Workplace Experience Host – Job Description
Monday - Friday
working between 8am -6pm (40 hours a week)
To deliver an exceptional customer experience by providing a welcoming, efficient, and professional workplace environment. The Workplace Experience Host acts as a central point of contact for clients, guests, contractors, and service providers, ensuring seamless service delivery and operational excellence.
Customer Experience & Service Delivery
* Provide clients and guests with an outstanding customer journey, ensuring all interactions are professional, courteous, and helpful.
* Respond to customer requests promptly and effectively, keeping them informed throughout.
* Acquire and maintain in-depth knowledge of all on-site services to offer tailored advice and support.
* Handle guest complaints with professionalism, escalating when necessary to ensure swift resolution.
* Demonstrate a proactive, friendly, and approachable demeanor at all times.
Workplace Operations & Facilities
* Conduct daily inspections of the workplace to ensure functionality, cleanliness, and safety.
* Identify and report faults, maintenance issues, and health & safety concerns.
* Perform regular checks of stationery hubs, tea points, and meeting rooms to ensure tidiness and replenishment of supplies.
* Set up and maintain meeting, conferencing, and event spaces to defined standards, including AV equipment and hospitality provisions.
* Support emergency evacuation procedures and Personal Emergency Evacuation Plans (PEEPs) for guests with additional needs.
Meeting Room & Event Coordination
* Manage meeting room bookings via the NFS system, ensuring accuracy and timely communication with customers.
* Allocate rooms effectively and maintain the booking diary, including visitor entries.
* Coordinate and support internal and external events, including senior management meetings and group-wide functions.
* Assist with hospitality suite setup, waitressing, serving drinks, and managing registration desks.
* Provide operational support for events, including IT setup and catering coordination.
Systems & Administrative Support
* Train and support employees in using the NFS booking system (or alternative platforms).
* Ensure visitors are registered accurately using the building's visitor management software.
* Provide IT assistance and attend regular training sessions to stay updated on services.
* Maintain professional telephone and email etiquette, using appropriate greetings and sign-offs.
Team Collaboration & Communication
* Attend weekly service line meetings to foster a "one team" ethos and share relevant updates.
* Liaise with the Workplace Experience Manager to oversee contractor activity and minimise disruption.
* Support the mailroom team with internal/external post and courier deliveries when required.
* Build strong relationships with stakeholders to understand and meet individual requirements.
Compliance & Continuous Improvement
* Raise and track accident and incident reports through to closure.
* Actively seek customer feedback and ensure remedial actions are completed.
* Support the implementation of group policies (e.g., clear desk policy) and uphold best practice standards.
* Assist with internal and external audits as needed.
* Periodically review and update standard operating procedures.
* Recommend improvements and initiatives to enhance service delivery and contract evolution.
Flexibility & Additional Duties
* Provide cover for colleagues during breaks, absences, or when requested.
* Support office moves and relocations involving fewer than 10 people.
* Work flexibly to accommodate out-of-hours requests and extended operational needs.
* Uphold Signature's vision and values in all actions and behaviours.
* Maintain confidentiality and integrity in all aspects of the role.
* Perform any other reasonable duties as required by management or clients.
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 patter 8am-9pm and the business needs of the client
* Enthusiastic and conscientious
* Customer orientated approach