Creating Moments
That Matter
Pfizer GWE with CBRE — Your self-paced learning companion
Explore the principles behind exceptional workplace experiences. Interactive scenarios, a superhero quiz, and your personal commitment. About 20 minutes.
Your journey
Pfizer Context — Why this matters in a Pfizer workplace
MMS Principles — Memorable · Mindful · Sensory
Your Superhero — Which principle champion are you?
8 Scenarios — Practise across all four Moments That Matter
Your Commitment — One change you'll make tomorrow
Why Hospitality in a Pfizer Workplace?
Understanding who we serve and why it matters
Pfizer's Purpose
Breakthroughs that change patients' lives.
Their ambition: change a billion lives a year. Their values — Courage, Excellence, Equity, Joy — guide everything.
Our responsibility: Create workplaces that enable those breakthroughs.
Courage
Spaces where people feel confident to take risks and do bold work.
Excellence
Every detail reflects the standard Pfizer sets for its science.
Equity
Inclusive experiences that make every person feel they belong.
Joy
Moments of delight that remind people why they choose to come here.
Why this matters now
Experience is no longer a nice to have.
Work is a choice. Coming to site must be earned. Consistency builds trust. Friction creates distance. Good experiences bring people back.
The MMS Framework
Three lenses for every workplace interaction
Make It Memorable
Create moments that leave a positive emotional impression. Surprise and delight, personalise, go above and beyond.
Workplace (Reception): Use the visitor's name, step out to greet them personally.
Technical Services: After resolving an issue, follow up to confirm everything's working.
Dining: Seasonal menu touches and rotating treats that spark conversation.
Make It Simple & Intuitive
Remove friction so guests can focus on their purpose. Clear navigation, smooth processes, anticipate needs.
Workplace (Floor Ambassadors): Provide clear directions without being asked.
PMO Team: Plan construction so visitor routes are never confusing or blocked.
Workplace Ops Leaders: Ensure systems and processes work seamlessly for every team.
Show Care Through Five Senses
Create environments that feel welcoming and inclusive. Warm interaction, comfortable spaces, thoughtful cues.
Upkeeping (Cleaning): Immaculate restrooms, fresh scent, spaces that feel cared for.
Dining: Inviting aromas, clear allergy labels, comfortable and welcoming environment.
Technical Services: Comfortable temperature, minimal noise disruption, professional spaces.
Quick Check
Reception steps out from behind the desk to greet a guest personally. Which principle is this?
Mindful
Making things simple
Sensory
Showing care through presence
Memorable
Creating a joyful surprise
Which Workplace Superhero Are You?
Every principle has a champion. Pick yours.
Captain Memorable
Make It Memorable
Creates joyful surprises. Personalises. Goes above and beyond.
Doctor Simplicity
Make It Simple
Removes friction. Solves problems calmly. Clarity is kindness.
The Caregiver
Show Care
Creates warmth and belonging. Leads with empathy and presence.
Practice Scenarios
8 real situations across 4 Moments That Matter. Answer from YOUR role — how would you contribute?
How to use these scenarios
Each scenario is something that could happen at any Pfizer site. Read it and respond from your perspective — whether you're in Workplace Ops, Technical Services, Dining, Upkeeping, PMO, or any other role. The point is to see how every team contributes to every moment.
Check-In
Two external guests arrive 10 minutes early for a leadership meeting. The host is running late and hasn't informed anyone. The guests are standing in the lobby looking around.
From your role — what do you do? What's your part in making this moment right?
Workplace (Reception): Step out from the desk, greet by name, escort to a comfortable space, contact the host proactively.
Technical Services: Ensure lobby screens are working, meeting room AV is pre-checked, and digital signage is displaying welcome info.
Upkeeping: Lobby and waiting area are immaculate. Fresh flowers, clean surfaces, pleasant temperature.
Workplace Ops Leaders: Ensure the "early arrival" protocol exists so every team knows their role when this happens.
Dining: Refreshments ready and offered without being asked — water, coffee, seasonal snack.
A VIP visitor arrives and their name badge has been printed incorrectly — wrong spelling and wrong company. They're visibly annoyed. There are 6 other visitors checking in behind them.
From your role — how do you recover this moment?
Workplace (Reception): Apologise sincerely, reprint immediately, offer to personally escort them. "I'm so sorry — let me fix this right now and walk you up myself."
Snr Workplace Ops Lead: Step in to support the team. Review the badge printing process afterwards — how did this happen? Build a verification step.
Technical Services: Ensure the badge printer is reliable, stocked, and fast. A 30-second reprint prevents a 5-minute recovery.
Workplace Ops Leaders: Create a standard for pre-visit data verification. The error was preventable upstream.
Meeting
AV fails 15 minutes before a senior leadership meeting. A vendor partner has a critical presentation loaded on the system. The host is asking for an update every 2 minutes.
