Guest Services Reception Team leader

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, operationally hands-on role focused on team coordination, service excellence, and maintaining consistent standards while stepping up to lead the team when the Front of House Manager is on leave. The role requires flexibility, visibility, and a proactive presence across the operation.

Responsibilities include:

• Moving confidently and efficiently between multiple floors and buildings, often at short notice.
• Being agile, quick-thinking, and able to step into different areas of the business as needs arise.
• Reacting rapidly to operational gaps, service pressures, or unexpected challenges.
• Maintaining oversight of the 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.
• Inspiring, engaging, and guiding the team toward delivering outstanding service at all times.
• Building strong relationships with team members while leading, training, and motivating them to perform at their best.
• Assisting in guiding and empowering the reception team to deliver a professional, polished, and welcoming experience.
• Supporting rota planning and holiday cover to ensure adequate staffing across all sites.
• Helping monitor team performance and providing constructive feedback when required.

Reception Management:

• Leading, managing, and motivating a team of client hosts, ensuring they provide a welcoming, professional, and efficient service.
• Setting performance standards, monitoring team performance, and providing regular feedback and development opportunities.
• Developing and implementing training programs to maintain a high standard of service.

Client & Stakeholder Liaison:

• Maintaining positive relationships with internal teams and service partners.
• Communicating effectively with the Account Manager and Front of House Manager regarding operational updates.
• Stepping in to support client-facing duties during the Front of House Manager’s absence.
• Assisting with maintaining accurate visitor logs and meeting room bookings.
• Supporting implementation of site procedures and health & safety compliance.

Client and Visitor Experience:

• Serving as the main point of contact for high-level visitors and VIPs, ensuring their experience is smooth and exceptional.
• Addressing and resolving any issues or complaints in a professional manner, aiming for immediate and satisfactory resolution.
• Maintaining a high level of confidentiality and professionalism, especially when dealing with sensitive information or high-profile guests.
• Ensuring 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:

• Working closely with building facilities, security, and other service providers to ensure seamless daily operations and address issues promptly.
• Developing and maintaining 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.
• 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.
• Good interpersonal skills and natural ability to positively influence business decisions.
• Ability to work well under pressure, be proactive, and act with intuition.
• Knowledge of meeting room management systems and Microsoft Office Suite.
• Exceptional organizational skills and attention to detail.
• Professional and polite at all times.
• Extremely flexible, great at multitasking, and able to take ownership and accountability.
• High level of discretion, professionalism, and confidentiality.

Working Hours and Location:

• Full-time position requiring a high degree of flexibility for early morning and late evening coverage as needed.
• Role involves working across three buildings to cover operational gaps as required.
• Flexibility and mobility are essential to ensure seamless service delivery across all locations.

Health and Safety Responsibilities:

• Following Group and company policies and procedures at all times.
• Reporting any apparent deficiencies in systems of work or equipment that may result in a failure of service delivery or risk to health, safety, or the environment.
• Using all work equipment and personal PPE properly and in accordance with training received.
• Reporting any issues or training needs to your Line Manager and/or via your divisional incident reporting system.