Job Description

Company name: Mitie

Job Title: Workplace Host

Reporting to: Workplace Manager

The ultimate goal of the Workplace 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.*


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

To be highly visible, always available and the "go to" person for queries

To be immaculately groomed, approachable, and helpful at all times

To deliver a 5 hotel concierge style experience at all times


To protect the customer's property, people, and assets

Main duties

Experience:

Operate under a "How Can I Help" mindset Deliver an experience that is professional, friendly and attentive at all times To anticipate the needs of visitors and colleagues To proactively look out for building issues, ensuing a swift resolution Proactively manage queues, striving to make the arrival or departure process as efficient as possible Be the face of the facilities team by providing tangible service that is visible and easily accessible Greet and acknowledge all visitors and colleagues in the lobby areas as they arrive/depart/pass by, ensuring they receive exceptional service Conduct oneself in a professional manner at all times, adhering to established standards of conduct, department procedures and policies

Process:

Regular checks of meeting rooms, ensuring all kit is functional, and logging work orders as required To setup working areas as intended and functional, to ensure colleagues and visitors are setup for success and can be productive whilst on site Support onsite facilities inspections, floor walks and service audits Proactively log work orders 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 Ensure communication and follow-up on any problems, visitor or colleague requests, and special requirements Administrative tasks and ad hoc reporting

Service:

Provide "at desk" first fix IT and AV support Deliver a curated experience for the 8th floor, with an enhanced service that is aligned to the Client's

brand

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 Utilise a "hands on" approach whilst ensuring the service delivery is at the required standard Establish rapport with frequent visitors; keep the team and relevant departments well-informed about visitor preferences Lost property management Creating, updating, and displaying signage as required 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
To escalate any feedback relating to the service provided by the service team

Security:

Respond to and coordinate First Aid or Security incidents Comply with legal obligations and safety requirements of the role To be aware of and ensure compliance with all aspects of policies and relevant legal and regulatory requirements as directed by the and in accordance with UK Law and Guidance bodies Fully and satisfactorily complete all of the security focused tasks and duties on site as defined within the

published Assignment Instructions (AI's)

Support the management of: lockers, bike registrations, etc Generate reports and send to the relevant people, eg first aid/wardens, waste etc Carry out daily/nightly audits of the visitor and contractor passes and reporting any not returned Focus on out of line safety and security items To immediately report any systems malfunctions Host contractors on site

Partnership:

Provide support to the wider service team as and when required Support the setup of meeting rooms and event spaces, including organizing 3rd party ad hoc removal and storage of furniture To actively build relationships with other workstreams and partners, to ensure we are operating as OneMitie Provide ad hoc cover and support to other work areas and teams

Person Specification

1 to 2 years' of comparable experience in high end hotels, members clubs, airlines, corporate workplaces, or tourism and hospitality Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence SIA certification (training can be provided if required) Immaculate grooming, personal presentation and sense of style Flexible, agile, and adaptable Comfortable with wearable and mobile tech (radios, headsets, tablets) 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 Competent using visitor and space management tools, such as Condeco, ProxyClick, etc Essential to be able to process large volume of queries across multiple platforms * Core skills required: Attention to detail, critical thinking, decisiveness, adaptability, initiative, safety awareness, customer service, prioritisation, personal organisation