Overview

Front of House Executive Job at Mitie – in London

Job Description

Company Description

Mitie was founded in 1987, Mitie is the UK’s leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools and government offices. Mitie has over 49,000 people, 100+ office locations, and thousands of customers across the country, there’s no limit to what you can achieve if you work for us.

Values:
Delivering the exceptional, every day

  • Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
  • Our promise to our people: a place to work where you can thrive and be your best every day.
  • Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
  • Our culture – our core values and how we behave:

1. We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.

2. We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.

3. We go the extra mile: whether it’s keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.

4. Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.

5. Our customers’ business, is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.

Behaviours:

  • Knowledge of relevant procedures
  • Level of customer Service
  • Team Player
  • Health and safety awareness and knowledge
  • Communication

At Mitie we know that ‘our diversity makes us stronger’. We’re committed to creating a diverse and inclusive environment where our people can thrive and be their best every day. We are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal. We recognise the unique contributions that you can bring and our people and customers thrive when we get this right.

Job Description

To provide a welcoming and efficient front of house reception service to all employees, guests and other visitors to the building. To build and enhance working relationships with management and colleagues.

Main Duties

KNOWLEDGE, SKILLS & EXPERIENCE REQUIRED

Operational knowledge of the provision of services to colleagues and detailed knowledge of the receptionist’s role and responsibilities.

Knowledge of the departments and divisions operating within the building including their structure and function to gain an understanding of the business as a whole.

Understanding executive assistant and board member requirements.

KEY ACTIVITIES & ACCOUNTABILITIES

To greet all visitors promptly, completing all related security procedures and offering all appropriate services to ensure guests experience a pleasant visit.

Room Management including bookings and cancellations.

Receiving guests, announcing them and offering cloakroom facilities and beverages / refreshments if they are to be kept waiting. Communicating if their host is to be delayed.

Escorting guests to appropriate meeting rooms when requested.

Opening & Securing the Building

Turn on PC equipment and assess what meetings are taking place during the day.

Logging all expected visitors into the system and issuing temporary and visitor passes.

Thoroughly check all security passes & access cards, ensuring tenants and guests gain prompt entry to correct areas without compromising security policies.

Issuing access contractor passes to guests and colleagues as required.

Meeting & Function Support

The first member of the reception team on site should briefly check all meeting rooms are clean & tidy in preparation for the day.

Undertake and supervise meeting room set-up for all on-site meetings and functions. This includes room layout, audio-visual & IT set-up assistance (i.e. network connectivity) and co-ordination of the arrival of catering supplies.

Escorting delegates to the correct location and co-ordinating all other required support resources (catering, third party AV deliveries)

Housekeeping

Conduct floor-walks and regular checks of the office environment, incorporating inspections of all office equipment and vending machines (if applicable) to ensure they are fully operational, reporting faults or taking action to address any issues.

Ensure all equipment is always maintained so that disruption of use by the colleague is kept to a minimum.

Checking all workspace areas for cleanliness, tidiness and operational suitability, reporting or taking action to address any issues.

Raise Service Now work requests for facilities requests and any other items of work needed including for IT .

Communication & Information Transferral

Completion of task sheets for relevant work and document ongoing tasks for hand over to colleagues. This ensures all daily tasks are recorded and available to view at any time by management and colleagues.

Partake in a daily information exchange meeting with colleagues to share local knowledge (including VIP meetings & functions, ongoing issues and changes to policies or procedures).

Communication & Working Relationships

Ensure your manager is kept up to date with all team events and developments at all times.

Escalate issues when necessary and receiving guidance on future actions from senior staff.

Receiving feedback on performance and striving to improve knowledge and performance at all times.

Exchanging of information on tasks and shift times for other colleagues.

Obtaining authorisation for vacations and other absences.

Exchange information with the facilities management when necessary, relating to faults and general maintenance.

Updating colleagues and management on changes or additions to security protocols.

Responding to queries, concerns or needs of tenants or others in the building (technical support, storage requests etc).

Query resolution and complaint handling – diffusing potentially difficult Education of services/policies and procedures (e.g. talking tenants through forms and guidelines).

Logging of any facilities issues.

Call logging/quick response request.

Call status checks (updates on orders, locating mail items).

Time Management & Planning

Prioritising daily workload to ensure all requirements are addressed in a timely manner.

Ensuring essential tasks are carried out at specific times during the day.

Recognising the priority order of tasks and delaying less important matters to quieter times during the day when necessary.

Re-evaluate tasks and alter plans as necessary.

Presentation

To be smart and presentable at all times.

To maintain uniforms to an excellent standard.

To ensure the reception area is well presented and lit at all times.

To ensure all reception equipment is in good working condition.

MAIL AND COURIER BOOKINGS

Book all couriers accurately using the correct centres and passenger information.

Sort and record all mail and packages using the site guidance provided.

EVENTS AND CORPORATE HOSPITALITY

Support the FOH Event and Excellence Manager on any corporate events.

Provide a consistent level corporate hospitality for all internal and external meetings as they occur.

Main Duties

To work as part of a team to deliver a first-class service within the facility.

To support the Service Level Agreement by ensuring that all Site Support activities are carried out effectively.

To ensure all customer requests are dealt with efficiently and effectively.

Provide labour support to ad-hoc out of hours events.

Internal/external post and courier deliveries/collections.

Support Emergency Evacuation procedures.

To support the review of procedures and processes.

Support with personal emergency evacuation plans (PEEPS) for less abled guests.

Qualifications

Person Specification

To work as part of a team to deliver a first-class service within the facility.

An understanding of Audio Visual and IT systems and the ability to explain this accurately to customers.

Computer literate (Word, Excel, Outlook E-mail).

A clear understanding of Health & Safety practices.

Customer focused with the ability to build positive relationships.

Enthusiastic and conscientious approach to all Site Support related tasks.

Clear, strong and confident communication skills.

12 months experience required in a similar role

40 hours per week Monday to Friday, flexibility required

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Additional Information

It’s the little things that count –

On top of the usual rewards you’d expect to see from a large company, such as – holidays, pension, tax-free childcare schemes and cycle to work schemes, we also provide many extra benefits to enhance our people’s well-being and enjoyment at work.

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.

For all internal applicants, please note Terms and Conditions are non-transferable

About Company

Company: Mitie –

Company Location:  London

Job Category:

About Mitie -