We are seeking a professional, welcoming, and experienced Corporate Reception Supervisor to join our team. As the first point of contact for all visitors and staff, you will deliver a warm welcome and provide a consistently high standard of customer service, ensuring a positive and professional experience at all times.
Responsibilities
* Lead and run the daily shifts in your patch, quality check service delivery, and act as a role model for standards.
* Support the leadership team to deliver our contractual service requirements and be an active and contributing senior member of the Guest Services team.
* Act as brand ambassador for standards, coordinate the team members on shift, and support the site leadership team.
* Handle special requests including preferences for colleagues and visitors’ time on site, and show intuition and empathy in all kinds of situations.
* Conduct oneself in a warm, professional and engaging manner and deliver the prescribed Signature service experience that exceeds expectations and creates memorable moments for all building users.
* Supervise the team to ensure site procedures and service standards are followed.
* Quality check the service and experience being delivered by the team.
* Act as main support to the leadership team and Fund Managers.
* First point of contact for team relating to absence planning, reporting, lateness, rota preparation.
* Be a role model to the service team and conduct oneself in a warm, professional and engaging manner at all times.
* Proactively manage the workspace, relating to our contractual duties and scope.
* Coordinate any last minute labour changes to ensure sites are staffed adequately.
* Resolve client, client or visitor escalations in a timely manner.
* Support the team to ensure they are delivering service in line with prescribed standards.
* Identify opportunity to streamline and align processes between the buildings in your patch.
* Anticipate the needs of visitors and colleagues.
* Proactively look out for building issues, ensuring a swift resolution.
* Proactively manage queues, striving to make the arrival or departure process as efficient as possible.
* Be the face of the facilities and front of house team by providing tangible service that is visible and easily accessible.
* Connect with VIP clients and visitors to ensure they have the support they need whilst on site.
* Ensure that the correct visitor management processes are being deployed by the team at all times.
* Manage stocks of visitor passes and other specialist stationery.
* Maintain a register of passes issued to and returned by visitors, ensuring that a full audit trail is maintained.
* Order peripheral items such as IT kit, stationary.
* Ensure all colleague queries to the shared mailbox are responded to and actioned on the same day.
* Maintain any shared mailboxes, ensuring that resolved emails are deleted or filed on the same day.
* Provide a daily forecast to the FM and leadership team as to how many visitors are expected.
* Train Signature team members, and support cross training of other team members.
* Deliver Toolbox Talks and role specific training.
* Prepare rotas, maintain trackers, and other administrative duties.
* Organise new starter and leaver IT system access, and hardware requirements.
* Support the induction and training of new starters.
* Carry out onsite facilities inspections, floor walks and service audits.
* Proactively log work orders.
* Regular checks of meeting rooms, ensuring all AV/IT kit is functional, and logging work orders as required.
* Support the manager with HR processes and investigations.
* Support the manager to maintain and keep up to date all SOPs and contract specific training materials.
* Support the team to ensure they are meeting task deadlines.
* Act in accordance with health and safety, and manual handling procedures.
* Ad‑hoc travel to support other locations, which may include overnight stays.
* Support the recruitment process for applicants, such as attending interviews or providing candidate feedback.
* Attend internal and client meetings, representing Mitie to the best standard.
* Support the manager to maintain accurate and up to date personnel files including working hours, payroll, training and development records in line with contractual requirements.
* Be a champion for diversity and inclusion on site at all times.
* Attend associated training sessions and workshops when scheduled.
* Promote a culture of “continual development” and a “winning mindset” within the team.
* Proactively seek ways to recognise the Signature teams’ achievements on a singular or group format, and utilise the recognition and reward schemes available.
* Support the mobilisation of new locations.
* Ensure all visitors are registered before the next working day.
* Be aware and up to date with “what’s on” in the building (workplace experience events, and planned maintenance).
* Be the resident expert/go‑to person to make informed recommendations to the client’s events team or meeting organisers as to which space is best suited to their needs.
* Triage colleague queries received in person, email and online, responding in a timely manner or referring them to the right team or self‑service channels.
* Ensure communication and follow‑up on any problems, visitor or colleague requests, and special requirements.
* Ensure the team have delivered room and event space setups in line with requests.
* Utilise a “hands on” approach and support where the need is greatest at any time.
* Support the Manager and site leadership team to act as a link between workstreams, following up completion of helpdesk jobs or anything impacting colleague experience is resolved in a timely manner.
* Provide “at desk” first‑fix IT and AV support relating to client equipment installed in meeting, collaboration and event spaces.
* Check and ensure the lobby, meeting rooms, communal, and event spaces are set up and working as intended.
* Liaise with our clients and colleagues to support the delivery of their initiatives and activities.
* Recognise by sight the identities and roles of all senior management (as advised by the client from time to time), and build a good working relationship with the personal assistants of such senior managers.
* Be informed as to any events, VIPs, or ongoing issues at your sites.
* Creating, updating, and displaying signage as required.
* Conduct visitor arrival/departure check‑in and check‑out by managing and issuing access, in a manner aligned with a 5 * hotel.
* Operate under a “How Can I Help” mindset.
* Be highly visible, always available and the “go to” person for queries.
* Track and report revenue opportunities, such as ad‑hoc overtime.
* Support the Security team in responding to First Aid or Security incidents, and act as Fire Marshal when required.
* Maintain vigilance for any safety or security irregularities, taking appropriate action or escalating issues promptly.
* Report systems malfunction immediately to ensure swift resolution.
* Welcome and manage contractors on site, ensuring compliance with building protocols and security procedures.
* Provide support to the wider service team as and when required.
* Actively build relationships with other workstreams and partners to ensure we are operating as OneMitie.
* Provide ad‑hoc cover and support to other work areas and teams.
* Complete any reasonable management request or task.
* Deputise in the absence of your manager or similar supervisory position.
Qualifications
* 1 to 2 years of comparable experience in corporate workplaces, members clubs, customer service, or tourism and hospitality.
* Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence.
* SIA badge (can be provided).
* Immaculate grooming, personal presentation and sense of style.
* IOSH certification.
* Comfortable with wearable and mobile tech (radios, headsets, tablets).
* Must be able to identify and resolve issues, and to meet and exceed the expectations of our client.
* Must be highly proficient in Outlook, Word, Teams, and Chrome.
* Competent using visitor and space management tools, such as Condeco, ProxyClick, etc.
* Entry level Facilities and/or Leadership Apprenticeship/similar qualification (to be provided).
* Essential to be able to process large volume of queries across multiple platforms.
* Core skills required: Accountability and responsibility, personal organisation, prioritisation, initiative, engaging with the customer, communication, adaptability, attention to detail.
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