Category: News

For our latest ‘DayMaker in 5’ blog, we spoke with Niamh Sibbald, DayMaker at an investment management company’s office in Stirling, Scotland. Niamh spoke with us about the events and competitions she leads, and how her background in hospitality and care has shaped how she builds relationships.

What does a typical day look like for you?

My day usually starts at the front reception desk, where I might issue temporary passes to colleagues who have forgotten theirs or need their access reactivated after time away, ensure visitors are checked in correctly, and contact their hosts to let them know they have arrived.

I am the first person to greet our colleagues and visitors, so it is my role to create a warm, friendly impression. I always welcome everyone with a smile, helping visitors and new starters feel comfortable and at ease from the moment they walk through the door. It allows me to build relationships across the business. We can have hundreds of people arriving at the front desk, even on the quieter office days. So, in the nearly two years I’ve been in this role, I’ve memorised many faces and names, especially those who have an extra moment to stop and chat with us.

The rest of my day involves administrative work that keeps the office running, including updating our DayMaker whiteboards, organising travel for colleagues visiting Scotland, and managing incoming and outgoing post.

I am also the subject matter expert for events, so a large part of my role is spent planning and coordinating at least one event a month. Recent activities include a World Cup event series featuring quizzes and posters that I collaborated on with another DayMaker in Bath. I even got to design a finger football miniature tournament, with a raffle prize for the top score. None of that was something our client had asked for, but that little bit of competition really brought our people together.

What has been a key learning moment for you as a DayMaker?

Every day brings opportunities to make a difference. Going that extra mile to make the impossible possible is one of the things I love most about being a DayMaker, and I really get to do that with my dream team, Dori and Carly, in Scotland, collaborating with our fantastic national team spanning the North and South too.

While the larger projects are exciting, sometimes it’s the smaller gestures that have the biggest impact. For example, when it’s someone’s birthday, we make them feel special with a card and some cakes. We’ve made this into an orderable service through our whiteboards, so colleagues can raise a ticket with us to arrange it. But my role is also about anticipating needs, like on a hot day, when we bring out our ice cream trolley to hand out sweet treats. Whether complex or simple, there is always a way to make someone’s day a little brighter.

One moment that has really stayed with me involved an M&G colleague who was going through a difficult time in her personal life. We wanted to show her our support, so we went to a local shop and bought her some flowers before she came into the office.

When we presented them to her, she was genuinely touched by the gesture. Seeing the impact such a small act of kindness had on her was incredibly rewarding. Her reaction made our day just as much as it made hers, and it reminded me how powerful thoughtful gestures can be.

How has being part of On Verve helped you develop, either personally or professionally?

Being part of On Verve has taught me a great deal about the professional corporate world, and I’ve realised how much I love it: helping people, building relationships, and creating positive experiences for others.

I am always looking for opportunities to learn and develop, and I welcome constructive feedback because I know it helps me grow both personally and professionally. Taking on event planning and delivery was a big responsibility because we start advertising before every detail is confirmed, so if the plan isn’t ready in time, the whole event might not go ahead. I have to carefully coordinate delivery across multiple sites with other DayMakers, developing concepts while keeping a close eye on the timeline.

On Verve has pushed me outside my comfort zone and encouraged me to take on these new challenges, which has broadened my skill set and helped build my confidence. It’s also helped my organisational skills flourish – you can’t have a successful event without them!

How does your background help you be a great DayMaker?

My first role after leaving school was a marketing apprenticeship, which provided the foundation of my creative skills, like brainstorming ideas for events, designing communications and making office displays.

I also previously worked at a famous five-star hotel, where I served the successful business leaders and celebrities of Scotland. Providing exceptional service was always expected, and that experience taught me discipline, teamwork, attention to detail, and the importance of delivering a consistently high standard of customer service.

Another role that had a significant impact on me was working in a care home for elderly residents. I loved that role because it meant making people smile and laugh. Although the shifts were long, I always went home feeling fulfilled knowing I had helped them crack a smile and brightened their day.

Listening to residents’ stories taught me what it truly means to listen and pay attention to people. Remembering details about someone’s life and bringing them up in future conversations can make them feel valued and appreciated. That is a skill I still use every day as a DayMaker, and I believe it helps me build genuine connections with people.

What does being a DayMaker mean to you?

I am a naturally outgoing person, so I really enjoy being around people, getting my energy from talking to them, and building up new relationships. If I’m being honest, sometimes I probably talk a little too much!

