Better places, thriving communities.
We are seeking a professional, welcoming, and experienced Corporate Reception Supervisor to join our team.
As the first point of contact for all visitors and staff, you will deliver a warm welcome and provide a consistently high standard of customer service, ensuring a positive and professional experience at all times.
In this role, you will play a key part in facilitating the smooth flow of personnel throughout the building by managing access points. You will ensure the reception area is always tidy, organised, and operating efficiently, while delivering a professional and courteous Guest Service.
As a supervisor, you will lead and support a small team of two receptionists, providing guidance, coordinating daily activities, and ensuring service standards are consistently met. You will take responsibility for team performance, rota planning, and maintaining a positive and collaborative working environment.
Job objectives and responsibilities
The ultimate goal of the Front of House Supervisor is to lead and run the daily shifts in your patch, quality check service delivery, andact as a role model for standards. To support the leadership team to deliver our contractual service requirements. To be an active and contributing senior member of the Guest Services team, ready to step in and support any area at any time. To act as brand ambassador for standards, coordinate the team members on shift, and support the site leadership team. To handle special requests including preferences for colleague's and visitor's time on site, as well as show intuition and empathy in all kinds of situations.To conduct oneself in a warm, professional and engaging manner and deliver theprescribed Signature service experience that exceeds expectations and creates a memorable moments for all building users (visitors and colleagues).
1. Supervise the team to ensure site procedures and service standards are followed
2. Quality check the service and experience being delivered by the team
3. Act as main support to the leadership team and FMs
4. First point of contact for team relating to: absence planning and reporting, lateness, rota preparation
5. To be a role model to the service team, and conduct oneself in a warm, professional and engaging mannerat all times
6. To proactively manage the workspace, relating to our contractual duties and scope
7. Coordinate any last minute labour changes to ensure sites are staffed adequately
8. Resolve client, client or visitor escalations in a timely manner
Main duties
Experience:
9. Support the team to ensure they are delivering service in line with prescribed standards
10. Identify opportunity to streamline and align processes between the buildings in your patch
11. To anticipate the needs of visitors and colleagues
12. To proactively look out for building issues, ensuring a swift resolution
13. Proactively manage queues, striving to make the arrival or departure process as efficient as possible
14. Be the face of the facilities and front of house team by providing tangible service that is visible and easily accessible
15. Connect with VIP clients and visitors to ensure they have the support they need whilst on site
Process:
16. Ensure that the correct visitor management processes are being deployed by the team at all times
17. Manage stocks of visitor passes and other specialist stationery
18. Maintain a register of passes issued to and returned by visitors, ensuring that a full audit trail is maintained
19. Ordering peripheral items such as IT kit, stationary
20. Ensure all colleague queries to the shared mailbox are responded to and actioned on the same day
21. Maintain any shared mailboxes, ensuring that resolved emails are deleted or filed on the same day
22. Provide a daily forecast to the FM and leadership team as to how many visitors are expected
23. Training of Signature team members, and support cross training of other team members
24. Deliver Toolbox Talks and role specific training
25. Prepare rotas, maintain trackers, and other administrative duties
26. Organise new starter and leaver IT system access, and hardware requirements
27. To support the induction and training of new starters
28. Carry out onsite facilities inspections, floor walks and service audits
29. Proactively log work orders
30. Regular checks of meeting rooms, ensuring all AV/IT kit is functional, and logging work orders as required
31. Support the manager with HR processes and investigations
32. Support the manager to maintain and keep up to date all SOPs and contract specific training materials
33. Support the team to ensure they are meeting task deadlines
34. Act in accordance with health and safety, and manual handling procedures
35. Ad hoc travel to support other locations, which may include overnight stays
36. Support the recruitment process for applicants, such as attending interviews or providing candidate feedback
37. Attend internal and client meetings, representing Mitie to the best standard
38. Support the manager to maintainaccurate and up to date personnel files including working hours, payroll, training and development records in line with contractual requirements
39. Step Up: Be a champion for diversity and inclusion on site at all times
40. Attend associated training sessions and workshops when scheduled
41. Promote a culture of “continual development” and a “winning mindset” within the team
42. Proactively seek ways to recognise the Signature teams' achievements on a singular or group format, and utilise the recognition and reward schemes available
43. Support the mobilisation of new locations
Service:
44. Ensure all visitors are registered before the next working day
45. Be aware and up to date with “what's on” in the building (workplace experience events, and planned maintenance)
46. Be the resident expert/go-to person to make informed recommendations to the client's events team or meeting organisers as to which space is best suited to their needs
47. 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
48. Ensure communication and follow-up on any problems, visitor or colleague requests, and special requirements
49. Ensure the team have delivered room and event space setups in line with requests
50. Utilise a “hands on” approach and supporting where the need is greatest at any time
51. To support the Manager and site leadership team to act as a link between workstreams, following up completion of helpdesk jobs or anything impacting colleague experience is resolved in a timely manner
52. Provide “at desk” first fix IT and AV support relating to client equipment installed in meeting, collaboration and event spaces
53. To check and ensure the lobby, meeting rooms, communal, and event spaces are setup and working as intended
54. Liaise with our clients and colleagues to support the delivery of their initiatives and activities
55. Recognize by sight the identities and roles of all senior management (as advised by the Client from time to time), as well as build a good working relationship with the personal assistants of such senior managers
56. To be informed as to any events, VIPs, or ongoing issues in your sites
57. Creating, updating, and displaying signage as required
58. Conduct visitor arrival/departure check-in and check-out by managing and issuing access, in a manner aligned with a 5* hotel
59. Operate under a “How Can I Help” mindset
60. To be highly visible, always available and the “go to” person for queries
61. Track and report revenue opportunities, such as ad hoc overtime
Security:
