Senior Receptionist

Overall Role

The Senior Receptionist serves as the professional face of our organization and the first ambassador of our client's culture, creating exceptional workplace experiences from the moment guests and visitors arrive. This position plays a pivotal role in delivering polished first impressions that reflect our client's dynamic, professional environment while supporting the Site Lead in executing operational excellence and the broader human experience strategy at the client workplace.

Operating in a boutique professional office environment, the Senior Receptionist provides personalized, high-touch service that meets the elevated standards expected in a sophisticated corporate setting. As a senior member of the site team, this role carries additional responsibility for operational oversight and serves as the Site Lead's deputy, providing backfill coverage and leadership support during the Site Lead's absence.

Duties & Responsibilities

Guest & Visitor Experience

• Provide exceptional first impressions through warm, professional, and polished greetings to all visitors, clients, and employees
• Manage visitor registration, security protocols, and escort procedures while maintaining a welcoming atmosphere
• Coordinate visitor logistics including meeting room assignments and refreshment services
• Handle incoming calls with professionalism and efficiency, routing inquiries appropriately
• Provide appropriate hospitality for VIP visitors and senior executives according to client protocols
• Maintain awareness of company activities and communicate relevant information to visitors professionally
• Exercise discretion and confidentiality when handling sensitive information and high-profile visitors
• Mentor and guide Junior Receptionist in delivering consistent service standards
  
  

Workplace Atmosphere & Engagement

• Serve as a professional ambassador of the company's culture, maintaining positive energy and approachability
• Proactively engage with employees, acknowledging personal milestones, work anniversaries, and achievements
• Create moments of positive impact through personalized interactions and professional courtesy
• Act as information hub for upcoming events and workplace activities
• Assist Site Lead in collecting employee feedback on F&B services and workplace satisfaction through informal interactions and formal surveys
• Lead by example in demonstrating exceptional service standards for the reception team
  
  

Site Operations & Operational Leadership

• Conduct thorough physical checks of Front-of-House (FOH) spaces to ensure the space is well-maintained, cleaned and ready for the business day
• Utilize workplace technology platforms effectively
• Create and track facilities management tickets for maintenance issues
• Monitor and follow up on service requests until resolution
• Support preventive maintenance programs through timely issue reporting
• Coordinate vendor access and sign-in for service providers including maintenance, cleaning, and delivery personnel
• Monitor pantry inventory levels and report restocking needs to Site Lead
• Serve as Site Lead's deputy and provide backfill coverage during Site Lead's absence (annual leave, medical leave, or other planned absences)
• Assume responsibility for general day-to-day operational oversight when acting as Site Lead including: Vendor coordination and performance monitoring Issue escalation and resolution Team coordination and daily briefings Client communication and stakeholder liaison Emergency response coordination Operational decision-making within delegated authority
• Support Site Lead with administrative tasks including reporting, vendor invoice verification, and operational documentation
• Participate in operational planning meetings and contribute to continuous improvement initiatives
  
  

Food & Beverage Service Support

• Support daily breakfast service coordination including monitoring setup, quality checks, and clearing in collaboration with catering partner (8:30am-10:00am)
• Coordinate with barista service to ensure coffee quality standards and timely service delivery throughout the day
• Assist with coffee/beverage service quality monitoring and restocking as needed
• Support pantry team with presentation and quality monitoring of daily fresh fruit service
• Ensure F&B service areas maintain professional presentation standards throughout the day
• Report F&B service issues or quality concerns to Site Lead promptly
• When acting as Site Lead, oversee F&B vendor performance and address service issues decisively
  
  

Event & Celebration Support

• Assist with event setup and coordination for company gatherings and celebrations
• Support registration and check-in processes for company events
• Coordinate lobby decorations for seasonal celebrations, company events, and special occasions
• Anticipate client needs to create memorable experiences
• Provide outstanding customer service and support memorable events that exceed client expectations
• Lead event coordination in Site Lead's absence, ensuring seamless execution
  