Being a DayMaker has come to mean a lot to me because of the people I’ve met and the relationships I’ve built, including with my amazing colleagues Dori and Carly. I honestly don’t know what I’d do without them.

I look forward to coming into work, and the days always seem to fly by. Even when things get busy or stressful, I just love what I do. Making people feel welcome, comfortable, and valued from the moment they walk through the door is rewarding in itself. Knowing that I’ve made someone’s day a little better, a little brighter, is what makes this role so special to me.

 At On Verve, we know that workplaces are brought to life by people who care, and Niamh is a brilliant example of that. Read the previous blogs in the series – Jessica Albuquerque, Hristina Hristova, and Eliza Barclay.

 If you’d like to find out more about what we do, take a look at our services, or get in touch with the team to see how we could support your workplace.

For our next “DayMaker in 5” blog, we spoke to Eliza Barclay, DayMaker based in a multi-tenant office in Bristol. Eliza spoke with us about how her role ranges from supporting charity fundraisers to adjusting gym equipment, and how her background in customer service and musical theatre has shaped her work as a DayMaker.

What does a typical day look like for you?

Every day is completely different, but I have my core responsibilities. I’ll set up the front desk first thing, including preparing the fresh fruit we keep at reception. Then I move on to the gym, making sure everything’s tidy and all the equipment has been put away properly.

After that, I focus on the day’s activities, which can be varied – I help arrange meetings, events, and fundraisers throughout the building. We use an app to keep tenants updated on events, but also to give them access to meeting area bookings and direct contact with the facilities team. A big part of my job is keeping the app maintained and creating content to promote our events.

We try to do at least one fundraiser a month for a local cause, with our most recent one supporting the Avon Wildlife Trust for the Great Big Green Week. We worked with a group called Makers for Good Bristol, who sell handmade jewellery, art and baked goods, and 10 per cent of their proceeds were donated to the cause.

What was a key turning point or learning moment for you?

One thing I really love about this job is that there are so many different skills I’ve picked up in the last year I have worked for On Verve. For example, I manage the gym, which has a range of high-tech spaces, including a studio space. One day, the network dropped in the studio, and I had to put my “engineer hat” on to figure out how to reset it. It wasn’t something I’d ever dealt with before, but I sorted it, and it showed me a different side of facilities work that I hadn’t anticipated to pick up in this role.

I think that’s the unexpected part of this job. I came from a customer service and retail background, so dealing with people directly came naturally to me, but the technical side of learning new equipment, troubleshooting issues, and writing up reports has been a real learning curve. But I think that constant learning is also what makes the job so fulfilling; I’m always challenged.

How has being part of On Verve helped you develop, personally or professionally?

It’s given me a really varied skill set. I’ve managed charity events from start to finish, liaised directly with charities, and taken on more of the admin and promotional side of operations, alongside getting comfortable with new technology.

What stands out most is the confidence it’s given me. There have been so many moments where I’ve thought, ‘I’ve never done this before,’ and then just got on with it and learned. That’s grown my skills and my confidence at the same time, and it’s a really nice feeling to do something new and succeed at it.

How does your background help you be a great DayMaker?

I’ve always worked with people, mostly in customer service and retail, so I’ve developed a good grasp of how to approach different people and personalities. Alongside my work at On Verve, I run kids’ parties, which has further broadened how I approach interactions. I have always wanted to work with children. It is a joy and a challenge, and it has definitely taught me patience!

Having studied musical theatre at college and university, I know how to step into a new role and adapt to different scenarios, which is hugely beneficial in this role, where each day is different. Performing is a passion of mine, and I always treat each day as a new performance.

Looking back, each stage of my life has prepped me, in one way or another, for a role like this – working with all kinds of people, which I love.

What does being a DayMaker mean to you?

To me, it’s about being the person people know they can rely on, whatever they need on a given day. Whether that’s solving a problem, helping with something practical, or just being a friendly face to talk to, I try to figure out what matters to that person and become whatever it is they need in that moment.

I think that comes from genuinely caring about people and wanting to make their day a bit easier or better, even in small ways. Everyone’s version of help is different, so part of the role is recognising that and adjusting to it.

In a building like ours, with so many different companies and people coming and going, it can be hard for people to feel a real connection. As part of the wider facilities team, we are all incredibly passionate about the building and creating a community for our tenants. For me personally, sat at the intersection of everyone, it’s all about providing what people need from you on any given day, and learning to adapt when needed.

Want to hear more from Eliza? Watch her ‘day in the life’ video on Instagram.

