Job objectives and responsibilities
Guest Services deliver a seamless, discreet, and memorable Guest, embodying the highest standards of hospitality within a fast paced environment, excelling in 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 to go above and beyond expectations.
- Deliver an exceptional guest experience: Provide a warm, professional, and personalised concierge-style service, anticipating needs and ensuring every visitor and colleague receives a unique experience.
- Manage lobby and client areas: Own the Client lobby and spaces by monitoring access, managing visitor check-in/check-out, controlling queues efficiently, and maintaining a welcoming, visible presence at all times.
- To be highly visible, always available and the “go to” person for queries
- Remain approachable, and helpful at all times
Main duties
Experience:
- Operate under a “How Can I Help?” mindset, consistently providing proactive, attentive, and personalised service.
- Deliver a professional, friendly, and attentive experience for all visitors and colleagues, anticipating their needs and exceeding expectations.
- 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
- Greet and acknowledge all visitors and colleagues in the lobby areas as they arrive/depart/pass by, ensuring they receive exceptional service
- Be the face of the facilities team by providing tangible service that is visible and easily accessible
- Actively host in the lobby, offering visible and approachable presence while managing visitor flow to ensure a smooth arrival and departure.
- Build rapport with frequent visitors, senior stakeholders, and VIP guests, maintaining awareness of personal preferences and protocols.
- Provide informed recommendations on local restaurants, hotels, shopping, and cultural activities, tailoring suggestions to guest preferences.
- Arrange taxis, chauffeur services, or onward travel, ensuring seamless door-to-door journeys.
- Always conduct oneself professionally, with discretion, tact, and attention to detail.
Process:
- Manage visitor registration, check-in/check-out, and access control in accordance with security policies, maintaining accurate audit trails and records.
- Support facilities inspections, floor walks, and proactively log and escalate work orders as required.
- Manage and respond to client queries in person, by email, or via online platforms, escalating to the appropriate teams when necessary.
- Maintain shared mailboxes, ensuring timely responses and proper filing of resolved queries.
- Order and manage stocks of visitor passes, stationery, IT peripherals, and other essential supplies.
- Maintain accurate records and provide daily forecasts to leadership on expected visitor numbers and special requirements.
- Ensure all tasks are completed in line with health, safety, and corporate compliance procedures.
- 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
Service:
- 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 highest prescribed standard
- Create, update, and display signage as required to guide visitors and colleagues efficiently.
- Conduct visitor arrival/departure check-in and check-out by managing and issuing access, in a manner aligned with Signature standards
- 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 postal deliveries and associated processes, such as managing mail in/out, notifying colleagues of items for collection.
- Conduct regular checks of lobby areas, collaboration spaces, and communal areas, ensuring layouts, equipment, and furnishings meet the highest standards.
- Provide first-line support for Audio Visual and IT equipment in meeting rooms, escalating unresolved issues promptly.
- Deliver hands-on, personalised assistance to visitors and colleagues, including onward travel, concierge bookings, and local information.
- Monitor and escalate feedback regarding service quality, contributing to continuous improvement.
- Collaborate with onsite team in organisation, service delivery and support to meeting rooms and event logistics i.e. administration and organisation of events, guest list collation, event setup
Security:
- Ensure all temporary passes are only provided to Client employees following confirmation of identity in line with Policies on security
- Instruct all Employees and visitors to clearly display their identity card and visitor pass whilst on Client's Premises
- Carry out daily audits of the visitor and contractor passes and reporting any not returned
- 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
- Proven experience of Guest experience, with a strong emphasis on delivering outstanding customer service.
- Strong interpersonal skills, with the ability to engage confidently and professionally with a diverse range of visitors, colleagues, and senior stakeholders.
- Immaculate personal presentation, consistently demonstrating professionalism, tact, and attention to detail.
- Confident and articulate communicator, with effective verbal and written communication skills.
- Proficient in administrative tasks, electronic record-keeping, and mailbox management, with the ability to process high volumes of queries across multiple platforms.
- Strong problem-solving skills, demonstrating initiative, accountability, and the ability to handle challenges calmly and effectively.
- Proactive, attentive, and solution-oriented, consistently anticipating needs and exceeding expectations.
- Highly proficient in Outlook, Word, Teams, and SharePoint.
- Competent in using visitor and space management tools, such as Condeco, Eptura, or similar systems.
- Awareness of health, safety, and security protocols within a corporate setting.
Core competencies: accountability, personal organisation, prioritisation, initiative, customer engagement, communication, adaptability, and 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 -
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 think safety and always follow rules for safe working
Helpful -
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 -
We help others to be the best they can be
How we behave…
- We support and encourage each other to develop.
- 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 -
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.
