Job Description

Overall Role

Personal Profile

Duties & responsibilities

The Welcome Host is responsible for delivering a memorable visitor and colleague experience through face to face engagement, proactive communication and exceptional customer service.


The hosts will provide friendly, knowledgeable and courteous first impressions to guests. This role is our first engagement opportunity with our clients and visitors, we want each welcome to have memorable impact, whether it be a daily interaction or a one off event.


The Welcome hosts own service delivery and operations in their areas of responsibility, proactively anticipating the needs of clients and visitors.


Our Welcome host team ensures a seamless consistent level of service is provided at every user touchpoint. We want to create moments that matter.


I am an upbeat individual with integrity and a can-do attitude. I am passionate about delivering an exceptional level of service and take responsibility for my contribution to the team. I have an incredible ability to spark an immediate rapport with visitors and colleagues alike. I like to build relationships quickly and efficiently and always look for innovative ways to enhance client experiences, whilst showing I am flexible and adaptable. I enjoy completing tasks and responsibilities and working to deadlines to deliver for the people around me.


I take pride in my people skills and exceptional service.

Customer Service & Communications

Provide a memorable and exceptional welcome experience to all visitors and colleagues, delivering unexpected moments of inspired customer service. Ownership of all interactions and queries, dealing with those that fall within Welcome Host responsibility and liaising until completion for any that fall under partner service lines. Visibly engaged and well known in the workplace; always looking for opportunities to develop relationships and elevate the colleague experience. Receive and respond to all requests (verbal, email) or issues within one day of receipt. Identify and prioritise urgent requests, communicating with clients and OurWorkplace team ensuring a quick, efficient reaction and seamless service Listen and leverage information to understand what our clients and colleagues truly desire, be empowered to escalate this feedback to develop our service. Aim to bring the voice of our customers and clients into the workplace Always consider our service view from customers eyes Adhoc duties as required.

Visitor Management

Support and assist our visitors and colleagues with entry and exit into the workplace while delivering a passionate and inspired service and experience Welcome, register, and assist visitors and colleagues in compliance with client security policies while delivering a human-centric approach aiding in a tailored approach. Liaise with colleagues to ensure their visitors are received in a timely manner while helping the visitor feel welcome and comfortable Answer general phone inquiries professionally, responding to questions and transferring calls as needed. Day-to-day and adhoc colleague and visitor assistance, identifying opportunities to anticipate the needs of our visitors and colleagues. (i.e order a taxi, assist with a reservation, etc) Maintain confidentiality at all times

Conference and Meeting Room Booking Management

Prepare meeting rooms for our visitors and colleagues ensuring each room is clean and well maintained and in good working order Assist with meeting room booking requests, proactively identifying the best space for the required needs and wants and reassigning when required. Supporting the Experience Lead with meeting room optimisation, managing future bookings to identify anything which could negatively affect our service delivery. Attention to detail when taking bookings, ensuring full details are collected from the host. Create relationship and liaise with the service partner teams so meeting rooms and designated areas are kept clean, tidy and well maintained at all times. Liaise with the audio visual team (for all necessary IT, communication, audio, video, projection support) ensuring that the technology within these rooms operates efficiently and without any problems. Competent on all meeting room equipment and offer first fix assistance with IT/AV issues. Liaise with the hospitality / catering team for any food and refreshments requested by the host / client.

Administrative Duties

Actioning email and workplace requests within agreed response times. Meeting room booking management Auditing meeting room cleanliness and maintenance Maintain safety and hygiene procedures of the welcome area Administer workplace policies (clean desk, appropriate use of space, etc.) Additional duties as assigned by Experience Services Lead. Support the Colleague Host team when required.

Candidate Qualifications

Hours of Operation

Role is required for 40 hours per week Main business hours are 8am-6pm Monday through Friday Standard shifts will range between 7am-7pm Desk coverage requirements may change Overtime or extra shifts are dependent upon business levels

Experience

1 - 3 years prior experience in hospitality, tourism, events operations property management, or related profession required. Experience in a corporate environment is preferred, but not essential.

Skills

Confident, friendly & engaging Proactive and approachable Infectious personality and positive mindset Engaging and professional appearance Customer focused mentality with a passion for hospitality Excellent verbal and written communication skills, ability to communicate professionally at all levels Meticulous with strong organizational and time management skills Strong interpersonal skills and highly collaborative * Proficiency with Microsoft Office (Excel, Word, PowerPoint, Visio, and Outlook)