Better places, thriving communities.
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.
1. To pre-empt the needs of visitors and building users, and proactively engage with them to greet them, bid them farewell and/or provide support to them
2. To be highly visible, always available and the “go to” person for queries
3. Remain approachable, and helpful at all times
4. To deliver a 5* hotel concierge style experience at all times
5. To protect the customer's property, people, and assets
Experience:
6. Operate under a “How Can I Help” mindset
7. Deliver an experience that is professional, friendly and attentive at all times
8. To anticipate the needs of visitors and colleagues
9. To proactively look out for building issues, ensuing a swift resolution
10. Proactively manage queues, striving to make the arrival or departure process as efficient as possible
11. Be the face of the facilities team by providing tangible service that is visible and easily accessible
12. Greet and acknowledge all visitors and colleagues in the lobby and working areas as they arrive/depart/pass by, ensuring they receive exceptional service
13. Conduct oneself in a professional manner at all times, adhering to established standards of conduct, department procedures and policies
Process:
14. Regular checks of meeting rooms, ensuring all kit is functional, and logging work orders as required
15. To setup working areas as intended and functional, to ensure colleagues and visitors are setup for success and can be productive whilst on site
16. Support onsite facilities inspections, floor walks and service audits
17. Proactively log work orders
18. 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
19. Ensure communication and follow-up on any problems, visitor or colleague requests, and special requirements
20. Event planning, organisation and delivery and to support wider service teams
21. Administrative tasks and ad hoc reporting
Service:
22. Conduct visitor arrival/departure check-in and check-out by managing and issuing access, in a manner aligned with a 5* hotel
23. 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
24. Responsibility to organising Events hosted, held and delivered at office address to support the wider function
25. Learn, know and be able to provide visitors and colleagues with information on city maps and directories, restaurants and pubs, shops, in-house services and daily functions, cultural activities, religious activities, sporting events, entertainment activities, special attractions, doctors, medical centres, transportation options etc
26. Utilise a “hands on” approach whilst ensuring the service delivery is at the required standard
27. Establish rapport with frequent visitors; keep the team and relevant departments well-informed about visitor preferences
28. Creating, updating, and displaying signage as required
29. Adhoc support at London HQ
30. To escalate any feedback relating to the service provided by the service team
Security:
31. Carry out daily audits of the visitor passes, issuing forgotten passes and reporting any not returned
32. Support security colleagues in remaining vigilant at all times
Partnership:
33. Provide support to the wider service team as and when required
34. Support the setup of meeting rooms and event spaces
35. To actively build relationships with other workstreams and partners, to ensure we are operating as OneMitie
36. Provide ad hoc cover and support to other work areas and teams
37. Complete any reasonable management request or task
Person Specification
· 1 to 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)
· 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
· Essential to be able to process large volume of queries across multiple platforms
· Core skills required: Attention to detail, critical thinking, decisiveness, adaptability, initiative, safety awareness, customer service, prioritisation, personal organisation
Working within the 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
How we behave…
· We treat all colleagues with respect.
· We challenge people when they don't do the right thing.
· We welcome advice from anyone that might improve what we do.
· We are open and honest.
· We think safety and always follow rules for safe working
Helpful -
We go out of our way to make a difference
How we behave…
· We work with each other to achieve the best for clients and for Mitie.
· We share information to help colleagues succeed.
· We build great relationships.
· Our first response to requests will always be positive.
· We look out for each other, never walking by unsafe actions or situations
Inspiring -
We help others to be the best they can be
How we behave…
· We support and encourage each other to develop.
· We lead by example.
· We set clear expectations.
· We listen to and learn from others.
· We learn from mistakes and incidents to prevent recurrence
Passion Take our people, add their passion, and you get something really special.
Spirited -
We give it everything
we've got
How we behave…
· We do good things for each other, the environment, and the community.
· We appreciate diversity and encourage it.
· We demonstrate team spirit.
· We are committed to doing things better and setting new standards in all that we do
· We take pride in what we do and have fun doing it.
· We celebrate success and say thank you
Fresh thinking We want our people to find inspiration from skill development and career progression, and enjoy
respect and recognition for a job well done.
Pioneering -
We do things that excite and amaze
How we behave…
· We bring new ideas to the way we do things.
· We are willing to try new things.
· We encourage and support innovation.
· We consider things from other peoples' points of view.
· We embrace new thinking and technologies.
· We build health & safety into everything we do
Health and Safety responsibilities
· Follow Group and company policies and procedures at all times.
· Report any apparent deficiencies in systems of work or equipment provided 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.
Our market-leading flexible benefits scheme provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible benefits platform, Choices. This gives you the chance to customise your benefits to best suit your lifestyle. You can choose from dental insurance, dining cards, coffee clubs, buying technology products at an affordable cost and much more!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme.
Life cover is the greater of your equivalent annual salary or a minimum of £10, - giving peace of mind for your dependants. We also offer a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .