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Why it’s time to retire the role ‘receptionist’
The receptionist role is evolving and its association with outdated stereotypes downplays the contribution of those who make workplaces seamless.
This is the opinion of Director of Signature, Bianca Angelico.
For this Perspectives article, Bianca shares why she believes it’s time for a rebrand to ‘guest services’; a change that recognises the critical input of people pulling strings in the background so everything runs like clockwork.
When I say ‘receptionist,’ what do you picture? Probably a desk. A phone. A smile.
But that’s only a fraction of the story.
With the push for cost savings and greater efficiency, today’s guest services professionals are connectors, problem-solvers and culture carriers. They’re the people who know who to call when the air con fails at 2pm. The ones who spot that a 10-person meeting room is being used by two people – and find a better fit for the team of six still searching. The ones who know the caterer, the cleaner, the mobile tech – and can get them to lend a hand if something urgent crops up.
From hospitality to human connection
All of these scenarios are things I have dealt with during a career that requires a friendly face and a listening ear – but also quick-thinking, a positive outlook and an assertive manner that resolves problems efficiently.
My journey started in my dad Salvatore’s Italian restaurant in Cape Town. I was eight years old, couldn’t read the menu, and asked guests to point to what they wanted. I memorised orders, relayed them to the kitchen, and enjoyed getting tips. That instinct to serve, solve and connect has stayed with me ever since.
After studying for a Bachelor of Social Science, I moved to London. At first, I worked in events and as an executive assistant. I saw first-hand how emotional intelligence, cultural awareness and adaptability are essential to delivering great experiences.
Going above and beyond
That’s what guest services is about. It’s not just about looking good and checking people in. It’s about making them feel welcome, solving problems before they arise, and being the human face of the workplace, while adding value for customers.
Words shape perception. And ‘receptionist’ – while familiar – no longer reflects the breadth or value of the role. It can even diminish it. One of my team members was leaving work when a man fell to the ground from a heart attack. This individual called security, organised an ambulance and waited until help arrived. It was a shocking situation and caused them a fair degree of trauma.
Often there are high expectations of people in guest services roles. Who picks up fire warden and first aid duties? If someone has a severe nut allergy, who manages the comms to make sure there are no allergens on-site? If there’s been an IT shutdown over the weekend, who checks on the printers, lockers and other systems before the workforce arrives on Monday morning?
These demands are the reason I believe ‘guest services’ better reflects what people in traditional receptionist roles actually do. And updating workplace terms is common. We’ve gone from facilities management to facilities transformation / workplace experience. And from personnel management to human resources. Now it’s time for guest services to emerge from under the shadow of reception.
Introducing Guest Services Day
That’s why at Mitie Signature I’ve decided we’ll be known for guest services. We recently rebranded International Receptionists’ Day on 14 May to Guest Services Day. Our team includes workplace hosts, event managers, switchboard operators, and more. We wanted to celebrate everyone – inclusively, proudly and with purpose. Our social media posts called this out:
“Today we are celebrating the #Exceptional guest services and experiences our colleagues deliver across our clients’ workplaces. Mitie are helping clients transform ordinary interactions into extraordinary experiences – setting the standard for high-level service that elevates every place we support.”
A guest services revolution
When you encounter someone from Mitie Signature, we want you to feel supported. Whether it’s a quiet day and you need a chat, or a chaotic one and you need a solution – we’re here. Not just to greet, but to guide. Not just to check in, but to check everything’s working.
Because in the end, guest services isn’t a smiling receptionist behind a desk. It’s about people. And it’s time we gave them the title and the respect they deserve.
Do you agree with Bianca? Share your thoughts by emailing bianca.angelico@mitie.com
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