Purpose of the Role

The purpose of this role is to provide flexible Front of House cover across both Commercial Reception and Residential Concierge environments, supporting absences including annual leave, sickness, training, and operational requirements.

You will maintain a professional and welcoming presence across multiple reception environments, acting as the first point of contact for visitors, occupiers, residents, contractors, and clients. Delivering exceptional customer service and creating consistently positive first impressions will be central to your role.

As a Hybrid Cover Team member, you will gain exposure to a wide variety of buildings, clients, service standards, and operational models across our portfolio. This role is designed to develop highly adaptable, service-focused professionals capable of operating confidently within premium corporate and residential environments.

Each site will have specific instructions and procedures to follow, and full training will be provided accordingly. Responsibilities and day-to-day duties may vary depending on individual site requirements and operational needs.

Flexibility, reliability, and independence are essential. You will be expected to work across multiple London locations (Zones 1–6), often at short notice. Weekly rotas will be issued for planned cover; however, same-day deployment may be required for emergency absences or operational changes.

This is a dynamic and rewarding role requiring professionalism, resilience, and confidence when adapting to new teams, buildings, and service expectations.

Key Responsibilities

Customer Service & Front of House Excellence

o Deliver a consistently high standard of customer service across commercial and residential environments.

o Act as a professional ambassador for the building, client, and company at all times.

o Provide a warm, confident, and proactive welcome to all visitors, occupiers, and residents.

o Create a premium front-of-house experience aligned with five-star service standards.

o Build positive working relationships with tenants, residents, contractors, and stakeholders.

Reception & Concierge Operations

o Maintain reception and concierge areas to exceptional presentation standards at all times.

o Meet and greet visitors and maintain accurate visitor management records.

o Contact tenants/residents where required before granting access.

o Manage incoming calls, intercom systems, and enquiries professionally and efficiently.

o Ensure reception desks remain staffed during operational hours unless agreed otherwise by site management.

o Manage deliveries and collections in line with site procedures and security protocols.

o Maintain accurate logs, reports, and operational records.

Commercial Hosting & Workplace Support

o Support meeting room coordination, bookings, and set-ups where required.

o Assist with hospitality services including refreshments and visitor hosting.

o Provide basic AV and workplace support where applicable.

o Support lobby hosting and occupier engagement initiatives.

Operational Flexibility

o Work across multiple sites with varying procedures and expectations.

o Quickly learn and follow site-specific SOPs and operational manuals.

o Maintain organised personal notes to ensure readiness for repeat cover at any location.

o Take ownership of reception operations during permanent staff absences.

Health, Safety & Compliance

o Follow all health & safety, fire safety, and contractor management procedures.

o Assist building occupants and visitors during emergencies when required.

o Only undertake tasks for which appropriate training has been provided.

o Comply with all company policies and procedures at all times.

Due to the nature of operations, duties may occasionally fall outside this description. Flexibility and teamwork are expected.

Skills, Knowledge and Experience

• Customer service expertise – experienced in high-quality front-of-house, concierge, or hospitality roles, capable of delivering consistent service across commercial and residential settings.

• Professionalism & Communication – articulate, confident, approachable, and solution-focused.

• Adaptability & Resilience – able to perform under pressure, adjust to new environments, and respond to last-minute changes.

• Organisation & Administration – competent at maintaining records, logs, and operational notes accurately.

• IT Skills – confident with Microsoft Office, Outlook, Teams; experience with visitor management systems preferred.

• Compliance Awareness – knowledge of health & safety and safe working practices; SIA or CCTV licences desirable but not essential.

SIA Security Guarding Licence and CCTV Licence welcomed but not essential.

Working Hours - While this is a zero-hours position, Cover Team members are expected to maintain regular availability and typically commit to a number of four shifts per week, subject to operational requirements and mutual availability.

Salary - £14.90 p/h

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Please see our Benefits Booklet for more information.