Corporate Receptionist in Harrogate

Our values and behaviours

An individual's belief in our values and behaviours is as important as their technical and/or professional know how which is why our Job Descriptions are written with these in mind.

Better places, thriving communities.

Company name: Mitie

Job Title: Guest Services

Reporting to: Guest Services Manager

Monday to Friday 0700 - 1600 £13.45ph

Our values and behaviours

An individual's belief in our values and behaviours is as important as their technical and/or professional know how which is why our Job Descriptions are written with these in mind.

Job Objectives And Responsibilities

The ultimate goal of the Concierge is to deliver a seamless, discreet, and memorable Guest Experience and Concierge experience, embodying the highest standards of hospitality within a corporate environment. To conduct oneself in a warm, professional and engaging manner and deliver The Signature brand standard service that exceeds expectations and creates a memorable 5* experience for all building users (visitors and colleagues). To be an active and contributing member of the Guest Services team, ready to step in and support any area at any time and to go above and beyond expectations.

• Deliver an Exceptional Guest Experience: Provide a warm, professional, and personalised concierge-style service, anticipating needs and ensuring every visitor and colleague receives a unique 5* experience.
• Manage lobby and client areas: Own the Client lobby and spaces by monitoring access, managing visitor check-in/check-out, controlling queues efficiently, and maintaining a welcoming, visible presence at all times.
• Arrange taxis, car transfers, restaurant and hotel bookings, theatre reservations, and share expert knowledge of the local area, ensuring guests feel fully supported both on and off site.
• To be highly visible, always available and the “go to” person for queries
• To be immaculately groomed, approachable, and helpful always

Main duties

Experience

• Operate under a “How Can I Help?” mindset, consistently providing proactive, attentive, and personalised service.
• Deliver a professional, friendly, and attentive experience for all visitors and colleagues, anticipating their needs and exceeding expectations.
• To anticipate the needs of visitors and colleagues
• To proactively look out for building issues, ensuring a swift resolution
• Proactively manage queues, striving to make the arrival or departure process as efficient as possible
• Be the face of the facilities team by providing tangible service that is visible and easily accessible
• Greet and acknowledge all visitors and colleagues in the lobby areas as they arrive/depart/pass by, ensuring they receive exceptional service
• Actively host in the lobby, offering visible and approachable presence while managing visitor flow to ensure a smooth arrival and departure.
• Build rapport with frequent visitors, senior stakeholders, and VIP guests, maintaining awareness of personal preferences and protocols.
• Provide informed recommendations on local restaurants, hotels, shopping, and cultural activities, tailoring suggestions to guest preferences.
• Arrange taxis, chauffeur services, or onward travel, ensuring seamless door-to-door journeys.
• Always conduct oneself professionally, with discretion, tact, and attention to detail.

Process

• Manage visitor registration, check-in/check-out, and access control in accordance with security policies, maintaining accurate audit trails and records.
• Support facilities inspections, floor walks, and proactively log and elevate work orders as required.
• Manage and respond to client queries in person, by email, or via online platforms, escalating to the appropriate teams when necessary.
• Maintain shared mailboxes, ensuring timely responses and proper filing of resolved queries.
• Order and manage stocks of visitor passes, stationery, IT peripherals, and other essential supplies.
• Maintain accurate records and provide daily forecasts to leadership on expected visitor numbers and special requirements.
• Ensure all tasks are completed in line with health, safety, and corporate compliance procedures.
• Support onsite facilities inspections, floor walks and service audits
• Proactively log work orders
• Triage colleague queries received in person, email and online, responding in a timely manner or referring them to the right team or self-service channels
• Ensure communication and follow-up on any problems, visitor or colleague requests, and special requirements
• Administrative tasks and ad hoc reporting

Service

• To support the setup of communal, event, collaboration, and meeting room