At On Verve, we believe the way people feel in a workplace matters just as much as how it functions. If you would like to learn more about On Verve, read about our services, or get in touch with the team today. 

At On Verve, we believe that great leadership is measured by the difference people make every single day. That’s why we’re incredibly proud to celebrate Dori Houston, who was recognised as a finalist in the Corporate Receptionist of the Year Awards for the Reception Leader of the Year category. While the trophy may have gone to another deserving professional, Dori’s nomination is a reflection of everything she brings to our business, our clients, and the people she leads.

Leading with authenticity

As Lead DayMaker at one of our client’s sites in Stirling, Dori has built a reputation for creating exceptional workplace experiences rooted in genuine human connection. Her journey into customer service may have been unexpected, but her background in interior architecture, combined with years of hospitality experience, has given her a unique perspective on creating environments where both people and businesses thrive. For Dori, leadership has never been about titles or recognition. It’s about helping people discover confidence in themselves. She believes the role of a leader is to educate, support and empower others, creating opportunities for team members to step outside their comfort zones while knowing they always have someone in their corner.

Creating moments that matter

Whether it’s remembering the small personal details that make every visitor feel valued, mentoring team members to realise their potential, or transforming simple ideas into memorable workplace experiences, Dori consistently goes above and beyond. Her creativity has become part of the fabric of the Stirling office. From designing hundreds of floral displays that have enhanced the workplace while delivering value for the client, to creating a moving annual Remembrance Sunday installation honouring ex-service staff within the building, Dori demonstrates that thoughtful gestures can leave lasting impressions. It’s these moments often created without being asked to, that define her approach to leadership and customer service.

A champion for her team

One of the strongest themes throughout Dori’s award submission is her commitment to helping others succeed. She believes mistakes should be opportunities to learn, not reasons to criticise. Through patient coaching, encouragement and trust, she’s helped colleagues grow from uncertain individuals into confident professionals who receive praise from senior stakeholders and clients alike. Her personal philosophy is simple: a leader’s success is measured by the success of their team, and we couldn’t agree with her more.

Recognition well deserved

Being named a finalist in the Reception Leader of the Year category is recognition of years of dedication, compassion and a commitment to delivering exceptional service. Reflecting on Dori’s achievement, Cheryl-Anne Cooper, Chief DayMaker at On Verve, said: “It was an absolute privilege to see Dori recognised as a finalist at the CROTY Awards. While the trophy may have gone elsewhere on the night, Dori is, and always will be, a winner in our eyes. Her authentic style, passion, dedication, and commitment shine through in everything she does, making a lasting impact on both our team and our customers. We couldn’t be prouder to have her as part of the On Verve family. Congratulations, Dori – your achievement is truly something to celebrate.”

Awards shine a light on great achievements, but true leadership is reflected in the difference someone makes every day. Dori is a wonderful example of everything On Verve stands for: authenticity, creativity, compassion and a deep commitment to people. Her influence reaches far beyond the reception desk, uplifting colleagues, delighting customers and helping create a culture where everyone feels seen, supported and valued.

Congratulations on becoming a finalist, Dori. We couldn’t be prouder, and we look forward to seeing the continued impact you’ll make in the years ahead.

For our next “DayMaker in 5” blog, we spoke to Hristina Hristova, DayMaker receptionist based at 280 High Holborn, London. Hristina spoke with us about her belief in going the extra mile, how a spare suitcase saved a panicked author, and how her skills in sports and languages shape her approach as a DayMaker.

What does a typical day look like for you?

I play a key role in creating a welcoming and professional first impression for all visitors. It’s a multi-tenant building, each with its own community. I greet guests, direct them on where to go, and spend time engaging with everyone who comes through the door. It helps me build good relationships with each individual, but also build relationships between different companies.

I also help keep the building running efficiently by managing parcels, coordinating bookings for the loading bay, and arranging contractor visits in line with planned preventative maintenance schedules.

It’s my priority for our front-of-house to run smoothly and professionally, because our visitors and colleagues deserve a supportive workplace.

What has been a key learning moment for you as a DayMaker?

Last year, one of our tenants, an author, urgently needed help just before leaving for a flight to Shanghai. His suitcase – full of books for his publishing work – had broken within minutes of leaving the office. He asked if we had a spare suitcase, but the chances were pretty low in our corporate office.

However, I still wanted to try. To my surprise, the perfect suitcase was sitting intact in our storage room, and it fit everything he needed. He was both surprised and relieved that we had a solution to such an unusual problem!

