Overview
Company name: Mitie - Signature
Job Title: Guest Services
Reporting to: Guest Services Manager
Hours: 40 hours a week, Monday to Friday
Office location: Doncaster Rail College
About Mitie
Our values and behaviours are built on the simple premise of 'The exceptional, every day' - our overarching commitment to both our customers and our colleagues. Mitie was founded in 1987 and is the UK's leading facilities management and professional services company, including Signature, Guest Services, looking after a large, diverse, blue-chip customer base, from banks and retailers to hospitals, schools and government offices including Network Rail. Mitie has over 49,000 people, 100+ office locations, and thousands of customers across the country.
Responsibilities
* As a Corporate Receptionist, act as the first point of contact for clients, visitors and employees, delivering exceptional customer service and maintaining a professional impression.
* Greet visitors, answer and direct incoming calls, manage the reception area for cleanliness and organisation.
* Provide a site safety brief to everyone signing into the building. Proactively assist with client events. Complete online Fire Warden Training and support site duties during evacuations.
* Conduct weekly stock checks and order stationery for front of house. Train new team members and temporary staff. Ensure health and safety posters/leaflets are up to date and maintain health and safety folders with direction from the Front of House Manager.
* Report faults or health and safety concerns to the relevant person or department. Collaborate with Receptionists, WPM, Security, FM and administrative staff to ensure smooth operations.
Security Awareness
* Monitor and control access to the premises following established security protocols.
* Verify visitor credentials and issue visitor badges as necessary. Be vigilant for suspicious activity and report concerns as required.
Customer Service Excellence
* Provide personalised assistance to clients, guests and employees, anticipating and addressing needs proactively.
* Offer accurate information about the company, its services and facilities. Handle inquiries and resolve issues promptly and professionally.
Administrative Support
* Assist with administrative tasks such as sorting mail, managing courier deliveries and booking meeting rooms.
* Respond to the Reception Inbox and ensure timely email replies. Manage daily parcel deliveries and keep recipients informed.
* Manage administrative tasks such as monthly visitor figures, internal auditing and staff passes reports. Keep the front of house QHSE folder up to date. Maintain electronic and physical filing systems. Support other departments with various administrative duties as needed.
* Maintain up-to-date stationary and ensure a clean, orderly reception area.
Uniform Standards
* Adhere to company uniform guidelines, maintain a neat and professional appearance at all times, and reflect the company image through grooming and attire.
Front of House Coordinator duties (if applicable)
* Support Workplace Management with Fire Alarm testing where applicable. Perform regular kitchen checks to ensure supplies are adequate and areas are tidy. Check meeting rooms for stock and setup between bookings. Ensure printers have paper and ink and perform weekly checks of fire extinguishers and First Aid boxes.
* Conduct floor walks, report maintenance or cleaning issues, maintain stationaries, manage confidential bins, and complete building inductions for new staff. Ensure fire doors are clear of obstructions.
Policy & Training
* All team members must read and sign the site SOP and Uniform standard. Follow Absence Management process. Complete mandatory training.
Person Specification
* Experience: 2 years' previous customer service experience within a reception, switchboard or room booking environment; Qualified First Aider or willing to undertake a course. Training will be issued if not already held.
* Skills and Knowledge: Strong written and verbal communication; proficient with MS Outlook, Word, Excel, PowerPoint; ability to interact confidently with all levels of the business and guests; excellent organisational and multitasking abilities; careful attention to detail; ability to stay composed in fast-paced environments.
* Education or Certification: 2 years reception/administration experience (beneficial, not required); A Level or equivalent.
Mitie Values and Behaviours
People - Mitie is a people business. Trustworthy, Helpful, Inspiring, Passion, Spirited, Fresh thinking, Pioneering. We treat colleagues with respect, challenge when needed, share information, build relationships, and safety is integral. We strive for health, safety and innovation in everything we do.
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