Front of House Lead

Front Of House Lead

The Front of House (FOH) Lead is a client-focused leadership role dedicated to delivering an exceptional guest experience across all front-of-house touchpoints. This highly visible and mobile position ensures that client spaces are welcoming, professional, and aligned with brand standards. Acting as the central coordinator for meetings, events, hospitality services, and workspace management, the FOH Lead drives service excellence while supporting both guests and internal teams. This role includes training and mentoring FOH staff to deliver seamless, personalized, and elevated experiences. Additionally, this role plays a critical role in maintaining workspace readiness and adapting to the dynamic needs of a hybrid workforce.

Duties:

• Champion a best-in-class experience for all visitors and employees.
• Oversee and support the delivery of meetings, events, and hospitality services.
• Train, mentor, and collaborate with FOH teams, including reception and hospitality staff.
• Ensure workspaces are prepared and optimized for a flexible, hybrid environment.
• Leverage technology to enhance service delivery and guest experience.
• Maintain high standards of detail, organization, and efficiency across all FOH operations.
• Provide hands-on assistance and act as a trusted partner to the site leadership team.

Qualifications

• High school diploma or equivalent
• Minimum 3 years' Concierge and/or reception experience in a customer service environment, legal or financial services industries preferred
• 1 year or more experience working on a reception desk for a blue-chip company within a busy office environment
• Intermediate Microsoft Office Word and Excel skills
• Basic Microsoft PowerPoint skills
• Prior experience working with vendors preferred
• Outstanding guest services skills
• Excellent and sophisticated communication skills, both verbal & written
• Good time management skills
• Good knowledge and understanding of telephone system
• Must possess professional presentation/appearance
• Great interpersonal skills and an outgoing personality
• Excellent command of the English language, both in verbal and written communication
• Operational experience working at prestigious events preferred
• Attention to detail with good organizational skills
• Must possess passion to achieve excellent guest service consistently
• Demonstrates the ability to lead others effectively
• Ability to work under pressure, plan ahead and anticipate problems
• Ability to meet all required deadlines
• A welcoming positive manner and an understanding of what good customer service looks like
• Acts with integrity at all times and embraces the company philosophy.
• Ability to understand the needs of the client and provide customer service and superior client service.
• Ability to create and maintain strong relationships and channels of communication with key interfaces and the business
• Knowledge of meeting room booking software and working knowledge of A/V equipment an advantage
• Ability to multitask, prioritize workload and provide administrative support.
• Ability to handle sensitive and/or confidential documents and information.
• Able to make independent decisions that conform to business needs and policy.
• Good problem-solving skills, with the ability and understanding of when to escalate a problem to a supervisory or managerial level.
• Must work well in a team environment
• Must be able to interact effectively with multi-functional and diverse backgrounds.
• Ability to work in a fast-paced environment.
• Must be self-motivated with positive can-do attitude.

Additional Information

The salary range for this role at the noted RRD location is $23.51 - $33.85 / hour. Starting pay decisions are determined based on multiple factors including but not limited to relevant education, qualifications, skills, experience, certifications, proficiency, performance, shift, location, and other business needs. Typically, roles follow step progressions to a target rate or set increments over time. Depending on the role, in addition to the hourly rate of pay, the total compensation package may also include overtime, shift differential, call-in, and/or stand-by pay. RRD's benefit offerings include medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with company match, life insurance and other voluntary supplemental insurance coverages, plus parental leave, adoption assistance, tuition assistance and employer/partner discounts.