Better places, thriving communities.
Company name: Mitie - Signature
Job Title: Guest Services Receptionist
Reporting to: Guest Services Manager
Hours: 24 hours a week, Monday, Tuesday and Wednesday 07.45 – 16.45 (Covering annual leave and sickness when required)
£13.45p/h
Our values and behaviours
Our vision and values are built on the simple premise of ‘The exceptional, every day'- our overarching commitment to both our customers and our colleagues. Our values set out how we all should behave at Mitie, what we should expect from our colleagues and what our customers can expect from us:
The exceptional, every day.
Job objectives and responsibilities
Company Profile
Mitie was founded in 1987, Mitie is the UK's leading facilities management and professional services company including Signature Front of House, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools and government offices including Network Rail.
Mitie has over 49,000 people, 100+ office locations, and thousands of customers across the country, there's no limit to what you can achieve if you work for us.
Standards
As a Corporate Receptionist, you will serve as the first point of contact for our organisation, providing exceptional customer service to clients, visitors, and employees. Your role is crucial in creating a positive and professional impression of our company. In addition to delivering outstanding customer service, you will maintain high levels of security awareness and adhere to uniform standards to ensure a safe and consistent environment.
Main Duties
Profile
As a member of the Guest Services team, our clients, guests and team expect an individual whose appearance and demeanour reflect the high standards of Signature. Attitude should be one of confidence and professionalism, whilst recognising that guest satisfaction through team member services and performance is what is required to create an authentic experience.
Reception Desk Management:
- Greet visitors with a warm and friendly demeanour, promptly attending to their needs.
- Answer and direct incoming calls in a courteous and efficient manner.
- Manage the reception area, ensuring cleanliness and organisation at all times.
- Provide a site safety brief to everyone signing into the building.
- Proactively assisting with any client events.
- Complete online Fire Warden Training and supporting with site duties during a building evacuation.
- Weekly stock checks and ordering of required stationary to maintain supplies for front of house.
- Provide training for new team members and temporary team members.
- Ensuring all Network Rail Signature health and safety posters and leaflets are up to date and relevant.
- Maintain up to date health and safety folders, with direction from the front of house manager.
- To report any faults or health and safety concerns to the relevant person or department.
- Collaborate with other receptionists, WPM team, Security Team, FM Team, and administrative staff to ensure smooth operations across the organization.
Security Awareness:
- Monitor and control access to the premises, following established security protocols.
- Verify visitor credentials and issue visitor badges as necessary.
- Remain vigilant for any suspicious activity and report concerns to appropriate personnel.
Customer Service Excellence:
- Provide personalised assistance to clients, guests, and employees, anticipating and addressing their needs proactively.
- Offer accurate information about the company, its services, and facilities.
- Handle inquiries and resolve issues promptly and effectively, maintaining a high level of professionalism at all times.
Administrative Support:
- Assist with administrative tasks such as sorting mail, managing courier deliveries, and booking meeting rooms
- Responding to the Reception Inbox making sure all emails are replied to in a timely manner.
- Receiving daily parcel deliveries and ensuring the recipient is made aware.
- Effective management of administrative tasks such as, but not restricted to; monthly visitor figures, internal auditing and staff passes report.
- Keeping the front of house QHSE folder and documentation up to date.
- Maintain electronic and physical filing systems to ensure efficient record-keeping.
- Support other departments with various administrative duties as needed.
Uniform Standards:
- Adhere to company uniform guidelines, maintaining a neat and professional appearance at all times.
- Ensure uniform cleanliness and proper grooming standards are upheld to reflect the company's image positively.
- Serve as an ambassador for the organization, embodying its values and standards through your attire and demeanour.
Front of House Coordinator duties (if applicable)
- Support Workplace Management with Fire Alarm testing (where applicable)
- Regularly complete kitchen checks ensure adequate milk supplies are available. Make sure areas are clean and tidy and the dishwasher is empty after use.
- Complete meeting room checks ensuring all stationary is stocked up, white boards are clear and flipchart paper is stocked up.
- Check each meeting rooms after each booking to make sure its in a suitable condition for the next meeting.
- Check printers are working, and paper and ink levels are not running low. Top up where applicable.
- Complete weekly checks of all fire extinguishers, checking the location and date.
- Complete weekly checks of First Aid boxes, checking the date and content is correct.
- Complete floor walks are report any maintenance & cleaning issues.
- Ensure that stationary stock levels are kept at an adequate level, reorder when required.
- Make sure that all confidential bins and report when they need to be emptied.
- Complete building inductions with all new members of staff ahead of their pass being issued.
- Complete weekly checks of all fire doors making sure they are clear of obstructions.
Company Policy & Training
- All team members must read and sign the site SOP & Uniform standard.
- Absence Management process should be followed at all times.
- All mandatory training should be completed by all employees.
Person Specification
Experience
- 2 years' previous customer service experience within a reception, switchboard or room booking environment, Qualified First aider or willing to undertake a course. This would all be beneficial, but experience is not required as all training will be issued.
Skills and Knowledge
- Strong communication skills (both written and verbal).
- Be experienced with computers and software packages such as MS Outlook, Word, Excel and PowerPoint.
- The ability to interact confidently with all levels of the business and guests.
- Excellent organisational and multitasking abilities, with a keen attention to detail.
- Ability to maintain composure and professionalism in fast-paced or challenging situations.
Education or Certification
- 2 years reception/administration experience (beneficial not required).
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;
