Senior Front Desk Lead — Reception & Guest Experience

Gibson Dunn; Greater London; On-site; GBP 28,000 - 36,000; Full time

Job summary

Gibson Dunn in London is seeking a Reception Supervisor to lead the reception team and ensure a warm, efficient welcome for visitors. The role oversees the main reception, visitor management, meeting room bookings and hospitality, acting as the first point of contact for partners, staff and clients.

The role currently leads two receptionists and covers 8:00 to 18:30 hours, with support across multiple sites and an upcoming office relocation.

Qualifications

• Previous experience in a senior front of house or reception role, ideally in a law firm, high-end hospitality or corporate environment.
• Experience supervising or leading a team.
• Excellent communication and interpersonal skills, with a polished and professional manner.
• Strong organisational and problem solving skills, with the ability to prioritise a busy, changing workload.
• Ability to work well under pressure and within a team environment.
• Proficiency in Microsoft Office Suite and experience with room booking and visitor management systems.

Responsibilities

• Supervise the reception team day to day, checking in with the team regularly and making sure reception always has appropriate cover.
• Manage the team’s performance, including appraisals, and support the team’s training and development.
• Prepare rotas, approve holiday, record absence, and recruit and induct new receptionists.
• Deliver a consistent, five-star service to every visitor, greeting regular visitors by name and recording their preferences.
• Cover the reception desk as needed, including during breaks, absences and peak periods.
• Act with professionalism and discretion at all times, respecting the confidential nature of the firm’s work.
• Make sure all visitors are registered and issued passes, in line with the firm’s security and data protection requirements.
• Work with building security and Facilities on access control, evacuations, incidents and health and safety.
• Manage meeting room bookings and set-up, including complex and multi-day requests, and accommodate last-minute changes calmly and efficiently.
• Prepare a weekly plan of conference room requirements, coordinating with catering, AV, secretaries and practice and business services teams, and manage changes with stakeholders as plans evolve.
• Prioritise competing requests effectively, and communicate changes clearly and promptly to partners, staff and the reception team.
• Ensure that reception, client areas and meeting rooms are clean and tidy throughout the day.
• Work with practice groups, Facilities, Secretarial and other business services teams to deliver client meetings and office events seamlessly.
• Review reception processes regularly, propose improvements to the Operations Manager, and handle special projects as assigned.

Skills

Team leadership

Reception management

Communication skills

Organisation

Problem solving

Customer service

Tools

MS Office

Room booking software

Visitor management system

Job description

Gibson Dunn in London is seeking a Reception Supervisor to lead the reception team and ensure a warm, efficient welcome for visitors. The role oversees the main reception, visitor management, meeting room bookings and hospitality, acting as the first point of contact for partners, staff and clients.

The role currently leads two receptionists and covers 8:00 to 18:30 hours, with support across multiple sites and an upcoming office relocation.