You are the guys in the bowler hats!
That’s a statement we often hear from potential customers when we explain what we do.
Reinventing Visitor Welcome Since 2011
Answering a brief from the local business improvement district (New West End Company) to change the existing warden service, we offered a fresh perspective.
We put customer service at the forefront, recruited staff from hospitality rather than security backgrounds, changed the uniform to a distinctive three-piece suits and bowler hat, and made accountability the key driver of the business. The results spoke for themselves – with a doubling of customer directions to 360,000 in the first year and growing consistently ever since.
Since then we have grown to nearly 100 members of staff and are now working with 18 clients in 20 destinations and across the country millions of people have experienced our unique award-winning street concierge service.
But visitor welcome is not all we provide. On behalf of our clients, we also managed the local street environment and work in partnership with local stakeholders to ensure the overall visitor experience is the best it can be.
As a company we are proud to say that growth has come from reputation and word-of-mouth.
Calvin arrived in London in 2002 from South Africa after working in software development and worked initially as one of New West End Company’s ‘Red Cap’s’ before being promoted to Crime Intelligence Manager, then Systems & Operations Manager before leaving to set up The Welcome People in 2011 with David. He is responsible for the development of STRATA, our unique street management app, and works closely with David on strategy and Client Management.TWP HQOriginally from East Anglia, David came to London in 1989 and worked for such diverse organisations such as the BBC, Yves Saint Laurent and Publicis Advertising, before becoming Head of Operations of Europe's largest Business Improvement District, New West End Company, in 2008. Three years later, he co-founded The Welcome People and is responsible for Strategy, Finance Client and People Management within the organisation.TWP HQ
Coming SoonAntonio joined The Welcome People on day one in 2011. Initially an Ambassador for Regent Street, Antonio was soon promoted to Supervisor in the West End and is now Operations Director responsible for scheduling staff across all sites, technical training and account management.Flavio was promoted to Area Manager with The Welcome People in 2015 having been an Ambassador, then Supervisor in central London. Originally from Rome, Flavio's background is in marketing. In addition to the day to day management of various accounts across our portfolio, Flavio also manages our social media and communications strategy.Luisa is our Training Manager. She joined us as an Ambassador in Hammersmith but her passion for customer service and people development made her the natural choice when the Training Manager position became in the autumn of 2015. Luisa has studied personal development and coaching and is putting this to good use in her new role.