  

Mail Management

• Receive and process incoming mail and parcels
• Notify recipients of arrivals and manage secure storage
• Arrange courier services and manage outgoing parcels
• Maintain accurate logs of deliveries and shipments
  
  

Conference Room & Meeting Support

• Proactively manage meeting room bookings through workplace management systems
• Resolve scheduling conflicts and optimize space utilization
• Perform daily conference room checks and report maintenance issues
• Coordinate with IT and facilities teams to ensure seamless meeting operations
• Support meeting setup including technology, catering arrangements, and materials preparation when required
• Ensure meeting rooms are properly reset and maintained between bookings
• Provide guidance to Junior Receptionist on meeting support best practices
  
  

Team Coordination & Leadership Support

• Provide leadership and guidance to Junior Receptionist, ensuring consistent service delivery standards
• Support onboarding and training of new reception team members
• Coordinate daily task allocation and prioritization across reception team
• Act as primary point of contact for operational queries in Site Lead's absence
• Maintain operational continuity and team morale during leadership transitions
  
  

Candidate Specification

Experience

• Minimum 3-5 years of reception or customer service experience, with demonstrated progression to senior/supervisory level
• 3+ years experience in Hospitality and/or Tourism sector or related professional area (Preferably experience in airlines and hotel industry)
• Experience in corporate office environment required, particularly financial services or professional services sectors
• Proven experience supporting high-profile management teams (e.g., C-suite executives & VIP visitors) is essential
• Prior experience managing meeting room services is an advantage
• Familiarity with workplace management systems advantageous
• Experience in a leadership, supervisory, or team coordination role strongly preferred
• Demonstrated ability to manage operational responsibilities independently
  
  

Skills Required

• Excellent verbal and written communication skills
• Exceptional attention to detail and organizational abilities
• Strong multi-tasking capabilities with ability to prioritize effectively
• Proficiency in MS Office Suite
• Customer service orientation with ability to anticipate needs
• Proven ability to work independently and exercise sound judgment in decision-making
• Leadership and mentoring skills to guide junior team members
• Professional judgment in handling confidential and sensitive information
• Coordination skills for F&B service delivery and quality monitoring
• Problem-solving skills and ability to manage operational issues proactively
• Strong stakeholder management and communication skills
  
  

Personal Attributes

• Professional, courteous, and cooperative demeanor with polished presentation
• Confident, friendly, and engaging personality balanced with appropriate discretion
• Discreet and trustworthy in handling confidential information (essential for financial services environment)
• Adaptable and open to innovative workplace practices
• Strong drive to deliver exceptional service experiences
• Cultural awareness and sensitivity to diverse stakeholders
• Proactive problem-solving mindset
• Resilient and composed under pressure
• Natural leadership presence and ability to inspire confidence in team members and stakeholders
• Mature judgment and emotional intelligence
• Strong sense of ownership and accountability
  
  

Additional Requirements

• Ability to maintain composure in busy, fast-paced environment
• Flexibility to support various workplace initiatives and events
• Understanding of health and safety protocols
• Willingness to learn and adopt new technologies and processes
• Ability and willingness to provide backfill coverage for Site Lead during planned and unplanned absences
• Capacity to manage general operations on the ground and make operational decisions within delegated authority
• Standard working hours: Monday to Friday, 8:00am-5:00pm (excludes weekends and public holidays unless otherwise required)
• Flexibility to adjust schedule or extend hours when serving in Site Lead capacity during critical operational periods
  
  

Key Differentiators from Junior Receptionist Role

• Site Lead backfill responsibility and operational leadership during Site Lead's absence
• Greater autonomy in decision-making and issue resolution
• Mentoring and guidance responsibilities for Junior Receptionist
• Enhanced stakeholder management and client liaison expectations
• Participation in operational planning and strategic initiatives
• Higher level of accountability for overall site operations and service delivery