Workplace Experience Host-Mobile
Company name: Mitie
Job Title: Workplace Experience Host-Mobile
Reporting to:
Our values and behaviours
An individual's belief in our values and behaviours is as important as their technical and/or professional know how which is why our Job Descriptions are written with these in mind.
Job objectives and responsibilities
At Signature, we don't just manage workplaces, we create exceptional first impressions and memorable experiences. As a Workplace Experience Host, you are a dynamic and agile ambassador of the Signature brand, delivering outstanding front-of-house experiences across multiple client locations. With professionalism, warmth and a passion for service excellence, you ensure every visitor, colleague and client receives a seamless and personalised experience.
You will adapt quickly to different environments, confidently embracing site-specific processes and ways of working. Providing cover across a variety of Guest Services roles, you will bring flexibility, resilience and consistency, ensuring service standards remain exceptional and our clients receive the very best experience, wherever you are supporting.
No two days are the same and that's exactly what makes this role exciting
You adapt.
You step in.
You deliver, every time.
Role Purpose
- The Workplace Experience Host plays a vital role in maintaining service continuity and operational excellence across the Signature portfolio.
- You will provide high-quality support across reception, workplace services, workplace coordination and event operations, ensuring clients receive a consistent and professional experience regardless of location.
- From covering planned absences to supporting high-demand sites, you are a trusted and reliable ambassador of the Signature brand.
Main duties
Delivering Exceptional Experiences Anywhere
- Act as a confident, professional and welcoming first point of contact, delivering 5* hospitality and creating exceptional first impressions across multiple client sites.
- Operate with a proactive "How Can I Help?" mindset.
- Delivering an experience that is attentive and personalised at all times.
- Anticipating the needs of visitors and colleagues and proactively providing support.
- Building strong relationships with clients, stakeholders, visitors and colleagues.
- Handling visitor enquiries, registrations and access requests.
- Supporting VIP arrivals, executive visits and high-profile meetings.
- Proactively managing queues and visitor flow to ensure a seamless arrival and departure experience.
- Establishing rapport with regular visitors and maintaining awareness of individual preferences where appropriate.
- Acting as a visible and accessible ambassador for the Workplace Experience and Facilities teams.
- Managing incoming deliveries and correspondence where required.
Wherever you go you raise the standard.
Driving Service Excellence
- Delivering services in line with SOPs, SLAs and KPIs across all sites.
- Maintaining consistent service standards regardless of location.
- Proactively identify and resolve service issues, taking ownership to ensure a seamless and exceptional customer experience.
- Always conducting yourself in a professional manner and adhering to company policies, procedures and workplace standards.
- Ensuring clear communication and follow-up on visitor, colleague and client requests.
- Escalating service concerns, feedback and operational issues appropriately.
- Demonstrate a hands-on, solution-focused approach to service delivery, proactively supporting continuous improvement and operational excellence.
- Proactively identifying building issues and supporting swift resolution through the appropriate channels.
- Remaining aware of workplace activity, including planned maintenance, workplace events and operational updates.
You bring reliability in fast-moving environments.
Workplace Operations
- Providing front-of-house and workplace support services.
- Managing workplace systems, visitor management platforms and access processes.
- Supporting executive and VIP visits, ensuring a professional and high-quality experience.
- Maintaining visitor pass registers and audit trails, ensuring records remain accurate and compliant.
- Supporting meeting room setups, events and workplace activities.
- Conducting regular meeting room inspections, ensuring spaces and equipment remain fully functional.
- Providing first-line support for Audio Visual and meeting room technology queries.
- Supporting switchboard operations, telephone enquiries and helpdesk requests.
- Providing hospitality support, including catering coordination and meeting preparation in line with client requirements.
- Conducting floor walks, workplace inspections and service audits, identifying issues and escalating appropriately.
- Proactively logging work orders and tracking service requests to completion.
- Triaging colleague queries received in person, online and by email, ensuring timely resolution or escalation.
- Managing shared mailboxes and ensuring all customer enquiries are responded to within agreed service levels.
- Supporting the setup and maintenance of communal, meeting, collaboration and event spaces.
- Creating, updating and displaying workplace signage as required.
- Maintaining collaboration spaces and ensuring workplace areas remain tidy, presentable and operational.
- Liaising with on-site teams, contractors and service providers to ensure seamless service delivery.
- Supporting mailroom services, deliveries, collections and workplace administration tasks.
- Ordering workplace supplies, stationery and peripheral equipment where required.
