Receptionist (Workplace Host)

Mitie; Belfast; On-site; GBP 10,000 - 40,000; Full time

Job summary

A leading facilities management provider in Belfast is looking for a Workplace Experience Host. The role involves delivering exceptional customer service, ensuring workplace functionality, and managing event coordination. Ideal candidates will excel in communication and have a proactive approach to service delivery. This is a full-time position, Monday to Friday, from 8 am to 6 pm.

Qualifications

• Exceptional customer service skills.
• Ability to handle guest complaints with professionalism.
• Proactive and approachable demeanor.

Responsibilities

• Provide outstanding customer journey and service delivery.
• Conduct daily inspections for workplace functionality and safety.
• Manage meeting room bookings and support event coordination.
• Train employees in using booking systems.
• Collaborate with team members and stakeholders.

Job description

Job Overview

Overview

To deliver an exceptional customer experience by providing a welcoming, efficient, and professional workplace environment. The Workplace Experience Host acts as a central point of contact for clients, guests, contractors, and service providers, ensuring seamless service delivery and operational excellence.

Monday - Friday

Full time - 40 hours a week

Working between hours of 8am-6pm

Min Duties

Responsibilities are grouped into the following areas:

• Customer Experience & Service Delivery
  • Provide clients and guests with an outstanding customer journey, ensuring all interactions are professional, courteous, and helpful.
  • Respond to customer requests promptly and effectively, keeping them informed throughout.
  • Acquire and maintain in-depth knowledge of all on-site services to offer tailored advice and support.
  • Handle guest complaints with professionalism, escalating when necessary to ensure swift resolution.
  • Demonstrate a proactive, friendly, and approachable demeanor at all times.
• Workplace Operations & Facilities
  • Conduct daily inspections of the workplace to ensure functionality, cleanliness, and safety.
  • Identify and report faults, maintenance issues, and health & safety concerns.
  • Perform regular checks of stationery hubs, tea points, and meeting rooms to ensure tidiness and replenishment of supplies.
  • Set up and maintain meeting, conferencing, and event spaces to defined standards, including AV equipment and hospitality provisions.
  • Support emergency evacuation procedures and Personal Emergency Evacuation Plans (PEEPs) for guests with additional needs.
• Meeting Room & Event Coordination
  • Manage meeting room bookings via the NFS system, ensuring accuracy and timely communication with customers.
  • Allocate rooms effectively and maintain the booking diary, including visitor entries.
  • Coordinate and support internal and external events, including senior management meetings and group-wide functions.
  • Assist with hospitality suite setup, waitressing, serving drinks, and managing registration desks.
  • Provide operational support for events, including IT setup and catering coordination.
• Systems & Administrative Support
  • Train and support employees in using the NFS booking system (or alternative platforms).
  • Ensure visitors are registered accurately using the building's visitor management software.
  • Provide IT assistance and attend regular training sessions to stay updated on services.
  • Maintain professional telephone and email etiquette, using appropriate greetings and sign-offs.
• Team Collaboration & Communication
  • Attend weekly service line meetings to foster a “one team” ethos and share relevant updates.
  • Liaise with the Workplace Experience Manager to oversee contractor activity and minimise disruption.
  • Support the mailroom team with internal/external post and courier deliveries when required.
  • Build strong relationships with stakeholders to understand and meet individual requirements.
• Compliance & Continuous Improvement
  • Raise and track accident and incident reports through to closure.
  • Actively seek customer feedback and ensure remedial actions are completed.
  • Support the implementation of group policies (e.g., clear desk policy) and uphold best practice standards.
  • Assist with internal and external audits as needed.
  • Periodically review and update standard operating procedures.
  • Recommend improvements and initiatives to enhance service delivery and contract evolution.
• Flexibility & Additional Duties
  • Provide cover for colleagues during breaks, absences, or when requested.
  • Support office moves and relocations involving fewer than 10 people.
  • Work flexibly to accommodate out-of-hours requests and extended operational needs.
  • Uphold Signature's vision and values in all actions and behaviours.
  • Maintain confidentiality and integrity in all aspects of the role.
  • Perform any other reasonable duties as required by management or clients.