People-facing reception
- Visitors
- contact verification, directions and entrance procedures
- Tenants
- contacts and different procedures for individual companies
- Deliveries
- handover point, responsibility and recipient notification
Office buildings · scope based on daily operation
Reception and building security
Reception is the visitor’s first point of contact and the place where entrance rules, keys, access cards, deliveries and tenant operations meet. Before launch, we agree what the officer handles, which data may be recorded, who approves exceptions and what happens after working hours. Scope and availability are confirmed against the building, shifts and location.
Reception procedure essentials
- Visitor
- verified and handed over under building rules
- Key or access card
- traceable issue and return
- Exception
- recorded and handed to the named contact
- After hours
- only duties within the confirmed scope
The visitor journey
Arrival should not end with a name in a visitor book.
Reception needs the full procedure: who is verified, where the visitor is directed, who decides on an exception and how the visit is closed.- 01
Arrival
The visitor states the purpose and contact; reception follows the building or tenant rules.
- 02
Verification
The named contact confirms the visitor or decides on a departure from the normal procedure.
- 03
Access
A card, badge or key is issued only within the agreed scope and with a clear return process.
- 04
Movement
Reception provides directions or activates the agreed escort into a non-public area.
- 05
Departure
Return of the access device and closure of the record need to be traceable.
Details for an initial proposal
Start with the building rhythm, then define the shifts.
You do not need a finished operating instruction. We do need the building profile, post workload and the boundary between reception and security supervision.- 01Building and entrances
address, site type, main and service entrances
- 02Operating hours
morning peak, regular day, evenings and weekends
- 03Visitors and tenants
approximate flow, contacts and differing procedures
- 04Reception duties
deliveries, telephone, keys, cards and directions
- 05Systems and languages
access, required training and communication needs
- 06Handover and cover
escalation contacts and the required cover procedure
Two modes at one post
Day reception and after-hours security are not automatically the same shift.
The roles can be combined only where the duties do not conflict, the post remains properly covered and the officer has the required procedures and access. Otherwise, the roles or shifts need to be separated.Building security procedures
- Closure
- checks performed only under the supplied procedure
- Exceptions
- contractors, late arrivals or alarms handed to the named contact
- The post
- a patrol only where the reception desk can be left safely
Operating log
Each duty needs its own handover rule.
The goal is not the longest possible task list. The officer needs to know what to record, who receives the information and when a decision must be escalated.DutyAgreed recordHandover or escalation
Visitorcontact, time and visit status within the agreed scopetenant or building contact
Key or cardissue, receipt and returnaccess manager if lost or not returned
Delivery or contractorrecipient, location and handover methodclient contact for an unannounced arrival
Unusual situationtime, brief description and action takenescalation contact under the site instruction
The exact record scope is set around the service purpose and client rules.
Visitor information
Records need a defined purpose, access rules and retention period.
Before launch, it must be clear who sets the record rules, which data is collected, who can access it and how correction or deletion is handled. Reception works only with data and systems included in the written brief.- Purpose
- why the data is recorded and which operating step it supports
- Access
- who may read, change or hand over the record
- Retention
- how long the record is kept and who decides on removal
Information for your decision
Operating guidance, company documents and a clear service boundary.
We do not currently publish a reception-service case study. Instead, we provide operating guidance, company documents and a clear boundary between reception and site security.How to set reception proceduresAn editorial guide to visitors, keys, systems and incident handover.When site security is neededPatrols, multiple posts and the security procedure for the whole building.Technology with a defined responseAccess systems, CCTV or fire alarms only with access and site-specific training.
Related information
Pricing, local availability and documents in one place.
FAQ
What to know before sending an enquiry
Answers about role scope, after-hours shifts, cover and visitor records.01What can a reception service include?
The scope can include visitors, building directions, deliveries, telephone duties, keys or access cards. Specific duties are confirmed against the written rules and post workload.
02Can reception be combined with security supervision?
Yes, where the roles, authority and workload are compatible. It must be clear what the officer monitors, who receives an incident report and whether the reception post may be left.
03Can evening, night or weekend cover be arranged?
We confirm possible cover against the location, times, duties and available capacity. Shifts cannot be promised before these details are known.
04How is absence cover handled?
The cover procedure, handover of instructions and contacts are confirmed in the proposal and operating instruction. A specific response time cannot be stated in general.
05How is visitor information handled?
Before launch, it must be clear who defines the purpose, which data is recorded, who can access it and how long it is retained.
What you can verify before launch
- Licence
- guarding property and people
- Insurance
- certificate available on request
- Operating procedure
- written duties, contacts and handover
Non-binding enquiry
Send the building and reception details.
The address, operating hours, number of entrances, approximate visitor flow, required duties and whether after-hours procedures are needed are enough to start.
- Reception / gatehouse is preselected in the form
- shifts and cover are confirmed only after reviewing the brief
- sensitive operating details can be discussed directly