Company name: Mitie
Job Title: Guest Services Host
Reporting to : Kelly Davies – Central Estate Guest Service Manager
Hours: 08:30-17:30pm ( 1 hour unpaid lunch)
Delivering the exceptional, every day
- Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
- Our promise to our people: a place to work where you can thrive and be your best every day.
- Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
- Our culture – our core values and how we behave:
o We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.
o We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.
o We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.
o Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.
o Our customers' business, is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.
Job objectives and responsibilities
To ensure that the highest level of Guest Service is delivered consistently to the client and their guests.
Included in this integral dueal role is the delivery of both FM and Guest services in maintaining high standards of service throughout the building; including the acting as an ambassador for both MITIE and Network Rail. This role plays an integral part in the delivery of both Guest Services and Facilities Management Services.
It will be split across three key areas: reception duties, guest services, and facilitie the building.
A core responsibility will be maintaining a high standard of service throughout each building, including general upkeep, ensuring timely communication of notifications, and addressing the daily operational needs of the client. This ensures the site remains well-presented, functional, and aligned with client expectations.
You will be accountable for the FM services delivery across the site as well as being responsible for all FM communication to the Network Rail colleagues. You are a key part of every customer's journey and experience whilst in the building and are an ambassador to exceptional customer service.
Concierge Roles
General
- To represent Signature and Network Rail in a professional and personal manner at all times.
- To ensure appearance is maintained to our grooming standards.
- To attend any training sessions requested by the management team.
- To assist all guests and Network Rail clients with any reasonable requests.
- Liaising with Mitie Cleaners, Security & Management to ensure the site is operating smoothly.
- To report any faults or health and safety concerns to the relevant person or department.
- Facilitate the delivery of all FM related services within the buildings whilst ensuring customer requirements are met and their needs are anticipated at all times, to be proactive in delivery.
- Engage with all MITIE partners so as to ensure a collaborative and efficient approach and a swift response to all service requests. This will require continual communication with your teams and managers/supervisors in addition to keeping the customer up to date at all times.
- Full responsibility for regularly updating Network Rail colleagues, face to face, on progress of tasks being carried out which have been reported by them and seeking their comments and feedback as and when appropriate Proactive ‘visual maintenance' of communal floor areas, including hubs, staircases, coffee points and copy areas, engaging with the relevant members of the FM team as appropriate.
Duties
- The Guest service host Team member will work together to provide a seamless guest journey.
- Provide a warm welcome to all Network Rail visitors and guests whilst maintaining a high security presence.
- Signing in all guests and providing an exceptional service. Also to provide a professional and informative safety brief to all visitors.
- Facilitate the delivery of FM related services within all areas whilst ensuring Customer requirements are met and their needs abticipated at all ties, to be proactive in delivery.
- Engage with Mitie Partners so to ensure a collaboration and efficient apparoch ans a swft responses to all service requests across the building.
- Effective management of administrative tasks such as, but not restricted to; monthly visitor figures, no show reports, and internal auditing and staff passes report.
- To provide training for new 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 Guest Services manager.
- To ensure that all external guests are are be met by their host(s)
- To keep the areas within our remit tidy and professional.
- Manual handling with physical set ups for chairs and tables, within meeting rooms for client and customer needs.
- To undertake and be pro-active to all reasonable requests from the Supervisor, Account Manager or Client.
- To answer the desk telephone promptly and politely.
- To escalate any concerns regarding the service or area to the relevant manager.
- To maintain and practise a high degree of confidentiality and integrity.
- Take full ownership of all aspects of meeting rooms including housekeeping and checked AV equipment.
- Report issues through the Helpdesk as and when they occur, ensuring that all service requests reported are monitored and completed satisfactorily.
- To take a hands on approach with the mailroom activity ensuring all processes and procedures are followed correctly when required.
- To assist with the responsiblity for all compliance documentation assisting to ensure all documentation is regularly updated and maintained. Fire Warden, first aider and Mental health first aiders.
- Adhere to Quality, Safety, Health and Environmental policies and procedures on site and to MITIE's policies and procedures.
- To be flexible in approach to work patterns and systems to maintain the standards required throughout, and any other needs of the business.
Person Specification
- Exceptional customer services experience.
- Strong communication skills (verbal, listening and writing)
- Effectively use computers and software packages such as MS Outlook, Word, Excel and Powerpoint.
- The ability to interact confidently with all levels of business and guests.
- Exceptional customer service focus.
- Pro active with problem solving skills.
- Good relationship and stakeholder management.
- Ability to manage and prioritise workload effectively
- Team player with an enthusiastic and “can do”attitude
- Ability to move furniture.
- To comply with Signature standards for absences/ sickness.
- Good time keeping
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;
Information Security
- Ensure compliance with Mitie's information security procedures in all activities;
- Proactively identify and report security risks to your manager;
- Report actual and suspected security incidents;
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.
At Mitie we know that ‘our diversity makes us stronger'. We're committed to creating a diverse and inclusive environment where our people can thrive and be their best every day. We are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal. We recognise the unique contributions that you can bring and our people and customers thrive when we get this right
