Senior Front of House Lead — 5-Star Client Experience

CBRE Group, Inc.; Greater London; Hybrid; GBP 36,000 - 48,000; Full time

Job summary

CBRE Group, Inc. is seeking a Senior Front of House Coordinator to lead the client-facing floor experience across the site in London.

You will partner with management to maintain five-star service standards, oversee guest handling, meeting room coordination and client lounge operations. You’ll manage shifts from 07:00–19:00, coordinate with facilities, catering, security and IT/AV teams, and drive continuous improvement through feedback and audits.

Qualifications

• Essential: Proven front of house, reception or hospitality experience in a premium corporate or client-facing environment.
• Essential: Strong eye for detail and presentation; understands what a five-star client experience looks like.
• Essential: Comfortable with Outlook, Teams and Excel.
• Desirable: Previous supervisory, senior or shift lead experience.
• Desirable: Experience supporting performance conversations or onboarding new starters.
• Desirable: Experience running audits, checks or quality logs.
• Desirable: Experience with Teams Shifts, NFS / room booking systems and Power BI dashboards.
• Desirable: Experience in a CBRE or facilities management setting.

Responsibilities

• Lead by example in delivering a consistent 5-star Front of House and workplace experience for clients, visitors and colleagues.
• Create a warm, professional and welcoming environment across shared client-facing spaces.
• Support visitor management, including guest registration, host notifications, client arrivals and escorting guests as required.
• Oversee the day-to-day presentation and readiness of client facing areas, ensuring spaces remain professional, organised and guest ready.
• Support the coordination of meeting rooms, catering, refreshments and last-minute client or meeting requirements, working proactively to resolve issues.
• Provide attentive Client Lounge service, including welcoming guests, offering refreshments, managing coats and responding to additional requests.
• Monitor shared spaces and equipment, escalating housekeeping, maintenance, AV or building-service issues where required.
• Support inbox management, telephone enquiries and other workplace administrative responsibilities relevant to Front of House.
• Work collaboratively with Workplace, Events, Catering, Security, Housekeeping and other operational teams to provide a seamless workplace experience.
• Maintain awareness of Health & Safety, security and safe-working procedures, escalating hazards or concerns appropriately.
• Provide cross-team operational support where required, including mail, courier, deliveries and workplace supplies.
• Act as a point of support and guidance for the Front of House team, helping maintain service standards, consistency and attention to detail throughout the working day.
• Supporting the Team Lead
• Standards and Service Quality
• Delegate and oversee room checks and audits so every meeting space is set up, tidy and presentable before use.
• Make sure the Rendezvous grid is kept up to date after each room check, so the whole team has visibility.
• Ensure check-in procedures are followed correctly, including hosts for every guest, Client Lounge access rules and escorted 7th Floor client journeys.
• Accountability and Performance
• Call out missed standards and performance issues at the time they happen – calmly, fairly and consistently.
• Monitor timekeeping, station cover, handovers and communication when team members leave their station.
• Keep a clear record of recurring issues and share them with the Team Lead to support 1:1s and performance conversations.
• Recognise good work and coach team members to build confidence, ownership and initiative.
• Issue Management and Escalation
• Resolve minor operational issues directly and use sound judgement on what needs escalating.
• Escalate promptly to Management, Catering, Facilities, IT/AV, Security or the Client Lounge as appropriate.
• Log defects and damage with the Facilities Helpdesk, save records to the room logs folder and follow up until each issue is closed or clearly handed over.
• Planning and Coverage
• Prepare and share the Daily Team Schedule in advance, showing shifts, stations, timings, lunch cover and additional duties.
• Review the schedule throughout the day and adjust for sickness, annual leave, events and peak periods, communicating changes clearly.
• Support rota planning in Teams Shifts so core coverage from 07:00 to 19:00 is always maintained.
• As part of your duties and expectations, you will be asked to cover any shift gaps in the rota in case of last-minute sickness or annual leave.
• Feedback
• Monitor the Power BI feedback dashboard regularly and respond to all Front of House feedback, positive and negative.
• Follow up with the person who gave the feedback, keeping the Team Lead copied where appropriate.
• Log all feedback in the feedback action template so trends and performance can be tracked.

Skills

FOH experience

Attention to detail

Outlook proficiency

Teams proficiency

Excel proficiency

Tools

Power BI

Job description

CBRE Group, Inc. is seeking a Senior Front of House Coordinator to lead the client-facing floor experience across the site in London.

You will partner with management to maintain five-star service standards, oversee guest handling, meeting room coordination and client lounge operations. You’ll manage shifts from 07:00–19:00, coordinate with facilities, catering, security and IT/AV teams, and drive continuous improvement through feedback and audits.