Purpose of the Role
The main purpose of this role is to provide cover for all absences within the Reception Services Department, including pre-booked holidays, emergency sickness, and training cover requirements. You will be expected to maintain a professional presence across various front reception desks, supporting all personnel visiting and using the building—from daily visitors to permanent tenants. Delivering exceptional service and creating a lasting impression will be central to your role.
As a member of the Cover Team, you will receive extensive training and gain exposure to a wide variety of buildings, teams, clients, service standards, opening hours, and occupiers. This will allow you to build deep insight and expertise across our portfolio, making you one of the most versatile and well-trained receptionists in the business.
You must be flexible, dependable, and able to work independently across multiple sites in London Zones 1–4, often at short notice. Your rota will be issued weekly for known annual leave cover, but you may also be contacted on the same day to respond to emergency absences or location changes.
Adaptability and flexibility are essential, as you will need to perform a wide range of duties across different properties with different requirements. Punctuality, adaptability, and personal accountability are highly valued, as the dynamic nature of the role requires consistency in presence at various locations to ensure seamless operations and a high standard of service.
Training will be arranged ahead of new assignments, although in rare cases, you may be asked to support a reception desk where formal training has not yet taken place. This is a rewarding role, but it demands professionalism, resilience, and confidence in adjusting to varied buildings, stakeholders, and operational demands.
Key Responsibilities
- Ensure the highest standards in presentation at all properties are maintained at all times; reception areas must be clean, tidy, welcoming, and to five-star audit standards.
- Work across various London locations on a changing rota, with different shift patterns between 07:00–19:00, not exceeding 45 hours per week.
- Maintain a very high standard of personal appearance. A courteous, professional, and helpful nature must be displayed at all times. Uniform (if provided) must be clean and presentable.
- Follow directions from your Reception Services Line Manager, Building Manager, Supervisor, or RFM.
- Adhere to all concierge processes, procedures, and property-specific standards of work.
- Build a professional working relationship with staff, tenants, and contractors; act as the first point of contact for all.
- Meet and greet all visitors at the reception desk and maintain accurate visitor records.
- Contact the relevant tenant before allowing visitors beyond reception, where required.
- Promptly assist and direct visitors to their destinations within the building.
- Answer telephones and on-site intercom systems in a professional manner.
- Maintain and update an accurate reception operations manual, covering all site and tenant-specific processes.
- Ensure the reception desk is never left unmanned during building opening hours.
- Deal with on-site queries efficiently and professionally; escalate to appropriate third parties where necessary, ensuring the enquirer is informed of next steps and timelines.
- Sign for deliveries, log all incoming items, and release only upon verified ID and tenant signature.
- Acquire working knowledge of each property’s systems to manage operations during team member absences.
- Complete all required logs and reports accurately and promptly.
- Do not undertake any task that poses a risk to health and safety without suitable training.
- Assist staff, occupiers, and visitors in the event of an emergency.
- Ensure compliance with all landlord obligations regarding health and safety and fire safety.
- Ensure contractors arriving on-site comply with contractor management and site health & safety procedures.
- Abide by all company rules, terms, and conditions at all times.
Skills, Knowledge and Experience
It is the nature of work at SMR that tasks and responsibilities are often unpredictable and varied. All staff are therefore expected to work in a flexible way and to undertake tasks not specifically covered in this job description as required.
• Excellent communication and interpersonal skills – confident, warm, and professional in all interactions
• Adaptability and resilience – able to adjust quickly to new environments and last-minute changes
• Strong organisational skills – capable of managing changing schedules and maintaining accurate records
• IT literacy – confident in using Microsoft Outlook, visitor management software, and other site systems
• Proven customer service skills – ideally from hospitality, corporate, or reception backgrounds
• High level of reliability, punctuality, and personal accountability
• A proactive, helpful attitude and the ability to remain calm under pressure
Working Hours - Up to 45hrs per week
Salary - £31,000
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Please see our Benefits Booklet for more information.