Overview
Responsible for the smooth running of various day to day activities, including workplace hosts roles; dealing professionally with external and internal clients, both face to face and via the telephone and ensuring the team deliver an exceptional guest experience successfully.
Monday - Friday
Full time - 40 hours a week
Working hours between 8am - 6pm
Main Duties
* Client & Guest Experience: Lead the Hosts team to deliver seamless, high quality guest experiences aligned with service expectations. Lead the proactive identification, reporting, and investigation of near misses, incidents, and hazards. Oversee daily operational activities to uphold a secure, accessible, and regulation-compliant workplace, ensuring alignment with health, safety, and legal standards. Lead by example in operational delivery, ensuring team adherence to SLAs and company protocols. Facilitate ongoing training to embed best practices and continuous improvement. Act as the primary point of contact for day-to-day client interactions, ensuring prompt resolution of queries and clear communication. Build professional relationships with key stakeholders to understand and meet individual requirements. Ensure all guests receive a warm welcome and consistently excellent service.
* Meeting Rooms & Events: Manage end-to-end delivery of meeting room and event services, including AV audits, hospitality, and bookings. Coordinate large-scale meetings and events (e.g. senior management or group-wide events), including setup and support. Liaise with Hosts to ensure meeting rooms are prepared and events run smoothly, occasionally supporting early morning or evening events. Assist with hospitality duties such as waitressing, serving drinks, and managing registration desks. Maintain and update the NFS room booking system, ensuring accurate entries and diary updates. Ensure all meeting room requests are fulfilled in line with SLAs and clients are kept informed. Oversee timely and accurate delivery and collection of hospitality orders.
* Operations & Service Delivery: Utilize CAFM, NFS, and other platforms to manage service requests, bookings, and reporting. Monitor SLAs and performance metrics to identify trends and drive service improvements. Conduct daily floor walks, meeting room checks, and consumables audits, ensuring issues are actioned and tracked. Resolve operational issues and escalate where necessary. Maintain high standards to consistently exceed customer expectations. Coordinate all workplace tasks, ensuring clear communication and adherence to requirements.
* Team Leadership & Development: Lead and develop a high-performing team, setting SMART objectives and supporting growth through PDPs, PIPs, and training plans. Manage recruitment, onboarding, and training of new starters. Arrange weekly team rosters and cover, monitor attendance, and validate timesheets. Conduct regular 1-to-1s and team meetings, promoting a positive and collaborative team spirit. Ensure team compliance with site rules, appearance standards, and uniform policies. Address people-related matters proactively, aligned with company values and the One Code.
* Health, Safety & Compliance: Deliver monthly Toolbox Talks and ensure training records are up to date. Ensure team members are fully compliant with QHSE Site File and SOPs. Report and escalate maintenance, IT, or health and safety concerns promptly. Support implementation of evacuation procedures and health & safety briefings for guests. Maintain cleanliness and upkeep of allocated areas.
* Technology & Administration: Provide IT assistance and ensure AV equipment is set up for meetings. Use Excel, Word, and other tools for data entry and communication. Ensure visitors are logged into the building database accurately. Submit weekly/monthly MI reports in a timely manner.
* Business Development & Strategy: Contribute to service improvements and business development initiatives. Maintain awareness of Signature and outsourced service offerings. Support internal/external audits, ISO accreditations, and readiness for bids and tenders. Champion workplace policies such as the clear desk policy and best practice standards.
* Professional Conduct: Uphold confidentiality, integrity, and the values of Signature and TLT. Demonstrate a positive, professional, and courteous manner at all times. Communicate effectively with all stakeholders and act as the central contact for service lines, contractors, clients, and guests.
Benefits
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. Salary Finance offers financial wellbeing assistance, including access to earned pay before payday and loans. Choices provides a flexible benefits platform with options such as dental insurance, dining cards, coffee clubs, and technology purchases. MiDeals offers access to high street discounts, gyms, and more. Additional benefits include cycle-to-work, life cover, save-as-you-earn, and a Mitie Matching Share Plan. Employee recognition includes Mitie Stars with monthly cash prizes and a top prize of £10,000 at year end.
We are committed to inclusive recruitment. If you have a disability or long-term condition and need reasonable adjustments during the recruitment process, please let us know.
Since 1987, Mitie has 76,000 employees and is a leading UK facilities management and professional services company. We serve clients across banking, government, hospitals, and schools.
Additional
Join our Mitie Team. Together our diversity makes us stronger.
Note: This description focuses on duties and requirements of the role. Apply via the standard process.
Job Details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Administrative
* Industries: Facilities Services
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