Receptionist/Front-of-House Coordinator

Job Description

Job Title: Receptionist / Front-of-House Coordinator

Office Timing: 12pm to 09pm (Monday-Saturday)
Years of Experience: Minimum 1.5 years (Hotel Management Experience Preferred)

Education: Bachelor's degree (required)
Company Name: Pentagon Food Group
Employment Type: Full-time
Reporting Location: Rawalpindi, Pakistan (پاکستان)

Role Purpose

The Receptionist / Front-of-House Coordinator is the first point of contact for visitors, customers, suppliers, candidates, partners and colleagues engaging with PFG Group. The postholder will deliver a professional, secure and welcoming reception experience while supporting the CEO Office and executive administration.

Role Outcomes

• Every visitor is acknowledged promptly, registered correctly and connected with the appropriate host.
• Reception remains organized, secure, presentable and continuously covered during designated hours.
• Incoming calls and messages are handled accurately, professionally and without inappropriate disclosure.
• Executive and VIP meetings are supported with reliable room readiness, hospitality and discreet coordination.
• Reception records, passes, deliveries and handovers are complete, current and auditable.
• The PFG uniform, conduct and brand standards are demonstrated consistently.

Key Responsibilities

A. Reception and Visitor Welcome

• Open and prepare the reception point before the start of the working day.
• Welcome visitors promptly and establish the visitor name, organization, host and purpose of visit.
• Confirm appointments and notify the host immediately on arrival.
• Manage waiting visitors courteously, provide appropriate updates and avoid leaving visitors without explanation.
• Escort or direct visitors to the correct cabin, office, meeting room or waiting area.
• Provide reasonable assistance to visitors requiring accessibility support.
• Maintain a calm, attentive and service-led manner during busy periods.

B. Visitor Registration and Access Control

• Ensure all external visitors complete the approved sign-in and sign-out process.
• Issue and recover visitor passes or temporary access credentials in line with site procedures.
• Verify unplanned visitors with the relevant host before allowing access beyond reception.
• Explain applicable site, confidentiality, safety and emergency requirements.
• Coordinate with Security regarding access concerns, restricted areas, suspicious behavior and emergencies.
• Direct contractors and service providers to the responsible employee and maintain any required attendance record.
• Do not disclose employee locations, schedules, personal numbers or confidential information without authority.

C. Executive and VIP Hospitality

• Maintain awareness of expected executive visitors, interviews, suppliers and customer meetings.
• Coordinate closely with the Executive Assistant regarding priority visitors, confidential meetings and CEO Office requirements.
• Offer water, tea, coffee or other approved refreshments and present them professionally.
• Prepare meeting rooms, cabins and offices to the required standard before appointments.
• Check water, seating, stationery and general presentation; report equipment issues to the appropriate team.
• Arrange discreet clearance and room reset after meetings.

D. Telephone and Message Management

• Answer incoming calls promptly using the approved PFG greeting.
• Establish the caller name, organization and reason for calling where appropriate.
• Transfer calls accurately or take a complete message when the intended recipient is unavailable.
• Record caller details, contact number, purpose, recipient, urgency and follow-up requirement.
• Repeat critical details to confirm accuracy and send messages promptly through the approved channel.
• Handle difficult callers calmly and escalate complaints, legal matters, authorities or emergencies appropriately.

E. Reception Administration

• Maintain visitor logs, reception checklists, contact directories and handover notes.
• Support interview, induction, office-tour and meeting arrangements as directed.
• Assist with scanning, copying, filing, correspondence and basic document preparation.
• Maintain adequate reception stationery, refreshments and consumables; report replenishment needs.
• Receive post, parcels and couriers, record items where required and notify recipients promptly.
• Protect confidential, valuable, damaged or suspicious deliveries and escalate in accordance with site procedures.

F. Meeting Room and Cabin Coordination

• Check designated rooms are clean, orderly and ready for use.
• Maintain awareness of bookings and identify conflicts or unauthorized use.
• Coordinate approved room changes and communicate them to hosts and visitors.
• Report IT, furniture, cleaning, temperature or maintenance issues promptly.
• Ensure rooms are reset after use and abandoned confidential materials are secured or reported.

G. Brand Ambassador Duties

• Understand PFG Group sufficiently to direct inquiries to the correct business or department.
• Use clear, warm and professional language in person, by telephone and in writing.
• Demonstrate the PFG RESPECT values: Responsibility, Excellence, Sustainability, Passion, Ethics, Commitment and Teamwork.
• Avoid gossip, internal disagreements and negative conversations within the reception environment.
• Take ownership of straightforward inquiries and escalate rather than provide uncertain or unauthorized information.
• Protect PFG Group reputation through punctuality, discretion, presentation and service quality.

H. Safety, Security and Confidentiality

• Follow fire, evacuation, first-aid, safeguarding, data-protection and incident-reporting procedures.
• Immediately report threatening behavior, unauthorized access, hazards, suspicious activity or packages.
• Keep visitor records and personal information secure and accessible only to authorized personnel.
• Maintain clear escape routes and do not allow deliveries or belongings to obstruct reception.
• Do not make media statements, commercial commitments or disclose confidential business information.

