Guest Relations Host

Job Title

Job Description Summary

Job Description

1.Premium & Distinctive Guest and Client Experience

• Deliver elevated, warm, personalised service at all touchpoints—greeting, assistance, communication, and problem resolution with sincerity and ownership.
• Provide consistent service excellence across all client spaces and touchpoints through adherence to service playbooks, premium hospitality standards, and established SOPs.
• Create memorable moments through personalised interactions, attention to detail, and thoughtful gestures that reflect premium workplace hospitality.
• Act as a visible, professional, and welcoming presence in reception, client suites, and all guest-facing areas.
• Serve food and beverages (F&B) in line with hospitality standards within client suites and designated hospitality zones.

2. Front-of-House Operations, Coverage & Wayfinding

• Always ensure front-of-house staffing coverage during business hours, including adherence to roster and coverage expectations.
• Perform opening and closing duties as part of daily operations (e.g., space readiness checks, systems sign-on/off, signage and collateral setup, area resets) in line with SOPs.
• Manage all reception operations including greeting guests, directing visitors, and coordinating with employee hosts.
• Provide formal wayfinding support as a defined responsibility, guiding and escorting guests and employees to meeting rooms, client suites, work floors, amenities, and services.
• Maintain a visitor log as an operational requirement (in addition to electronic visitor registration), ensuring records are accurate, complete, and compliant.
• Oversee electronic visitor registration, badge issuance, and visitor records.
• Manage and support Lost & Found in line with policy, including logging, safe storage, communication, and appropriate disposition of unclaimed items.
• Respond to incoming calls, inquiries, and requests with professionalism, accuracy, and timely follow-up.
• Collaborate regularly with Security to monitor front-of-house and guest-facing spaces, aligning on access control, incident response, and overall safety.

3. Workplace Readiness, Hospitality & Facilities Support

• Ensure all guest-facing areas—including reception, client suites, meeting rooms, mailroom counter (where applicable), and hospitality zones—are inspected daily and maintained to high premium standards.
• Take ownership of pantry, vending, and utility room management in front-of-house / guest-facing areas, including stocking, hygiene, and presentation.
• Manage desk and counter hygiene standards (e.g., cups, utensils, wipes availability, cleanliness of surfaces) in reception and client suites, escalating issues to housekeeping where required.
• Manage pantry provisions and white goods compliance (e.g., appropriate use, safety, escalation for maintenance) within front-of-house / client suite zones.
• Assist with daily security sweep checks in flexible working environments, identifying and reporting any risks, hazards, or non-compliance with workplace policies.
• Coordinate meeting room bookings, event setups, and catering and hospitality delivery for guest-facing spaces.
• Support workplace administration including supply management, room and suite resets, and general upkeep of reception and client areas.
• Supervise cleaning vendors during deep cleaning and site upgrades in front-of-house, client suites, and adjacent zones to ensure standards, safety, and agreed scope are met.

4. Mailroom, Lockers, Cards & Logistics Support (as assigned)

• Rotate formally between the Mailroom and Client Suites based on roster, maintaining consistent service and presence in both areas.
• Handle mailroom-related tasks alongside guest services, including receiving, sorting, and distributing mail and parcels, and supporting domestic/international mail processes as required.
• Support basic mailroom reporting and administrative tasks as directed (e.g., mailing logs, monthly summaries).
• Manage employee lockers end-to-end, including allocation, assignment, password resets, handover, and issue resolution.
• Oversee the locker allocation governance model jointly with the business / FM to ensure fair, transparent, and controlled locker usage.
• Issue and manage taxi cards, access cards, lift cards, parking tickets, and visitor badges in line with defined controls and procedures, maintaining accurate logs and data integrity.
• Provide logistics support to internal clients as a recurring duty—not only for events—such as small item movements, materials handling in front-of-house / client areas, and coordination with vendors and internal teams where applicable.

5. Events, Tours, HR Support, Engagement & Brand

• Assist with events, tours, executive engagements, and special on-site activities hosted in or passing through front-of-house and client areas, ensuring a polished, well-coordinated experience.
• Support restaurant bookings and recommendation tours for users and visitors, in alignment with hospitality guidelines and local protocols.
• Provide HR support for new joiner office tours in collaboration with HR and Experience teams, highlighting key touchpoints such as reception, client suites, amenities, and workplace etiquette.
• Manage and maintain program materials, SharePoint sites, and digital tools relevant to front-of-house, guest services, and experience programs (as assigned).
• Ensure brand compliance for client and company materials used in reception, client suites, and guest-facing communications (e.g., signage, presentations, collateral).

6. Administration, Data Integrity & Support to Experience Leadership

• Provide general administrative support including assistance with invoices, basic expenses coordination, meeting and travel arrangements, and documentation tasks related to guest services and workplace programs (as assigned)..
• Hold explicit responsibility for data accuracy and database integrity related to service delivery (e.g., visitor records, Lost & Found logs, locker records, card logs, mail logs, checklists).
• Maintain sustainability documentation and support waste reporting related to front-of-house and mailroom activities, when assigned.
• Support the Experience Leadership team and workplace programs, with a strong emphasis on enabling high-quality delivery rather than only performing front-of-house tasks.

7. Operational Excellence, Behaviour & Collaboration

• Support the broader Corporate Real Estate and workplace strategy by proactively identifying operational needs, potential risks, and service gaps, ensuring they are addressed through appropriate channels.
• Act as first response via Building Page (CRES) where required for issues related to front-of-house, client suites, and nearby zones, ensuring prompt triage and escalation.
• Demonstrate strong focus on instruction following, task execution, and independent working—completing duties accurately, consistently, and on time.
• Maintain a strong operational cadence, including stocking supplies, completing daily/weekly checklists, meeting deadlines, and closing out tasks.
• Uphold safety, security, compliance, and confidentiality standards to maintain a reliable, well-governed, and trusted workplace experience.
• Work proactively and collaboratively with workplace, facilities, operations, security, mailroom, CABM, HR, and experience teams to deliver cohesive, end-to-end service.
• Contribute insights, observations, and recommendations that enhance service quality, streamline workflows, and elevate the overall employee, guest, and stakeholder experience.
• Provide flexible support across the site as needed to maintain consistent service standards and ensure smooth daily operations.
• Complete 100% of mandatory Workplace Experience (WX) training requirements and consistently adhere to approved uniform and grooming guidelines, ensuring readiness, professionalism, and brand representation at all times.