Stories like this just show that going the extra mile and treating no issue as unsolvable can truly make a difference to someone’s day.

How has being part of On Verve helped you develop?

When I first started at On Verve, I relied on my previous front-of-house experiences in a residential building and private members’ club, because I was new to a corporate environment.

In this space, I engage with a wider range of people every day, and I’ve been encouraged to approach each interaction with a positive, proactive mindset and to pay attention to detail.

That focus has allowed me to take pride in delivering a high standard of service and broaden my communication skills, and has carried into my overall confidence outside of work. The corporate environment has also been a great change of pace for me, especially for work-life balance. I am grateful to On Verve for giving me this challenge, and to my manager, Milja, who found me the best possible place.

How does your background help you be a great Day Maker?

My background has played an important role in shaping the skills I bring to my role as a DayMaker. Having been a basketball player for many years, I developed a strong sense of teamwork, leadership, and resilience, as well as the ability to stay calm and focused in fast-paced situations. My experience in martial arts has further strengthened my discipline, patience, and respect for others.

I have a passion for reading, and I am currently studying for a BSc in Psychology, which continues to deepen my understanding of human behaviour. I have also studied foreign languages and literature, which has enhanced my communication skills and helped me better understand and connect with people from diverse backgrounds.

These experiences allow me to approach my role with empathy, professionalism, and a focus on creating a positive experience for everyone I interact with.

What does being a DayMaker mean to you?

Being a DayMaker means going beyond the basics of front-of-house roles to really try to make people’s days easier by creating a warm, welcoming environment where everyone feels seen and supported from the moment they walk through the door.

Honestly, I just love being around people. One minute I can be assisting with a simple request and another finding a solution to an unexpected problem, or I’m building a relationship with someone in the lift before stopping on the fourth floor and assisting a colleague I know well.

In our building, where many different companies share the same space, I also see my role as bringing people together – introducing others and forming new connections. Over time, we have built a sense of community where individuals from different organisations can connect, interact, and feel part of something bigger.

Being a DayMaker means not only looking after people on a practical level, but creating an inclusive and friendly atmosphere where everyone feels they belong.

At On Verve, our priority isn’t just workplace function; it is how people feel within it. If you would like to learn more about our work, read about our services, or get in touch with the team today.

At On Verve, we believe training is more than a development tool. It’s what fuels confidence, shapes culture, and ultimately creates those memorable guest experiences people talk about long after they’ve left.  When we spoke with Joanne Witzer, one of our leadership facilitators, she shared powerful insights into why training is essential for DayMakers and the clients we support.

A different approach to training

Unlike traditional programmes focused solely on management development, our approach is centred on creativity, emotional intelligence, and elevating the guest experience. As Jo puts it: “It has been more about creativity and the overall client experience and just how can we make your day.” This shift from hierarchy to humanity is what sets our training apart.

Building confidence

Training isn’t just about skills, it’s about how people feel. When colleagues feel invested in their environment, they grow in confidence, build stronger relationships, and embody our business values. This creates a culture where DayMakers feel empowered to put guests at the centre of everything they do.

Training for the unscripted moments

No handbook can prepare someone for every scenario, but emotional intelligence can. Jo highlights the importance of reading people: “Sometimes it’s about hearing what’s not being said.” Our training helps people tune into body language, tone, and subtle cues, giving them the confidence to respond with empathy, care, and authenticity, even in challenging situations. Some of the most impactful guest service skills are often forgotten:

• Making people feel special
• Remembering names and personal details
• Staying calm under pressure
• Solving problems in the moment

Jo’s favourite analogy captures this perfectly: “Calm and serene above the water… but their legs will be flapping around like crazy underneath.” Guests only ever see the calm and that’s exactly the point.

Making learning stick

Let’s be honest, no one remembers dull training sessions. Training is most effective when it’s enjoyable. Laughter boosts dopamine, serotonin, and endorphins, all of which enhance learning and memory. As Jo says: “The real secret is to make learning fun.” That’s why our sessions are interactive, reflective, engaging and energising. We ensure that there is consistency through shared standards, where every team receives the same high-quality experience throughout. We make sure that there are shared formats, questions, best practices and outcomes.  This ensures every DayMaker, in every location, delivers the same exceptional standard.

How we prepare DayMakers for the future

With so much communication now happening behind screens, the ability to read people face-to-face is becoming a rare skill. That’s why we put such a strong focus on human connection. We also know the strength of our teams comes from their diversity. A cross-generational workforce brings different perspectives, and our DayMakers are in a unique position to bridge that gap, learning from each other and growing together.

