For the next blog in our ongoing ‘DayMaker in 5‘ series, we spoke with… not a DayMaker! Lauren Bibby is the guest services account manager at On Verve, where she oversees a portfolio of sites spanning Manchester and Glasgow down to Birmingham and London.
We spoke to Lauren about her role, how she developed from a DayMaker position, and how she supports her teams and clients every day.
What does a typical day look like for you?
My role is reactive and can change day-to-day. At times, it can feel crazy, but that’s kind of why I love it. Before I start my day, I like to head out for a run. Then I move straight into my team check-ins, making sure everyone’s in and accounted for, and getting a sense of what’s ahead. If my diary allows it, I’ll head out to visit sites across Manchester or further afield, checking in with DayMakers and clients face-to-face. I also help interview and bring in new DayMakers across our sites as our teams grow nationally.
A good chunk of my week involves client meetings, from KPI reviews to planning on-site events. On the odd occasion, I support DayMakers on the front desk directly as they greet guests, which takes me back to where I started four and a half years ago.
Things can change at the drop of a hat – a recent example was a flagged security concern that I had to turn my attention to immediately. It was resolved swiftly as it didn’t actually involve the DayMaker team, but it meant dropping everything to get to the bottom of it fast.
What has been a key learning moment for you?
I think there are two standout moments – one where I learned from my mistake, and one where I helped develop the office culture for my clients.
When I first joined On Verve as a mobile DayMaker, I was fresh out of hospitality and new to working in a client-facing position. I wasn’t as familiar with administrative processes and made an error when sending invites for our annual event, which led to some confusion. Though it was quickly solved, it taught me how to communicate when you’re in the wrong. It’s so easy to get defensive, but actually holding your hands up, saying you were wrong, and learning from your mistake matters more.
The happier story comes from a multi-tenant building I manage in Birmingham, home to 12 floors of corporate tenants who, before On Verve took over the contract, kept very much to themselves. Working alongside a new client and a new DayMaker on site, I helped introduce a programme of community building, from annual summer and Christmas parties to monthly coffee mornings with puzzles in reception. We added a coffee machine and a screen for news in the communal area too. People use the space now; they chat, and it’s a much nicer place to work. Those changes built up a community.
How has being part of On Verve helped you develop, either personally or professionally?
Professionally, I’ve sharpened how I write, present and manage relationships – skills I now use constantly in this corporate, client-facing world. I think you become a bit of a chameleon, moving between sites that range from formal and corporate to far more relaxed, adapting your approach to fit each client’s culture.
I first joined On Verve as a mobile DayMaker to fund a master’s degree in HR, and expected it to be just a flexible role, moving site-to-site as needed, which I could take on while I studied. But I found that I loved the role, and that my HR grounding could underpin my daily work, particularly the more sensitive side of people management. When a colleague or client flags concerns, I can use that background to work through what happened, reassure each person involved, and carefully come to the right solution.
How does your background help you flourish in your role?
Outside of my HR degree, I spent years in hospitality, managing a busy site for a national restaurant brand. It gave me a grounding that I draw on every day. In those positions, I had long hours, was constantly on my feet and dealt with people from all walks of life. Hospitality was one of the hardest jobs I’ve ever had, but it built the resilience and adaptability needed in guest services.
I have also spent my career in people-facing roles, which means that I know how to be sociable and have the kind of spark you need when you are around people all day.
What does being part of On Verve mean to you?
Even though my job title has changed, the spirit of being a DayMaker hasn’t gone anywhere. I guess we’re all DayMakers, aren’t we? We’re all doing the job together, making enjoyable, welcoming spaces for our clients.
For me, being part of On Verve comes down to strong connections. I can pick up the phone and ring my director or the head of operations, the same way our DayMakers can reach me.
That connectivity also comes down to being authentically yourself. When I interview DayMakers, I’m looking for that in every one of them. We can teach the skills of working in the reception, but we can’t teach that spark. You don’t have to be the loudest in the room; you don’t have to be the chattiest. But you have to be yourself, and confident in yourself. It’s that sparkle that we need.
Lauren is one of the many talented people who make up On Verve. Read more about the day-to-day work of her colleagues, our fabulous DayMakers, including Niamh Sibbald, Eliza Barcley, and Jessica Albuquerque. Find out more about our services and the work we have done for clients.