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
• 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 are open and honest.
• 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 lead by example.
• 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