Workplace Host

All applicants must be a UK National

To deliver an exceptional customer experience for all internal and external customers visiting the corporate facilities ensuring that all activity delivered is of the highest standard.

Service excellence:

• Responsible for understanding, following and driving company standards (i.e. Standard operating procedures)


• Responsible for challenging when service excellence delivery falls below SLA / SOP / KPI


• Informed knowledge of the contractual KPIs \& SLAs

Engagement, culture \& communication:

• Responsible for acting and behaving in line with One Code


• Responsible for attending / participating in monthly team meetings, briefings \& internal communications


• Informed knowledge of all company engagement and communications initiatives

Client relationships:

• Accountable for positive client perception


• Informed knowledge of key stakeholders on the account


• Informed knowledge of the client values and objectives


• Informed knowledge of contribution towards client retention

Finance \& Commercial Awareness:

• Responsible for completing monthly timesheet or equivalent and following expenses procedures


• Responsible for caring for any company property provided


• Informed knowledge of the impact of behaviour on the finances of the contract


• Informed knowledge of company USP

People \& productivity:

• Responsible for following time off work, grievance, whistle blowing \& disciplinary procedures


• Responsible for owning own development, and ensuring all learning is put into practise


• Responsible for personal performance including delivery of agreed personal objectives


• Informed knowledge of HR procedures and expectations outlined in employee handbook

Business development:

• Informed knowledge of how to raise ideas to grow the contract/expand or enhance service; Informed knowledge of all service offerings;


• Informed knowledge of Link scheme including how to identify business development opportunities


• Informed knowledge of all Signature service offerings and other outsourced service lines on site

QHSE and wellbeing:

• Accountable for reporting any near misses, dangerous occurrences or incidents immediately


• Responsible for working in a safe manner at all times and in line with any SOP's and QHSE folder


• Responsible for challenging any behaviours that fall short of expectations and as outlined in the Mitie QHSE policy


• Informed knowledge of the Mitie Health \& Safety values, detailed in the your well\-being handbook

Strategy: innovation, change \& project management:

• Informed knowledge of contract innovations and overall contract and business strategy


• Informed knowledge of upcoming projects and relevant changes to their role

Main duties

• To focus your attention on the whole guest experience coupling a 5 star service ethic with knowledge of the client business, structure, vision and principles, professionally operating the front desk reception and switchboard, delivering exceptional guest relations and customer services standards.


• To ensure you meet all business needs and that both Mitie's and the Client's reputations are enhanced through your delivery of professional standards and great service.


• Build rapport with varied service streams to gain One Team attitude.


• To build professional relationships with key clients and guests to develop knowledge of personal requirements


• To undertake daily floor walks to include meeting rooms, print areas and breakout areas to tidy them up


• To be flexible in approach and working as a team to deliver the needs of each customer visiting site and using the meeting room and hospitality facilities


• To support the Service Level Agreement by ensuring that all reception activities are carried out effectively


• To ensure you are immaculately dressed in uniform and adhere to strict appearance and grooming standards.


• To portray a friendly, professional and courteous demeanour at all times, using open and appropriate body language


• To communicate professionally as a representative of Mitie with residents of the building and the client, providing a 5\* level of service at all times


• To ensure telephone and email etiquette is professional and adhered to at all times, including the answering of calls and emails using the appropriate greeting and sign off.


• To contribute to great team work at all times both within and outside of the department, always demonstrating the “exceptional and memorable experiences, one guest at a time” ethos


• To be articulate and pre\-empt the needs of clients and visitors.


• To effectively deliver to all guests, Health, Safety, Security and building information as necessary including evacuation procedure upon arrival


• Must be able to work to a flexible rota in order to meet both business and client needs, including late requests for services


• To be responsible for the upkeep and cleanliness of your allocated area including any filing and next shift preparation


• To maintain and actively utilise a portfolio of information to assist with client queries for example, transport, car parking, local amenities, restaurants, hotels etc


• To embrace the vision of our Company and work “outside the box”, assisting colleagues as required to ensure a superior level of service at all times


• To actively complete checklists ensuring quality of service and standards pertaining to the presentation and maintenance of the reception area


• To support Mitie facilities with any ad\-hoc admin tasks, e.g. raising visitor notices, printing and inputting of any safety data etc


• Ensure QHSE Site file is upto date and adhered to at all times


• Arranging the disposal of confidential waste directly with carrier contractor


• To report any electric vehicle unit faults to Real Eastates and Bp pulse


• To manage the booking management of Pool Cars


• Managing all general shredding on site


• To process meeting room requests including conference rooms


• To liaise with Thales meeting organisers to understand requirements in meeting room set ups and liaise with catering and on site Mitie team

Role Description

© Mitie 2016 \|Geographic Extent: Global \|Classification: Mitie confidential when complete

• Liaise with Thales staff when meetings need to be moved around to make room for larger or VIP meetings


• To ensure VIP rooms are clean, tidy and readily prepared for visitors


• To assist in any other reasonable duties as required by your colleagues, managers or clients

Person Specification

• Customer focused with the ability to build positive relationships


• Experience of working in corporate customer service environment


• Excellent communication skills and exceptional attention to detail


• Immaculate personal presentation endorsing the Signature five star image


• Proven experience and understanding of an exceptional Customer Service delivery


• Previous experience with visitor management and booking systems preferable


• Excellent time management and organisational skills


• Pro active, flexible and can\-do attitude


• The ability to handle complaints and difficult situations in a patient, calm and effective manner and escalate where appropriate


• Ability to deal with multiple requests simultaneously


• Computer literate (Word, Excel, PowerPoint, email) and excellent administration skills


• Team player


• Be innovative, identifying improvements and smarter ways of working

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