Chapter 31. Front of House

  1. Jane M. Wiggins

Published Online: 9 JUN 2010

DOI: 10.1002/9781444320466.ch31

Facilities Manager's Desk Reference

Facilities Manager's Desk Reference

How to Cite

Wiggins, J. M. (2010) Front of House, in Facilities Manager's Desk Reference, Wiley-Blackwell, Oxford, UK. doi: 10.1002/9781444320466.ch31

Publication History

  1. Published Online: 9 JUN 2010
  2. Published Print: 2 JUL 2010

ISBN Information

Print ISBN: 9781405186612

Online ISBN: 9781444320466



  • front of house and reception services;
  • reception services, from company to company - size, culture and security needs;
  • managing visitor expectations;
  • management of queuing, for good customer service;
  • customers of reception services - in organizations, external and internal;
  • customer satisfaction, and matching service delivery - for service expectation;
  • receptions, informed of large groups expected - from a capacity management view;
  • ‘meet and greet’ service for visitors, drive for competitive advantage and excellent customer care standards;
  • reception service standards;
  • appropriate service delivery standards - recorded in service level agreement (SLA)


This chapter contains sections titled:

  • Reception services

  • The first impression

  • The welcome process

  • Welcome formalities

  • Managing visitor expectations

  • Best practice

  • Customer service

  • Customer satisfaction

  • Visiting groups

  • Meet and greet service

  • Styles of welcome and reception service

  • Welcome boards

  • Remote entry points

  • The goodbye

  • Reception service standards

  • Corporate duty of care

  • Recording visitor information

  • Display of company signage

  • Visitor risk assessments

  • Fire precautions in the reception area

  • CCTV surveillance

  • Trespassing and theft

  • Switchboard services

  • Room booking services