Reception Manager – Mitie Cleaning & Hygiene Services
Location: London, United Kingdom
Job Objectives And Responsibilities
* Provide exceptional customer service to visitors and colleagues, ensuring that their needs and expectations are met or exceeded.
* Quality‑check the service and experience delivered by the team.
* Act as main support to the leadership team and facilities managers.
* Serve as the sole point of contact for the Facilities Assistants team regarding client and internal queries.
* Deliver intuitive service with an absolute understanding of client needs to create lasting positive memories.
* Own the physical touch‑point journey daily, ensuring all client‑facing areas meet agreed layout, fabric and housekeeping standards and proactively logging jobs as required.
* Resolve client, visitor, or colleague escalations in a timely manner.
Main Duties
* Support the team to deliver service in line with prescribed standards.
* Identify opportunities to streamline and align processes between buildings within the patch.
* Assist the facilities manager and signature leadership team to deliver contractual service requirements and ensure process compliance.
* Be the face of the facilities and guest services team by providing visible, accessible service.
* Recognise senior management identities and roles, and build good working relationships with their personal assistants.
* Greet and acknowledge all visitors and colleagues as they arrive, depart, or pass by.
* Maintain professional conduct at all times, adhering to established standards, procedures and policies.
* Communicate and follow up on any problems, visitor or colleague requests, and special requirements.
* Establish rapport with frequent visitors and building users, keeping the wider team informed of visitor preferences.
Experience
* 1–2 years of comparable experience in high‑end hotels, modern workplaces or tourism & hospitality.
* Warm, engaging communication style with the ability to build rapport quickly.
* Relevant interest in facilities or workplace management and a desire to develop within the industry.
* Ability to work independently and coordinate multiple tasks simultaneously.
* Strong analytical skills and resilience.
* Exceptional verbal, written and interpersonal communication skills with core competencies around service excellence.
* Immaculate grooming and personal presentation.
* High proficiency in Outlook, Word, Teams and Chrome.
* Competency with visitor and space management tools such as Condeco or ProxyClick.
* SIA, IOSH certifications desirable.
* Capacity to process large volumes of queries across multiple platforms.
* Core skills: attention to detail, critical thinking, decisiveness, adaptability, initiative, safety awareness, customer service, prioritisation, personal organisation.
Process
* Lead briefings in the absence of the facilities manager.
* Carry out floor walks, service audits and proactively log work orders.
* Conduct onsite facilities inspections.
* Manage stocks of specialist stationery and building equipment.
* Respond to shared mailbox queries on the same day.
* Provide daily forecast to FM and leadership team on events and high‑profile meetings.
* Support cross‑training and new‑starter induction.
* Track and report revenue opportunities such as ad‑hoc overtime.
* Assist with HR processes, investigations and maintenance of SOPs.
* Retrain staff and deliver Toolbox Talks.
* Support recruitment communications and interview participation.
Service
* Own and complete set‑up of meeting rooms and event spaces to requested layouts and standards.
* Arrange hire and return of workspace equipment.
* Maintain collaboration spaces and return furniture as per local arrangements.
* Triage colleague queries via email and online, offering timely responses or referring to self‑service channels.
* Provide ad‑hoc cover to other work areas such as reception and mailroom.
* Proactively manage queues for efficient arrival and departure processes.
* Provide first‑line response to AV queries from colleagues regarding installed equipment.
* Ensure IT/AV kit is functional and log work orders as required.
* Provide information on city maps, dining, shops and other services to visitors and colleagues.
* Support the wider service team and complete any reasonable management requests.
* Deputise in the absence of the manager.
Security
* Support the security team in responding to first aid or security incidents; act as fire marshal when required.
* Maintain vigilance for safety or security irregularities and act promptly.
* Report system malfunctions immediately.
* Welcome and manage contractors on site, ensuring compliance with building protocols.
Person Specification
* 1–2 years of comparable experience in high‑end hotels, modern workplaces or tourism & hospitality.
* Warm, engaging communication style with the ability to build rapport quickly.
* Relevant interest in facilities or workplace management and a desire to develop within the industry.
* Ability to work independently and coordinate multiple tasks simultaneously.
* Strong analytical skills and resilience.
* Exceptional verbal, written and interpersonal communication skills with core competencies around service excellence.
* Immaculate grooming and personal presentation.
* High proficiency in Outlook, Word, Teams and Chrome.
* Competency with visitor and space management tools such as Condeco or ProxyClick.
* SIA, IOSH certifications desirable.
* Capacity to process large volumes of queries across multiple platforms.
* Core skills: attention to detail, critical thinking, decisiveness, adaptability, initiative, safety awareness, customer service, prioritisation, personal organisation.
Benefits
We offer a comprehensive benefits package, including virtual GP access, salary finance, flexible holidays, critical illness insurance, dental and technology packages, high‑street discounts through MiDeals, cycle‑to‑work, life cover up to four times salary, enhanced pension contributions, a Mitie Matching Share Plan and annual Mitie Stars recognition.
We are committed to an inclusive recruitment process. If you require reasonable adjustments due to a disability or long‑term condition, please let us know via email.
Since 1987, Mitie’s 76,000 employees have maintained global facilities and professional services for leading clients in banking, government, hospitals and schools.
Together our diversity makes us stronger.
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