Lead Receptionist

Lead Receptionist Role Purpose

Reporting to the Site Facilities Manager and working as part of the overall Facilities Team, the Front of House Lead will oversee the day-to-day operations of our reception area and front desk team. As the first point of contact for visitors, clients, and staff, you will ensure a seamless and welcoming experience, uphold service standards, and lead by example in delivering exceptional customer service.

Core Responsibilities

• Oversee the availability and smooth delivery of front-of-house services, including office facilities, refreshments, and visitor support.
• Ensure a safe, secure, and welcoming environment is maintained across all reception and public-facing areas.
• Manage the booking, setup, and upkeep of meeting rooms and collaborative spaces, ensuring they meet business needs and are client ready at all times.
• Serve as the primary point of contact for all front-of-house-related inquiries, offering guidance, support, and a high standard of customer service.
• Professionally meet and greet all guests, clients, and contractors, setting the tone for a positive and polished experience.
• Build and maintain effective relationships with internal departments, senior leadership, and key stakeholders, acting as a trusted liaison.
• Uphold confidentiality and professionalism in handling sensitive communications and documentation.
• Supervise the sign in and data recording process for visitors and contractors, ensuring all compliance and security protocols are followed.
• Respond promptly and professionally to phone and email queries, escalating where appropriate.
• Coordinate with departments such as Events, Facilities, and Housekeeping to deliver seamless support to internal and external visitors.
• Proactively anticipate and accommodate guest needs to ensure a consistently exceptional experience.
• Take ownership of general administrative and office support duties as directed by management.
• Provide leadership and support to reception colleagues, ensuring consistent standards and coverage at all times.

Office Facilities & Services

• Ensure the consistent availability and presentation of snacks and beverages in all front of house areas, maintaining a welcoming environment for both staff and visitors.
• Support and promote accessibility throughout the reception and office spaces, ensuring the environment accommodates individuals with special requirements.
• Foster and maintain effective relationships with vendors and service providers, collaborating closely to ensure timely responses and high standards of service delivery.
• Take ownership of front of house facility standards, addressing any issues promptly and liaising with relevant departments to maintain a clean, safe, and professional environment.

Maintaining a Secure, Safe, and Comfortable Front of House Environment

• Lead by example in upholding health, safety, and security protocols within the reception and communal areas.
• Ensure all building occupants are aware of their responsibilities when hosting visitors, including adherence to visitor protocols.
• Clearly communicate site rules and expectations to guests upon arrival, ensuring they feel welcomed and informed.
• Oversee the visitor sign in process in alignment with auditing guidelines, ensuring accurate records and smooth check in procedures.
• Monitor the use of ID badges and access controls; liaise with security to issue or replace passes as required.
• Remain vigilant and proactive in identifying and addressing any front of house safety concerns.
• Provide or coordinate appropriate support in the event of medical needs, ensuring visitors and staff are guided to the necessary assistance promptly.

Reserve and Manage Meeting / Collaboration Space

• Reserve meeting room, office or collaboration space for employees and confirm reservations.
• Configure / set up meeting rooms to meet occupant needs.
• Return meeting rooms to original configuration after use or to the desired configuration of the next meeting occupant.
• Ensure reserved space is clean and tidy after use for the next occupant.
• Provide other meeting support services to occupants on request.
• Assist with setting or resolving any AV issues.
• Ensure requests from stakeholders and VPs are acted upon swiftly during events / meetings.

Front of House Support & Guest Services

• Serve as the central point of contact for all front of house inquiries, offering support, information, and guidance to occupants and visitors.
• Deliver a consistently warm, professional, and approachable presence to enhance the overall workplace experience.
• Provide hands on assistance to ensure a seamless and welcoming environment that enables occupants to remain focused and productive.
• Maintain strong knowledge of site operations and key contacts to provide swift resolutions and accurate information.

Visitor Experience & Coordination

• Lead the visitor welcome process by greeting all guests promptly and courteously upon arrival.
• Liaise with internal hosts prior to visits to ensure all arrangements are in place for a smooth check in and registration experience.
• Anticipate and accommodate specific guest needs by encouraging pre arrival communication and ensuring readiness of reception services.

Stakeholder & Vendor Relationship Management

• Build and maintain strong professional relationships with internal stakeholders, external vendors, and senior leadership.
• Act as a key point of contact for front of house service delivery, facilitating efficient communication and quick issue resolution through a trusted network of contacts.

Desirable Certifications (Training Can Be Provided)

• Display Screen Equipment (DSE) Assessor
• First Aid Certification
• Fire Marshall Training
• Hours of work alternate between 7.30am - 4.30pm and 8am - 5pm

Qualities and Personal Attributes: Essential (unless noted as Desirable)

Essential qualities and personal attributes for this role include professionalism, friendliness, proactive reliability, calmness under pressure, and teamwork.

Qualifications

• Proven relevant experience, if no formal higher education.

Knowledge

• Health & Safety legislation relevant to FM industry.

Skill and Experience

Essential:

• Proven experience in a customer facing role, ideally within facilities or hospitality.
• Excellent communication and interpersonal skills.
• Strong organisational skills and attention to detail.
• Confidence working independently and taking initiative.
• Proficient in Microsoft Office and other workplace systems.

Desirable:

• Knowledge of Health & Safety regulations relevant to facilities environments.
• Previous experience handling executive level stakeholders.

Personal Attributes

• Professional and presentable at all times.
• Friendly, approachable, and confident in dealing with people at all levels.
• Proactive, reliable, and capable of managing a varied workload.
• Calm under pressure with a solution focused mindset.
• Strong sense of responsibility and a team player mentality.