Job objectives and responsibilities
The ultimate goal of the Guest Services Host is to conduct oneself in a warm, professional and engaging manner and deliver a concierge style service that exceeds expectations and creates a memorable 5 experience for all building users (visitors and colleagues). To be an active and contributing member of the Workplace team, ready to step in and support any area at any time.
* Pre‑empt the needs of visitors and building users, greet them, bid them farewell, and provide support.
* Be highly visible, always available and the "go to" person for queries.
* Be immaculately groomed, approachable, and helpful at all times.
* Deliver a 5‑hotel concierge style experience at all times.
* Protect customers' property, people, and assets.
Process
* Regular checks of meeting rooms, ensuring all kit is functional, and logging work orders as required.
* Set up working areas as intended and functional, ensuring colleagues and visitors are set up for success.
* Support onsite facilities inspections, floor walks and service audits.
* Proactively log work orders.
* 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.
* Event planning, organisation and delivery and support wider service teams.
* Administrative tasks and ad‑hoc reporting.
Service
* Provide "at desk" first‑fix IT and AV support.
* Learn, know, and provide visitors and colleagues with information on city maps and directories, restaurants and pubs, shops, in‑house services, daily functions, cultural activities, religious activities, sporting events, entertainment activities, special attractions, doctors, medical centres, transportation options, etc.
* Utilise a hands‑on approach whilst ensuring the service delivery is at the required standard.
* Establish rapport with frequent visitors; keep the team and relevant departments well‑informed about visitor preferences.
* Lost property management.
* Creating, updating, and displaying signage as required.
* Daily ownership of the physical touchpoint journey, ensuring all colleague and client‑facing areas are set to agreed layout, fabric, and housekeeping standards and proactively logging jobs as required.
* Conduct visitor arrival/departure check‑in and check‑out by managing and issuing access, aligned with a 5‑hotel standard.
* Ad‑hoc support at 80 Fenchurch Street.
* Escalate any feedback relating to the service provided by the service team.
Security
* Carry out daily audits of the visitor and contractor passes and report any not returned.
* Remain vigilant at all times.
Partnership
* Provide support to the wider service team as and when required.
* Support the set‑up of meeting rooms and event spaces.
* Actively build relationships with other workstreams and partners to ensure we operate as OneMitie.
* Provide ad‑hoc cover and support to other work areas and teams.
* Complete any reasonable management request or task.
Person Specification
* 1–2 years' of comparable experience in high‑end hotels, members clubs, airlines, corporate workplaces, or tourism and hospitality.
* Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence.
* Immaculate grooming, personal presentation and sense of style.
* Flexible, agile and adaptable.
* Comfortable with wearable and mobile tech (radios, headsets, tablets).
* Can identify and resolve issues and meet and exceed client expectations.
* Highly proficient in Outlook, Word, Teams, and Chrome.
* Competent using visitor and space management tools such as Condeco, ProxyClick, etc.
* Able 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.
Mitie Values and Behaviours
People – Mitie is a people business. It’s our people, and their drive to do their jobs to the best of their ability that makes us different.
* Trustworthy – We do what we say we will.
* Helpful – We go out of our way to make a difference.
* Inspiring – We help others to be the best they can be.
* Spirited – We give it everything we’ve got.
* Fresh thinking – We encourage innovation and a learning culture.
* Pioneering – We bring new ideas to the way we do things.
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 could result in failure of service delivery or risk to health and safety or the environment.
* Use all work equipment and PPE properly in accordance with training received.
* Report any issues or training needs to line manager or via the 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.
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