Guest Relations Host

Job Title

Job Description Summary

You will play a key role in shaping how the workplace is experienced every day, contributing to seamless operations, meaningful interactions, and a service culture that reflects the client’s high touch, people centric strategy. Whether engaging with employees, partners, or visitors, you will help ensure consistency, quality, and excellence across all touchpoints and workplace environments.

Guided by a high-performance mindset and an elevated service philosophy, you will support the creation of experiences that are intuitive, efficient, and aligned with the client’s Corporate Real Estate vision. Your work will contribute to operational excellence across the portfolio, enabling a workplace that is welcoming, productive, and representative of an esteemed global brand.

The ideal individual brings a strong spirit of service, professional maturity, and a passion for creating environments where people feel supported and valued. Those who take pride in teamwork, ownership, and delivering best in class outcomes will find this role an opportunity to make meaningful impact every day.

Job Description

1. Premium & Distinctive Guest and Client Experience

• Deliver elevated, warm, personalised service at all touchpoints-greeting, assistance, communication, and problem resolution with sincerity and ownership.
• Provide consistent service excellence across all client spaces and touchpoints through adherence to service playbooks, premium hospitality standards, and established SOPs.
• Create memorable moments through personalised interactions, attention to detail, and thoughtful gestures that reflect premium workplace hospitality.
• Act as a visible, professional, and welcoming presence in reception, client suites, and all guest-facing areas.
• Serve food and beverages (F&B) in line with hospitality standards within client suites and designated hospitality zones.

2. Front-of-House Operations, Coverage & Wayfinding

• Always ensure front-of-house staffing coverage during business hours, including adherence to roster and coverage expectations.
• Perform opening and closing duties as part of daily operations (e.g., space readiness checks, systems sign-on/off, signage and collateral setup, area resets) in line with SOPs.
• Manage all reception operations including greeting guests, directing visitors, and coordinating with employee hosts.
• Provide formal wayfinding support as a defined responsibility, guiding and escorting guests and employees to meeting rooms, client suites, work floors, amenities, and services.
• Maintain a visitor log as an operational requirement (in addition to electronic visitor registration), ensuring records are accurate, complete, and compliant.
• Oversee electronic visitor registration, badge issuance, and visitor records.
• Manage and support Lost & Found in line with policy, including logging, safe storage, communication, and appropriate disposition of unclaimed items.
• Respond to incoming calls, inquiries, and requests with professionalism, accuracy, and timely follow-up.
• Collaborate regularly with Security to monitor front-of-house and guest-facing spaces, aligning on access control, incident response, and overall safety.

3. Workplace Readiness, Hospitality & Facilities Support

• Ensure all guest-facing areas-including reception, client suites, meeting rooms, mailroom counter (where applicable), and hospitality zones-are inspected daily and maintained to high premium standards.
• Take ownership of pantry, vending, and utility room management in front-of-house / guest-facing areas, including stocking, hygiene, and presentation.
• Manage desk and counter hygiene standards (e.g., cups, utensils, wipes availability, cleanliness of surfaces) in reception and client suites, escalating issues to housekeeping where required.
• Manage pantry provisions and white goods compliance (e.g., appropriate use, safety, escalation for maintenance) within front-of-house / client suite zones.
• Assist with daily security sweep checks in flexible working environments, identifying and reporting any risks, hazards, or non-compliance with workplace policies.
• Coordinate meeting room bookings, event setups, and catering and hospitality delivery for guest-facing spaces.
• Support workplace administration including supply management, room and suite resets, and general upkeep of reception and client areas.
• Supervise cleaning vendors during deep cleaning and site upgrades in front-of-house, client suites, and adjacent zones to ensure standards, safety, and agreed scope are met.

4. Mailroom, Lockers, Cards & Logistics Support (as assigned)

• Rotate formally between the Mailroom and Client Suites based on roster, maintaining consistent service and presence in both areas.
• Handle mailroom-related tasks alongside guest services, including receiving, sorting, and distributing mail and parcels, and supporting domestic/international mail processes as required.
• Support basic mailroom reporting and administrative tasks as directed (e.g., mailing logs, monthly summaries).
• Manage employee lockers end-to-end, including allocation, assignment, password resets, handover, and issue resolution.
• Oversee the locker allocation governance model jointly with the business / FM to ensure fair, transparent, and controlled locker usage.
• Issue and manage taxi cards, access cards, lift cards, parking tickets, and visitor badges in line with defined controls and procedures, maintaining accurate logs and data integrity.
• Provide logistics support to internal clients as a recurring duty-not only for events-such as small item movements, materials handling in front-of-house / client areas, and coordination with vendors and internal teams where applicable.

5. Events, Tours, HR Support, Engagement & Brand

• Assist with events, tours, executive engagements, and special on-site activities hosted in or passing through front-of-house and client areas, ensuring a polished, well-coordinated experience.
• Support restaurant bookings and recommendation tours for users and visitors, in alignment with hospitality guidelines and local protocols.
• Provide HR support for new joiner office tours in collaboration with HR and Experience teams, highlighting key touchpoints such as reception, client suites, amenities, and workplace etiquette.
• Manage and maintain program materials, SharePoint sites, and digital tools relevant to front-of-house, guest services, and experience programs (as assigned).
• Ensure brand compliance for client and company materials used in reception, client suites, and guest-facing communications (e.g., signage, presentations, collateral).

6. Administration, Data Integrity & Support to Experience Leadership

• Provide general administrative support including assistance with invoices, basic expenses coordination, meeting and travel arrangements, and documentation tasks related to guest services and workplace programs (as assigned)..
• Hold explicit responsibility for data accuracy and database integrity related to service delivery (e.g., visitor records, Lost & Found logs, locker records, card logs, mail logs, checklists).
• Maintain sustainability documentation and support waste reporting related to front-of-house and mailroom activities, when assigned.
• Support the Experience Leadership team and workplace programs, with a strong emphasis on enabling high-quality delivery rather than only performing front-of-house tasks.

7. Operational Excellence, Behaviour & Collaboration

• Support the broader Corporate Real Estate and workplace strategy by proactively identifying operational needs, potential risks, and service gaps, ensuring they are addressed through appropriate channels.
• Act as first response via Building Page (CRES) where required for issues related to front-of-house, client suites, and nearby zones, ensuring prompt triage and escalation.
• Demonstrate strong focus on instruction following, task execution, and independent working-completing duties accurately, consistently, and on time.
• Maintain a strong operational cadence, including stocking supplies, completing daily/weekly checklists, meeting deadlines, and closing out tasks.
• Uphold safety, security, compliance, and confidentiality standards to maintain a reliable, well-governed, and trusted workplace experience.
• Work proactively and collaboratively with workplace, facilities, operations, security, mailroom, CABM, HR, and experience teams to deliver cohesive, end-to-end service.
• Contribute insights, observations, and recommendations that enhance service quality, streamline workflows, and elevate the overall employee, guest, and stakeholder experience.
• Provide flexible support across the site as needed to maintain consistent service standards and ensure smooth daily operations.
• Complete 100% of mandatory Workplace Experience (WX) training requirements and consistently adhere to approved uniform and grooming guidelines, ensuring readiness, professionalism, and brand representation at all times.

INCO: “Cushman & Wakefield”