Join to apply for the Workplace Experience Host role at Mitie Cleaning & Hygiene Services
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 who reside or visit The Client premises.
Main Duties
* To provide the client and customers with an exceptional customer experience and journey
* Support the Service Level Agreement by ensuring that all activities are carried out effectively
* Ensure all customer requests are dealt with efficiently and effectively and the customer is kept fully updated with progress
* Acquire and maintain a comprehensive knowledge of all on-site services to be able to advise individual customers in line with their needs
* Support Emergency Evacuation procedures and personal emergency evacuation plans (PEEPs) for less able guests
* Carry out a daily inspection of The Client workplace facility at the beginning of each day to maintain workplace functionality, identifying, reporting and resolving faults, cleaning, maintenance and landscaping needs in addition to HS&E and Operational issues
* Complete daily periodic checks of all stationery hubs and tea points to ensure tidiness, cleanliness and all sundries are replenished in a timely manner
* Complete daily checks of all meeting, conferencing and event spaces, setting each space to a defined local standard; including the provision and restocking of all stationery, flip chart and sundry items, and testing that all AV and conferencing technology is fully operational
* Ensure all meeting room requests are completed in accordance with the SLA and customers are communicated to with all booking information
* The Workplace Concierge may occasionally support and assist the client with both onsite and offsite events, acting as a main point of contact to ensure everything runs effortlessly
* Coordinating of events and large-scale meetings, such as group-wide events or senior management meetings
* To ensure meeting rooms are organised for events in conjunction with Host. Liaising with host and to assist with the delivery of events as they occur. This may require some flexibility with work hours on occasion for attendance at early morning or evening events as well as assisting with hospitality duties (waitressing, serving alcoholic drinks and manning registration desk)
* Work flexibly to support out-of-hour requests and extended hours to self-cover operations
* Provide operational support to any internal events
* Support the mail room team when required, carry out internal/external post and courier deliveries/collections
* Attend weekly service line meetings to ensure a one-team ethos is created throughout the team, and share information that may impact other service lines
* Liaising with the Workplace Experience Manager to oversee all contractor activity to minimise impact on site operation and customers
* Raise accident and incident reports and track through to closure
* Actively seek and review customer feedback, track remedial actions through to closure
* Support with all internal and external audits
* Provide cover for absence, breaks and when requested, including Barista duties
* Proactively make recommendations/suggestions/initiatives to support contract evolution
* To assist in any other reasonable duties as required by your manager or clients
* Demonstrating and leading a “one team” approach
* Uphold the vision and values of Signature in all actions and behaviours
* Maintain and practice a high degree of confidentiality and integrity
* Ensure client needs are met in terms of greeting visitors, answering telephone calls, directing calls, booking meeting rooms, car parking facilities, etc.
* Provide IT assistance and attend regular training of services
* Set up all IT equipment for each meeting
* To ensure that visitors are entered on to the building visitor database through an online software package
* To build professional relationships with key stakeholders to develop knowledge of personal requirements
* To act as the central point of contact on-site for all service lines, contractors, clients and guests
* To handle any guest complaints and provide a swift solution or escalate as appropriate
* To portray a friendly, professional and courteous demeanour always, using open and appropriate body language
* To ensure telephone and email etiquette is professional and always adhered to, including the answering of calls and emails using the appropriate greeting and sign off
* To be articulate and pre-empt the needs of clients and visitors
* To be responsible for the upkeep and cleanliness of your allocated areas
What we are looking for
* A clear understanding of Health & Safety practices, IOSH certified preferred
* An understanding of Audio Visual and IT systems and the ability to explain this accurately to customers.
* Computer literate (Word, Excel, Outlook E-mail)
* Clear, strong and confident communication skills
* Team player with an enthusiastic attitude
* To work efficiently and effectively in a team as well as individually
* Able to work off their own initiative and with minimal direction
* Organised, capable of managing and prioritising multiple workflow requirements
* Excellent written and oral communication skills
* High attention to detail
* Flexible and proactive
* Passionate about exceptional customer service
* Ability to build positive relations with colleagues, guests and clients
* Immaculate personal presentation endorsing the Signature five-star image
* Be flexible to support the rotational shift pattern 8am-9pm and the business needs of the client
* Enthusiastic and conscientious
* Customer oriented approach
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. We offer financial wellbeing assistance through our Salary Finance scheme, including access to earned pay before payday for a small fee. You can customise benefits via Choices, our flexible benefits platform, with options such as dental insurance, dining cards, coffee clubs, technology purchases, and more. We also offer MiDeals on high street discounts and a cycle-to-work scheme. Life cover is provided, plus save-as-you-earn and a Mitie Matching Share Plan. We recognize employees with Mitie Stars, with monthly prizes and a possible £10,000 top prize each year.
We are committed to an inclusive recruitment process. If you have a disability or long-term condition and need adjustments during recruitment, please let us know by emailing us.
Since 1987, Mitie’s 76,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, serving a range of clients including banking, government sites, hospitals and schools.
Join our Mitie Team.
Together our diversity makes us stronger.
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