Matt: Greg, so great to see you, does it bring back strong memories being here?

Greg: Oh Matt, it strangely feels like yesterday, great to catch up!

Matt: Looking back to 2004 Greg, tell me how you saw the reception services industry and the market as a whole at that time?

Greg: Great question Matt. Twenty-two years ago, the Portico journey began with a clear vision which was to transform outsourced front of house services and set new standards in service excellence. At that time, outsourcing reception and front of house functions was still very much the exception rather than the norm, and many organisations were understandably cautious about “losing control” of such an important part of their client experience.

What started as a small group of passionate and determined individuals has grown into the thriving business we see today, recognised for its innovation, quality, people-centric culture and unwavering commitment to client satisfaction.

The market itself was also very different back then. In 2004 there were really only two specialist businesses operating in this space: Arena 21 which I know you were part of Matt, which was later absorbed by ISS in 2008, and Office Concierge, which was acquired by Anabas in 2018 and more recently became part of the French facilities group Armonia.

That makes Portico the only businesses still operating independently from that pioneering era.

Matt: Indeed Greg. There’s a great story around the brand name being created in the crypt of St Paul’s Cathedral, we are sitting here now and this building has always been special to me as a child when I used to visit London with my parents, it is so iconic! Please tell me more about that moment and how the name and identity first came to life? It holds a real element of intrigue for me!

Greg: Isn’t it just spectacular Matt! During the planning stages for the new business, I was working at Merrill Lynch (now Bank of America) and a friend of mine was managing the facilities at nearby St Paul’s Cathedral. As the creative agency we were working with needed somewhere for us to meet regularly, we were kindly offered the use of the Crypt at St Paul’s, which had been transformed into a wonderful meeting and events space.

We spent many hours there discussing the business, the vision and, perhaps most challenging of all, what to call it. There was a great deal of debate and at times it felt as though we were getting nowhere.

Then one day there we were, sitting in that sacred place directly underneath the greatest Portico in the world, when by ‘divine inspiration’ and an unexplainable sense of knowing what to do, the name came to us.

We immediately knew we had the perfect company name.

It helped of course that it was also supported by the dictionary definition of a Portico, namely “something added to the front of a building to enhance it.”

Matt, before we move on, I am so keen to know what your first thoughts were when you joined Portico in January, what do you believe is the real USP of the business and makes stand out today?

Matt: One of my first priorities was to spend time with as many people as possible, visiting over 100 locations across the country to hear directly from clients, colleagues, and partners. What became immediately clear was that the true differentiator of the business is its people-centric culture. The heart within our logo is far more than a symbol—it represents a genuine sense of belonging that sits at the centre of everything we do. While we are supported by excellent operational leadership and strong support functions, it is the engagement, connection and commitment of our teams that truly set us apart. Across every location and every role, there is a shared belief that everyone contributes to our success, working together to deliver exceptional experiences for our clients. Maintaining that culture of inclusion, collaboration and motivation continues to be one of our greatest strengths and remains the key reason the business stands out today.

But looking back Greg, we know every successful business has challenges in the early days, I have been there myself in my career when launching brands to the market. What were some of the biggest obstacles when the company first launched and how did you overcome them?

Greg: One of the biggest challenges Matt was helping organisations understand that outsourced front of house services could deliver genuine strategic value, rather than simply being viewed as an administrative necessity.

At the time, the sector didn’t really have a clearly defined identity. In fact, Portico’s original full company name was “Portico Corporate Reception Management” because we almost had to explain the concept as part of the introduction.

Over time, I began using the term “Guest Services” to better reflect the experience-led approach we believed in. That language has since become widely adopted across the sector and now helps define the industry more broadly.

Our focus was always on raising the perception of front of house from a functional service into something that could genuinely shape culture and client experience.

Speaking of which Matt if I may turn the questioning back to you, how do you think the culture and people have shaped that success since?

Matt: Oh for sure, our culture has been one of the biggest drivers of our success, but culture is not something that happens overnight—it is built over time through consistent actions, shared experiences and a collective commitment to a common purpose. What makes our culture so powerful is the way it brings people together across the business, creating a strong sense of connection, collaboration and belonging. Whether through site visits which we call our Portico Safari days, sharing best practice across locations, celebrating achievements through our awards programmes, or coming together at social and engagement events, we actively create opportunities for our teams to learn from one another and feel part of something bigger. As a people business, our success is fundamentally shaped by the experiences our people create every day for clients and colleagues alike. By encouraging collaboration, healthy competition, continuous learning and a shared ambition to be the very best we can be, we foster an environment where individuals and teams can thrive. Ultimately, sustainable growth can only be achieved when everyone is engaged in the journey, united by a common purpose and motivated to keep raising the bar for themselves, their teams and the business as a whole. We are only as good as the next day.

So Greg, as the business started to grow, what do you think really accelerated that momentum and helped differentiate the brand within the industry? It remains the longest-running Guest Services brand in the market to this day.

