Job Title

Lead Receptionist

Job Description Summary

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.

Core Responsibilities:

Oversee the availability and smooth delivery of front-of-house services, including office facilities, refreshments, and visitor supportEnsure a safe, secure, and welcoming environment is maintained across all reception and public-facing areasManage the booking, setup, and upkeep of meeting rooms and collaborative spaces, ensuring they meet business needs and are client-ready at all timesServe as the primary point of contact for all front-of-house-related inquiries, offering guidance, support, and a high standard of customer serviceProfessionally meet and greet all guests, clients, and contractors, setting the tone for a positive and polished experienceBuild and maintain effective relationships with internal departments, senior leadership, and key stakeholders, acting as a trusted liaisonUphold confidentiality and professionalism in handling sensitive communications and documentationSupervise the sign-in and data recording process for visitors and contractors, ensuring all compliance and security protocols are followedRespond promptly and professionally to phone and email queries, escalating where appropriateCoordinate with departments such as Events, Facilities, and Housekeeping to deliver seamless support to internal and external visitorsProactively anticipate and accommodate guest needs to ensure a consistently exceptional experienceTake ownership of general administrative and office support duties as directed by managementProvide 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 visitorsSupport and promote accessibility throughout the reception and office spaces, ensuring the environment accommodates individuals with special requirementsFoster and maintain effective relationships with vendors and service providers, collaborating closely to ensure timely responses and high standards of service deliveryTake 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 areasEnsure all building occupants are aware of their responsibilities when hosting visitors, including adherence to visitor protocolsClearly communicate site rules and expectations to guests upon arrival, ensuring they feel welcomed and informedOversee the visitor sign-in process in alignment with auditing guidelines, ensuring accurate records and smooth check-in proceduresMonitor the use of ID badges and access controls; liaise with security to issue or replace passes as requiredRemain vigilant and proactive in identifying and addressing any front-of-house safety concernsProvide 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 reservationsConfigure / set-up meeting rooms to meet occupant needsReturn meeting rooms to original configuration after use or to desired configuration of next meeting occupantEnsure reserved space clean and tidy after use for next occupantProvide other meeting support services to occupants on requestAssist with setting or resolving any AV issuesEnsure requests from stakeholders and VPs are acted upon swiftly during events / meeting ie additional stationary, jugs of water etc

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 visitorsDeliver a consistently warm, professional, and approachable presence to enhance the overall workplace experienceProvide 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 arrivalLiaise with internal hosts prior to visits to ensure all arrangements are in place for a smooth check-in and registration experienceAnticipate 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 leadershipAct 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) AssessorFirst Aid CertificationFire Marshall TrainingHours of work alternate between 7.30am – 4.30pm and 8am – 5pm

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

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 hospitalityExcellent communication and interpersonal skillsStrong organisational skills and attention to detailConfidence working independently and taking initiativeProficient in Microsoft Office and other workplace systems

Desirable:

Knowledge of Health & Safety regulations relevant to facilities environmentsPrevious experience handling executive-level stakeholders

Personal Attributes

Professional and presentable at all timesFriendly, approachable, and confident in dealing with people at all levelsProactive, reliable, and capable of managing a varied workloadCalm under pressure with a solution-focused mindsetStrong sense of responsibility and a team-player mentality

INCO: “Cushman & Wakefield”