62. Support the Security team in responding to First Aid or Security incidents, and act as Fire Marshal when required.
63. Maintain vigilance for any safety or security irregularities, taking appropriate action or escalating issues promptly.
64. Report systems malfunction immediately to ensure swift resolution.
65. Welcome and manage contractors on site, ensuring compliance with building protocols and security procedures.
Partnership:
66. Be a champion for diversity and inclusion on site
67. Provide support to the wider service team as and when required
68. To actively build relationships with other workstreams and partners, to ensure we are operating as OneMitie
69. Provide ad hoc cover and support to other work areas and teams
70. Complete any reasonable management request or task
71. Deputise in the absence of your Manager or similar supervisory position
Person Specification
72. 1 to 2 years' of comparable experience in corporate workplaces, members clubs, customer service, or tourism and hospitality
73. Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence
74. SIA badge(can be provided)
75. Immaculate grooming, personal presentation and sense of style
76. IOSH
77. Comfortable with wearable and mobile tech (radios, headsets, tablets)
78. Must be able to identify and resolve issues, and to meet and exceed the expectations of our client
79. Must be highly proficient in Outlook, Word, Teams, and Chrome
80. Competent using visitor and space management tools, such as Condeco, ProxyClick, etc
81. Entry level Facilities and/or Leadership Apprenticeship/similar qualification (to be provided)
82. Essential to be able to process large volume of queries across multiple platforms
83. Core skills required: Accountability and responsibility, personal organisation, prioritisation, initiative, engaging with the customer, communication, adaptability, attention to detail
Working within the Mitie values and behaviours
People Mitie is a people business. It's our people, and their drive to do their jobs to the best of their ability that makes us different.
Trustworthy -
We do what we say we will
How we behave…
84. We treat all colleagues with respect.
85. We challenge people when they don't do the right thing.
86. We welcome advice from anyone that might improve what we do.
87. We are open and honest.
88. We think safety and always follow rules for safe working
Helpful -
We go out of our way to make a difference
How we behave…
89. We work with each other to achieve the best for clients and for Mitie.
90. We share information to help colleagues succeed.
91. We build great relationships.
92. Our first response to requests will always be positive.
93. We look out for each other, never walking by unsafe actions or situations
Inspiring -
We help others to be the best they can be
How we behave…
94. We support and encourage each other to develop.
95. We lead by example.
96. We set clear expectations.
97. We listen to and learn from others.
98. We learn from mistakes and incidents to prevent recurrence
PassionTake our people, add their passion, and you get something really special.
Spirited -
We give it everything we've got
How we behave…
99. We do good things for each other, the environment, and the community.
100. We appreciate diversity and encourage it.
101. We demonstrate team spirit.
102. We are committed to doing things better and setting new standards in all that we do
103. We take pride in what we do and have fun doing it.
104. We celebrate success and say thank you
Fresh thinkingWe want our people to find inspiration from skill development and career progression, and enjoy respect and recognition for a job well done.
Pioneering -
We do things that excite and amaze
How we behave…
105. We bring new ideas to the way we do things.
106. We are willing to try new things.
107. We encourage and support innovation.
108. We consider things from other peoples' points of view.
109. We embrace new thinking and technologies.
110. We build health & safety into everything we do
Health and Safety responsibilities
111. Follow Group and company policies and procedures at all times.
112. Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment.
113. Use all work equipment and personal PPE properly and in accordance with training received.
114. Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;
Note
This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.
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,!
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 .