Guest Services Reception Team leader in London

• Team Leader
• Salary up to 34,000

Responsibilities

The Team Leader will support the Front of House Manager and Account Manager in delivering exceptional front of house services across three buildings and six floors.

This is a highly dynamic and operationally hands‑on role focused on team coordination, service excellence, and maintaining consistent standards—stepping up to lead the team when the Front of House Manager is on leave.

This role demands a high level of flexibility, mobility, and responsiveness.

It is not a static or desk based position, but rather one that requires you to be visible, proactive, and consistently present across the operation.

The ideal candidate will

• Move confidently and efficiently between multiple floors and buildings, often at short notice.
• Be agile, quick thinking, and able to step into different areas of the business as needs arise.
• React rapidly to operational gaps, service pressures, or unexpected challenges, “hitting the floor running” at any moment.
• Maintain oversight of the overall front of house operation by being active on the floor and in the lobby, supporting the team, and ensuring service standards are upheld in every location.
• To inspire, engage, and guide the team toward delivering outstanding service at all times.
• Build strong relationships with team members while leading, training, and motivating them to perform at their best.
• Assist in guiding and empowering the reception team to deliver a professional, polished, and welcoming experience.
• Support with rota planning and holiday cover to ensure adequate staffing across all sites.
• Help monitor team performance and provide constructive feedback when required.

Main duties

• Reception Management
• Lead, manage, and motivate a team of client hosts, ensuring they provide a welcoming, professional, and efficient service.
• Set performance standards, monitor team performance, and provide regular feedback and development opportunities.
• Develop and implement training programs to maintain a high standard of service.
• Client & Stakeholder Liaison
• Maintain positive relationships with internal teams and service partners.
• Communicate effectively with the Account Manager and Front of House Manager regarding operational updates.
• Step in to support client-facing duties during the Front of House Manager's absence.
• Assist with maintaining accurate visitor logs and meeting room bookings.
• Support in implementing site procedures and health & safety compliance.
• Client And Visitor Experience
• Serve as the main point of contact for high-level visitors and VIPs, ensuring their experience is smooth and exceptional.
• Address and resolve any issues or complaints in a professional manner, aiming for immediate and satisfactory resolution.
• Maintain a high level of confidentiality and professionalism, especially when dealing with sensitive information or high‑profile guests.
• Ensure that front‑of‑house areas, including reception, waiting areas, and meeting rooms, are well‑presented and meet corporate standards at all times.
• Collaboration And Communication
• Work closely with building facilities, security, and other service providers to ensure seamless daily operations and address any issues promptly.
• Develop and maintain strong relationships with internal stakeholders, such as executives, management, and support teams, to facilitate smooth communication and service delivery.

Person Specification

• At least 1 year’s experience in a comparable role.
• Share our Mitie values.
• Previous experience in a corporate reception or hospitality environment.
• Strong organizational skills and ability to multitask.
• Excellent communication and interpersonal skills.
• Professional, discreet, and customer‑focused approach.
• Have great interpersonal skills and a natural ability to positively influence business decisions.
• Be able to work well under pressure and have the ability to be proactive and act with intuition.

Essential

• Excellent communication and interpersonal skills, with the ability to interact effectively with high‑profile clients and senior executives.
• Knowledge of meeting room management systems and Microsoft Office Suite.
• Exceptional organizational skills and attention to detail, ensuring that all aspects of front‑of‑house operations are executed to a high standard.
• Professional and polite at all times.
• Extremely flexible.
• Great at multitasking.
• To take ownership and be accountable for own decisions.
• Excellent communicator.
• A high level of discretion, professionalism, and confidentiality.
• At least one year experience in the same position.
• Working Hours and location
• This is a full‑time position that requires a high degree of flexibility to support early morning and late evening coverage, depending on business needs.
• The role involves working across three buildings and providing support to cover operational gaps as required.
• Flexibility and mobility are essential to ensure seamless service delivery across all locations.
• Health And Safety Responsibilities
• Follow Group and company policies and procedures at all times.
• Report any apparent deficiencies in systems of work or equipment that may result in failure of service delivery or risk to health and safety or the environment.
• Use all work equipment and personal PPE properly and in accordance with training received.
• Report any issues or training needs to your Line manager and/or via your divisional incident reporting system.

Benefits

Our market‑leading flexible benefits scheme provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household.

So you can get expert advice by video or phone without having to leave your home.

We offer financial wellbeing assistance through our Salary Finance scheme.

For example, you could access 50% of your earned pay before payday for a small fee.

Salary Finance also offers competitive loans.

When you join us, we’ll give you a link to our flexible benefits platform, Choices.

This gives you the chance to customise your benefits to best suit your lifestyle.

You can choose from dental insurance, dining cards, coffee clubs, buying technology products at an affordable cost and much more!

We give you access to high street discounts from thousands of well‑known retailers, gyms and more through our Mi Deals platform. And we have a cycle‑to‑work scheme.

Life cover is the greater of your equivalent annual salary or a minimum of £10,000 – giving peace of mind for your dependants.

We also offer a save‑as‑you‑earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work.

There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people.

Progressing your career is therefore a top priority for us.

We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

EEO Statement

We are committed to ensuring our recruitment process is inclusive and accessible to all.

If you have a disability or long‑term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .

About Mitie

Since 1987, Mitie’s 80,000 employees have been maintaining companies globally.

We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites, hospitals and schools.

Join our Mitie Team.

We look forward to your application.

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