Front of House Manager

We are looking for an exceptional Front of House Manager to join a team and become the welcoming face of a prestigious commercial property. The main purpose of this role is to maintain a professional and engaging presence at the front reception desk, providing assistance to everyone who visits and uses the building, from daily visitors and contractors to permanent tenants. You will play a key role in delivering a five-star customer experience, creating a warm, professional and lasting impression for everyone who walks through the door. We are looking for an outstanding communicator who takes genuine pride in providing exceptional service and going above and beyond for customers.

THE ROLE...

As Front of House Manager, you will be the first point of contact for the building, responsible for ensuring the reception experience consistently reflects the highest standards. You will build strong professional relationships with tenants, visitors, contractors, and colleagues, while ensuring the reception area and wider front-of-house operation are maintained to an excellent standard.

KEY RESPONSIBILITIES...

• Maintain the highest standards of presentation throughout the property, ensuring the reception area is clean, tidy, welcoming, and consistently meets five-star audit standards.
• Maintain a consistently professional appearance and demonstrate a courteous, helpful, and approachable manner at all times.
• Act as the first point of contact for all visitors, tenants, contractors, and guests attending the building.
• Meet and greet all visitors reporting to reception and maintain accurate visitor records.
• Promptly assist and direct visitors to their required location or contact within the building.
• Answer telephone calls and the on-site intercom system professionally and efficiently.
• Establish and maintain strong professional relationships with staff, occupiers, contractors, and visitors.
• Take ownership of the monthly reception newsletter and support the delivery of events and initiatives within reception.
• Engage with the wider placemaking team to help create an outstanding experience for occupiers and visitors.
• Maintain an up-to-date reception operations manual covering site-specific, tenant-specific, and departmental processes and procedures.
• Ensure the reception desk is staffed and attended throughout building opening hours.
• Deal with queries efficiently and professionally, escalating to the appropriate third party where required and ensuring the person raising the query is kept informed of actions, expected outcomes, and timescales.
• Develop a strong working knowledge of the property, its systems, and procedures to provide effective cover and support during team member absences.
• Complete all required reception, visitor, and operational logs accurately and in a timely manner.
• Follow all company, property, and site procedures, policies, and standards at all times.
• Support colleagues, occupiers, and visitors during emergency situations and participate in required emergency procedure training.
• Ensure health and safety and fire safety requirements are adhered to at all times.
• Ensure contractors arriving on site comply fully with contractor management, health and safety, and site procedures.
• Work flexibly and assist with additional duties or responsibilities when required to support the smooth running of the property.