Reception and Concierge

Describe the arrival problem and the result expected at the reception point. Include the people affected and changes in building use so the review addresses current visitor needs rather than assuming the earlier desk arrangement still works.

Our full service catalogue, including every individual service, is available across every listed sector and location. For one site or several, we agree the scope, access and programme around the buildings concerned.

Greeting, contacting hosts, visitor registration, building information and agreed concierge duties can form the scope. Define connections to deliveries, security, rooms and occupant support. State the desk's operating times and handover process instead of leaving cover to assumption.

Assess licensed security duties separately from reception. Any such function needs the applicable arrangements in its own right. Collect visitor information for its defined purpose, protect it against casual disclosure and follow the responsible organisation's retention policy.

The reception proposal separates instructed duties from those retained by the building team. Connected repairs or specialist services need their own scope and ownership, including who arranges the activity and what records are provided.

We establish local procedures and the desk role before preparing information and transfer points. Work follows the approved access and escalation arrangements. Handover carries relevant open tasks forward while excluding personal details unnecessary to that purpose.

For several reception points, agree common reporting while keeping each building's contacts and operating rules available. Record actions against the appropriate location and identify where decisions affecting the wider site should go.

The reception role in Offices must fit staff and visitor movements. For Retail, coordinate with trading and deliveries; Hospitality adds guests and food operations. In education, plan access around teaching. Support is available within the full offering for all sectors, with arrangements set by site activity.

Reception requirements are covered across Northumberland, Tyne and Wear, County Durham and Tees Valley. Newcastle, Gateshead, Sunderland, Durham, Darlington, Hartlepool, Stockton-on-Tees and Middlesbrough sit alongside Berwick-upon-Tweed, Alnwick, Morpeth and Hexham in that area; view all locations.

An estate reception brief should name the local contact at each address and describe its working limits. Keep those variations available even where the desks follow a common service model.

See setting maintenance frequencies for the principles of planning recurring activity from evidence. Visitor-information context is provided by Official guidance; the Knowledge Centre contains further guidance.

Reception interfaces with Workplace and Occupant Services and Mailroom and Porterage. Use maintenance and Minor Works for associated work, or the full services and projects listings when defining a connected requirement.

Share the reception locations, arrival requirement and current procedures with Contact Black & White Facilities. Describe the intended result and operating constraints so the desk responsibilities and next action can be scoped.