Guest Services Host

Responsibilities

Guest Services deliver a seamless, discreet, and memorable Guest, embodying the highest standards of hospitality within a fast paced environment, excelling in The Signature brand standard service that exceeds expectations and creates a memorable experience for all building users (visitors and colleagues).

To be an active and contributing member of the Guest Services team, ready to step in and support any area at any time and to go above and beyond expectations.

• Deliver an exceptional guest experience:
  Provide a warm, professional, and personalised concierge‑style service, anticipating needs and ensuring every visitor and colleague receives a unique experience.
• Manage lobby and client areas:
  Own the Client lobby and spaces by monitoring access, managing visitor check‑in/check‑out, controlling queues efficiently, and maintaining a welcoming, visible presence at all times.
• Be highly visible, always available and the “go to” person for queries.
• Remain approachable, and helpful at all times.

• Manage visitor registration, check‑in/check‑out, and access control in accordance with security policies, maintaining accurate audit trails and records.
• Support facilities inspections, floor walks, and proactively log and elevate work orders as required.
• Manage and respond to client queries in person, by email, or via online platforms, escalating to the appropriate teams when necessary.
• Maintain shared mailboxes, ensuring timely responses and proper filing of resolved queries.
• Order and manage stocks of visitor passes, stationery, IT peripherals, and other essential supplies.
• Maintain accurate records and provide daily forecasts to leadership on expected visitor numbers and special requirements.
• Ensure all tasks are completed in line with health, safety, and corporate compliance procedures.
• Support onsite facilities inspections, floor walks and service audits.
• Proactively log work orders.
• Triage colleague queries received in person, email and online, responding in a timely manner or referring them to the right team or self‑service channels.
• Ensure communication and follow‑up on any problems, visitor or colleague requests, and special requirements.
• Administrative tasks and ad‑hoc reporting.

• To support the setup of communal, event, collaboration, and meeting room spaces.
• To support keeping collaboration spaces tidy and return furniture as per locally specified arrangements.
• Learn, know and be able to provide visitors and colleagues with information on city maps and directories, restaurants and pubs, shops, in‑house services and daily functions, cultural activities, religious activities, sporting events, entertainment activities, special attractions, doctors, medical centres, transportation options etc.
• Utilise a “hands on” approach whilst ensuring the service delivery is at the highest prescribed standard.
• Create, update, and display signage as required to guide visitors and colleagues efficiently.
• Conduct visitor arrival/departure check‑in and check‑out by managing and issuing access, in a manner aligned with Signature standards.
• To elevate any feedback relating to the service provided by the service team.
• Recognise by sight the identities and roles of all senior management (as advised by the Client from time to time), as well as build a good working relationship with the personal assistants of such senior managers.
• Support the postal deliveries and associated processes, such as managing mail in/out, notifying colleagues of items for collection.
• Conduct regular checks of lobby areas, collaboration spaces and communal areas, ensuring layouts, equipment and furnishings meet the highest standards.
• Provide first‑line support for Audio Visual and IT equipment in meeting rooms, escalating unresolved issues promptly.
• Deliver hands‑on, personalised assistance to visitors and colleagues, including onward travel, concierge bookings, and local information.
• Monitor and elevate feedback regarding service quality, contributing to continuous improvement.
• Collaborate with onsite team in organisation, service delivery and support to meeting rooms and event logistics i.e.…