Guest Services Host

Mitie; Greater London; On-site; GBP 24,000 - 32,000; Full time

Job summary

Mitie is seeking a Guest Services professional to deliver a concierge-style experience in a high-end environment. You will be the face of the lobby, proactively addressing guest needs, managing access, and coordinating with housekeeping, catering and security to maintain premier standards.

You will greet visitors, handle queries across multiple platforms, and support VIP and group arrivals with timely, professional communication.

Qualifications

• 1–2 years of comparable experience in high end hotels, modern workplaces, or tourism and hospitality.
• Exceptional verbal, written, and interpersonal communication skills with core service-excellence focus.
• Immaculate personal presentation and sense of style.
• Flexible, agile, and adaptable to changing needs of guests and events.
• Proficient in administrative tasks, electronic record-keeping, and mailbox management across multiple platforms.

Responsibilities

• Deliver an exceptional guest experience with concierge-style service, anticipating needs, and ensuring every visitor and colleague feels welcomed.
• Be highly visible, available, and the go-to person for queries.
• Manage lobby and client areas, monitor access, check-in/check-out, and maintain a welcoming presence.
• Support event delivery by aligning with Event Experience Lead, Security leadership and Colleague Services Manager.
• Liaise with other departments to ensure spaces meet agreed standards and are ready for events.

Skills

Verbal communication

Personal presentation

Administrative tasks

Issue resolution

Problem solving

Multiplatform queries handling

Attention to detail

Safety awareness

Tools

Outlook

Word

Teams

Chrome

VMS

MRMS

Job description

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.

Job objectives and responsibilities

• Deliver an exceptional guest experience: Provide a warm, professional, and personalised concierge-style service, anticipating needs and ensuring every visitor and colleague receives a unique experience.
• To be highly visible, always available and the “go to” person for queries
• Proactively identify opportunities to enhance the guest experience - always going the extra mile to surprise and delight
• Manage lobby and client areas: Own the Client spaces by monitoring access, managing visitor check-in/check-out, controlling queues efficiently, and maintaining a welcoming, visible presence at all times.
• Be the face of Guest Services by providing tangible service that is visible and easily accessible
• Support Event Experience Lead, Security leadership and Colleague Services Manager to deliver contractual service requirements, ensuring process compliance
• Own touchpoint areas as a whole; liaising with housekeeping, catering, and all relevant departments to ensure that it is set to agreed standards at all times
• To action and respond to all email requests with 24hrs of their receipt
• Greet and acknowledge all visitors and colleagues in lobby and working areas as they arrive/depart/pass by, ensuring they receive exceptional service
• Liaise with VIPs and return visitors and ensure complete satisfaction during their time on site Deliver cloakroom service and lost property management
• Work collaboratively with wider team in preparing for VIP, and group arrivals/departures etc
• Host contractors on site
• Interact with colleagues and visitors, and effectively deal with basic glitches, and inform the Event Experience Lead as escalation route
• 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
• Preempt needs of visitors and colleagues
• Proactively manage queues, striving to make the arrival or departure process as seamless as possible
• 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
• Conduct regular checks of lobby areas, collaboration spaces, and communal areas, ensuring layouts, equipment, and furnishings meet the highest standards.
• Maintain shared mailboxes, ensuring timely responses and proper filing of resolved queries.
• Support furniture setup of event spaces and collaboration spaces, as well as resetting areas to agreed layouts
• Ensure all tasks are completed in line with health, safety, and corporate compliance procedures.
• Ensuring name badges are produced and onsite ahead of event delivery, including managing registration
• Conduct floor walks, and proactively logging work orders with Corporate Services
• Utilise a “hands on” approach whilst ensuring the service delivery is at the required standard
• Collaboration in support of setup, and setback of meeting rooms and event spaces i.e. moving furniture
• Conduct visitor arrival/departure check-in and check-out by managing and issuing access, according to agreed visitor and contractor access processes that is smooth and efficient
• Place stationary orders, support print hub deliverables and conduct audits
• Creating and maintaining spreadsheets, and supply of data for auditing purposes
• Administrative tasks and ad hoc reporting
• Conduct oneself in a professional manner at all times, adhering to established standards of conduct, department procedures and policies To actively build relationships with other workstreams and partners, to ensure we are operating as OneMitie
• Complete any reasonable management request or task

Person Specification

• 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
• Flexible, agile, and adaptable
• Proficient in administrative tasks, electronic record-keeping, and mailbox management, with the ability to process high volumes of queries across multiple platforms.
• Must be able to identify and resolve issues, and to meet and exceed the expectations of our client
• Strong problem-solving skills, demonstrating initiative, accountability, and the ability to handle challenges calmly and effectively
• 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
• Awareness of health, safety, and security protocols within a corporate setting
• 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

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 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 are committed to doing things better and setting new standards in all that we do