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Job Title: Workplace Host (Guest Services Role)
Location: Central Birmingham - Brindley Place, Birmingham, B1 2JB
Salary: £26,208 - £28,500
Working Hours: 40 hours per week
Shift Patterns: Covering 2 Shift Patterns from 07:30 - 17:00
The Workplace Host will act as the face of the executive office, delivering a seamless, personalised, and 5-star hospitality experience for employees, visitors, and executives. This pivotal role is responsible for creating a professional, welcoming, and service-led environment that enhances every aspect of the workplace journey from arrival to departure. The role combines high-end front-of-house service, operational support, and coordination of workplace services, ensuring all interactions reflect Phoenix Group's commitment to excellence.
* Proactively manage the team and elevate the workplace journey, ensuring a premium, consistent, and tailored experience from entrance to exit.
* Act as the primary point of contact for all workplace-related queries and service requests, ensuring swift and effective resolution.
* Serve as a brand ambassador, embodying Phoenix Group values and ensuring every guest and colleague receives a warm, professional welcome.
* Regularly conduct office walkthroughs to ensure cleanliness, ambiance, functionality, and presentation meet 5-star standards.
* Seek and respond to feedback, taking proactive steps to address concerns and champion continuous improvement.
Meeting & Event Support
* Ensure executive meeting rooms and lounges are set up, managed, and reset to perfection including AV systems, lighting, stationery, temperature, and refreshments.
* Support high-profile meetings and internal events with pre-planning, attendee coordination, and on-the-day concierge service.
* Collaborate with IT and facilities teams to ensure all AV and conferencing equipment is fully operational.
* Maintain and restock all meeting spaces, tea points, and stationery hubs throughout the day to ensure readiness.
Workplace Operations
* Carry out daily inspections of the workplace to identify and address faults, maintenance needs, cleanliness issues, and HS&E risks.
* Manage post and courier services, including internal and external collections and deliveries.
* Support desk moves, office changes, and space utilisation reviews, maintaining up-to-date records.
* Liaise with contractors and suppliers to coordinate works and services, minimising disruption to operations.
* Support PEEPs, emergency evacuations, and health & safety procedures as required.
* Assist with internal audits, compliance reviews, and adherence to company policies such as the Clear Desk Policy.
Service Delivery & Improvement
* Log service requests, customer feedback, and maintenance issues via the Maximo system, ensuring all are tracked and resolved to a high standard.
* Attend and contribute to regular service line meetings to ensure alignment, collaboration, and information sharing across teams.
* Proactively recommend service enhancements, innovations, and process improvements that support the contract's evolution.
* Review and update standard operating procedures (SOPs) to maintain service consistency and compliance with best practice.
Person Specification
* Proven experience in a high-end concierge, hospitality, or client services role, ideally in a corporate or executive environment.
* Strong interpersonal and communication skills with a customer-first attitude.
* Experience managing AV/meeting room systems and the ability to train others as a system ‘super user'.
* Highly organised, with the ability to multitask and manage competing priorities calmly and efficiently.
* Proactive mindset with a keen eye for detail and passion for service excellence.
* Familiarity with workplace management systems such as Maximo (preferred).
* Strong team ethic with flexibility to support out-of-hours and emergency cover when required.
Service Excellence
* Responsible for understanding, following and driving company standards (i.e. Standard operating procedures)
* Responsible for challenging when service excellence delivery falls below SLA / SOP / KPI
* Informed knowledge of the contractual KPIs & SLAs
Engagement, Culture & Communication
* Responsible for acting and behaving in line with One Code
* Responsible for attending / participating in monthly team meetings, briefings & internal communications
* Informed knowledge of all company engagement and communications initiatives
Client Relationships
* Accountable for positive client perception
* Informed knowledge of key stakeholders on the account
* Informed knowledge of the client values and objectives
* Informed knowledge of contribution towards client retention
People & Productivity
* Responsible for following time off work, grievance, whistle blowing & disciplinary procedures
* Responsible for owning own development, and ensuring all learning is put into practise
* Responsible for personal performance including delivery of agreed personal objectives
* Informed knowledge of HR procedures and expectations outlined in employee handbook
Our market-leading offering 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 lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
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 of up to four times your salary is available. We also offer enhanced pension contributions, 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 £10,000!
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 .
Since 1987, Mitie’s 76,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.
Join our Mitie Team.
Together our diversity makes us stronger.
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