From your role — how do you contribute to resolving this?
Technical Services: Take ownership: "I've got this." Backup laptop ready, HDMI cable in hand, alternative room on standby. Clear timeline to the host.
Workplace (Meetings): Manage the host's anxiety. Offer to move the group to a backup room. Keep refreshments flowing. Brief the vendor partner directly.
Workplace Ops Leaders: Ensure the backup protocol exists — every meeting room has a plan B documented.
PMO Team: If this is a recurring issue, flag it for the technology upgrade plan. Preventative investment over reactive fixes.
A senior leader is hosting 8 external partners for a half-day workshop. 30 minutes before, you discover the catering order is completely wrong — sandwiches instead of the requested hot lunch. The leader is already stressed about the agenda.
From your role — how do you help?
Dining: Contact caterer immediately. Elevate the presentation — proper plating, labels, garnishes, hot drinks. Make sandwiches look intentional, not like a mistake.
Workplace (Meetings): Shield the leader: "I'm handling it — you focus on your guests." Present the solution, not the problem.
Upkeeping: Ensure the dining area is spotless. Fresh table setup. Clean linens. The space should look premium regardless of what's being served.
Snr Workplace Ops Lead: Review the catering order process afterwards. Where did the breakdown happen? Build a confirmation step 48 hours before events.
Dining
During a seated lunch for 12 senior visitors, one guest quietly mentions a severe nut allergy. It wasn't flagged in advance. Dishes containing nuts are already on the table.
From your role — what's your part in making this right?
Dining: Respond warmly and discreetly. Remove nut dishes from their area. Prepare a safe alternative — beautifully presented, same quality. Confirm ingredients before serving.
Workplace (Floor Ambassadors): If you overhear, quietly alert the dining team. Support the flow so the guest doesn't feel exposed.
Workplace Ops Leaders: Ensure every event has an allergen check as standard. This should never rely on the guest disclosing in the moment.
Snr Workplace Ops Lead: Review the pre-event dietary collection process. Build allergen verification into the standard operating procedure.
An urgent kitchen equipment failure requires an emergency repair during the lunch service. The café is busy with 200+ colleagues and external visitors. Closing the kitchen would disrupt everyone.
From your role — how do you help manage this?
Technical Services: Assess the repair. Can it wait until after lunch? If not, work behind screens with minimal noise. Communicate a realistic timeline.
Dining: Set up a satellite food station before repairs begin. Redirect service flow. Friendly signage: "We're making things even better — options here."
Upkeeping: Screen the repair area. Keep remaining dining space immaculate. Extra cleaning rounds. No visible signs of disruption.
Workplace Ops Leaders: Coordinate the multi-team response. Brief all teams on the plan. Ensure communication to floor ambassadors.
PMO Team: If this is recurring equipment, add it to the maintenance upgrade schedule. Prevention over reaction.
Transition
A floor renovation requires closing the main visitor corridor for 3 weeks. External guests use this route daily to reach meeting rooms. The alternative route is longer, through a back-of-house area, and has no signage.
From your role — how do you protect the guest experience?
PMO Team: Install professional wayfinding before closure starts. Brief reception daily. Update all visitor communications. Test the route yourself first.
Workplace (Floor Ambassadors): Station yourself at key decision points during peak visitor times. Be the human wayfinding.
Upkeeping: Make the alternative route guest-ready — clean, well-lit, obstruction-free. Add plants. It's the guest route now, treat it like one.
Workplace Ops Leaders: Branded "Pardon our progress" signage. Consider a temporary welcome point on the detour.
Technical Services: Ensure lighting and climate control on the alternative route are up to guest-facing standard.
During a major client visit day with 40 external guests, two of three visitor restrooms go out of service due to a plumbing issue. The remaining restroom is on a different floor and not easy to find.
From your role — how do you respond?
Upkeeping: Working restroom immaculate — extra supplies, refreshed constantly, pleasant scent. This restroom is doing triple duty today, so triple the attention.
Workplace (Reception/Ambassadors): Brief all meeting hosts proactively: "Guide your guests to floor 4 — the facilities on 3 are being refreshed." No guest discovers the issue alone.
Technical Services: Assess the plumbing. Can one restroom be brought back quickly? Prioritise and communicate a realistic timeline.
Snr Workplace Ops Lead: Professional redirect signage immediately. Simple floor map at key points. Coordinate the multi-team response.
Workplace Ops Leaders: Ensure an "essential facility failure" protocol exists so every team knows their role when this happens.
Your Commitment
What is one small change you will make tomorrow?
You've Completed
Moments That Matter
Here's your journey summary
Submit Your Commitment
Copy and paste into your team's Microsoft Form for tracking.
What's Next?
Use MTM Inspiration Cards in team huddles. Access the AI Knowledge Assistant for guidance.
Hospitality is not extra work. It is how excellent IFM work feels to the guest.