Guest Services

Mitie; Brighton; On-site; GBP 22,000 - 27,000; Full time

Job summary

A leading facilities management company in Brighton is seeking a Guest Services Host to deliver exceptional service and create a memorable visitor experience. The ideal candidate will possess strong communication skills, have prior experience in hospitality, and be adaptable to various tasks. This role offers the opportunity to be an integral part of a vibrant team and contribute to a high-standard environment.

Benefits

Opportunities for career progression

Comprehensive training programs

Dynamic work environment

Qualifications

• 1 to 2 years' of experience in high-end hotels or corporate workplaces required.
• Immaculate grooming and personal presentation essential.
• Competence with wearable and mobile tech is a must.

Responsibilities

• Deliver a 5* concierge style experience.
• Manage visitor check-in and check-out efficiently.
• Proactively engage with visitors and colleagues.

Skills

Exceptional verbal communication

Interpersonal skills

Attention to detail

Adaptability

Customer service

Tools

Outlook

Word

Teams

Chrome

Visitor management tools

Job description

Job objectives and responsibilities

The ultimate goal of the Guest Services 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, ensuing 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 and working 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 set up working areas as intended and functional, to ensure colleagues and visitors are set up 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
• Event planning, organisation and delivery and to support wider service teams
• Administrative tasks and ad hoc reporting

Service

• Provide “at desk” first fix IT and AV support
• 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
• Lost property management
• 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
• Adhoc support at 80 Fenchurch Street
• To elevate any feedback relating to the service provided by the service team

Security

• Carry out daily audits of the visitor and contractor passes and reporting any not returned
• To remain vigilant at all times

Partnership

• Provide support to the wider service team as and when required
• Support the setup of meeting rooms and event spaces
• 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

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
• Immaculate grooming, personal presentation and sense of style
• Flexible, agile, and adaptable
• 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

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;

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

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.