Purpose of the Role

Overall, Purpose/Aim:

As a service professional, you will be expected to guide the onsite customer journey, tailoring each guest's experience to reflect the standards of a 5-star luxury hotel. You will be proactive, intuitive, and confident in engaging with clients daily—creating a seamless workplace experience and curating uniquely personal interactions that leave a lasting impression.

The successful candidate will report to the Front of House Manager and will be a people-oriented, trustworthy, and effective communicator. You will support the delivery of personalised services, contribute to service enhancements, and help coordinate engagement events within the hospitality area. Working alongside your manager and onsite colleagues, you will also help plan and execute community-building events and activities.

As a flexible and adaptable individual, you will take pride in ensuring the lobby and front of house area are impeccably presented and guest-ready at all times, reflecting a seamless and welcoming experience. A warm personality, combined with a natural flair for engaging with stakeholders and team members, will be key to promoting a ‘One Team’ approach and ensuring an outstanding visitor experience.

Key Responsibilities

• Ensure the highest standards of presentation are consistently maintained across all customer-facing areas, with particular attention to the immaculate appearance of the reception lobby and personal presentation, meeting five-star audit standards at all times.
• Foster a collaborative and supportive working environment, recognising and valuing the experience, guidance and expertise of your manager and colleagues.
• Deliver a proactive and personalised visitor experience through visible lobby hosting, concierge-style service and advance planning for tailored welcomes. Work closely with the Front of House Manager to ensure seamless service delivery during VIP visits, client meetings and group arrivals.
• Support the Front of House Manager as a key point of contact for occupier queries, service requests, escalations and day-to-day Front of House operations.
• Regularly review and contribute to the continuous improvement of Front of House SOPs, reception manuals and Health & Safety procedures. Support the maintenance of the FOH Handbook and ensure temporary cover staff are trained on site-specific processes and expectations.
• Consistently deliver a five-star level of service, ensuring every interaction reflects professionalism, warmth and a commitment to exceptional customer experience.
• Proactively identify opportunities to enhance service delivery by bringing forward ideas, recommendations and innovations, including local business partnerships, concierge recommendations and initiatives that improve the occupier experience.
• Maintain exemplary personal presentation at all times, demonstrating a courteous, professional and approachable manner. Where a uniform is provided, ensure it is clean, well-presented and maintained to the required standard.
• Complete ad hoc tasks and provide operational support to the Front of House Manager, Operations Portfolio Manager and Property Management team as required.
• Establish and maintain strong professional relationships with occupiers, contractors, visitors and all building stakeholders.
• Welcome, assist and direct all visitors promptly and efficiently, ensuring they receive a seamless arrival experience and are guided to their required destination or contact.
• Work closely with the Front of House Security team to ensure a consistent and exceptional customer journey. Identify any service gaps and liaise with the Security Manager to support improvements and additional training where required.
• Develop strong local knowledge to provide a concierge-style service, including recommendations for restaurants, retail, transport links and local events within the City of London.
• Respond professionally and efficiently to telephone, email and digital enquiries, ensuring all communication reflects the standards expected of a premium workplace.
• Maintain a visible and consistent presence within the reception lobby, ensuring the reception area remains attended throughout building opening hours.
• Support compliance with all landlord health and safety obligations, fire regulations and contractor management procedures. Ensure contractors operating on-site follow all company and site-specific safety requirements.
• Remain aware of and comply with all company policies, procedures, rules and operational requirements.
• Support the planning and delivery of occupier events, building enlivenment initiatives and concierge services, engaging with occupiers both in person and through digital platforms such as the building app.
• Create and distribute engaging communications, including posters, marketing materials and digital updates, to promote building activities, events and occupier information.
• Support the smooth day-to-day operation of the Level 7 meeting rooms, including managing bookings, room setups and event requirements. Work closely with the Front of House Manager to maintain high service standards and assist with the planning, coordination and delivery of meetings and events that enhance the occupier experience and encourage community engagement.
• Contribute creative ideas and recommendations for events and initiatives that maintain an engaging, welcoming and dynamic workplace environment.
• Assist the Front of House Manager in maintaining engaging, relevant and up-to-date content on the building app, supporting the promotion of events, services, building updates and occupier communications.
• Encourage occupier engagement by actively promoting building activities, supporting community initiatives and increasing awareness and usage of the building app.