Front of House Lead

Posted 25 Jun 2020


ABERDEEN (Security or Protective Services)

Job Type:permanentDuration:
Category:Security or Protective ServicesRecruiter Reference:25/06/2020
URL for Applications:Apply HereSalary:£13.67 ph

We currently have an opportunity for a Reception Lead to join our team. This is a great opportunity for a customer focused individual to join a world leading food and facilities management company, which can offer unrivalled opportunities for career progression.

Job Description

Job Title:

Front of House Lead





Responsible to:

General Services Manager

Hours of Work:

09.00 – 17.30 / Monday 0 Friday / as required *shift/absence cover

Hourly Rate:


Start Date:

3rd July 2020  / Continuous employment date:





1.  Purpose of the Job – State concisely the aim of the job.  

A warm welcome from the Front of House Services Team determines the first impressions for clients and visitors of our clients' business. The role of FOH Services Team is to ensure that we provide the highest level of client care and personal service to all stakeholders in the client’s business, which includes visitors, clients and subcontractors. The FOH Services Team, who will be coached and led by the FOH Lead (yourself) and GSM, are responsible for looking after the reception area, room reservations, switchboard, general enquiries and assistance, as well as the security of the Client premises and assets – internally and externally

2. Skills

Knowledge Required:

  SIA Security Licence holder

  Have a sound knowledge of Security and Front of House techniques

  Fully understands the Site and local Emergency procedures.

  Knowledge and understanding of the computer systems in operation 

  Knowledge and understanding of the CCTV system operation.

  Knowledge and understanding of alarm systems.

  Knowledge and understanding of badging system

  Understands the need to maintain diplomatic silence.

  Understands the need to display an official but courteous manner at all times.

  To remain alert and vigilant at all times in the protection of site assets.

  Control of all entrances of vehicles, visitors, and contractors to site and site Car Parks.

  Ensure that visitors and contractors are booked in and issued with an appropriate access pass

  Implement all instructions as detailed in the Standard Operating Procedures.

  Control the issue and return of keys.

  Provide telephone support in and out-with normal working hours.

  Accept delivery of mail out-with normal working hours.

  Patrol site in and out-with normal working hours internal/external patrols

  Carry out duties as detailed in the Emergency Procedure Manual site emergency.

  Keep Front of House and personal appearance up to the established prescribed standard.

  Carry out additional duties as required during a site emergency.

  Operating computer in relation to Front of House documents.

  Reporting of building maintenance issues.

  Ability to issue and receive detailed instructions both written and verbal.

  Maintains records of lost and found property.

  Maintains Front of House Daily Occurrence Book up to date and relevant.

 Full working knowledge of all areas and services in the building which are managed and run by Sodexo

3.  Main assignments – Indicate the main activities / duties to be conducted in the job.

 Responsible for work allocation to the FOH Services Team, keeping within the specified detail of the contract, and working principles.  

 Plan staff rota’s and manages staff hours worked, sickness and annual leave.  Report data to Line Manager as requested

 Ensure that standards are adhered to, trained to staff, recorded in the training record cards and maintained

 Ensure a high standard of personal hygiene and appearance and general cleanliness to comply with statutory and Company regulations, wearing company uniform as specified 

 To ensure that Company, Client and Statutory regulations regarding Hygiene, Safety, Fire and Security are complied with at all times

 To maintain and ensure teamwork and good ethics with your colleagues, supervisor and managers and to communicate clearly at all times 

 To ensure that you know and understand the daily work schedule/rota so that you are fully conversant with your expected duties 

 To ensure that all Clients/Guests are welcomed appropriately and attended to in a professional manner from the moment they arrive at Ithaca Energy and throughout their journey until we say farewell

 To present yourself in a professional manner at all times.

 Communicate visitor and client arrivals to the relevant hosts promptly so that the visitor/client is met in a timely manner

 Keep visitors informed/updated of any delays with their host 

 Ensure that any messages are passed onto to visitors/clients as necessary

 Handle all guest queries and supply them with relevant information

 Ensure the Front of House and surrounding areas are kept clean, tidy and presentable at all times

 Carry out regular meeting room checks (internal & external) to ensure the room are presentable, including restocking stationary as necessary

 Report any faults/ cleaning requests to the Facilities helpdesk when necessary in a prompt and efficient manner

 Handle internal and switchboard calls in professional manner, adhering to the client's specified scripting (for switchboard calls only)

 Assist with collating and information/data for reports and ad-hoc documentation to ensure that the client/facilities management team receive appropriate information in a timely manner

 Maintain and update SOP guides with new procedures when relevant

 Complete verbal and written handovers for other team members on start/end of shift or start/end of a break period

 Provide operational support to other teams to ensure service levels are maintained during peak periods

 Attend team meetings throughout the year to receive updates: new procedures, Sodexo/client news and the overall vision of the Sodexo contract

 Make and manage room reservation, update and review bookings where necessary to ensure they are most accurate and provide the best experience to the client

 Be aware of H&S legislation and be security conscious at all times

 Assist the General Services Manager in coaching and developing team members, including job chats and reviews appraisals

 Work with the General Services Manager on feedback provided and look at implementing solutions in a timely manner

 Take ownership of operations provided by the team and look to improve where possible

 Assist the General Services Manager in producing the Monthly Report for the Client 

 Assist the General Services Manager with Projects that have an aim to develop the services provided

 To liaise with other Sodexo departments to ensure the smooth operation of contracted services

 To assist with accepting deliveries of goods to the site and safe storage of items out with normal working hours. 

