Guest Services Host

Job objectives and 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.
• To be highly visible, always available and the “go to” person for queries
• Remain approachable, and helpful at all times

• Operate under a “How Can I Help?” mindset, consistently providing proactive, attentive, and personalised service.
• Deliver a professional, friendly, and attentive experience for all visitors and colleagues, anticipating their needs and exceeding expectations.
• To anticipate the needs of visitors and colleagues
• To proactively look out for building issues, ensuing a swift resolution
• Proactively manage queues, striving to make the arrival or departure process as efficient as possible
• Greet and acknowledge all visitors and colleagues in the lobby areas as they arrive/depart/pass by, ensuring they receive exceptional service
• Be the face of the facilities team by providing tangible service that is visible and easily accessible
• Actively host in the lobby, offering visible and approachable presence while managing visitor flow to ensure a smooth arrival and departure.
• Build rapport with frequent visitors, senior stakeholders, and VIP guests, maintaining awareness of personal preferences and protocols.
• Provide informed recommendations on local restaurants, hotels, shopping, and cultural activities, tailoring suggestions to guest preferences.
• Arrange taxis, chauffeur services, or onward travel, ensuring seamless door-to-door journeys.
• Always conduct oneself professionally, with discretion, tact, and attention to detail.

• 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…