Front of House/Receptionist

Job Title

Job Description Summary

Job Description

The Front of House Receptionist plays a key role in creating a professional and welcoming environment, acting as the first point of contact for all visitors, staff, and contractors. Reporting to the Site Facilities Manager and working closely with the wider Facilities Team, the receptionist is responsible for delivering a polished and friendly front-of-house experience, ensuring exceptional customer service and smooth day-to-day reception operations. As the first point of contact, the receptionist plays a key role in ensuring a positive experience on site, supporting day-to-day front-of-house operations, meeting room coordination, and general administrative duties.

Core Responsibilities:

• Ensure the consistent availability and presentation of front-of-house facilities and services

• Maintain a safe, secure, clean, and welcoming environment for all staff, guests, and contractors

• Manage bookings and provide support for meeting rooms and collaborative spaces as required

• Serve as the primary front desk point of contact, offering information and assistance as needed

• Provide a warm, professional, and courteous welcome to all individuals entering the building

• Build positive relationships with internal stakeholders, including senior staff and visiting clients

• Handle sensitive information and communications with professionalism and discretion

• Accurately record visitor and contractor details, ensuring compliance with site protocols

• Support with general administrative tasks and other duties as assigned by management

• Respond promptly and professionally to telephone and email inquiries

• Provide local information and assist visitors with directions, transport, and dining recommendations

• Manage the receipt and redirection of mail, phone calls, and packages as appropriate

• Coordinate with departments such as Events, Facilities, and Housekeeping to ensure seamless support

• Proactively anticipate visitor needs and ensure an exceptional guest experience

• Provide occasional support to the mailroom team as required

Office Facilities & Service Support:

• Assure availability of snacks and drink selection

• Assure site accessibility for people requiring special needs assistance

• Assure postal and special delivery services (receipt, distribution, collection) operate smoothly

• Maintain a positive relationship with the vendors, work alongside them to meet required response times and provide appropriate levels of service

Maintaining a Safe, Secure & Comfortable Environment:

• Ensure all building occupants are aware of their responsibilities when hosting visitors on site

• Communicate visitor protocols clearly to all guests to ensure compliance and a safe experience

• Monitor the use of access control systems and ensure appropriate ID badges are worn at all times; liaise with security for issuing or replacing passes as needed

• Provide clear briefings on site rules to clients and visitors upon arrival

• Adhere to and support visitor sign-in procedures in line with audit and compliance requirements

• Assist with or direct individuals to medical support services when requested

Meeting and Collaboration Space Management

• Coordinate the booking of meeting rooms, offices, and collaboration spaces for employees, ensuring all reservations are confirmed

• Prepare and configure meeting spaces to meet the specific needs of occupants

• Reset meeting rooms to their original or next occupant’s preferred setup after each use

• Maintain cleanliness and tidiness of reserved spaces to provide a welcoming environment for the next users

• Provide additional meeting support as requested by occupants

• Assist with the setup and troubleshooting of audiovisual equipment

• Respond promptly to stakeholder and senior leadership requests during meetings or events, such as providing stationery, refreshments, or other requirements

Help Point Support

• Serve as the primary point of contact for occupants seeking assistance

• Provide timely information, advice, and guidance to clients upon request

• Offer a welcoming and approachable presence to support occupants and visitors on site

• Deliver a service focused on ensuring a smooth and positive experience, enabling occupants to stay focused and productive

• Maintain thorough knowledge of site operations and effectively utilize the internal contact network to resolve queries

Visitor Reception and Coordination

• Warmly welcome and greet visitors upon their arrival on site

• Collaborate with hosts ahead of visitor arrivals to ensure a seamless check-in process, including site registration and ID badge issuance

• Proactively encourage clients to communicate any special requirements or needs in advance, allowing for thorough planning and preparation to ensure a smooth and accommodating visit

Mailroom Duties (as required):

• Provide cover for the mailroom when necessary

• Sort and distribute incoming mail and deliveries in accordance with site protocols

• Arrange courier collections and process outgoing mail (including franking and documentation)

• Liaise with building occupants to ensure timely and accurate mail services

• Hours of work alternate between 7.30am – 4.30pm and 8am – 5pm

Qualifications

• Proven relevant experience if no formal higher education

Skill and Experience

• 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

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