Guest Services Host in London

Responsibilities

Guest Services deliver a seamless, discreet, and memorable Guest, 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.

• Guest Service Duties
• 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.
• Process Responsibilities
• 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 Responsibilities
• To support the setup of communal, event, collaboration, and meeting room spaces.
• To support keeping collaboration spaces tidy and return furniture as per locally specified arrangements.
• Learn, know and be able to provide visitors and colleagues with information on city maps and directories, restaurants and pubs, shops, in‑house services and daily functions, cultural activities, religious activities, sporting events, entertainment activities, special attractions, doctors, medical centres, transportation options etc.
• Utilise a “hands on” approach whilst ensuring the service delivery is at the highest prescribed standard.
• Create, update, and display signage as required to guide visitors and colleagues efficiently.
• Conduct visitor arrival/departure check‑in and check‑out by managing and issuing access, in a manner aligned with Signature standards.
• To elevate any feedback relating to the service provided by the service team.
• Recognise by sight the identities and roles of all senior management (as advised by the Client from time to time), as well as build a good working relationship with the personal assistants of such senior managers.
• Support the postal deliveries and associated processes, such as managing mail in/out, notifying colleagues of items for collection.
• Conduct regular checks of lobby areas, collaboration spaces and communal areas, ensuring layouts, equipment and furnishings meet the highest standards.
• Provide first‑line support for Audio Visual and IT equipment in meeting rooms, escalating unresolved issues promptly.
• Deliver hands‑on, personalised assistance to visitors and colleagues, including onward travel, concierge bookings, and local information.
• Monitor and elevate feedback regarding service quality, contributing to continuous improvement.
• Collaborate with onsite team in organisation, service delivery and support to meeting rooms and event logistics i. e. administration and organisation of events, guest list collation, event setup.
• Security Responsibilities
• Ensure all temporary passes are only provided to Client employees following confirmation of identity in line with Policies on security.
• Instruct all Employees and visitors to clearly display their identity card and visitor pass whilst on Client's Premises.
• Carry out daily audits of the visitor and contractor passes and reporting any not returned.
• Support the Security team in responding to First Aid or Security incidents, and act as Fire Marshal when required.
• Maintain vigilance for any safety or security irregularities, taking appropriate action or escalating issues promptly.
• Report systems malfunction immediately to ensure swift resolution.
• Welcome and manage contractors on site, ensuring compliance with building protocols and security procedures.
• Partnership Responsibilities
• Provide support to the wider service team as and when required.
• Actively build relationships with other workstreams and partners, to ensure we are operating as One Mitie.
• Provide ad‑hoc cover and support to other work areas and teams.
• Complete any reasonable management request or task.
• Deputise in the absence of your Manager or similar supervisory position.
• Health & Safety Responsibilities
• Follow Group and company policies and procedures at all times.
• Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment.
• Use all work equipment and personal PPE properly and in accordance with training received.
• Report any issues or training needs to your Line manager and/or via your divisional incident reporting system.

Qualifications & Competencies

• 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.
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