Job Description

Job Overview
Responsible for the smooth running of various day to day activities, including workplace hosts roles; dealing professionally with external and internal clients, both face to face and via the telephone and ensuring the team deliver an exceptional guest experience successfully.
Monday - Friday
Full time - 40 hours a week
working hours between 8am -6pm
Main Duties
Client & Guest Experience

• Lead the Hosts team to deliver seamless, high-quality guest experiences aligned with service expectations.
• Lead the proactive identification, reporting, and investigation of near misses, incidents, and hazards.
• Oversee daily operational activities to uphold a secure, accessible, and regulation-compliant workplace, ensuring alignment with health, safety, and legal standards
• Lead by example in operational delivery, ensuring team adherence to SLAs and company protocols. Facilitate ongoing training to embed best practices and continuous improvement
• Act as the primary point of contact for day-to-day client interactions, ensuring prompt resolution of queries and clear communication.
• Build professional relationships with key stakeholders to understand and meet individual requirements.
• Ensure all guests receive a warm welcome and consistently excellent service.

Meeting Rooms & Events

• Manage end-to-end delivery of meeting room and event services, including AV audits, hospitality, and bookings.
• Coordinate large-scale meetings and events (e.g. senior management or group-wide events), including setup and support.
• Liaise with Hosts to ensure meeting rooms are prepared and events run smoothly, occasionally supporting early morning or evening events.
• Assist with hospitality duties such as waitressing, serving drinks, and managing registration desks.
• Maintain and update the NFS room booking system, ensuring accurate entries and diary updates.
• Ensure all meeting room requests are fulfilled in line with SLAs and clients are kept informed.
• Oversee timely and accurate delivery and collection of hospitality orders.

Operations & Service Delivery

• Utilize CAFM, NFS, and other platforms to manage service requests, bookings, and reporting.
• Monitor SLAs and performance metrics to identify trends and drive service improvements.
• Conduct daily floor walks, meeting room checks, and consumables audits, ensuring issues are actioned and tracked.
• Resolve operational issues and escalate where necessary.
• Maintain high standards to consistently exceed customer expectations.
• Coordinate all workplace tasks, ensuring clear communication and adherence to requirements.

Team Leadership & Development

• Lead and develop a high-performing team, setting SMART objectives and supporting growth through PDPs, PIPs, and training plans.
• Manage recruitment, onboarding, and training of new starters.
• Arrange weekly team rosters and cover, monitor attendance, and validate timesheets.
• Conduct regular 1-to-1s and team meetings, promoting a positive and collaborative team spirit.
• Ensure team compliance with site rules, appearance standards, and uniform policies.
• Address people-related matters proactively, aligned with company values and the One Code.

Health, Safety & Compliance

• Deliver monthly Toolbox Talks and ensure training records are up to date.
• Ensure team members are fully compliant with QHSE Site File and SOPs.
• Report and escalate maintenance, IT, or health and safety concerns promptly.
• Support implementation of evacuation procedures and health & safety briefings for guests.
• Maintain cleanliness and upkeep of allocated areas.

Technology & Administration

• Provide IT assistance and ensure AV equipment is set up for meetings.
• Use Excel, Word, and other tools for data entry and communication.
• Ensure visitors are logged into the building database accurately.
• Submit weekly/monthly MI reports in a timely manner.

Business Development & Strategy

• Contribute to service improvements and business development initiatives.
• Maintain awareness of Signature and outsourced service offerings.
• Support internal/external audits, ISO accreditations, and readiness for bids and tenders.
• Champion workplace policies such as the clear desk policy and best practice standards.

Professional Conduct

• Uphold confidentiality, integrity, and the values of Signature and TLT.
• Demonstrate a positive, professional, and courteous manner at all times.
• Communicate effectively with all stakeholders and act as the central contact for service lines, contractors, clients, and guests.

Skills Required