Greg: Two things really accelerated our growth.

The first was the support of some incredibly forward-thinking early clients. I remember particularly well winning a contract with a major bank during our first year, a piece of business we were by no means expected to win. The client there, Ian Pigeon, shared our belief that exceptional front of house service could become a genuine differentiator in how organisations looked after and retained their own clients.

Ian really championed our approach and pushed us to continually raise standards, which had a huge impact on the business in those formative years.

The second factor was our commitment to building strong infrastructure and support teams ahead of growth, rather than reacting to it afterwards. We always wanted to ensure we had the right people, culture and operational support in place before winning new contracts, so that we could deliver consistently from day one.

That approach gave clients confidence in us and helped establish Portico’s reputation early on. Matt, as we are on the subject of growth I could see your eyes light up there! You must have some exciting plans ahead, can you tell me about them? What is your longer term vision and where do you think Portico can go next?

Matt: Looking ahead, what excites me most Greg is the scale of opportunity that lies ahead for the business. Having spent my first few months listening, learning and understanding both our strengths and the areas where we can continue to evolve, I am more confident than ever about our future potential. We already have a strong, stable foundation, exceptional people and a trusted reputation in the market. The next chapter is about building on that success through continued innovation, investment and the development of new products and services that create even greater value for our clients. While there are some exciting developments still to come this year, what inspires me most is the belief that we are only scratching the surface of what is possible. My vision is to continue growing a business that leads the market, challenges convention and creates opportunities for our people and customers alike. The ambition is significant and with the talent, passion, and culture we have throughout the organisation, I truly believe the possibilities are enormous.

Greg: Exciting times ahead it seems Matt! Really looking forward to see it all fall into place. Now as we have mentioned, I know you have been in our industry for a long period of time, what has your journey been like and what have you enjoyed the most along the way?

Matt: What has kept me passionate about this industry throughout my career Greg is the opportunity to create exceptional experiences for people. No two days are ever the same, there are always new challenges, new relationships to build and new opportunities to learn. Interestingly, my career began as a professional actor before moving into corporate role play and behavioural change programmes, which ultimately led me into the world of workplace experience. Looking back, many of the skills I developed in theatre have shaped my approach to leadership and hospitality. I often compare our industry to a world-class theatre production whether there is one person in the audience or a thousand, everyone deserves the same outstanding performance. That philosophy has guided me throughout my career from my very first role with the first company in our sector Arena21, I was super proud to be part of that founding business. What I have enjoyed most is bringing together clients, colleagues, and partners to create memorable experiences and high-performing environments. Even today, I still get a genuine buzz walking into a new workplace.  As our industry continues to evolve and workplaces become more vibrant, dynamic and experience-led, my passion for what we do only continues to grow.

Greg, one last question from me, when you reflect on the journey from those early startup years to the breadth of companies that the industry has today, what makes you proud?

Greg: In the early days, front of house services, or reception services as they were more commonly known then, were often treated as an add-on to another contract. I clearly remember regularly competing against cleaning, security and catering companies rather than against specialist providers.

What makes me proud today is seeing ‘Guest Services’ recognised as a professional sector in its own right, with more than twenty specialist businesses now operating in the market and many highly talented leadership teams helping to shape its future. We even have our own Guest Services Awards each year.

To have played a part in that evolution is incredibly rewarding. And, of course, I’m especially proud that Portico is still leading the way more than two decades later

Matt, I have to ask you one last question also! What does the business personally mean to you and how do you feel it resonates with customers and their own workplace strategies?

Matt: On a personal level, the business means a great deal to me because, at its heart, it is all about people. One of the most rewarding aspects of leadership is seeing individuals grow, develop, and create opportunities for themselves, just as I have been fortunate enough to do throughout my own career. That is why the concept of service with heart resonates so strongly with me—it reflects the culture, care, and sense of belonging that underpin everything we do. Our people are the driving force behind our success, and helping them thrive will always be my number one priority. In turn, that passion and commitment are reflected in the exceptional experiences we create for our clients. Looking ahead, I believe our role extends far beyond service delivery. As workplaces continue to evolve, organisations are looking for partners who can help shape future strategies around employee experience, workplace performance, sustainability, technology, data, AI integration and operational excellence. We are uniquely positioned to support those conversations, combining deep operational expertise with insight, innovation and a genuine understanding of what makes workplaces successful. That ability to create value beyond the day-to-day service is incredibly exciting and represents a significant opportunity for both our business and customers.

Greg: Absolutely brilliant Matt! I can just feel your energy and passion coming through, it has been a real pleasure to meet up and I wish you every success!

Matt: Likewise Greg, I just keep looking around me in awe of this place, it is such an iconic space and I can just envisage the day it all came together in 2004, what a magical story and experience, what our industry is all about – the storytelling, the people and service experiences. Thank you so much.

Greg: One thing left to do I think….we have to have a photo or two!

Matt: Indeed! Great to see you! To the next time!