Mitie Cleaning & Hygiene Services
Corporate Receptionist
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The ultimate goal of the Corporate Receptionist is to own the Reception Area and manage the access/egress of all visitors and contractors in accordance with the Client's defined processes. To conduct oneself in a warm, professional and engaging manner and deliver 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 go above and beyond expectations.
To ensure all visitors are appraised of emergency evacuation procedures and made aware of where to enter and leave the Client's premises by way of the designated access points
- To positively identify all visitors and contractors before granting access and checking them in
- To be highly visible, always available and the “go to” person for queries
- To be immaculately groomed, approachable, and helpful always
- To always deliver the Signature brand standard experience
- To handle special requests including preferences for colleague's and visitor's time on site, as well as show intuition and empathy in all kinds of situations
Experience
- Operate under a “How Can I Help” mindset
- Deliver an experience that is professional, friendly and attentive always
- 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
- Be the face of the facilities team by providing tangible service that is visible and easily accessible
- Greet and acknowledge all visitors and colleagues in the lobby areas as they arrive/depart/pass by, ensuring they receive exceptional service
- Always conduct oneself in a professional manner, adhering to established standards of conduct, department procedures and policies
Process
- 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
- Manage stocks of visitor passes and other specialist stationery
- Maintain a register of passes issued to and returned by visitors, ensuring that a full audit trail is maintained
- Be aware and up to date with “what's on” in the building (workplace experience events, and planned maintenance)
- Ordering peripheral items such as IT kit, uniform, stationary
- Ensure all colleague queries to the shared mailbox are responded to and actioned on the same day
- Maintain the shared mailbox, ensuring that resolved emails are deleted or filed on the same day
- Provide a daily forecast to the FM and leadership team as to how many visitors are expected
- Register all visitors before the next working day
- Act in accordance with health and safety, and manual handling procedures
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Service
- Provide first line response to Audio Visual queries from colleagues arising from IT/AV equipment installed in meeting rooms
- Regular checks of meeting rooms, ensuring all kit is functional, and logging work orders as required
- 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 required standard
- Establish rapport with frequent visitors; keep the team and relevant departments well-informed about visitor preferences
- Creating, updating, and displaying signage as required
- Conduct visitor arrival/departure check-in and check-out by managing and issuing access, in a manner aligned with a 5* service
- 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 mailroom and associated processes, such as managing mail in/out, notifying colleagues of items for collection. Dependant on location.
Security
- Ensure all temporary passes are only provided to Client employees following confirmation of identity in line with prescribed client policies
- Instruct all Employees and visitors to clearly display their identity card and visitor pass whilst on Client's Premises
- 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
- 1 to 2 years' of comparable experience in corporate workplaces, customer service, or tourism and hospitality
- Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence
- Immaculate grooming, personal presentation and sense of style
- Comfortable with wearable and mobile tech (radios, headsets, tablets)
- Must be able to identify and resolve issues, and to meet and exceed the expectations of our client
- Must be highly proficient in Outlook, Word, Teams, and Chrome
- Competent using visitor and space management tools, such as Condeco, ProxyClick, etc
- Essential to be able to process large volume of queries across multiple platforms
- Core skills required: Accountability and responsibility, personal organisation, prioritisation, initiative, engaging with the customer, communication, adaptability, attention to detail
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Our market-leading offering provides you with benefits that suit your lifestyle.
- We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home.
- We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
- We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme.
- Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
- We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at.
Since 1987, Mitie’s 80,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.
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