Senior Front of House Coordinator

About the Role

As the Senior Front of House Coordinator for our Host Team, you will be a key pillar of support to the Front of House Team.

You will act as the main link between management and the team, making sure service standards are consistently kept, issues are actioned and followed through, and performance is addressed promptly so the team stays accountable.

Reporting to the Front of House Team Lead and based at Henrietta House, London, you will work across all client-facing floors, leading by example on the floor, responding to urgent operational changes and helping deliver a consistent five-star experience for every client and guest.

Shifts will total 40 hours per week, Monday to Friday, scheduled between 07:00 – 19:00 where required (core coverage 07:00–19:00).

What You’ll Do

• Core Workplace Experience Coordinator Responsibilities
• The Senior Front of House Coordinator is expected to perform the full duties and responsibilities of a Workplace Experience Coordinator across all client-facing floors.

The senior responsibilities set out below are additional to, and do not replace, the role’s core day-to-day front of house, reception, guest services, meeting room, Client Lounge and hospitality responsibilities.

• Workplace Experience & Hospitality
• Lead by example in delivering a consistent 5-star Front of House and workplace experience for clients, visitors and colleagues.
• Create a warm, professional and welcoming environment across shared client-facing spaces.
• Support visitor management, including guest registration, host notifications, client arrivals and escorting guests as required.
• Oversee the day-to-day presentation and readiness of client facing areas, ensuring spaces remain professional, organised and guest ready.
• Support the coordination of meeting rooms, catering, refreshments and last-minute client or meeting requirements, working proactively to resolve issues.
• Provide attentive Client Lounge service, including welcoming guests, offering refreshments, managing coats and responding to additional requests.
• Monitor shared spaces and equipment, escalating housekeeping, maintenance, AV or building-service issues where required.
• Support inbox management, telephone enquiries and other workplace administrative responsibilities relevant to Front of House.
• Work collaboratively with Workplace, Events, Catering, Security, Housekeeping and other operational teams to provide a seamless workplace experience.
• Maintain awareness of Health & Safety, security and safe-working procedures, escalating hazards or concerns appropriately.
• Provide cross-team operational support where required, including mail, courier, deliveries and workplace supplies.
• Act as a point of support and guidance for the Front of House team, helping maintain service standards, consistency and attention to detail throughout the working day.
• Supporting the Team Lead
• Act as the Team Lead’s right hand, deputising in their absence and keeping them informed of anything that affects service, the team or clients.
• Translate management priorities into clear daily direction for the team.
• Bring forward solutions, not just problems – share trends, risks and improvement ideas.
• Standards and Service Quality
• Set the tone for presentation, behaviour and client care across all client facing areas.
• Delegate and oversee room checks and audits so every meeting space is set up, tidy and presentable before use.
• Make sure the Rendezvous grid is kept up to date after each room check, so the whole team has visibility.
• Ensure check-in procedures are followed correctly, including hosts for every guest, Client Lounge access rules and escorted 7th Floor client journeys.
• Accountability and Performance
• Call out missed standards and performance issues at the time they happen – calmly, fairly and consistently.
• Monitor timekeeping, station cover, handovers and communication when team members leave their station.
• Keep a clear record of recurring issues and share them with the Team Lead to support 1:1s and performance conversations.
• Recognise good work and coach team members to build confidence, ownership and initiative.
• Issue Management and Escalation
• Resolve minor operational issues directly and use sound judgement on what needs escalating.
• Escalate promptly to Management, Catering, Facilities, IT/AV, Security or the Client Lounge as appropriate.
• Log defects and damage with the Facilities Helpdesk, save records to the room logs folder and follow up until each issue is closed or clearly handed over.
• Planning and Coverage
• Prepare and share the Daily Team Schedule in advance, showing shifts, stations, timings, lunch cover and additional duties.
• Review the schedule throughout the day and adjust for sickness, annual leave, events and peak periods, communicating changes clearly.
• Support rota planning in Teams Shifts so core coverage from 07:00 to 19:00 is always maintained.
• As part of your duties and expectations, you will be asked to cover any shift gaps in the rota in case of last-minute sickness or annual leave.
• Feedback
• Monitor the Power BI feedback dashboard regularly and respond to all Front of House feedback, positive and negative.
• Follow up with the person who gave the feedback, keeping the Team Lead copied where appropriate.
• Log all feedback in the feedback action template so trends and performance can be tracked.

What You’ll Need

• Essential: Proven front of house, reception or hospitality experience in a premium corporate or client-facing environment.
• Essential: Strong eye for detail and presentation; understands what a five-star client experience looks like.
• Essential: Comfortable with Outlook, Teams and Excel.
• Desirable: Previous supervisory, senior or shift lead experience.
• Desirable: Experience supporting performance conversations or onboarding new starters.
• Desirable: Experience running audits, checks or quality logs.
• Desirable: Experience with Teams Shifts, NFS / room booking systems and Power BI dashboards.
• Desirable: Experience in a CBRE or facilities management setting.
• Communication Skills
• Essential: Clear, calm and professional with clients, senior stakeholders and suppliers.
• Essential: Confident giving clear direction and constructive feedback to peers.
• Essential: Takes ownership, follows things through to completion and stays composed under pressure.
• Desirable: Experience handling VIP visits or complaints.
• What Success Looks Like
• Standards are visibly consistent across every floor, every shift.
• Issues are logged, actioned and closed – nothing is left hanging.
• Performance concerns are raised early and handled fairly, with clear records.
• The team has a clear daily plan and knows who is covering what, and when.
• The Team Lead can step away with confidence that the operation is in safe hands.
• Why CBRE

When you join CBRE, you become part of the global leader in commercial real estate services and investment that helps businesses and people thrive.

We are dynamic problem solvers and forward-thinking professionals who create significant impact.

Our collaborative culture is built on our shared values — respect, integrity, service and excellence — and we value the diverse perspectives, backgrounds and skillsets of our people.

At CBRE, you have the opportunity to chart your own course and realize your potential.

We welcome all applicants.

Applicant AI Use Disclosure

We value human interaction to understand each candidate's unique experience, skills and aspirations.

We do not use artificial intelligence (AI) tools to make hiring decisions, and we ask that candidates disclose any use of AI in the application and interview process.

These updates reflect our commitment to clarity, inclusivity, and a consistent candidate experience across all postings.

I ask you to encourage your teams to begin incorporating the updated statements into all new job adverts immediately - this will help us maintain alignment with our brand tone and hiring values.

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