Overview
We are on the lookout for a professional, welcoming, and experienced host to join our team. Working within a 5 Mitie team, you will be the face of The Client workspace, taking full ownership of the working environment by delivering a first-class service across all integrated facilities management services. You will ensure all customer requests and site activities are carried out efficiently and effectively whilst providing an exceptional customer experience for all whom reside or visit The Client premises.
Responsibilities
* Provide an exceptional customer experience and journey to clients and customers.
* Support the Service Level Agreement by ensuring that all activities are carried out effectively.
* Deal with customer requests efficiently and keep the customer updated with progress.
* Acquire and maintain a comprehensive knowledge of all on-site services to advise customers as needed.
* Support Emergency Evacuation procedures and personal emergency evacuation plans (PEEPs) for less-abled guests.
* Carry out daily inspections of the workplace facility to maintain functionality, identify and resolve faults, and address cleaning, maintenance, landscaping, HS&E and operational issues.
* Complete daily checks of stationery hubs and tea points to ensure tidiness, cleanliness and replenishment of sundries.
* Check and prepare meeting, conferencing and event spaces, ensuring AV and conferencing technology is operational and supplies are stocked; respond to meeting room requests in accordance with the SLA.
* Assist with on-site and off-site events as a main point of contact and support large-scale meetings.
* Coordinate events and large meetings, and assist with event delivery as required, including occasional flexible hours for early morning or evening events.
* Provide operational support to internal events and assist the mail room team with deliveries/collections as needed.
* Attend weekly service line meetings to foster a one-team ethos.
* Liaise with the Workplace Experience Manager to oversee contractor activity and minimise impact on site operations.
* Raise accident and incident reports and track through to closure; seek and review customer feedback and remedial actions.
* Support internal and external audits, and provide cover for absence including Barista duties when required.
* Work flexibly to support out-of-hours requests and extended hours; self-cover operations.
* Propose recommendations and initiatives to support contract evolution.
* Assist with other reasonable duties as required by management or clients; model a "one team" approach and uphold Signature values.
* Maintain confidentiality and integrity; ensure visitor greeting, telephone etiquette, meeting room bookings, and parking coordination are handled professionally.
* Provide IT assistance and set up IT equipment for meetings; ensure visitors are registered in the building visitor database.
* Build professional relationships with key stakeholders and act as on-site central point of contact for all service lines, contractors, clients and guests.
* Handle guest complaints and provide swift resolutions or escalate as appropriate.
* Demonstrate a friendly, professional demeanor with appropriate body language; maintain professional telephone and email etiquette.
Qualifications and attributes
* Clear understanding of Health & Safety practices; IOSH certification preferred.
* Understanding of Audio Visual and IT systems; ability to explain to customers.
* Computer literacy (Word, Excel, Outlook).
* Strong, clear communication skills; team player with a positive attitude.
* Ability to work efficiently in a team and independently; able to work on own initiative with minimal direction.
* Organised with the ability to manage and prioritise multiple tasks; high attention to detail.
* Flexible and proactive; passionate about exceptional customer service.
* Ability to build positive relationships with colleagues, guests and clients.
* Immaculate personal presentation in line with Signature five-star image.
* Willingness to support rotational shift patterns (8am–9pm) and the business needs of the client.
* Enthusiastic, conscientious and customer-oriented.
* Note: Be flexible to support a rotational shift pattern and extended hours as required.
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