Working hours: 23 hours per week. Shift times are 08:00-17:30 (2 full days) and 08:00-13:00 (1 half day), Mon-Fri.
Role purpose
The Front of House (FOH)Building Host is responsible for providing outstanding customer service to occupiers and visitors; ensuring a positive customer experience is delivered to create a personal and memorable impression.
You will be responsible for managing and monitoring the daily operation of the front desk, ensuring that all services are provided consistently and efficiently, and in accordance with the client and service partner vision and guidelines. Customer satisfaction is key and you will form excellent relationships with occupiers and stakeholders, keeping them updated while meeting their requirements and requests.
You will demonstrate a proactive and people-first approach, possessing a knowledge of all working practices and activities within the building, enabling the ability to provide support and act as a key point of contact for all. This includes day-to-day operational support for the FM Service Delivery Manager, by reporting any building issues and taking pro-active action to resolve where possible. A natural passion for events and working with the community, you will also plan and deliver activities within the building to drive occupier engagement and enjoyment at work.
Key responsibilities
▪ Managing and monitoring the daily operation of the front desk, to ensure that customer service is delivered consistently, efficiently, and effectively to all occupiers and visitors.
▪ Providing a warm Ethos welcome to all occupiers, visitors and stakeholders to the building, creating a personal and memorable impression.
▪ Building and maintaining excellent relationships with occupiers, service partner and client teams; encouraging and managing two-way communications to improve standards and service.
▪ Promptly addressing any operational issues, occupier feedback, issues or requests and proactively implementing corrective measures, or escalating, as required.
▪ Taking responsibility for continuously learning about the building, it’s operation and occupiers to enable the ability to provide support and act as a key point of contact for all, including the FM Service Delivery Manager.
▪ Identify and report building issues (e.g., blocked toilets, parking issues, broken equipment) through the relevant processes and systems.
▪ Maintain regular communication with and support contractors/engineers as required, and as the day-to-day key point of contact within the building/at the site.
▪ Ensuring the front desk is always presented in a highly professional manner.
▪ Immersing yourself in the local community, understanding what’s taking place and potential community partnership opportunities that may be beneficial to the building, it’s event programme and occupiers.
▪ Keeping occupiers and stakeholders up to date with all the building news, through the creation and issue of newsletters, emails and updates via the digital app (where applicable).
▪ Supporting the set up and implementation of new training and technology ensuring you have the necessary knowledge and tools to provide exceptional customer service to occupiers and visitors.
▪ Becoming a ‘super user’ of new technology, embracing new platforms and systems as well as spotting and rectifying any issues.
▪ Supporting to deliver (new) service standards and vision, resulting in positive customer satisfaction scores.
▪ Updating on activities and initiatives that have been introduced to drive occupier satisfaction, as well as any other relevant information or data as required by management.
▪ Support the Experience Lead in the planning, coordination, and delivery of events, workplace activations, and engagement initiatives, ensuring smooth execution and a positive employee and visitor experience
▪ Undertaking training for personal and customer service development as well as taking on board any constructive feedback to improve performance.
▪ Sharing best practice with colleagues across sites to improve the employee and customer experience and to realise any economies of scale.
▪ Ensuring that you comply with the client’s policies, procedures, and guidelines.
▪ Supporting to maintain a safe and healthy working environment for yourself and the team, ensuring compliance with health and safety regulations.
Decision Making and Key Contact Relationships
▪ Proactively and promptly escalating occupier/stakeholder feedback for positive resolution.
▪ In line with processes and systems, logging of reactive jobs against identified contractors/suppliers.
▪ In the absence of physical FM presence on all days, use the support of contractors/suppliers to aid resolution as needed.
▪ Ensuring that personal training/development is in line with Ethos Farm values and those of the client to deliver best in class Guest Experience always.
▪ Encouraging two-way communications with occupiers, visitors, client, and service partner teams.
▪ Day-to-day support for the FM Service Delivery Manager.
Knowledge , Experience and Skills
Requirements:
▪ Excellent customer service skills with the ability to remain calm and professional under pressure.
▪ Strong communication and interpersonal skills with the ability to build relationships and communicate effectively with all stakeholders.
▪ Enthusiasm for learning about the building, it’s operation and occupiers to enable the ability to provide support and act as a key point of contact for all, including the FM Service Delivery Manager (who isn’t on-site every day)
▪ Computer literacy with the ability to use standard office software (including Powerpoint, Canva, Excell, Word) as well as reporting systems and platforms.
▪ Good written English to keep occupiers and stakeholders up to date with all the building news, through the creation and issue of newsletters, emails and updates via the digital app (where applicable).
▪ A team player with a best-in-class approach to guest experience/service and an enthusiasm to work collectively to improve standards, processes and drive efficiencies.
▪ Flexibility with the opportunity to provide cover and gain experience at other locations.
▪ An interest in facilities management (FM) – the role includes day-to-day support for the FM Service Delivery Manager with additional training and career progression opportunities
Skills & Experience:
▪ Previous experience in administration, customer service and hospitality is essential within a busy environment
▪ Evidence of using your own initiative, taking ownership and acting proactively to address urgent issues.
▪ Experience in delivering events with an interest in working with local community groups would be advantageous.
▪ Experience of working on own initiative, capable of building solid and beneficial relationships both internally and externally.
About Ethos Farm
We put people at the heart of every great experience. Working with our clients globally, we help them to deliver extraordinary customer service that creates brand loyalty and differentiation. We do this through our consultancy and training services, and by providing highly skilled and passionate guest experience professionals to represent their brands at destinations in the UK and USA.
We take pride in the fact that we’re always making a difference and adding value. This means that we go above and beyond to provide our customers, clients, and our colleagues with an exceptional experience.
It is a key responsibility of all members of the Ethos Farm team to not only meet, but exceed the expectations of others, by providing that extra ‘special something’ that truly sets us apart.
Our values are:
▪ We work together We deliver the best for our clients, customers and each other
▪ We deliver extraordinary service We inspire and leave a brilliant impact
▪ We see opportunity We find solutions to exceed expectations
▪ We are inclusive and kind We value the contributions and part we all play
▪ We have fun We raise smiles and love what we do.
Pay: £15.10 per hour
Work Location: In person
