An interview with Paul Jackson, Managing Director, Portico with EP Business in Hospitality

There has been a significant movement of change in workplaces across the country. Despite advancements in technology and the rise of hybrid working, the personal welcome and service support have never been more important. Over the last twenty-five years, the roles and skill levels in reception and guest services have evolved immeasurably. Today, the leading providers offer truly world-class standards. So, we asked: what drives this continued evolution, and what lies ahead?

Portico specialises in delivering tailored reception management and guest services, creating exceptional front-of-house experiences for businesses across the UK and Ireland. The company focuses on providing warm welcomes, seamless operational support, and environments that leave lasting impressions. Whether it’s corporate offices, cultural venues, or luxury residential spaces, Portico’s team ensures service excellence at every touchpoint.

Workplaces are changing in countless ways. Reassuringly, the concept of a bespoke, personalised touch has been central to workplace planning and thinking since COVID. Many reports, including EP’s own, highlight that emerging generations desire tailored service levels and collaborative spaces. It is no surprise that the design of office spaces is changing, as are the strategies that bring people together to collaborate and interact more effectively. Companies are now finding ways to integrate rituals into the workday to make the commuting experience worthwhile. People need to feel they belong, so physical spaces play a crucial role in building bonds, trust, relationships, and friendships and of course service underpins it all.

This marks a new chapter for how services can evolve, potentially creating a range of opportunities for hospitality companies. This year, Portico celebrates its 20th anniversary, and we were keen to meet Paul Jackson, the Managing Director, to understand his views on the ever-evolving landscape and the opportunities for growth.

Portico was originally founded by Greg Mace, now the Chief Experience Officer at Riverstone Living, who laid the ground for Portico’s development, back in 2004. At the time, Reception and guest services were an important but almost secondary business to others but today, that has changed, and it is a highly respected discipline in its own right. Standards have risen so much that it is easy to forget how these services were managed at the turn of the century. It was a far cry from today’s operations.

Paul’s background is one well known across the industry, having worked in and with a range of leading hospitality companies. Today, he oversees the sister companies of Searcys, long been one of the UK’s top event caterers, alongside overseeing Portico. Paul is a very measured, thoughtful character who understands what is expected in the search for excellence.

Paul took over the reins of Portico in 2018 and, under his stewardship, the business has continued its growth curve in the last six years. It is a multimillion company, and under his stewardship the revenue has grown by over 40%, with over 1,000 employees in 250 locations across the UK and Ireland. Next year, expansion will be in Paris with an eye on further across Europe. It is an exciting time for business and for guest services.

“Covid did not impact us as badly as other hospitality companies were impacted as limited services did continue”, noted PJ, “but naturally there has been change as a consequence. This extraordinary period underscored the critical importance of human interaction, highlighting its essential role in fostering productivity, creativity, and connection within the workplace. Today, there is a greater understanding of the significance of reception and guest services and the central role they play in business. While the importance of welcoming guests has long been recognised, there is now a stronger focus on supporting employees as well. This shift provides a valuable opportunity, but, as always, the challenge is to continuously raise the bar and enhance our ability to deliver excellence.”

“The evolution of the modern office has seen a move to more relaxed and collaborative environments. That sense of change is increasingly more evident and maybe nowhere more so than in how security and reception teams do work together. They are two very different disciplines but need to work alongside each other and both today carry a higher profile.

Our role is to provide an environment that is welcoming, convivial, friendly and comfortable; one where a guest is really looked after, and everything is on hand; it is about creating spaces designed to raise expectations.”

It all illustrates the change taking place across workspaces. For a long time, commercial city offices were solely designed to be functional, with bland floorplates and rows of desks and computers. Breakout and eating spaces were relegated to the lowest value areas of the building. These buildings certainly function but they were not hospitable environments. All know that such environments did not aid productivity and engagement, so it is no surprise that the move is to design new offices with stronger service levels; ones which are more focused on people.

In an ever-competitive business environment, attracting and retaining top talent is crucial. Future workplace talent will largely come from the millennial and Gen Z generations, who demand considerably more from their employers than previous generations. Research shows that top talent seeks organisations that clearly prioritise a strong people focus and culture.

“Companies are showing a willingness to be more inventive, to understand how they can engage and open up a real welcome to both employees and guests,” Paul reflected. “There is a broader mindset which is more people focused today than maybe was once the case. It naturally opens the door to new opportunities. Our roles have also changed – our Portico talent pool now includes place makers, culture managers, event managers, we look after gyms, commuter parks, employee engagement events, hybrid workspaces – and the list goes on.” Increasingly, guest services are providing consultancy to companies on journeys to reimagine their workplace and culture, helping them shape environments that truly resonate with their people.

“Our aspiration is that we will see growth, alongside our sister company’s operations, in Europe but also in great venues and cultural destinations that are also striving to reinvent their offers.”

“We all know that many operations are concerned about the rise of N.I. costs but still, guest services should continue to see a continued growth opportunity as so many today want to experience a bespoke service level and experience wherever they may be.”

As Portico moves into its next chapter, it is clear the demand for high-quality, people-focused service will only grow. The workplace is no longer just a space for work but a hub for connection, collaboration, and community. As Portico celebrates its landmark year, it is well-positioned to set new benchmarks in guest services and workplace experience across the UK and beyond.

Click here to read Portico’s white paper “The Office Odyssey – How the Guest Services industry is transforming the workplace”