 To ensure all recorded, special delivery and courier mail has the appropriate signatures when they are received

 Support with the updating and maintaining of all corporate, staff and legislative notice boards as instructed 

 To carry out any reasonable management request. 

 To work reasonable amounts of overtime provided notice is given 


Contextual or other information

This job description is intended to give the post holder an appreciation of the role envisaged and the range of duties and responsibilities to be undertaken.  

  It does not attempt to detail every activity.  Specific tasks and objectives will be agreed with the post holder at regular intervals.  

  The post holder will be required to perform any other reasonable task, as requested by the Line Manager in order to meet the operational needs of the business

4.  Accountabilities – Give the 3 to 5 key outputs of the position vis-à-vis the organization; they should focus on end results, not duties or activities.

 Absence Management

 CHESM Audit Scores

 Health & Safety

 Customer Satisfaction

5.  Person Specification – Indicate the skills, knowledge and experience that the job holder should require to conduct the role effectively

 Previous experience 

 Meeting room booking systems.

 Switchboard operations/systems 

 Excellent communication skills with a keen eye for attention to detail 

 Enthusiastic with a ‘can do’ attitude 

 Calm under pressure 

 Customer focused with the ability to understand the needs of a client/visitor

 Positive approach to learning in role and identifying own training needs as appropriate 

 Self-motivated and able to work on own initiative within a team environment 

 Dealing with complaints whilst maintaining a professional outlook and positive attitude 

 Exceptional organisational skills 

 Able to work flexibly in accordance with business needs 

 Committed to ‘getting’ the job done without compromising service levels and professionalism 

 Team player with a ‘hands on’ approach for obtaining excellence in service delivery 

 Ability to converse at all levels and adapt to environment effortlessly 

 Proficient in use of IT platforms, Outlook, Word, Excel 

 Fluent in English both verbal and written  

6.  Training & Development 

To do any online training and development courses as required to support the Company,  Business and professional requirements


Main Responsibilities
  • Provide a 5 star welcoming experience, on the ground and 10th floor reception desks to all staff or visitors to the building, that encompasses entering and exiting the building, answering and routing calls to appropriate staff and giving appropriate site health and safety inductions
  • Ensure the general office, business lounge and meeting room environments are clean, functional and present an “unused” feel at all times when entered by a customer
  • Support the booking and organising of meeting rooms
  • Manage hospitality orders, from receiving orders from customers to clearing down areas
  • Provision of stationary, mail, courier & portering services
  • Deal directly with facility users and resolve any issues efficiently delivering a consistently high level of customer service
  • Be a party to a flexible working “One Team” culture between areas and departments, taking initiative in colleagues absence from work area and covering others where required
  • To be professional, pleasant, friendly, courteous and helpful at all times whilst carrying out duties to the highest standard
  • Ensure compliance with all Company and Client policies and procedures, statutory regulations relating to your work place, this will include but not limited to fire; health and safety; hygiene; working safely; COSHH. Ensure the safety and security of company and client property by yourself and the concierge team
  • Report any incidents of accident, fire, theft, loss, damage, unfit food or other irregularities to line manager, taking appropriate action where possible
  • Report all complaints and compliments to line manager, taking action where practicable
  • Any other reasonable request by Sodexo management
The Ideal Candidate


  • Previous reception experience
  • Experience of dealing with customers/clients and the public face to face and on the phone
  • Good IT skills & excellent telephone manner
  • Experience of working in multi-tasking environment
  • Able to communicate on all levels, excellent customer care skills
  • Knowledge of H&S
About The Company

In the UK and Ireland, Sodexo employs some 35,000 employees to deliver integrated facilities management services to clients at over 2,000 locations in the corporate, healthcare, education, leisure, defence and justice sectors. With an annual turnover of over £1bn, we provide everything from catering, cleaning and reception to security, laboratory and grounds maintenance services, enabling our clients to focus on their core business.

We are building on our support to the Armed Forces community through the development of specific pathways within our recruitment process to  support exforces personnel and reservists, those applying for jobs with us who meet the ideal candidate criteria for the role advertised are guaranteed to progress to the selection process.

Sodexo and our clients are committed to safeguarding and promoting the welfare of children and adults within a regulated activity. Certain roles will require applicants to undergo screening appropriate to the post, including checks with past employers and the Disclosure and Barring Service (DBS) and/ or Disclosure Scotland.

must have a current SIA licence
must have a current SIA licence

How to Apply

Apply Online