Overview
Facilities Assistant (Roving Ambassador) – Salary: £26,500k per annum. Availability required: Monday to Friday, 6:30am to 7:00pm. Reporting to: Regional Front of House Manager. Role: To craft a seamless 5-star experience for every visitor and colleague and support the Front of House Manager and Facilities Manager to proactively manage the workspace and ensure all is working as intended. Be highly organized, capable of working independently, and skilled at developing meaningful relationships with clients and key stakeholders. Comfortable assisting with AV queries, performing floor walks, and liaising with other workstreams to resolve issues impacting the colleague experience on site. A natural problem solver who will spend significant time on their feet in a physically demanding role.
Responsibilities
* Meeting Rooms and Porterage: Own the setup and reset of meeting rooms and event spaces to specified layouts.
* Warm Welcomes: Greet and assist all visitors and colleagues with a professional, concierge-level approach.
* Manage Key Areas: Daily ownership of physical touchpoints, ensuring colleague and client facing areas are set to agreed layouts, fabric, and housekeeping standards, and all are functioning as intended.
* Efficient Check-ins: Manage visitor check-ins and check-outs, ensuring smooth access and departure processes.
* Queue Management: Proactively manage queues to streamline arrival and departure experiences.
* Facilities Coordination: Support facilities management and the wider FOH team to proactively manage the workspace, ensuring compliance and maintaining high service standards.
* Technical Expertise: Provide first-class AV support for meetings; conduct regular checks of AV equipment to ensure it is always operational.
* Security: Maintain vigilance to keep colleagues and visitors safe.
* Professional Conduct: Maintain a high level of professionalism and adhere to company policies and procedures.
* Effective Communication: Resolve visitor and colleague requests efficiently with clear and timely follow-up.
* Routine Checks and Audits: Perform floor walks and service audits, log work orders, and follow through to resolution.
* Visitor Engagement: Build rapport with frequent visitors and host in the lobby area.
* VIP Services: Ensure VIP guests receive exceptional service.
* Query Management: Triage and respond to colleague queries across platforms, ensuring timely acknowledgment and resolution.
* Visible Support: Act as an accessible point of service while moving throughout the office.
* Interlock: Coordinate with service teams and support management to respond to issues affecting colleague experience.
* Team Collaboration: Work closely with client workplace experience teams to support initiatives, activities, and events.
* Escorting: Host approved contractors on site.
* Administration: Maintain trackers, logs, and digital records; prepare reports; order office peripherals, stock, and uniforms.
* Point of Contact: Serve as the eyes and ears in the absence of the Facilities Manager and run team briefings or huddles.
* Role Model: Uphold service standards and support management in training team members.
Qualifications
* Experience: Minimum 2 years at prestigious corporate workplaces or in high-end 5-star hotels.
* Communication Skills: Exceptional verbal, written, and interpersonal communication.
* Presentation: Immaculate grooming and personal presentation.
* Technical Proficiency: Proficient with Outlook, Word, Teams, and Chrome; experience with visitor management tools (e.g., Condeco).
* AV: Comfortable with meeting room and event space AV equipment (MTRs, microphones, speakers, docking stations).
* IT: Ability to handle a high volume of queries across multiple platforms.
* Customer Service: A customer-first mindset aligned with a luxury/hospitality standard.
* SIA Licence: To be provided.
Core Skills
* Attention to detail
* Critical thinking
* Decisiveness
* Adaptability
* Initiative
* Safety awareness
* Customer service
* Prioritization
* Personal organization
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