Purpose of the Role

The main purpose of the Reception Supervisor role is to ensure the delivery of a professional, welcoming and first-class front-of-house service at Norfolk & Ashton, Milton Keynes.

The Reception Supervisor will be responsible for the day-to-day running of reception, including the supervision and management of the on-site Receptionist, ensuring that high standards of customer service, presentation and operational efficiency are consistently maintained.

The successful candidate will act as a key point of contact for occupiers, visitors and contractors, building strong relationships and creating a positive and memorable experience for everyone entering the building.

Working closely with the Building Management team, the Reception Supervisor will also support occupier engagement initiatives, building operations and the overall customer experience.

Key Responsibilities

Reception Management and Team Supervision

• Oversee the daily operation of reception, ensuring a consistently professional and efficient service.

• Manage and supervise the on-site Receptionist, providing daily guidance, support and direction to ensure service standards are maintained.

• Allocate daily responsibilities, monitor performance and provide regular feedback, coaching and training to support the Receptionist's development.

• Coordinate reception cover, annual leave and absence arrangements to ensure the reception desk is appropriately staffed during operational hours.

• Lead by example, promoting a positive working environment and a customer-focused approach.

• Ensure all front-of-house procedures, administrative tasks and building protocols are followed consistently.

Customer Service and Occupier Experience

• Deliver a first-class customer experience to all occupiers, visitors and contractors.

• Build and maintain strong relationships with occupiers, understanding their requirements and responding proactively to their needs.

• Act as a key point of contact for occupier enquiries, requests and feedback, ensuring matters are addressed or escalated appropriately.

• Maintain a friendly, approachable and professional presence throughout the building.

• Support occupier engagement activities, community initiatives and building events to enhance the overall occupier experience.

• Liaise with building management and service partners to ensure a seamless customer experience.

Building Presentation and Operations

• Ensure the reception area, entrance and surrounding communal spaces are always presented to the highest standards.

• Maintain an excellent understanding of the building, its facilities, services and amenities.

• Support the coordination of building viewings, occupier visits and events when required.

• Assist the Building Management team with day-to-day operational and administrative duties.

• Liaise with cleaning, security, maintenance and other service providers to ensure the smooth running of front-of-house operations.

• Report building faults, maintenance issues and incidents through the appropriate reporting systems, following up where necessary.

• Maintain accurate visitor records, building information, operational documents and reception procedures.

Health, Safety and Security

• Ensure reception activities comply with the building's health and safety, security and emergency procedures.

• Maintain awareness of fire evacuation procedures, access control requirements and relevant building protocols.

• Assist with planned and unplanned building evacuations in accordance with site procedures and training.

• Report and escalate health and safety concerns, incidents and security issues promptly.

• Support the safe and professional management of visitors, contractors and deliveries.

Skills, Knowledge and Experience

It is the nature of work of SMR that tasks and responsibilities are, in many circumstances, unpredictable and varied. All staff are, therefore, expected to work in a flexible way when the occasion arises where tasks are not specifically covered in the Job Description and have to be undertaken.

Essential

• Previous experience working in a corporate reception, front-of-house or customer service environment.

• Previous supervisory or team leadership experience, with the ability to manage, motivate and support an on-site Receptionist.

• Excellent customer service skills, with a genuine passion for delivering a professional and welcoming experience.

• Strong interpersonal and communication skills, with the ability to build positive relationships with occupiers, visitors, contractors and colleagues.

• Excellent organisational and time management skills, with the ability to prioritise tasks and manage daily reception operations effectively.

• A proactive and hands-on approach, with the confidence to take initiative and resolve issues independently.

• Professional appearance and manner, with a positive, approachable and flexible attitude.

• Strong attention to detail and a commitment to maintaining high standards of presentation and service.

• Good IT skills, including proficiency in Microsoft Outlook, Word and Excel.

• Ability to remain calm and professional under pressure, handling challenging situations with confidence and discretion.

• A good understanding of health and safety, security and emergency procedures within a workplace environment.

Desirable

• Previous experience working in a multi-tenanted commercial office building or within the property management sector.

• Experience supervising, training and developing reception or front-of-house staff.

• Previous experience working alongside Building Management or Facilities Management teams.

• Experience coordinating occupier engagement activities, building events or community initiatives.

• Knowledge of visitor management systems, access control systems and facilities management reporting platforms.

• Experience liaising with service providers, including cleaning, security and maintenance contractors.

• First Aid at Work or Emergency First Aid certification.

• Fire Marshal training or experience assisting with building evacuation procedures.

• SIA CCTV license

Working Hours - 8am – 5pm

Salary - £30,000

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