Front of House

Working hours: 9am-6pm

Location: Central London, Liverpool Street

The Front of House role provides a professional, welcoming and high-quality experience for employees, visitors, clients and contractors within a corporate workplace environment.

Working as part of the Facilities Management team, the role acts as a key point of contact for the client and building users, ensuring that reception and front-of-house services are delivered consistently, efficiently and in line with agreed service standards.

The successful candidate will represent both the Facilities Management provider and the client organisation, building strong relationships and maintaining a professional presence at all times.

Key Responsibilities

Front of House & Reception

• Provide a warm, professional and efficient welcome to all employees, visitors and clients.
• Manage the reception area and ensure it is maintained to a high corporate standard.
• Manage visitor arrivals, registrations, access requirements and departures in accordance with site procedures.
• Issue visitor passes and liaise with Security where appropriate.
• Answer and direct telephone calls and respond to general enquiries.
• Provide clear and accurate information regarding the building, facilities and workplace services.
• Assist visitors and employees with directions and general workplace queries.
• Maintain a high level of confidentiality and professionalism when dealing with clients and visitors.

Facilities Management Support

• Work closely with the wider Facilities Management team to support the smooth day-to-day operation of the workplace.
• Act as an initial point of contact for facilities-related queries and requests.
• Log and monitor facilities issues, escalating to the appropriate FM team member or service provider where required.
• Support the coordination of contractors, engineers and service providers attending site.
• Assist with meeting room and workplace service requirements.
• Support planned events, meetings and client activities where required.
• Report any building, health and safety, security or maintenance concerns promptly.
• Assist with emergency procedures and follow all relevant site protocols.

Client & Customer Experience

• Deliver consistently high levels of customer service to employees, visitors and client representatives.
• Build positive working relationships with key client contacts and internal stakeholders.
• Anticipate customer needs and proactively resolve issues wherever possible.
• Handle enquiries and complaints professionally, escalating where appropriate.
• Maintain a visible and approachable presence within the workplace.
• Contribute to a positive workplace experience and corporate environment.

Administration & Communication

• Maintain accurate visitor, contractor and reception records in line with company and client procedures.
• Monitor shared reception or facilities inboxes and respond to enquiries appropriately.
• Assist with reporting, service logs and other FM administration.
• Communicate relevant information to the FM team and client stakeholders.
• Ensure all documentation and records are maintained accurately and confidentially.
• Use relevant workplace, visitor management and facilities systems effectively.

Health, Safety & Compliance

• Follow all company and client health and safety policies and procedures.
• Ensure visitors and contractors comply with relevant site requirements.
• Report hazards, incidents, accidents and near misses promptly.
• Support emergency evacuation and business continuity procedures.
• Maintain awareness of building security and access control requirements.
• Complete all required training and comply with site-specific procedures.

Key Skills & Experience

Essential

• Previous experience in a Front of House, Reception, Customer Service, Hospitality or Facilities environment.
• Experience working within a professional or corporate environment.
• Excellent customer service and interpersonal skills.
• Professional appearance and confident, approachable manner.
• Excellent verbal and written communication skills.
• Strong organisational and administrative skills.
• Ability to remain calm and professional when dealing with challenging situations.
• Good attention to detail.
• Ability to work independently while also being an effective member of a wider FM team.
• Good IT skills, including Microsoft Office and the ability to learn workplace management systems.

Desirable

• Previous experience working within a Facilities Management environment.
• Experience supporting a corporate client or high-profile workplace.
• Knowledge of visitor management, access control and meeting room systems.
• Experience coordinating contractors or service providers.
• Relevant customer service, hospitality or facilities qualifications.

Key Competencies

• Customer Focus: Consistently delivers a high standard of service and understands the importance of the client and customer experience.
• Professionalism: Represents the organisation and client in a professional and positive manner.
• Communication: Communicates clearly and effectively with people at all levels.
• Teamwork: Works collaboratively with Facilities Management, Security, Cleaning, Engineering and other service teams.
• Problem Solving: Takes ownership of issues and identifies practical solutions.
• Organisation: Manages competing priorities effectively while maintaining attention to detail.
• Flexibility: Adapts to changing client requirements, workplace demands and priorities.
• Confidentiality: Handles sensitive client, visitor and workplace information appropriately.

Secondment Expectations

As part of the secondment into the client’s Facilities Management operation, the role will be expected to quickly understand and operate within the client’s workplace culture, service expectations, policies and procedures.

The individual will work collaboratively with both the existing Facilities Management team and client stakeholders, maintaining clear communication and ensuring continuity of service throughout the secondment.

The role may also be required to support wider FM activities outside of the traditional reception function, providing operational assistance where appropriate and within the individual's training and responsibilities.

Key Measures of Success

Success in the role will be demonstrated through:

• Consistently high standards of front-of-house and customer service delivery.
• Positive feedback from employees, visitors and client stakeholders.
• Effective management of visitor and reception processes.
• Timely and accurate escalation of facilities issues.
• Strong collaboration with the wider Facilities Management team.
• Compliance with client, health and safety and security procedures.
• Professional representation of both the Facilities Management provider and client organisation.
• A positive contribution to the overall workplace experience.