Reception and Concierge

Describe the outcome required as well as the immediate issue. The starting information should identify the location, people affected and any change in use, so the assessment addresses the current requirement rather than simply repeating the previous arrangement.

The brief identifies greeting, host contact, visitor records, building information and agreed concierge tasks. It defines interfaces with security, deliveries, meeting rooms and occupant support. The service description should state operating hours and handover arrangements rather than assume continuous cover.

Reception and licensed security activities are not interchangeable roles. Any security function needs its own assessment and applicable arrangements. Visitor data should be limited to the purpose, protected from casual disclosure and retained under the responsible organisation's policy.

The proposal identifies the responsibilities that remain with the site or property team and the work included in our instruction. Connected repairs and specialist activities receive their own clear scope, so each person understands what they must arrange and what records they will receive.

Provide visitor volumes, arrival procedures, host contacts and building information. Identify access rules, emergency arrangements and security escalation. Agree the reception role's authority and the information needed at shift handover.

We establish the role and local procedures, then prepare the information and handoffs needed at the reception point. Delivery follows the agreed access and escalation rules. Handover records relevant outstanding tasks without exposing unnecessary personal information.

For several sites, we agree consistent reporting and escalation while retaining local contacts and operating requirements. Each action stays connected to its building or service area, with a named route for decisions that affect the wider operation.

Hours, visitor demand, task range, cover arrangements and reporting affect cost. Parcel handling or room support may add work beyond greeting visitors. The proposal should identify the actual responsibilities so staffing and service expectations align.

Tell us about operating hours, critical periods and the activities that must continue. The programme and price should reflect those constraints, including any phased delivery, additional access arrangements and reporting needed by the operational team.

Offices need work coordinated with staff and visitors. Retail needs trading and deliveries considered. Hospitality brings guest areas and food operations into the brief, while education needs access planned around teaching. Our complete service and project offering supports all sectors, with the arrangements based on each site's actual activity.

We cover Northumberland, Tyne and Wear, County Durham and Tees Valley, including Berwick-upon-Tweed, Alnwick, Morpeth, Hexham, Newcastle, Gateshead, Sunderland, Durham, Darlington, Hartlepool, Stockton-on-Tees and Middlesbrough. View all locations.

For a multi-site requirement, provide the local contact and working restrictions for each address. A common service brief still needs the differences between premises recorded.

Read about setting maintenance frequencies for the principles behind an evidence-based recurring programme. Official guidance provides the relevant context for this service. Browse the Knowledge Centre.