Guest Services Host in London

Job Objectives and Responsibilities

Guest Services deliver a seamless, discreet, and memorable experience, embodying the highest standards of hospitality within a fast‑paced environment, excelling in the Signature brand standard service that exceeds expectations and creates a memorable 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.

Key Responsibilities

• 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 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.
• Be highly visible, always available, and the “go‑to” person for queries.
• Remain approachable and helpful at all times.
• Operate under a “How Can I Help?” mindset, consistently providing proactive, attentive, and personalised service.
• Proactively look out for building issues, ensuring swift resolution.
• Manage queues, striving to make arrival or departure processes as efficient as possible.
• Greet and acknowledge all visitors and colleagues in lobby areas as they arrive and depart.
• 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.
• Triage colleague queries received in person, email and online, responding timely or referring them to the right team or self‑service channels.
• Service
• Support the set‑up of communal, event, collaboration, and meeting room spaces.
• Keep collaboration spaces tidy and return furniture as per local arrangements.
• Provide visitors and colleagues with information on city maps, directories, restaurants, pubs, shops, in‑house services, cultural activities, and transport options.
• Utilise a hands‑on approach whilst ensuring service delivery meets the highest standards.
• Create, update, and display signage to guide visitors and colleagues efficiently.
• Escalate any feedback relating to the service provided by the team.
• Recognise senior management identities and build good working relationships with their personal assistants.
• Support postal deliveries and associated processes.
• Conduct regular checks of lobby areas and collaboration spaces, ensuring layouts, equipment, and furnishings meet the highest standards.
• Provide first‑line support for AV and IT equipment in meeting rooms, escalating unresolved issues promptly.
• Deliver personalised assistance to visitors and colleagues, including onward travel, concierge bookings, and local information.
• Monitor and escalating feedback regarding service quality, contributing to continuous improvement.
• Collaborate with onsite team in organising service delivery and support to meeting rooms and event logistics.
• Security
• Ensure temporary passes are only provided to client employees following confirmation of identity in line with security policies.
• Instruct all employees and visitors to display their identity card and visitor pass while on premises.
• Carry out daily audits of visitor and contractor passes and report any that have not been returned.
• Support the security team in responding to first‑aid or security incidents, acting as Fire Marshal when required.
• Maintain vigilance for any safety or security irregularities, taking appropriate action or escalating issues promptly.
• Report system malfunctions immediately to ensure swift resolution.
• Welcome and manage contractors on site, ensuring compliance with building protocols and security procedures.
• Partnership
• Provide support to the wider service team as and when required.
• Build relationships with other workstreams and partners to operate as one team.
• Provide ad‑hoc cover and support to other work areas and teams.
• Complete any reasonable management request or task.
• Deputise in the absence of manager or a similar supervisory position.

Person Specification

• Proven experience of guest experience, with a strong emphasis on delivering outstanding customer service.
• Strong interpersonal skills, with the ability to engage confidently and professionally with a diverse range of visitors, colleagues, and senior stakeholders.
• Immaculate personal presentation, consistently demonstrating professionalism, tact, and attention to detail.
• Confident and articulate communicator, with effective verbal and written communication skills.
• Proficient in administrative tasks, electronic record‑keeping, and mailbox management, with the ability to process high volumes of queries across multiple platforms.
• Strong problem‑solving skills, demonstrating initiative, accountability, and the ability to handle challenges calmly and effectively.
• Proactive, attentive, and solution‑oriented, consistently anticipating needs and exceeding expectations.
• Highly proficient in Outlook, Word, Teams, and Share Point.
• Competent in using visitor and space management tools, such as Condeco, Eptura, or similar systems.
• Awareness of health, safety, and security protocols within a corporate setting.
• Core Competencies

Accountability, personal organisation, prioritisation, initiative, customer engagement, communication, adaptability, and attention to detail.

Benefits

• Flexible benefits scheme tailored to your lifestyle, including medical, dental, and travel incentives.
• Virtual GP service offering video or phone consultations.
• Financial well‑being assistance through a Salary Finance scheme and a save‑as‑you‑earn plan.
• Mi Deals platform providing high‑street discounts across thousands of retailers, gyms, and more.
• Cycle‑to‑work scheme, life cover, and Mitie Matching Share Plan.
• Recognition through Mitie Stars and seasonal cash prizes.
• Career progression and diverse training opportunities.
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