Measuring the impact of training

Of course, we look at metrics, retention, engagement, NPS. They all matter. But the real indicator of success? Behaviour change. We can measure progress through 121 follow up conversations which highlight the importance of continuous check-ups and conversations about progress.  Jo explains: “For me it’s about hearing what improvements have been made following each session.”

The visible transformation

After strong training, teams show:

• Greater confidence
• People speaking up and supporting each other
• Stronger sense of psychological safety
• More natural, positive interactions with clients

The impact of these sessions is also recognised by our clients, Jonathan Gingell, Adoption and Change Manager, who recently attended a training session, highlighted the team’s enthusiasm and willingness to learn, noting how strongly the session aligned with the shared ambition of fostering a culture where people embrace change, challenge their thinking and continuously improve. He also reflected on the value of exploring different personality styles and understanding how adapting approaches to both colleagues and customers can help teams deliver even greater value. Most importantly, he saw first-hand how fully engaged the team became throughout the session, with personalities shining through and a clear sense of purpose emerging by the end of the day.

As Jonathan put it: “Recognising individual personality styles and exploring how we can adapt our approach in practice will help us deliver even greater value.” With client involvement and consistent delivery, training becomes a shared journey rather than a one-way process.

Training isn’t an extra; it’s who we are

Training at On Verve isn’t a one‑off event. It’s a continuous journey that shapes who our DayMakers become by building their confidence and creating more meaningful connections and gives an insight to how our clients feel. And ultimately, it builds workplaces where people feel genuinely cared for. And when that happens, great guest experiences follow, naturally.

To celebrate our 5^th birthday, we’re starting a “DayMaker in 5” blog series that helps you get to know the people on the ground who are shaping our customers’ day as soon as they step through the front door.

To kick off, we spoke to Jessica Albuquerque, community coordinator for a major fashion retailer, about her day-to-day experience at the busy HQ, and how her large family prepared her for the world of work.

What does a typical day look like for you?

As a front-of-house team member, our visitors are my top priority. That includes greeting them at the door, coordinating their meetings, handling emails and preparing the areas that people will be visiting. We also cover technicalities like liaising with the space team to schedule back-to-back meetings seamlessly.

The site holds regular product launches and model events, and that brings a lot of different people to the office. I make sure everyone is where they need to be at the right time, and I need to work closely with the PR team to coordinate visitors who aren’t on my list. I also need decent knowledge of the local area for visitors from outside of London who need help with travel arrangements.

The bustle was a bit overwhelming at first, especially when I had to assist people who had no idea where they needed to be. But now that I’m more experienced, I find the process much smoother. Take lost property, for example – if a visitor leaves their wallet, I liaise with their PR team to make sure it gets back to them safely.

What has been a key learning moment for you as a DayMaker?

My key turning point was when I started remembering people’s names. We have a lot of freelancers who sign in daily, and I was having to ask their names again and again. So, I decided to make sure I could always match a name to a face.

With that change, they receive better service and signing in is much more efficient. And when you remember someone’s name, their face brightens up. You immediately see the difference it makes.

My secret is trying to remember a key physical detail about them. So, if they have a particular haircut or unique glasses, I tie that to their name. It’s a very busy site, so making that small change has created a gateway to further conversation and stronger relationships with regular visitors among the hustle and bustle.

How has being part of On Verve helped you develop?

This is actually my first job, so having that experience in the workplace and letting myself grow has definitely boosted my confidence. Before I started here, I was much shyer, but now that I meet and help so many people daily, it’s completely different.

I’m lucky to be somewhere where mistakes are opportunities to learn and become better, rather than make you feel like you’re doing something wrong, and the support has been important for my growth here.

I can see myself developing further in On Verve as well, getting to know more people and working at different sites to learn new systems. I am studying criminology at university alongside work, so being able to develop my workplace skills has been very valuable.

How does your background help you be a great DayMaker?

This was actually my first job, and I do it alongside my studies, so it was definitely a learning curve being in a corporate environment and supporting so many people day-to-day.

At On Verve, it’s about the person than the CV, and my life experience has given me a good head for front-of-house work. I grew up in a huge family – lots of cousins, aunties and uncles – and I’ve learned that communication will usually solve any problem.

I’ve brought this mindset into work. When you speak directly to a visitor, client or colleague about the issue they are facing, you figure out a solution pretty quickly. Sometimes people just need to talk it out as well, and that’s what I’m there for!

