and the Brunel meeting room.

What do you love most about your role?

Events are all about people and we are so fortunate to be the ones who greet the clients and delegates. We set the tone for the day for people visiting the Centre and it is essential that we leave them with a great impression of the Centre,

Being able to help our clients and delegates and feeling that you are making a difference to their day, no matter how big or small the request.

We are really lucky to have so many repeat clients that I have got to know well and it is really nice that they remember who I am and have a chat before going to see other team members

What three words would you use to describe the QEII Centre?

Connected, Trusted, Rewarding

Why would you use those words?

To me, it sums up the culture of the Centre and keeping our clients at the heart of everything we do. The connection and trust is something that we experience internally and externally. We have built a strong company culture and internal working relationships internally and this is reflected in the connected way we work but also with our clients. Everything we do is done with them in mind and ensuring the success of their event.

From a personal perspective, I have found my roles at the QEII Centre very rewarding. This includes what I do day to day but also through the company recognition schemes, where you are recognised if you go above and beyond.

How do you think events will change in the future?

My prediction – which I hope is wrong – is that Covid has changed the way we interact at events. Prior to Covid, you would have a handshake or a hug but now it feels uncertain how to interact, even with people you have known for a while, you can’t just take it for granted that people will want to act the same way when you next see them.

What have you taken out of the last eighteen months that you will continue to do?

During the lockdowns, I started exercising a lot more, especially cycling and I am looking to carry this on. I am cycling in to work regularly now and at home I bought an indoor cycle trainer that I use for 30 minutes each day and for an hour at weekends.

Tell us something that people won’t know about you

I won a police award, when I was at school in Pimlico. A group of kids not related to the school were trying to steal some fish from our school pond, we managed to stop them from doing so and called the police. For that we received a Prince and Princess of Wales coin medal!