Workplace Experience Host

Mitie; Greater London; In loco; GBP 24.000 - 29.000; Tempo pieno

Descrizione del lavoro

Mitie Group is seeking a proactive receptionist to deliver exceptional front-of-house service at our London office. You will welcome National Grid guests and employees, manage visitor processes, and support meeting room setup, AV, and catering.

The role includes handling mail, coordinating with hosts, and maintaining a welcoming reception area. The position requires a calm, proactive team player with strong communication skills and experience in a reception environment.

Competenze

• Previous experience in a reception or front-of-house role.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office applications (Word, Excel, Outlook).
• Positive, flexible team player with a proactive attitude.
• Ability to remain calm under pressure and consistently deliver high-level customer service.

Mansioni

• Provide a warm welcome to visitors and employees, standing when guests approach the desk.
• Apply security protocols, issue visitor badges, and ensure building access policies are followed.
• Manage meeting room reservations and AV/catering needs.
• Oversee mail, deliveries, and shared inbox; respond/escalate queries.
• Support office administration, health & safety, and general housekeeping to maintain a welcoming environment.
• Coordinate with hosts and reception teams to ensure seamless visitor experiences.

Conoscenze

Reception experience

Customer service

Microsoft Office

Professionalism

Communication skills

Strumenti

Microsoft Office

Descrizione del lavoro

Job Objectives & Responsibilities

• Deliver exceptional customer service to all National Grid guests and employees.
• Represent Mitie in a professional, proficient, and personable manner at all times.
• Provide a proactive and engaging reception and front-of-house service across all meeting, and guest spaces.
• Ensure prompt reporting and communication regarding any faults, feedback or Health & Safety issues.

Main Duties

Key Responsibilities

Visitor Management & Guest Experience

• Operate under a “How Can I Help” mindset.
• Provide a warm welcome to National Grid visitors, employees and contractors. Ensuring to stand when guests are approaching the desk.
• Apply security protocols, issue visitor badges, and ensure building access policies are followed.
• Maintain a clean, professional, and welcoming reception area.
• Proactively engage with guests and clients, to ensure a positive experience.
• Notify hosts of guest arrivals via Teams Chat and direct communication (phone/email).
• Keep reception areas and guest spaces clean and presentable.
• Keep reception areas and guest spaces clean and presentable.
• Answer all calls promptly and professionally using the agreed greeting.

Meeting Rooms & Event Support

• Manage meeting room reservations and set-ups, including AV and catering.
• Oversee visitor office spaces (executive rooms, internal meeting rooms and hot desks).
• Coordinate meeting rooms set-ups: manage different room set-ups available.

Office Management & Supplies

• Ability to guide end-users for FM requests, logging, categorising, and directing issues appropriately.
• Conduct checks and report maintenance issues promptly.
• Conduct floor walks, ensuring all spaces are presentable and maintained to the required standard, ensuring they are always in a welcoming and ready condition for guests and colleagues.
• Order and manage inventory for stationery.
• Keep communal spaces tidy, well-stocked, and presentable.

Mail & Communication

• Manage incoming and outgoing post and deliveries.
• Oversee the shared inbox and respond/escalate queries as appropriate.
• Coordinate with building reception and service providers for seamless visitor experiences.
• Liaise with other offices to ensure consistent and aligned operations.

Community & Culture Support

• Assist with local bookings (taxis, restaurants, dry cleaning, etc.) and ad hoc staff requests.
• Help organise small office events or engagement activities to support a positive workplace culture.

VIP & Executive Support

• Respond promptly to requests from the Senior Executives Office and their VIP visitors.
• Ensure VIP profiling is up to date, flagging any changes to the line manager.
• Support executive needs with catering, transport, and occasional light admin (e.g., document printing, room booking).

Health & Safety

• Ensure risk are flagged and logged with Helpdesk if appropriate.
• Serve as a trained fire warden (training provided).
• Support compliance with office wellbeing, safety, and hygiene standards.
• Ensure daily checks and safety walks are carried out in the office daily and documentations are kept visible and updated.

Compliance & Admin Duties

• Ensure thorough shift handovers and adhere to rota punctuality.
• Provide general administrative support including mail services, purchase orders, and site administration tasks.
• Support workplace information systems, FM helpdesk requests, and new starter/site orientation activities.
• Liaise with the building management team to log and get any updates on issues happening in the office and overall building areas.
• Manage locker allocation for new employees.
• Attend team meetings when required and ensure adherence to tasks allocated and new processes agreed.
• Ensure House Rules, Grooming Standards and SOPs are followed at all times.
• Ensure familiarisation with Mitie policies and procedures accessing them via the Mitie Portal

Security Awareness

• Stay alert and report suspicious behaviour on security incidents to your line manager.
• Ensure security protocols are followed accordingly.
• Liaise with building security and site managers as needed.
• Report any suspicious behaviours and incident to your line manager.

Person Specification

Essential

• Previous experience in a reception or front-of-house role.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office applications (Word, Excel, Outlook).
• Positive, flexible team player with a proactive attitude.
• Ability to remain calm under pressure and consistently deliver high-level customer service.
• Fire Warden and First Aid training (or willingness to obtain).

Desirable

• Experience acting as a facilities or helpdesk services contact.
• Experience of working in environments delivering excellent levels of customer care.
• Familiarity with Visitor Management Systems (e.g. Gallagher, Equiem One, Matrix).

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.

Information Security

• Ensure compliance with Mitie and National Grid's information security procedures in all activities.
• Proactively identify and report security risks to your manager.
• Report actual and suspected security incidents.

Location & Hours

• Site-based, 5 days a week at the office.
• 40 hours per week, 8 hours per day, shifts from 7:00am to 7pm – on occasion a flexible finishing time based on client needs.
• Cover the wider team in our Euston Road office when required.
• Occasional evening support required for events, with time off in lieu offered.
• Occasional weekends may be required, with advanced notice received and overtime paid.