At a Glance
- Tasks: Deliver exceptional customer experiences and maintain high service standards at our corporate facilities.
- Company: Join a dynamic team at a leading corporate services provider.
- Benefits: Enjoy competitive pay, flexible hours, and opportunities for personal growth.
- Other info: Work in a vibrant environment with a focus on teamwork and innovation.
- Why this job: Be the face of our company and create memorable experiences for every visitor.
- Qualifications: Customer service experience and excellent communication skills are a must.
The predicted salary is between 30000 - 40000 £ per year.
To deliver an exceptional customer experience for all internal and external customers visiting the corporate facilities ensuring that all activity delivered is of the highest standard.
Service Excellence
- Responsible for understanding, following and driving company standards (i.e. Standard operating procedures).
- Responsible for challenging when service excellence delivery falls below SLA / SOP / KPI.
- Informed knowledge of the contractual KPIs & SLAs.
Engagement, Culture & Communication
- Responsible for acting and behaving in line with One Code.
- Responsible for attending / participating in monthly team meetings, briefings & internal communications.
- Informed knowledge of all company engagement and communications initiatives.
Client Relationships
- Accountable for positive client perception.
- Informed knowledge of key stakeholders on the account.
- Informed knowledge of the client values and objectives.
- Informed knowledge of contribution towards client retention.
Finance & Commercial Awareness
- Responsible for completing monthly timesheet or equivalent and following expenses procedures.
- Responsible for caring for any company property provided.
- Informed knowledge of the impact of behaviour on the finances of the contract.
- Informed knowledge of company USP.
People & Productivity
- Responsible for following time off work, grievance, whistle blowing & disciplinary procedures.
- Responsible for owning own development, and ensuring all learning is put into practise.
- Responsible for personal performance including delivery of agreed personal objectives.
- Informed knowledge of HR procedures and expectations outlined in employee handbook.
Business Development
- Informed knowledge of how to raise ideas to grow the contract/expand or enhance service.
- Informed knowledge of all service offerings.
- Informed knowledge of Link scheme including how to identify business development opportunities.
- Informed knowledge of all Signature service offerings and other outsourced service lines on site.
QHSE and Wellbeing
- Accountable for reporting any near misses, dangerous occurrences or incidents immediately.
- Responsible for working in a safe manner at all times and in line with any SOP's and QHSE folder.
- Responsible for challenging any behaviours that fall short of expectations and as outlined in the Mitie QHSE policy.
- Informed knowledge of the Mitie Health & Safety values, detailed in the your well-being handbook.
Strategy: Innovation, Change & Project Management
- Informed knowledge of contract innovations and overall contract and business strategy.
- Informed knowledge of upcoming projects and relevant changes to their role.
Main Duties
- To focus your attention on the whole guest experience coupling a 5 star service ethic with knowledge of the client business, structure, vision and principles, professionally operating the front desk reception and switchboard, delivering exceptional guest relations and customer services standards.
- To ensure you meet all business needs and that both Mitie's and the Client's reputations are enhanced through your delivery of professional standards and great service.
- Build rapport with varied service streams to gain One Team attitude.
- To build professional relationships with key clients and guests to develop knowledge of personal requirements.
- To undertake daily floor walks to include meeting rooms, print areas and breakout areas to tidy them up.
- To be flexible in approach and working as a team to deliver the needs of each customer visiting site and using the meeting room and hospitality facilities.
- To support the Service Level Agreement by ensuring that all reception activities are carried out effectively.
- To ensure you are immaculately dressed in uniform and adhere to strict appearance and grooming standards.
- To portray a friendly, professional and courteous demeanour at all times, using open and appropriate body language.
- To communicate professionally as a representative of Mitie with residents of the building and the client, providing a 5* level of service at all times.
- To ensure telephone and email etiquette is professional and adhered to at all times, including the answering of calls and emails using the appropriate greeting and sign off.
- To contribute to great team work at all times both within and outside of the department, always demonstrating the “exceptional and memorable experiences, one guest at a time” ethos.
- To be articulate and pre‑empt the needs of clients and visitors.
- To effectively deliver to all guests Health, Safety, Security and building information as necessary including evacuation procedure upon arrival.
- Must be able to work to a flexible rota in order to meet both business and client needs, including late requests for services.
- To be responsible for the upkeep and cleanliness of your allocated area including any filing and next shift preparation.
- To maintain and actively utilise a portfolio of information to assist with client queries for example, transport, car parking, local amenities, restaurants, hotels etc.