What does being a DayMaker mean to you?

It means everything, especially because I’ve been able to meet so many different people. The connections I have developed here are beyond what I would have ever imagined. I’ve already mentioned the change in my confidence, but being a DayMaker is all about getting a little bit better every day, and my self-esteem has benefited. It’s all about bringing your true, authentic self to work.

When my friends complain about work, I’m don’t feel like I’m in the same boat as them. I’ve met a huge variety of people – from pub owners to influencers – and everyone I work with is so friendly. My team is great and it makes my job so much easier!

At On Verve, we believe the way people feel in a workplace matters just as much as how it functions. If you would like to learn more about On Verve, read about our services, or get in touch with the team today. 

Eighteen months ago, Lauren started a Level 3 Facilities Management Supervisor apprenticeship. Last week, she completed it, and passed with distinction.

After balancing a full-time role with studying, assignments and a demanding end-point assessment, Lauren has officially reached the finish line, and we couldn’t be prouder of her.

“It feels amazing to have it all completed. It’s been a long time coming, but I’m so proud of myself for sticking with it, and getting a distinction on top of that is just the best feeling.”

Over the final months, Lauren completed her end-point assessment, which included a written project, a presentation and a professional interview. It was a big final push, but one that marked the end of a long and rewarding journey, and an incredible result.

Lauren began her apprenticeship in June 2024, following a conversation with her line manager and the facilities manager on site. They suggested it as a way for her to build her knowledge and progress in her role, and after looking into it, Lauren decided to go for it.

“At the time, I just thought, why not? It felt like a really good opportunity to learn more and gain a proper qualification at the same time.”

Like most people starting an apprenticeship, Lauren had a few worries. The biggest one was time. How do you fit studying around a busy role without burning out?

“I work long days anyway, so the idea of going home and studying was a bit daunting,” she admits. “But being able to do it during work hours made such a difference. It meant I could properly focus on it.”

One of the biggest positives has been how practical the learning has been. Everything Lauren learned could be applied straight to her role, which meant she could see the impact of her progress in real time.

“It’s not just theory,” she explains. “You learn something, you apply it, and then you realise you actually know what you’re doing. That’s such a confidence boost.”

And that confidence is probably the biggest change of all. Over the 18 months, Lauren has grown massively in how she sees herself at work. She’s more confident in her decisions, more comfortable speaking up, and more aware of her own strengths.

“I definitely trust myself more now,” she says. “Before, I used to second-guess everything. Now I feel like I can just get on with it and back myself.”

Fara has seen that growth first-hand. “She’s come on so much,” Fara says. “Her confidence has skyrocketed, and she’s taken everything in her stride. Even when it’s been busy or stressful, she’s stayed positive and committed. We’re all incredibly proud of her, especially for achieving a distinction.”

And we genuinely are. Completing an apprenticeship alongside a full-time role is no small thing. It takes consistency, resilience, and a lot of determination, and Lauren has shown all three.

Perhaps the nicest part of the story is how Lauren now feels about apprenticeships themselves. Before starting, she assumed they were mainly for school leavers. Now, she’s one of their biggest advocates.

“I honestly think more people should consider them,” she says. “It’s such a good way to learn and build confidence. You get real experience and a qualification at the end of it. I don’t think people realise how valuable they are.”

So valuable, in fact, that she’s already thinking about what’s next. With a broader understanding of facilities management and more exposure to different areas of the business, Lauren is now considering starting a Level 4 apprenticeship in the future.

“I’ll definitely take a little break from assignments,” she laughs, “but I do want to keep learning and see how far I can go.”

For now, it’s time to celebrate. Eighteen months of hard work, learning and growth, and a distinction to top it all off.

Well done, Lauren!

At On Verve, we often talk about going above and beyond for our guests, to create memorable moments that matter and make their days. But for our DayMakers, this doesn’t feel like “extra” at all – it’s simply who they are. Delivering thoughtful, uplifting interactions is part of their everyday approach, and it’s what makes our service so special.

So, here are 10 simple things that you can also do, just like our DayMakers, to surprise and delight guests.

1. A warm welcome every time

First impressions can make a big difference to how a guest feels. From the moment someone steps in the door, you can set the tone for a positive interaction with a genuine smile, eye contact and a friendly greeting.

2. Remembering the details

Taking the time to remember the little things from their name, coffee order, to something they mentioned the day before – these small moments of recognition in guest services make people feel valued and listened to.