- Providing visitor forecasting information and administrative reporting to site leadership teams.
You step in and keep things running smoothly.
Security, Safety & Compliance
- Managing contractor and visitor access in line with client security protocols.
- Ensuring all visitors and contractors are positively identified before access is granted.
- Ensuring employees, visitors and contractors display the appropriate identification whilst on site.
- Carrying out daily audits of visitor and contractor passes and escalating discrepancies.
- Supporting emergency evacuation procedures and business continuity arrangements.
- Supporting Security teams in responding to First Aid, Fire and Security incidents when required.
- Acting as a Fire Marshal where trained and designated.
- Maintaining vigilance for safety and security concerns and escalating issues promptly.
- Reporting equipment, system or security malfunctions immediately to ensure swift resolution.
- Welcoming and managing contractors on site, ensuring compliance with workplace and security procedures.
- Working in accordance with all Health & Safety, security and manual handling requirements.
You help create safe, secure and welcoming workplaces.
Flexibility & Adaptability
- Working across multiple client sites and workplace environments.
- Supporting a variety of workplace functions including reception, concierge, meeting and events support, facilities coordination, switchboard operations, mailroom services, administration and workplace services.
- Adapting quickly to new systems, processes and client requirements.
- Remaining calm, positive and solution-focused in changing environments.
- Being flexible with working hours and operational requirements.
- Providing support to the wider Workplace Experience and Facilities teams as required.
- Building strong relationships with colleagues, clients, service partners and wider workstreams to support a One Mitie approach.
- Providing ad hoc cover and support across multiple locations and service lines.
- Completing reasonable management requests and additional responsibilities as required.
- Deputising for managers or supervisory colleagues where appropriate.
- Sharing knowledge and best practice to support service consistency across the portfolio.
You thrive in variety not routine.
Travel Requirements
- You will be required to travel regularly between sites, sometimes at short notice.
- Travel across the South region is essential, including occasional support as far as Portsmouth.
- Due to the nature of the role, there may be occasions where overnight stays are required. This will typically be when supporting sites that involve longer travel distances or early start times. All accommodation and associated travel arrangements will be organised and funded by Signature.
- Confidence and comfort using public transport is essential for success in this role.
(Please note: a standard 1-hour commute time is not included in paid travel time.)
Person Specification
This role is perfect for someone who is adaptable, energetic and thrives on variety.
You may come from 1–2 years' experience within high-end hospitality, luxury hotels, members' clubs, aviation, corporate workplaces, events or another customer-focused environment where exceptional service is at the heart of what you do.
What You'll Bring
- Excellent verbal, written and interpersonal communication skills.
- A passion for delivering service excellence and creating memorable experiences.
- Be confident, approachable and professional.
- Stay organised and calm in changing situations.
- Enjoy working in a fast-paced, varied role.
- Experience using visitor and workspace management systems such as Condeco, ProxyClick or similar.
- The ability to identify issues, take initiative and implement solutions effectively.
- Professional presentation, attention to detail and a positive attitude.
- Accountability, adaptability and a strong sense of ownership.
- Confidence using workplace technology including tablets, radios and headsets.
Essential Requirements
- Willingness to travel regularly between sites.
- Flexibility with start and finish times.
- Able to adapt quickly to changing priorities and last-minute requests.
- Ability to work across different locations on a day-to-day basis.
- Strong communication and organisational skills.
- Computer literacy (Outlook, Teams, Word etc.).
What You'll Receive
- Full-time contract (40 hours per week).
- 25 days annual leave + 8 bank holidays.
- Where you are required to travel beyond your home city, Mitie Signature will:
- Cover all additional travel costs.
- Pay for additional travel time beyond a 1-hour standard commute time there and back.
- Exposure to a variety of high-profile corporate clients and workplace environments across London.
- Opportunities to develop skills across Reception, Workplace Experience, Workplace Coordination, Events and Facilities Support.
- Ongoing learning, development and career progression within Mitie Signature.
- A supportive team culture built around our values of Trustworthy, Helpful, Spirited and Pioneering
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;
SIA Licence & Clearances
- This role requires a valid SIA licence (or willingness to obtain one).
- You will be expected to operate within a front-of-house security environment, balancing service with safety.
Successful candidates must be willing to complete and maintain any required site-specific clearances, which may include:
- Background and security screening
- Client-specific compliance checks
- Additional training where required
You represent Mitie with pride, wherever you are.
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.
