Job Objectives and Responsibilities
* Deliver a five start VIP front of house service to a newly refurbished corporate building within central London.
* Live and breathe our client VIP Customer Service Strategy and be a role model of that Strategy.
* Consistently drive performance and introduce best in class working practices.
* Ensure guests receive a warm welcome to MMC in compliance with the MMC Security Policy, building requirements and Health and Safety Regulations.
* Maintain a highly polished and well groomed appearance at all times in accordance with MMC grooming standards.
* Adhere to uniform policy, ensuring correct uniform is worn, pressed and cleaned regularly.
* Be knowledgeable of local transport information and amenities such as restaurants and entertainment.
Main Duties
* Meet and greet clients; ensure all guests are checked in a timely manner and inform the relevant host of their arrival, taking and storing luggage as and when required. Provide all clients and colleagues with VIP 5‑Star service and welcome.
* Communicate regularly via email and over the phone with members of the business to ensure all needs are met.
* Maintain good building knowledge for assisting with customer and business enquiries.
* Regularly maintain and update guest registration via Proxyclick to keep information accurate and current.
* Proactively perform visual maintenance of communal areas, staircases, coffee points and copy areas, engaging with the relevant FM teams as appropriate.
* Report issues through the FM Helpdesk (Edison) as and when they occur, ensuring all service requests are monitored and completed satisfactorily.
* Enthusiastically support colleagues across the team and at all levels, promoting and sharing best working practices.
* Receive objectives and projects from Front of House Team, leader as required.
* Be flexible in approach to work requirements to maintain the standards required as a Mitie employee.
* Cross‑train with our Hospitality Service Desk and Concierge Team to provide cover as necessary.
* Be familiar with all fire, emergency and health and safety procedures that apply to the site, acting as Fire Marshall in case of evacuation.
Person Specification
* Experienced in delivering VIP customer service in a corporate/hospitality environment.
* Customer Service/Hospitality based qualification.
* Strong communication skills (both written and verbal).
* Competence in computers and software packages including MS Outlook, Word, Excel and PowerPoint.
* Ability to interact confidently with all levels of business and guests.
* Proactive and forward‑thinking approach to work, demonstrating adaptability and a desire to improve existing working practices.
* Strongly self‑motivated individual with a can‑do attitude and a drive to learn.
* A positive, outgoing personality looking to be part of a strong and established team.
Health and Safety Responsibilities
* Follow Group and company policies and procedures at all times.
* Report any apparent deficiencies in systems of work or equipment that may result in failure of service delivery or risk to health and safety or the environment.
* Use all work equipment and personal PPE properly and in accordance with training received.
* Report any issues or training needs to your Line manager and/or via your divisional incident reporting system.
Note
This job description is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business. At Mitie we know that ‘our diversity makes us stronger’. We're committed to creating a diverse and inclusive environment where our people can thrive and be their best every day. We are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal. We recognise the unique contributions that you can bring and our people and customers thrive when we get this right.
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