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 whom reside or visit The Client premises.
Responsibilities
* 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 advise individual customers in line with their needs
* Support Emergency Evacuation procedures and personal emergency evacuation plans (PEEPs) for less-abled guests
* Carry out a daily inspection of The Client workplace facility at the beginning of each day to maintain workplace functionality; identify, report and resolve faults, cleaning, maintenance and landscaping needs in addition to HSE and operational issues
* Complete daily periodic checks of all stationery hubs and tea points to ensure tidiness, cleanliness and replenishment of sundries in a timely manner
* Complete daily checks of all meeting, conferencing and event spaces, setting each space to a defined local standard; provide and restock all stationery, flip charts and sundry items, and test that all AV and conferencing technology is fully operational
* Ensure all meeting room requests are completed in accordance with the SLA and communicate booking information to customers
* Occasionally support the client with onsite and offsite events, acting as a main point of contact to ensure everything runs smoothly
* Coordinate events and large-scale meetings, such as group-wide events or senior management meetings
* Organise meeting rooms for events in conjunction with the Host; liaise with the host and assist with event delivery, with some flexibility for attendance at early morning or evening events and hospitality duties
* Work flexibly to support out-of-hour requests and extended hours to self-cover operations
* Provide operational support to internal events
* Support the mail room team when required (internal/external post and courier deliveries/collections)
* Attend weekly service line meetings to foster a one-team ethos and share information that may impact other service lines
* Liaise with the Workplace Experience Manager to oversee contractor activity and minimise impact on site operations 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 internal and external audits
* Provide cover for absence, breaks and requests, including barista duties
* Proactively make recommendations/suggestions/initiatives to support contract evolution
* Assist in any other reasonable duties as required by your manager or clients
* Demonstrate and lead 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 telephones, directing calls, booking meeting rooms and parking facilities
* Provide IT assistance and attend regular training of services; set up IT equipment for each meeting
* Ensure visitors are entered into the building visitor database through an online software package
* Build professional relationships with key stakeholders to understand personal requirements
* Act as the central point of contact on-site for all service lines, contractors, clients and guests
* Handle guest complaints and provide swift solutions or escalate as appropriate
* Maintain a friendly, professional, and courteous demeanour with appropriate body language
* Ensure telephone and email etiquette is professional with proper greetings and sign-offs
* Be articulate and pre-empt the needs of clients and visitors
* Maintain upkeep and cleanliness of allocated areas
Qualifications
* A clear understanding of Health & Safety practices; IOSH certification preferred
* An understanding of Audio Visual and IT systems and the ability to explain this accurately to customers
* Computer literate (Word, Excel, Outlook)
* Clear, strong and confident communication skills
* Team player with an enthusiastic attitude
* Ability to work efficiently 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
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