The things a job description can’t tell us.

What we like to understand

Not a form to fill in. A conversation, usually once, then kept up to date as things change.

• Who comes through the door

  Residents, members, clients, contractors, deliveries. Who is greeted how, and by name where it matters.

• When it gets busy

  The hour that fills up, the day that is different, the recurring event everybody else already knows about.

• How Reception works

  Standing or seated, phones or front of house first, meeting rooms, post, passes, the order things happen in.

• What people expect

  The tone of the place. Formal and quiet, warm and busy, or somewhere between the two.

• The little things

  The knack that makes somebody particularly good here, which nobody thinks to write down.