VIP Front Desk & Guest Experience Lead

ST James Facilities; Greater London; On-site; GBP 21,000 - 26,000; Full time

Job summary

ST James Facilities is seeking a dedicated Lunch Cover for Buckingham Green to join the front-of-house team on-site. You will greet visitors, manage the reception area, and ensure a high standard of service for occupiers and clients in this high-profile estate.

The role requires strong communication, organisation, and timekeeping, with responsibilities including handling deliveries, answering calls, and maintaining accurate handovers and documentation.

Qualifications

• Proven experience delivering exceptional customer service in a corporate, hospitality, concierge, or front-of-house environment.
• Excellent verbal and written communication skills, with a strong command of the English language.
• Outstanding interpersonal skills, with the ability to build rapport with a diverse range of people.
• Strong organisational and administrative abilities, with excellent attention to detail.
• Proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint.
• Experience using Bluepoint or similar visitor management systems.
• A professional, positive, and proactive approach to work.
• Excellent timekeeping, reliability, and punctuality.
• Ability to work effectively as part of a team while also demonstrating initiative and accountability.
• Flexible and adaptable, with the ability to respond quickly to changing client and business requirements.

Responsibilities

• Covering the team’s lunch breaks.
• Welcome and assist all guests, visitors, occupiers, and clients, ensuring an outstanding customer experience at all times.
• Take ownership of the reception area and associated front-of-house spaces, ensuring they remain clean, organised, and presented to the highest standards.
• Act as the primary point of contact for all enquiries, responding professionally and efficiently to requests, questions, and concerns.
• Maintain and regularly update reception resources, including the St James manual, occupier procedures, contact databases, and operational documentation.
• Complete daily handovers and any front-of-house reporting requirements accurately and on time.
• Support the Front of House team lead and management team while developing strong working relationships with commercial and residential tenants.
• Assist with residential back-of-house operations when required, including the management and distribution of incoming deliveries.
• Respond flexibly and efficiently to changing business needs and unforeseen client requirements.
• Manage incoming telephone calls promptly and courteously, identifying caller needs, taking accurate messages, and directing enquiries appropriately.
• Handle challenging situations and distressed callers calmly, professionally, and with empathy.
• Report accidents, incidents, or concerns in accordance with company policies and procedures.
• Ensure compliance with all St James policies, procedures, codes of conduct, and Health & Safety regulations, including emergency response procedures.
• Ensure events and freebies are promoted and presented in appropriate manner.
• Undertake any additional duties required to support clients, customers, colleagues, and the wider business

Skills

Customer service

Verbal & written communication

Interpersonal skills

Organisational skills

Microsoft Office

Bluepoint

Timekeeping

Teamwork

Flexibility

Tools

Microsoft Office

Bluepoint

Job description

ST James Facilities is seeking a dedicated Lunch Cover for Buckingham Green to join the front-of-house team on-site. You will greet visitors, manage the reception area, and ensure a high standard of service for occupiers and clients in this high-profile estate.

The role requires strong communication, organisation, and timekeeping, with responsibilities including handling deliveries, answering calls, and maintaining accurate handovers and documentation.