3. Going the extra mile

To our Daymakers, no request is “too much”. From helping someone by writing down directions to arranging a last-minute celebration, going above and beyond truly comes naturally and is a core part of exceptional guest experiences.

4. Pre-empting their needs

The best guest service feels effortless. Anticipating someone’s needs before they ask, whether it’s around their routines or preferences, is a great way to make their day that little bit easier.

5. Taking the time to listen

Being truly present makes all the difference to an interaction. Listening builds trust, ensures people feel heard, and enables you to deliver thoughtful responses and create meaningful connection.

6. Bringing the human touch to every space

In a world where technology, automation and AI are more present than ever, human touch can bring warmth to a space. Whether it’s decorating for a national day or holiday, or adding a personal touch to a workspace, little things can affect how one feels when walking into the space.

7. Creating personalised experiences

Every individual is different, and every interaction can vary. Adapting your approach to someone’s accessibility needs, offering specific guidance, or remembering their preferences can ensure everyone feels comfortable and valued.

8. Celebrate the small wins

Not every moment has to be grand. Acknowledging a colleague’s milestone, celebrating a guest’s achievement or simply recognising something that has made your day great can lift the whole workplace.

9. Practising gratitude

When someone takes a moment to recognise your efforts or bring a little positivity to your day, return that appreciation. A sincere “thank you” helps guests feel valued and turns a kind gesture into a lasting connection.

10. Make their day

DayMakers, it’s in the name. Making someone’s day may seem easier said than done, however these 10 tips should help provide some ideas and guidance and show that, in fact, it’s sometimes the small things that can make a big impact.

To our DayMakers these things are often second nature. It’s part of what it means to work with us at On Verve, knowing that every day is a special day, and an opportunity to have your guests’ days made that much more memorable.

Every year, the Shining Star Awards bring together teams from across Churchill Group. It’s a moment to celebrate the people within our business who go above and beyond every day, through their dedication and hard work.

This year, we were especially proud to see one of our own in the spotlight. Our Head of Operations, Gabbie Lapompe, was named as a finalist, an achievement that reflects not only her outstanding leadership but also the positive impact she has across our teams and clients.

The Inspirer Award

This award category celebrates natural leaders who set a clear vision, inspire their teams to succeed, champion development and wellbeing, implement new ideas and challenge the status quo. It celebrates individuals who lead not just through direction, but through care, courage and who’s guidance leave a lasting impact.

This year’s judge for this award, Laura Waller Brown, highlighted why Gabbie stood out across multiple nominations. She shared that Gabbie consistently demonstrated every quality this category celebrates, from prioritising team wellbeing to creating an inclusive, proactive and strategic environment where people feel valued and able to grow.

A leader when it mattered most

At the end of 2024, On Verve went through a significant structural change. Gabbie stepped forward and took on the responsibility of leading the team through moments of uncertainty for both clients and colleagues. She stepped up to the role of interim director whilst not missing a beat with her usual responsibilities. The team widely recognises her as a natural leader with a calming presence, whose priority is always to selflessly support those around her.

Fara Painter, Operations Support at On Verve, just one of Gabbie’s colleagues who nominated her for this award, said:

“She creates an inclusive, positive, and proactive environment where people feel valued and heard. Her leadership has cultivated a team that is not only high-performing but also deeply connected and invested in each other’s success. She doesn’t just manage operations; she elevates people.”

She guided the team and supported clients with clarity and warmth during times of uncertainty. Through the structural changes and beyond, she continues to lead, support and inspire as new challenges come her way.

When Gabbie was asked what being nominated for the Inspirer Award meant to her:

“What does it mean to me? It’s an absolute honour! I do what I do, because I love what I do, and this recognition is a reminder that this then has a positive impact on others, specifically my team. Being a finalist in the Inspirer category means so much, and a genuine source of motivation that keeps me striving each day.”

Cheryl-Anne Cooper, Chief DayMaker, captured what Gabbie brings to On Verve:

“Gabbie is the heartbeat of collaboration and creativity. She makes sure every team member feels supported and clear on what’s needed, while adding her own unique sparkle to every delivery. Gabbie’s fearless approach to challenging the norm and her passion for bringing fresh ideas to life make her a true catalyst for positive change someone who lifts others and inspires excellence every single day.”

Gabbie’s impact can be felt not only in how she supports people, but in how she drives meaningful change. One example is her introduction of a streamlined communication system that transformed how teams collaborate across On Verve. The new approach significantly improved efficiency and reduced cross-departmental delays. But more importantly, it created a culture where individuals felt empowered to take ownership of their work.