- To embrace the vision of our Company and work “outside the box”, assisting colleagues as required to ensure a superior level of service at all times.
- To actively complete checklists ensuring quality of service and standards pertaining to the presentation and maintenance of the reception area.
- To support Mitie facilities with any ad‑hoc admin tasks, e.g. raising visitor notices, printing and inputting of any safety data etc.
- Ensure QHSE Site file is up to date and adhered to at all times.
- Arranging the disposal of confidential waste directly with carrier contractor.
- To report any electric vehicle unit faults to Real Estates and Bp pulse.
- To manage the booking management of Pool Cars.
- Managing all general shredding on site.
- To process meeting room requests including conference rooms.
- To liaise with Thales meeting organisers to understand requirements in meeting room set ups and liaise with catering and on site Mitie team.
- Liaise with Thales staff when meetings need to be moved around to make room for larger or VIP meetings.
- To ensure VIP rooms are clean, tidy and readily prepared for visitors.
- To assist in any other reasonable duties as required by your colleagues, managers or clients.
Person Specification
- Customer focused with the ability to build positive relationships.
- Experience of working in corporate customer service environment.
- Excellent communication skills and exceptional attention to detail.
- Immaculate personal presentation endorsing the Signature five star image.
- Proven experience and understanding of an exceptional Customer Service delivery.
- Previous experience with visitor management and booking systems preferable.
- Excellent time management and organisational skills.
- Pro active, flexible and can‑do attitude.
- The ability to handle complaints and difficult situations in a patient, calm and effective manner and elevate where appropriate.
- Ability to deal with multiple requests simultaneously.
- Computer literate (Word, Excel, PowerPoint, email) and excellent administration skills.
- Team player.
- Be innovative, identifying improvements and smarter ways of working.
Workplace Host in Glasgow employer: Mitie Group plc.
At Mitie, we pride ourselves on fostering a vibrant work culture that prioritises exceptional customer service and employee development. As a Workplace Host, you will enjoy a supportive environment that encourages personal growth, teamwork, and innovation, all while delivering a five-star experience to our clients in a dynamic corporate setting. With a commitment to excellence and a focus on well-being, Mitie offers unique opportunities for career advancement and the chance to make a meaningful impact every day.
StudySmarter Expert Advice🤫
We think this is how you could land Workplace Host in Glasgow
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see how they engage with clients and employees. This will help you tailor your responses and show that you're a great fit for their team.
✨Tip Number 2
Practice your customer service scenarios! Think about how you'd handle different situations, like a difficult client or a last-minute request. Being prepared will help you shine during the interview and demonstrate your problem-solving skills.
✨Tip Number 3
Network like a pro! Reach out to current or former employees on LinkedIn to get insider tips about the role and the company. They might share valuable insights that can give you an edge in your interview.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your appreciation and keeping you top of mind. Plus, it’s a great chance to reiterate your enthusiasm for the role.
We think you need these skills to ace Workplace Host in Glasgow
Some tips for your application 🫡
Show Off Your Customer Service Skills:When you're writing your application, make sure to highlight your experience in delivering top-notch customer service. We want to see how you've gone above and beyond to create exceptional experiences for clients or guests in the past.
Be Professional Yet Approachable:Your written application should reflect the friendly and professional demeanour we value at StudySmarter. Use a warm tone while maintaining professionalism, as this sets the stage for the kind of rapport you’ll build with our clients and guests.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your responses to the specific role of Workplace Host. Mention how your skills align with our company values and the job description, showing us that you understand what we’re all about.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates regarding your application status!
How to prepare for a job interview at Mitie Group plc.
✨Know Your Company Inside Out
Before the interview, make sure you research the company thoroughly. Understand their values, mission, and the specific services they offer. This will help you align your answers with what they stand for and show that you're genuinely interested in being part of their team.
✨Showcase Your Customer Service Skills
As a Workplace Host, exceptional customer service is key. Prepare examples from your past experiences where you've gone above and beyond for customers. Highlight your ability to handle complaints calmly and effectively, as this will demonstrate your suitability for the role.
✨Dress to Impress
First impressions matter! Make sure you’re immaculately dressed in professional attire that reflects the five-star image of the company. Pay attention to grooming and personal presentation, as this will set the tone for how you are perceived during the interview.
✨Practice Active Listening
During the interview, practice active listening. This means not just hearing the questions but understanding them fully before responding. It shows respect and engagement, which are crucial traits for a Workplace Host. Don’t hesitate to ask for clarification if needed!
