Workplace Experience Host

• To be highly visible, always available and the “go to” person for queries
• To deliver a 5* hotel concierge style experience at all times
• Proactively identify opportunities to enhance the workplace experience - always going the extra mile to surprise and delight
• Be the face of Workplace Experience team by providing tangible service that is visible and easily accessible
• Support Event Experience Lead, Guest Services and Security leadership team to deliver contractual service requirements, ensuring process compliance
• Own touchpoint areas as a whole; liaising with housekeeping, catering, porterage, and all relevant departments to ensure that it is set to agreed standards at all times
• SIA certification (training can be provided if required)
• To action and respond to all email requests with 48hrs of their receipt.
• Point of contact for Event hosts, supporting coordination with Hospitality and scheduling porterage, and third party event setup/setback
• Creating and maintaining spreadsheets, and supply of data for auditing purposes

• Greet and acknowledge all visitors and colleagues in lobby and working areas as they arrive/depart/pass by, ensuring they receive exceptional service
• Deliver cloakroom service and lost property management
• Work collaboratively with wider team in handling of groups and VIPs etc.
• Host contractors on site
• Knowledgeable 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
• Liaise with VIPs and return visitors and ensure complete satisfaction during their time on site
• Interact with colleagues and visitors, and effectively deal with basic glitches, and inform the Event Experience Lead
• Proactively manage queues, striving to make the arrival or departure process as efficient as possible
• Preempt needs of visitors and colleagues
• 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, visitors or colleague requests, and special requirements
• Support furniture setup of event spaces and collaboration spaces, as well as resetting areas to agreed layouts
• Ensuring name badges are produced and onsite ahead of event delivery, including managing registration
• Conduct floor walks and service audits, and proactively logging work orders
• Utilise a “hands on” approach whilst ensuring the service delivery is at the required standard
• Cover support the provision of Guest Services and MRMS
• Place stationary orders, print hub deliverables are maintained, audits conducted and colleague locker management
• Administrative tasks and ad hoc reporting
• Respond to First Aid incidents
• To actively build relationships with other workstreams and partners, to ensure we are operating as OneMitie
• Complete any reasonable management request or task
• Conduct oneself in a professional manner at all times, adhering to established standards of conduct, department procedures and policies

• 1 to 2 years' of comparable experience in high end hotels, modern workplaces, or tourism and hospitality
• Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence
• Immaculate personal presentation and sense of style
• Must be able to identify and resolve issues, and to meet and exceed the expectations of our client
• Flexible, agile, adaptable and ability to go that extra mile
• 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 operating VMS and MRMS platforms
• 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

Mitie