Mitie Cleaning & Hygiene Services
Workplace Host
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Better places, thriving communities.
Workplace Host
Part Time
Monday - Friday 08:00-12:00
T2 - Bickenhill Lane, Birmingham
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.
Excel
At service delivery, we must be the best at everything
Challenge
We always ask ourselves, why do I do it this way? How can I do this better? What else can I do?
Inspire
Have fun and be passionate about what you do
Job Objectives And Responsibilities
The ultimate goal of the Workplace Host is to conduct oneself in a warm, professional and engaging manner and deliver a concierge style service that exceeds expectations and creates a memorable 5* experience for all building users (visitors and colleagues). To be an active and contributing member of the Workplace team, ready to step in and support any area at any time.
- To pre-empt the needs of visitors and building users, and proactively engage with them to greet them, bid them farewell and/or provide support to them
- To be highly visible, always available and the “go to” person for queries
- To be immaculately groomed, approachable, and helpful at all times
- To deliver a 5* hotel concierge style experience at all times
- To protect the customer's property, people, and assets
Main duties
Experience:
- Operate under a “How Can I Help” mindset
- Deliver an experience that is professional, friendly and attentive at all times
- To anticipate the needs of visitors and colleagues
- To proactively look out for building issues, ensuring 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
- Conduct oneself in a professional manner at all times, adhering to established standards of conduct, department procedures and policies
Process:
- Regular checks of meeting rooms, ensuring all kit is functional, and logging work orders as required
- To setup working areas as intended and functional, to ensure colleagues and visitors are setup for success and can be productive whilst on site
- 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
- Manage all operational aspects of the reception, overseeing the booking of events
- Digital processing of mail and visitor passes
- Administrative tasks and ad hoc reporting
Service:
- Provide “at desk” first fix IT and AV support
- Deliver a curated experience for the 12h floor, with an enhanced service that is aligned to the Client's brand
- 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
- Daily ownership of the physical touchpoint journey, ensuring all colleague and client facing areas are set to agreed layout, fabric, and housekeeping standards and proactively logging jobs as required
- Conduct visitor arrival/departure check-in and check-out by managing and issuing access, in a manner aligned with a 5* hotel
- To escalate any feedback relating to the service provided by the service team
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Partnership:
- Provide support to the wider service team as and when required
- Support the setup of meeting rooms and event spaces, including organizing 3rd party ad hoc removal and storage of furniture
- 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
Person Specification
- 1 to 2 years' of comparable experience in high end hotels, members clubs, airlines, corporate workplaces, or tourism and hospitality
- Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence
- SIA certification (training can be provided if required)
- Immaculate grooming, personal presentation and sense of style
- Flexible, agile, and adaptable to meet the needs of the business
- 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: Attention to detail, critical thinking, decisiveness, adaptability, initiative, safety awareness, customer service, prioritisation, personal organisation
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
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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 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;
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.
Our market-leading flexible benefits scheme 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 benefits platform, Choices. This gives you the chance to customise your benefits to best suit your lifestyle. You can choose from dental insurance, dining cards, coffee clubs, buying technology products at an affordable cost and much more!
- 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 is the greater of your equivalent annual salary or a minimum of £10,000 - giving peace of mind for your dependants. We also offer a
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