Lead Receptionist

Job Title

Lead Receptionist

Job Description Summary

Job Description

Front of House / Lead Receptionist

Global Occupier Services - Facilities Management

Basildon, Essex

Cushman & Wakefield is a global leader in commercial real estate services, helping clients transform the way people work, shop, and live. The firm’s 53,000 employees in more than 70 countries provide deep local and global insights that create significant value for occupiers and investors around the world.

Cushman & Wakefield is among the largest commercial real estate services firms with revenues of $10.1 billion across core services of agency leasing, asset services, capital markets, facilities services (branded C&W Services), global occupier services, investment management (branded DTZ Investors), tenant representation, and valuations & advisory.

Role Purpose:

Reporting to the Site Facilities Manager and working as part of the overall Facilities Team, the Front of House Lead will oversee the day-to-day operations of our reception area and front desk team. As the first point of contact for visitors, clients, and staff, you will ensure a seamless and welcoming experience, uphold service standards, and lead by example in delivering exceptional customer service.

Core Responsibilities:

• Oversee the availability and smooth delivery of front-of-house services, including office facilities, refreshments, and visitor support

• Ensure a safe, secure, and welcoming environment is maintained across all reception and public-facing areas

• Manage the booking, setup, and upkeep of meeting rooms and collaborative spaces, ensuring they meet business needs and are client-ready at all times

• Serve as the primary point of contact for all front-of-house-related inquiries, offering guidance, support, and a high standard of customer service

• Professionally meet and greet all guests, clients, and contractors, setting the tone for a positive and polished experience

• Build and maintain effective relationships with internal departments, senior leadership, and key stakeholders, acting as a trusted liaison

• Uphold confidentiality and professionalism in handling sensitive communications and documentation

• Supervise the sign-in and data recording process for visitors and contractors, ensuring all compliance and security protocols are followed

• Respond promptly and professionally to phone and email queries, escalating where appropriate

• Coordinate with departments such as Events, Facilities, and Housekeeping to deliver seamless support to internal and external visitors

• Proactively anticipate and accommodate guest needs to ensure a consistently exceptional experience

• Take ownership of general administrative and office support duties as directed by management

• Provide leadership and support to reception colleagues, ensuring consistent standards and coverage at all times

Office Facilities & Services

• Ensure the consistent availability and presentation of snacks and beverages in all front-of-house areas, maintaining a welcoming environment for both staff and visitors

• Support and promote accessibility throughout the reception and office spaces, ensuring the environment accommodates individuals with special requirements

• Foster and maintain effective relationships with vendors and service providers, collaborating closely to ensure timely responses and high standards of service delivery

• Take ownership of front-of-house facility standards, addressing any issues promptly and liaising with relevant departments to maintain a clean, safe, and professional environment

Maintaining a Secure, Safe, and Comfortable Front-of-House Environment

• Lead by example in upholding health, safety, and security protocols within the reception and communal areas

• Ensure all building occupants are aware of their responsibilities when hosting visitors, including adherence to visitor protocols

• Clearly communicate site rules and expectations to guests upon arrival, ensuring they feel welcomed and informed

• Oversee the visitor sign-in process in alignment with auditing guidelines, ensuring accurate records and smooth check-in procedures

• Monitor the use of ID badges and access controls; liaise with security to issue or replace passes as required

• Remain vigilant and proactive in identifying and addressing any front-of-house safety concerns

• Provide or coordinate appropriate support in the event of medical needs, ensuring visitors and staff are guided to the necessary assistance promptly

Reserve and Manage Meeting / Collaboration Space:

• Reserve meeting room, office or collaboration space for employees and confirm reservations

• Configure / set-up meeting rooms to meet occupant needs

• Return meeting rooms to original configuration after use or to desired configuration of next meeting occupant

• Ensure reserved space clean and tidy after use for next occupant

• Provide other meeting support services to occupants on request

• Assist with setting or resolving any AV issues

• Ensure requests from stakeholders and VPs are acted upon swiftly during events / meeting ie additional stationary, jugs of water etc

Front-of-House Support & Guest Services

• Serve as the central point of contact for all front-of-house inquiries, offering support, information, and guidance to occupants and visitors

• Deliver a consistently warm, professional, and approachable presence to enhance the overall workplace experience

• Provide hands-on assistance to ensure a seamless and welcoming environment that enables occupants to remain focused and productive.

• Maintain strong knowledge of site operations and key contacts to provide swift resolutions and accurate information

Visitor Experience & Coordination

• Lead the visitor welcome process by greeting all guests promptly and courteously upon arrival

• Liaise with internal hosts prior to visits to ensure all arrangements are in place for a smooth check-in and registration experience

• Anticipate and accommodate specific guest needs by encouraging pre-arrival communication and ensuring readiness of reception services

Stakeholder & Vendor Relationship Management

• Build and maintain strong professional relationships with internal stakeholders, external vendors, and senior leadership

• Act as a key point of contact for front-of-house service delivery, facilitating efficient communication and quick issue resolution through a trusted network of contacts

Desirable Certifications (Training Can Be Provided):

• Display Screen Equipment (DSE) Assessor

• First Aid Certification

• Fire Marshall Training

• Hours of work alternate between 7.30am – 4.30pm and 8am – 5pm

Qualities and Personal Attributes: Essential (unless noted as Desirable)

Qualifications

• Proven relevant experience, if no formal higher education

Knowledge

• Health & Safety legislation relevant to FM industry

Skill and Experience

Essential:

• Proven experience in a customer-facing role, ideally within facilities or hospitality

• Excellent communication and interpersonal skills

• Strong organisational skills and attention to detail

• Confidence working independently and taking initiative

• Proficient in Microsoft Office and other workplace systems

Desirable:

• Knowledge of Health & Safety regulations relevant to facilities environments

• Previous experience handling executive-level stakeholders

Personal Attributes

• Professional and presentable at all times

• Friendly, approachable, and confident in dealing with people at all levels

• Proactive, reliable, and capable of managing a varied workload

• Calm under pressure with a solution-focused mindset

• Strong sense of responsibility and a team-player mentality

We foster a culture of inclusion that embraces the unique strengths, perspectives, and experiences of all our employees. We firmly believe that our diversity enhances our team's capabilities, leading to improved decision-making, innovation, and business outcomes.

INCO: “Cushman & Wakefield”