Job Overview
The ultimate goal of the Guest Services Host is to conduct oneself in a warm, professional and engaging manner and deliver a concierge style service that exceeds expectations and creates a memorable 5* experience for all building users (visitors and colleagues). To be an active and contributing member of the Workplace team, ready to step in and support any area at any time.
Job Objectives and Responsibilities
1. To pre-empt the needs of visitors and building users, and proactively engage with them to greet them, bid them farewell and/or provide support to them
2. To be highly visible, always available and the “go to” person for queries
3. To be immaculately groomed, approachable, and helpful at all times
4. To deliver a 5* hotel concierge style experience at all times
5. To protect the customer's property, people, and assets
Hours: Monday to Friday 42.5 hrs 08:00-17:00 - flexibility required to meet the needs of the business
Main Duties
6. Operate under a “How Can I Help” mindset
7. Deliver an experience that is professional, friendly and attentive at all times
8. To anticipate the needs of visitors and colleagues
9. To proactively look out for building issues, ensuing a swift resolution
10. Proactively manage queues, striving to make the arrival or departure process as efficient as possible
11. Be the face of the facilities team by providing tangible service that is visible and easily accessible
12. Greet and acknowledge all visitors and colleagues in the lobby areas as they arrive/depart/pass by, ensuring they receive exceptional service
13. Conduct oneself in a professional manner at all times, adhering to established standards of conduct, department procedures and policies
14. Regular checks of meeting rooms, ensuring all kit is functional, and logging work orders as required
15. Support onsite facilities inspections, floor walks and service audits
16. Triage colleague queries received in person, email and online, responding in a timely manner or referring them to the right team or self-service channels
17. Ensure communication and follow-up on any problems, visitor or colleague requests, and special requirements
18. Provide “at desk” first fix IT and AV support
19. Deliver a curated, with an enhanced service that is aligned to the Client's brand
20. Learn, know and be able to provide visitors and colleagues with information on city maps and directories, restaurants and pubs, shops, in-house services and daily functions, cultural activities, religious activities, sporting events, entertainment activities, special attractions, doctors, medical centres, transportation options etc
21. Utilise a “hands on” approach whilst ensuring the service delivery is at the required standard
22. Establish rapport with frequent visitors; keep the team and relevant departments well-informed about visitor preferences
23. Creating, updating, and displaying signage as required
24. Daily ownership of the physical touchpoint journey, ensuring all colleague and client facing areas are set to agreed layout, fabric, and housekeeping standards and proactively logging jobs as required • Conduct visitor arrival/departure check-in and check-out by managing and issuing access, in a manner aligned with a 5* hotel
25. To escalate any feedback relating to the service provided by the service team
Persons Specification
26. 1 to 2 years' of comparable experience in high end hotels, members clubs, airlines, corporate workplaces, or tourism and hospitality
27. Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence
28. SIA certification (training can be provided if required)
29. Immaculate grooming, personal presentation and sense of style
30. Flexible, agile, and adaptable
31. Must be able to identify and resolve issues, and to meet and exceed the expectations of our client • Must be highly proficient in Outlook, Word, Teams, and Chrome
32. Competent using visitor and space management tools, such as Condeco, ProxyClick, etc
33. Core skills required: Attention to detail, critical thinking, decisiveness, adaptability, initiative, safety awareness, customer service, prioritisation, personal organisation
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. 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 benefits platform, Choices. This gives you the chance to customise your benefits to best suit your lifestyle. You can choose from dental insurance, dining cards, coffee clubs, buying technology products at an affordable cost and much more!
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 is the greater of your equivalent annual salary or a minimum of £10, - giving peace of mind for your dependants. We also offer 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,!
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 .