Welcome Host

The Welcome Host is responsible for delivering a memorable colleague and visitor experience every day through face‑to‑face engagement, proactive communication, and exceptional customer service. They provide friendly, knowledgeable, and courteous first impressions to visitors and are an essential part of the OurWorkplace team.

Duties & responsibilities – primary tasks & objectives

• Visitor Management

• Provide a memorable and exceptional workplace experience to all visitors and colleagues, delivering unexpected moments of inspired customer service.
• Take ownership of the welcome services and support our visitors and colleagues within the workplace.
• Build relationships with key stakeholders and encourage interactions between colleagues and OurWorkplace teams.
• Understand the needs and wants of the business or business units you engage with.
• Support and assist our visitors and colleagues with entry and exit into the workplace while delivering a passionate and inspired service and experience.
• Deliver an effortless service allowing flexibility for each colleague and visitor.
• Provide a frictionless and efficient experience catered to each individual’s situation, whether they require a speedy or a more enhanced service.
• Welcome, register, and assist visitors and colleagues in compliance with security policies while delivering a human‑centric approach aiding in a tailored approach.
• Aid in creation of an environment that establishes our clients as the workplace of choice that others look to emulate.
• Liaise with colleagues to ensure their visitors are received in a timely manner while helping the visitor feel welcome and comfortable.
• Answer general phone enquiries professionally, responding to questions and transferring calls as needed.
• Day‑to‑day and ad‑hoc colleague and visitor assistance and identifying opportunities to anticipate the needs of our visitors and colleagues.
• Help, guide and provide support to all colleagues and visitors by providing directional support on‑site and nearby and respond to ad‑hoc requests as necessary (e.g. order a taxi, assist with a reservation, etc).
• Respond to inquiries from internal and external visitors regarding such information as: locations of buildings, local services and local amenity information.
• Maintain confidentiality at all times.

• Prepare meeting rooms for our visitors and colleagues ensuring each room is clean and well maintained and in good working order.
• Create relationship and liaise with the service partner teams so meeting rooms and designated areas are kept clean, tidy and well maintained at all times.
• Liaise with the appropriate team (IT, communication, audio/video, etc) ensuring that the technology within these rooms operates efficiently and without any problems.
• Competent on all meeting room equipment and offer first‑fix assistance with IT/AV issues.
• Assist with meeting room booking requests, proactively identifying the best space for the required needs and wants and re‑assigning when required.
• Attention to detail when taking bookings, ensuring full details are collected from the host.
• Liaise with the hospitality / catering team for any food and refreshments requested by the host / client.

• Ownership of all interactions and queries, dealing with those that fall within Welcome Host responsibility until completion.
• Support and assist colleagues within the workplace, demonstrating ownership of all interactions and queries.
• Aid in creation of an environment that establishes our client’s workplace as what others look to emulate.
• Proactive approach to office requirements and needs, anticipating future needs when the opportunity presents itself.
• Receive and respond to all requests (verbal, email) or issues within one day of receipt.
• Identify and prioritise urgent requests, communicating with clients and OurWorkplace team ensuring quick, efficient reaction and seamless service.
• Listen and leverage information to understand what our clients and colleagues truly desire, empowered to elevate this feedback to develop our service.
• Enhance the sense of community between our colleagues by living our values and driving our culture.
• Ad‑hoc duties as required.
• Adaptable, open to change and passionate about innovation – a growth mindset.
• Visibly engaged and well known in the workplace; always looking for opportunities to develop relationships and elevate the colleague experience.
• Foster positive experiences that drive colleague engagement and improve the workplace service and experience.
• Willingness and ability to complete tasks, including flexibly managing requests and prioritising the most important ones.
• Aim to bring the voice of our customers and clients into the workplace.
• Always consider our service view from customers eyes.

• Auditing and tracking of ongoing issues and concerns.
• Proactive and reactive assignment to workplace requests and concerns.
• Report creation of reoccurring issues or concerns for resolution.
• Administer workplace policies (clean desk, appropriate use of space, etc.).
• Additional duties as assigned by Workplace Site/Experience Lead.
• Meeting room booking and assistance.

Hours of operation

Role is required for 40 hours per week. Main business hours are 7am – 7pm Monday – Friday. Standard shifts will range between 7am – 7pm. Business coverage requirements may change. Overtime or extra shifts are dependent upon business levels.

Experience

1 – 3 years prior experience in hospitality, tourism, events operations, property management, or related profession. Experience in a corporate environment is preferred, but not essential.

Candidate qualifications

1 – 3 years prior experience in hospitality, tourism, events operations, property management, or related profession. Experience in a corporate environment is preferred, but not essential.

Skills

• A proactive can‑do approach looking for opportunities to work smarter.
• Excellent verbal and written communication skills, ability to communicate professionally at all levels.
• Strong interpersonal skills, engaging and highly collaborative.
• Meticulous with strong organisational and time management skills.
• Customer focused mentality with a passion for hospitality.
• Reliable and professional demeanour.
• Proficiency with Microsoft Office (Excel, Word, PowerPoint, Visio, and Outlook).