Job Description

Corporate Receptionist

Company name: Mitie

Job Title: Corporate Receptionist

Reporting to: Zygimantas Bauras

Working Hours: 08:00 to 17:00

Compensation: 13.89 p/h (equivalent to approx 28,888 p/a)

Job objectives and responsibilities

The ultimate goal of the Corporate Receptionist is to own the Reception Area and manage the access/egress of all visitors and contractors in accordance with the Client's defined processes. To conduct oneself in a warm, professional and engaging manner and deliver the Signature brand standard service that exceeds expectations and creates a memorable experience for all building users (visitors and colleagues). To be an active and contributing member of the Guest Services team, ready to step in and support any area at any time and go above and beyond expectations.



To ensure all visitors are appraised of emergency evacuation procedures and made aware of where to enter and leave the Client's premises by way of the designated access points

To positively identify all visitors and contractors before granting access and checking them in

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

To be immaculately groomed, approachable, and helpful always

To always deliver the Signature brand standard experience

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

Main duties

Experience:


Operate under a "How Can I Help" mindset

Deliver an experience that is professional, friendly and attentive always

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

Always conduct oneself in a professional manner, adhering to established standards of conduct, department procedures and policies




Process:


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

Manage stocks of visitor passes and other specialist stationery

Maintain a register of passes issued to and returned by visitors, ensuring that a full audit trail is maintained

Be aware and up to date with "what's on" in the building (workplace experience events, and planned maintenance)

Ordering peripheral items such as IT kit, uniform, stationary

Ensure all colleague queries to the shared mailbox are responded to and actioned on the same day

Maintain the shared mailbox, ensuring that resolved emails are deleted or filed on the same day

Provide a daily forecast to the FM and leadership team as to how many visitors are expected

Register all visitors before the next working day

Act in accordance with health and safety, and manual handling procedures




Service:


Provide first line response to Audio Visual queries from colleagues arising from IT/AV equipment installed in meeting rooms

Regular checks of meeting rooms, ensuring all kit is functional, and logging work orders as required

To support the setup of communal, event, collaboration, and meeting room spaces

To support keeping collaboration spaces tidy and return furniture as per locally specified arrangements

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

Creating, updating, and displaying signage as required

Conduct visitor arrival/departure check-in and check-out by managing and issuing access, in a manner aligned with a 5 service


To escalate any feedback relating to the service provided by the service team

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

Support the mailroom and associated processes, such as managing mail in/out, notifying colleagues of items for collection. Dependant on location.




Security:


Ensure all temporary passes are only provided to Client employees following confirmation of identity in line with prescribed client policies

Instruct all Employees and visitors to clearly display their identity card and visitor pass whilst on Client's Premises

Support the Security team in responding to First Aid or Security incidents, and act as Fire Marshal when required.

Maintain vigilance for any safety or security irregularities, taking appropriate action or escalating issues promptly.

Report systems malfunction immediately to ensure swift resolution.

Welcome and manage contractors on site, ensuring compliance with building protocols and security procedures.




Partnership:


Provide support to the wider service team as and when required

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

Complete any reasonable management request or task

Deputise in the absence of your Manager or similar supervisory position

Person Specification

1 to 2 years' of comparable experience in corporate workplaces, customer service, or tourism and hospitality

Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence

Immaculate grooming, personal presentation and sense of style

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: 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

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We do what we say we will

How we behave...

We treat all colleagues with respect.

We challenge people when they don't do the right thing.

We welcome advice from anyone that might improve what we do.

We are open and honest.

We think safety and always follow rules for safe working

Helpful

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We go out of our way to make a difference

How we behave...

We work with each other to achieve the best for clients and for Mitie.

We share information to help colleagues succeed.

We build great relationships.

Our first response to requests will always be positive.

We look out for each other, never walking by unsafe actions or situations

Inspiring

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We help others to be the best they can be

How we behave...

We support and encourage each other to develop.

We lead by example.

We set clear expectations.

We listen to and learn from others.

We learn from mistakes and incidents to prevent recurrence

Passion

Take our people, add their passion, and you get something really special.

Spirited

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We give it everything we've got

How we behave...

We do good things for each other, the environment, and the community.

We appreciate diversity and encourage it.

We demonstrate team spirit.

We are committed to doing things better and setting new standards in all that we do

We take pride in what we do and have fun doing it.

We celebrate success and say thank you

Fresh thinking

We want our people to find inspiration from skill development and career progression, and enjoy respect and recognition for a job well done.

Pioneering

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We do things that excite and amaze

How we behave...

We bring new ideas to the way we do things.

We are willing to try new things.

We encourage and support innovation.

We consider things from other peoples' points of view.

We embrace new thinking and technologies.

We build health & safety into everything we do

Health and Safety responsibilities

Follow Group and company policies and procedures at all times.

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.

Use all work equipment and personal PPE properly and in accordance with training received.

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.