Workplace Host

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.

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• Informed knowledge of contract innovations and overall contract and business strategy
• Informed knowledge of upcoming projects and relevant changes to their role

• 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…