Reception & Facilities Supervisor

Mitie; Belfast; On-site; GBP 30,000 - 40,000; Full time

Job summary

A facilities management company in Belfast is seeking a Client Experience Manager to oversee daily operations and lead the Hosts team. Responsibilities include managing client interactions, ensuring compliance with safety standards, and coordinating meetings and events. The ideal candidate will have strong communication skills and experience in team management. This full-time role offers a dynamic work environment with a focus on delivering exceptional service.

Qualifications

• Experience in overseeing client interactions professionally.
• Ability to manage and develop a high-performing team.
• Strong knowledge of health and safety regulations.

Responsibilities

• Lead the Hosts team to deliver exceptional guest experiences.
• Manage meeting room services and event coordination.
• Conduct daily operational checks and service improvements.

Skills

Communication skills

Client relationship management

Team leadership

Problem-solving

Health and safety compliance

Tools

CAFM

NFS

Microsoft Excel

Job description

Job Overview: Responsible for the smooth running of various day to day activities, including workplace hosts roles; dealing professionally with external and internal clients, both face to face and via the telephone and ensuring the team deliver an exceptional guest experience successfully.

Monday - Friday

Full time - 40 hours a week

Working hours between 8am -6pm

Main Duties

Client & Guest Experience

• Lead the Hosts team to deliver seamless, high-quality guest experiences aligned with service expectations.
• Lead the proactive identification, reporting, and investigation of near misses, incidents, and hazards.
• Oversee daily operational activities to uphold a secure, accessible, and regulation-compliant workplace, ensuring alignment with health, safety, and legal standards.
• Lead by example in operational delivery, ensuring team adherence to SLAs and company protocols.
• Facilitate ongoing training to embed best practices and continuous improvement.
• Act as the primary point of contact for day-to-day client interactions, ensuring prompt resolution of queries and clear communication.
• Build professional relationships with key stakeholders to understand and meet individual requirements.
• Ensure all guests receive a warm welcome and consistently excellent service.

Meeting Rooms & Events

• Manage end-to-end delivery of meeting room and event services, including AV audits, hospitality, and bookings.
• Coordinate large-scale meetings and events (e.g. senior management or group-wide events), including setup and support.
• Liaise with Hosts to ensure meeting rooms are prepared and events run smoothly, occasionally supporting early morning or evening events.
• Assist with hospitality duties such as waitressing, serving drinks, and managing registration desks.
• Maintain and update the NFS room booking system, ensuring accurate entries and diary updates.
• Ensure all meeting room requests are fulfilled in line with SLAs and clients are kept informed.
• Oversee timely and accurate delivery and collection of hospitality orders.

Operations & Service Delivery

• Utilize CAFM, NFS, and other platforms to manage service requests, bookings, and reporting.
• Monitor SLAs and performance metrics to identify trends and drive service improvements.
• Conduct daily floor walks, meeting room checks, and consumables audits, ensuring issues are actioned and tracked.
• Resolve operational issues and escalation where necessary.
• Maintain high standards to consistently exceed customer expectations.
• Coordinate all workplace tasks, ensuring clear communication and adherence to requirements.

Team Leadership & Development

• Lead and develop a high-performing team, setting SMART objectives and supporting growth through PDPs, PIPs, and training plans.
• Manage recruitment, onboarding, and training of new starters.
• Arrange weekly team rosters and cover, monitor attendance, and validate timesheets.
• Conduct regular 1-to-1s and team meetings, promoting a positive and collaborative team spirit.
• Ensure team compliance with site rules, appearance standards, and uniform policies.
• Address people-related matters proactively, aligned with company values and the One Code.

Health, Safety & Compliance

• Deliver monthly Toolbox Talks and ensure training records are up to date.
• Ensure team members are fully compliant with QHSE Site File and SOPs.
• Report and escape maintenance, IT, or health and safety concerns promptly.
• Support implementation of evacuation procedures and health & safety briefings for guests.

Technology & Administration

• Provide IT assistance and ensure AV equipment is set up for meetings.
• Use Excel, Word, and other tools for data entry and communication.
• Ensure visitors are logged into the building database accurately.
• Submit weekly/monthly MI reports in a timely manner.

Business Development & Strategy

• Contribute to service improvements and business development initiatives.
• Maintain awareness of Signature and outsourced service offerings.
• Support internal/external audits, ISO accreditations, and readiness for bids and tenders.
• Champion workplace policies such as the clear desk policy and best practice standards.

Professional Conduct

• Uphold confidentiality, integrity, and the values of Signature and TLT.
• Demonstrate a positive, professional, and courteous manner at all times.
• Communicate effectively with all stakeholders and act as the central contact for service lines, contractors, clients, and guests.