Gabbie’s journey and her nomination is a reminder of what being a great leader is about. It’s about showing up when it counts, caring deeply for the people around you, and finding moments to bring joy and creativity even in challenging times.

We’re incredibly proud to celebrate Gabbie as a Shining Star finalist. She embodies everything On Verve strives for: thoughtful, bold, uplifting, and always human.

Congratulations Gabbie. You inspire us every day.

At On Verve, our mission is simple: to bring energy and humanity back into the workplace. Our DayMakers do this every day by turning small gestures into big moments of care. While kindness is universal, the ways we express it vary across cultures. From a bow in Japan to the aloha spirit in Hawaii, people everywhere have created rituals that say, “I see you, and you matter.”

Here are five day-making gestures from around the world and how they can inspire us to create more human workplaces.

The Japanese bow

In Japan, bowing is an art form. There are different depths of bow for different contexts: a shallow bow for a casual greeting, a deeper bow for respect, and even longer bows for sincere apologies. What unites them is the spirit of acknowledgement; it’s about honouring the presence of another person.

Workplace inspiration: You don’t need to bow at the office, but acknowledgement is everything. Instead of rushing past colleagues or guests, pause. Make eye contact, smile, and thank them sincerely. A five-second moment of recognition can shift someone’s entire day.

The Indian namaste

With palms pressed together at the chest and a slight bow, namaste is one of the most recognisable gestures of respect in the world. It means more than hello or goodbye; it’s a spiritual acknowledgement of the worth and humanity of the person in front of you.

Workplace inspiration: Too often greetings in the workplace become transactional: “Hi.” “Morning.” What if we slowed down? Whether it’s offering a warm handshake, a smile, or even a personalised “good morning, Sam”, intentional greetings can build connection from the very first moment of the day.

Sharing tea or coffee in the Middle East

In many Middle Eastern cultures, offering tea or coffee is a centuries-old expression of hospitality. The ritual isn’t about the drink itself — it’s about extending warmth, generosity, and belonging. Guests are rarely allowed to leave without sharing a cup, and that gesture says, “You are welcome here.”

Workplace inspiration: Every workplace can borrow this spirit of hospitality. Keep a coffee or tea station stocked and inviting or consider small “rituals of care” like offering water to a visiting guest. Even something as simple as sharing biscuits during a meeting communicates, “You’re valued here.”

The Hawaiian aloha spirit

Aloha is one of those words that doesn’t translate neatly. While it’s often used as hello or goodbye, its deeper meaning is about living with kindness, compassion, and harmony. It’s not just a word, it’s a philosophy: treat others with genuine warmth, and the world feels lighter.

Workplace inspiration: Encourage your team to embody “aloha” in interactions, whether with guests, clients, or colleagues. That means listening with empathy, greeting with warmth, and being generous with positivity. When workplaces adopt this spirit, they stop feeling transactional and start feeling more human.

The European cheek kiss or handshake

Across Europe, greetings vary widely. In France, it’s a kiss on each cheek; in Spain, two quick kisses; in parts of Eastern Europe, sometimes three. Elsewhere, a warm handshake or hug is the norm. Each culture adapts its own form of connection, but the underlying gesture is the same: closeness, trust, and welcome.

Workplace inspiration: Not every workplace will be comfortable with physical greetings, and that’s fine. What matters is creating a personal connection in a way that fits your culture. A handwritten welcome note for a guest, using someone’s name when you greet them, or remembering a detail from a past conversation can all replicate that feeling of personal warmth.

When we spoke to the DayMakers about cultural traditions from where they are from, Edyta mentioned a tradition from Poland, where, in addition to birthdays, they also celebrate name days (imieniny). Many people treat them just as seriously. It’s another opportunity to offer kind wishes or give small gifts, often more spontaneously and informally.

Polish calendars usually include the names celebrated on each day, so it’s common for people to check when their friends’ or coworkers’ name days are coming up. Unlike birthdays, name days don’t usually involve planned parties; instead, people might stop by, call, or simply offer a warm “Happy Name Day!”

These traditions may look different around the world, but they share a common thread: the power of human connection. A simple gesture, a bow, a smile, a warm welcome, can shift someone’s entire day.

That’s what our DayMakers do at On Verve: take inspiration from the world’s best traditions of kindness and hospitality and bring them into the workplace. Because through connection and genuine human care, every interaction has the power to make someone’s day.