Job Description

Job objectives and responsibilities

The ultimate goal of the Guest Services 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 Remain 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

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 and working 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 Event planning, organisation and delivery and to support wider service teams Administrative tasks and ad hoc reporting

Service

:


Conduct visitor arrival/departure check-in and check-out by managing and issuing access, in a manner aligned with a 5 hotel
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 Responsibility to organising Events hosted, held and delivered at office address to support the wider function 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 Adhoc support at London HQ To escalate any feedback relating to the service provided by the service team

Security

:


Carry out daily audits of the visitor passes, issuing forgotten passes and reporting any not returned Support security colleagues in remaining vigilant at all times

Partnership

:


Provide support to the wider service team as and when required Support the setup of meeting rooms and event spaces 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

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

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

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

-



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.