Lexington Reception Services (LRS)
Front of House Manager
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Overall Purpose of the Role
The Front of House Manager is responsible for the overall leadership and management of Front of House and Reception Services, ensuring the highest standards of customer experience, operational excellence, and team performance are consistently delivered.
The role oversees the day-to-day operation of reception services, visitor management, meeting room coordination, occupier engagement, and administrative processes. Working closely with clients, stakeholders, service partners, and the Lexington Operations team, the Front of House Manager will drive service excellence, maintain operational standards, and foster a positive and engaging workplace experience.
The Front of House Manager will lead, motivate, and develop the Front of House team while building strong client relationships and identifying opportunities to continually improve service delivery.
Personal Profile
- Professional, approachable, and impeccably presented with a positive and proactive attitude.
- Passionate about delivering exceptional customer experiences and leading high-performing teams.
- Confident interacting with clients, visitors, stakeholders, and colleagues at all levels.
- Highly organised with the ability to manage multiple priorities in a fast-paced environment.
- Solutions-focused with excellent problem-solving and decision-making abilities.
- Adaptable and resilient, with the ability to remain calm under pressure.
Essential Skills & Experience
- Previous experience managing Front of House, Reception, Workplace, Hospitality, or Customer Service teams.
- Strong people management and leadership experience.
- Experience developing, coaching, and motivating teams.
- Excellent stakeholder and client relationship management skills.
- Strong organisational and administrative capabilities.
- Excellent verbal and written communication skills.
- Experience managing rotas, absence management, and recruitment processes.
- Strong understanding of customer service standards and workplace experience delivery.
- Proficient in Microsoft Office and workplace management systems.
- Good understanding of Health & Safety requirements within a corporate environment.
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Key Responsibilities
Client Care
- Ensure all visitors, clients, occupants, and stakeholders receive a professional and memorable experience.
- Maintain exceptional Front of House standards across all reception and customer-facing areas.
- Build and maintain strong working relationships with clients and key stakeholders.
- Act as the primary escalation point for Front of House service issues and enquiries.
- Monitor service delivery and implement improvements to enhance the customer experience.
- Ensure all client procedures, policies, and security protocols are followed consistently.
- Support site initiatives, events, and activities that contribute to workplace engagement.
- Proactively identify opportunities to improve operational efficiency and service excellence.
Teamwork and Communication
- Lead, manage, and develop the Front of House team to ensure consistently high standards of performance.
- Conduct regular one-to-one meetings, performance reviews, and development discussions.
- Manage team rotas, holiday planning, and staffing requirements.
- Support recruitment, onboarding, retention, and succession planning activities.
- Ensure all team members receive appropriate training and development opportunities.
- Communicate effectively with clients, stakeholders, team members, and Lexington management.
- Lead by example and act as an ambassador for Lexington Reception Services.
- Create a positive, engaged, and inclusive team culture.
Operational Excellence
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- Oversee the daily operation of Front of House and Reception Services.
- Ensure meeting room bookings and visitor management systems are maintained accurately.
- Monitor reception administration, reporting, and operational documentation.
- Ensure all Front of House areas are maintained to exceptional presentation standards.
- Coordinate with facilities, security, hospitality, and other service providers to ensure seamless service delivery.
- Complete operational reporting and administration accurately and within required deadlines.
- Monitor equipment, systems, and service requirements, escalating issues where appropriate.
- Ensure compliance with company policies, client procedures, Health & Safety requirements, and relevant legislation.
- Support continuous improvement initiatives and implement best practices across Front of House operations.
- Maintain confidentiality regarding client, visitor, and company information.
Personal Presentation
- Maintain a professional, positive, and approachable manner at all times.
- Adhere to company grooming and uniform standards.
- Demonstrate professionalism, integrity, and accountability in all aspects of the role.
- Act as a role model for customer service excellence and company values.
LRS Values
We are committed to creating a workplace that reflects our core values:
- Exceptional Service – Delivering excellence in every interaction.
- Respect for Everyone – Embracing diversity and working as one team.
- Aspirational – Continuously seeking improvement and innovation.
- Equality and Inclusivity – Ensuring fairness and opportunity for all.
- Nurture Great Talent – Supporting growth and development.
- Profitable – Contributing to sustainable business success.
- Have Fun – Enjoying what we do and celebrating achievements.
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