JOB DESCRIPTION

Reporting to the site Facilities Manager and working as part of the overall Facilities Team, the Front of House Lead to 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.

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

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

• 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