Front of House Officer

🎯 Role Definition

As the Front of House Officer, you are the brand's first ambassador. You will command our reception area, creating a lasting first impression that reflects our commitment to professionalism and excellence. This role is a critical hub of communication and coordination, responsible for managing the flow of people and information, upholding security standards, and providing unparalleled administrative and guest support. You will be instrumental in cultivating a positive, efficient, and five-star office environment for employees and guests alike.

📈 Career Progression

Typical Career Path

Entry Point From:

Guest Services Agent
Corporate Receptionist
Hospitality Professional
Executive Assistant

Advancement To:

Front of House Manager
Office Manager
Facilities Coordinator
Executive Assistant to C-Suite

Lateral Moves:

Events Coordinator
HR Administrator
Team Assistant

Core Responsibilities

Primary Functions

Act as the first point of contact for all visitors, clients, and staff, providing a warm, professional, and welcoming reception that positively represents the company's brand and values.
Manage a multi-line telephone system, efficiently screening and directing calls to the appropriate departments or individuals while handling inquiries with exceptional courtesy and accuracy.
Oversee the booking, scheduling, and preparation of meeting rooms and conference facilities using dedicated software, ensuring they are impeccably presented, AV-equipped, and ready for each appointment.
Uphold and enforce all building security protocols, including issuing and managing access cards, monitoring CCTV, and ensuring all visitors are properly signed in, badged, and escorted as per company policy.
Deliver a five-star customer service experience, proactively anticipating guest needs, resolving issues promptly, and going the extra mile to ensure a seamless and positive visitor journey.
Maintain the reception area, lobby, and adjacent guest facilities to the highest standards of cleanliness, tidiness, and professional presentation at all times.
Efficiently manage the daily intake and distribution of all incoming and outgoing mail, packages, and courier deliveries, maintaining accurate logs and ensuring timely and secure dispatch.
Provide comprehensive administrative support to various departments, including tasks such as data entry, document preparation, scanning, filing, and coordinating travel arrangements.
Assist in the coordination and execution of corporate events, meetings, and functions, providing on-the-ground support for guest registration, wayfinding, and general inquiries.
Coordinate with external vendors, suppliers, and service providers (e.g., catering, maintenance, couriers) to ensure smooth, timely, and efficient operations for the front office.
Monitor and maintain inventory levels for office supplies, stationery, and kitchen consumables, placing orders as necessary to prevent shortages and manage budgets.
Act as a designated first aider and/or fire warden (training provided), responding calmly and effectively to any on-site emergencies, incidents, or alarms.
Serve as the primary resource for troubleshooting minor office issues, such as equipment malfunctions or facility queries, escalating to the appropriate department when necessary.
Maintain and update internal databases and contact lists with accurate visitor, client, and staff information, ensuring data integrity and confidentiality.
Embody and champion the company's brand identity and service standards in every interaction, ensuring a consistent and high-quality experience for everyone.
Proactively gather and report guest and staff feedback to management, identifying trends and suggesting improvements to enhance the overall workplace and visitor experience.

Secondary Functions

Prepare and distribute daily or weekly reports related to visitor traffic, call volume, and other front-of-house metrics to inform management decisions.
Assist the HR department in the new hire onboarding process by preparing welcome packs, issuing security passes, and providing an introductory tour of the office facilities.
Manage appointment calendars for senior executives or client-facing teams, scheduling meetings and coordinating logistics with precision and foresight.
Process payments, issue receipts, and manage the point-of-sale (POS) system for any services, ensuring accurate cash handling and reconciliation.
Contribute to the continuous improvement of front-of-house procedures and service standards by providing valuable frontline feedback.
Collaborate closely with departments such as Facilities, IT, and HR to ensure seamless service delivery and resolve cross-departmental operational issues.

Required Skills & Competencies

Hard Skills (Technical)

High proficiency in Microsoft Office Suite (Outlook, Word, Excel, Teams) for communication, scheduling, and reporting.
Demonstrable experience with multi-line switchboard and modern telephony systems.
Familiarity with visitor management software (e.g., Envoy, Traction Guest) and room booking systems.
un
Competency in using and managing calendar management software (Google Calendar, Outlook Calendar).
First Aid, CPR, and/or Fire Warden certification is highly desirable.

Soft Skills

Exceptional verbal and written communication skills with a professional, articulate, and engaging demeanor.
A genuine passion for delivering five-star customer service and creating a positive, memorable visitor experience.
Impeccable organizational and time-management skills with the proven ability to prioritize and multitask effectively in a fast-paced environment.
High level of professionalism, discretion, and integrity when handling confidential information and sensitive situations.
Strong problem-solving abilities and a resourceful, proactive approach to anticipating needs and overcoming challenges.
Outstanding interpersonal skills with the ability to build rapport and collaborate effectively with individuals at all levels, from VIP clients to internal staff.
An unflappable and composed demeanor, with the ability to remain calm and efficient under pressure.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or equivalent.

Preferred Education:

Associate's or Bachelor's Degree.

Relevant Fields of Study:

Hospitality Management
Business Administration
Communications
Public Relations

Experience Requirements

Typical Experience Range:

2-5 years of experience in a high-volume, customer-facing role.

Preferred:

Previous experience in a corporate reception, luxury hospitality (4/5-star hotel), high-end retail, or airline front-line service environment is strongly preferred. Experience supporting senior-level executives is a significant plus.