I. Support to the Executive Assistant

• Receive daily priorities and instructions from the Executive Assistant.
• Provide accurate updates regarding visitors, calls, messages, rooms, deliveries and unresolved issues.
• Support CEO Office hospitality, document movements and approved administrative activities.
• Maintain discretion regarding executive diaries, visitors, conversations and confidential documents.
• Arrange approved reception cover before leaving the desk and complete a clear handover at shift end.

Standard Operating Rhythm

Opening

• Desk, reception, meeting rooms, phones, visitor materials and refreshments checked before opening.

During day

• Visitors monitored, calls answered, records updated and meeting areas maintained.
• Outstanding visitors, messages, deliveries, bookings and incidents communicated.

Closing

• Visitors signed out, passes recovered, information secured and reception left ready.

Essential Experience

• Previous receptionist, front-of-house, corporate hospitality, customer-service or closely related experience.
• Practical experience of welcoming visitors, handling telephone calls, maintaining logs and coordinating appointments.
• Experience working in a professional office, customer-facing or executive-support environment.
• Experience handling information and correspondence with discretion and accuracy.

Essential Skills and Attributes

• Articulate and confident communicator with clear spoken and written English.
• Professional, welcoming and well presented, with the ability to comply consistently with the PFG uniform and grooming standard.
• Highly organized, punctual, dependable and attentive to detail.
• Calm and courteous when dealing with unexpected visitors, busy periods or difficult callers.
• Sound judgment: able to recognize when access, safety, complaints or confidential matters require escalation.
• Competent in Microsoft Outlook, Word and standard office equipment.
• Able to manage competing priorities while protecting the reception desk and visitor experience.
• Team-oriented and able to coordinate effectively with the CEO Office, HR, Security, Facilities and IT.

Desirable

• Corporate or executive reception experience.
• Experience using a visitor-management system, switchboard or call-routing platform.
• Experience coordinating meeting rooms, interviews, inductions or hospitality.
• Additional language capability relevant to PFG stakeholders.
• First-aid, fire-marshal or customer-service training.

Professional Presentation Standard

• Wear the approved PFG reception uniform and name badge during designated working hours.
• Keep the uniform clean, pressed, correctly fitted and in good repair.
• Maintain professional grooming, personal hygiene and clean, safe, closed-toe footwear.
• Keep jewelry, accessories and fragrance understated and appropriate to reception duties.
• Ensure any approved headscarf, hijab or dupatta is coordinated with the uniform and secured safely.
• Report damaged, worn or incorrectly sized garments promptly.
• The recruitment standard is professional presentation and ability to perform the role - not attractiveness, body type, height, sex or any other protected characteristic.

Behavioural Competencies

Service Excellence

• Makes visitors and callers feel acknowledged, respected and appropriately supported.

Communication

• Speaks clearly, records accurately and adapts communication to the situation.

Ownership

• Follows tasks through, keeps records current and escalates unresolved matters.

Discretion

• Protects personal, visitor, executive and business information.

Composure

• Remains controlled, courteous and organized under pressure.

Judgment

• Applies access rules and recognizes when management or Security input is required.

Teamwork

• Coordinates effectively across the CEO Office and support functions.

Brand Representation

Demonstrates PFG values and presentation standards in every interaction.

Non-Negotiable Controls

1. Reception must not be left unattended without approved cover.

2. Every external visitor must follow the authorized registration and access process.

3. No visitor may enter a restricted area without confirmation from an authorized host.

4. Employee contact details, schedules, locations and confidential information must not be disclosed without authority.

5. Important telephone messages must be recorded accurately and communicated promptly.

6. The waiting area, reception desk and meeting rooms must remain clean, organized and professional.

7. Personal mobile-phone use must not interfere with reception responsibilities.

8. Security, safety, aggressive behavior and suspicious-activity concerns must be escalated immediately.

9. The approved PFG uniform, name badge and presentation standard must be followed.

10. Confidential discussions, documents and screens must be protected from visitor view or hearing

Indicative Performance Measures

• Reception opening readiness and availability of cover.
• Visitor acknowledgment, registration, pass and sign-out compliance.
• Accuracy and timeliness of call transfers and messages.
• Meeting-room readiness and hospitality service quality.
• Accuracy of logs, delivery records, checklists and handovers.
• Reception presentation, uniform compliance, attendance and punctuality.
• Appropriate escalation of access, safety, service and confidentiality concerns
• Feedback from the Executive Assistant, meeting hosts, visitors and internal stakeholders.

Skills:

• Excellent communication and customer service skills
• Strong reception and front desk management
• Proficient in Microsoft Office (Word, Excel, Outlook)
• Appointment scheduling and administrative support
• Well-organized with strong multitasking abilities
• Professional telephone and email etiquette

Qualifications:

• A minimum bachelor's degree is required for this role.
• 1–2 years of experience in a receptionist, front desk, or administrative role
• Prior experience in Hotel Management is preferred
• Strong English communication skills
• Professional appearance and customer-focused attitude
• Ability to handle confidential information with discretion

Benefits:

• Competitive salary with performance-based incentives.
• Health and Life Insurance
• Paid time off and holidays.
• Opportunities for professional development and career advancement.

Pay: Rs45,000.00 - Rs50,000.00 per month

Work Location: In person