Guest Services Hosts in Milton Keynes

Overview

Company name: Mitie

Job Title: Guest Services Host

Reporting to: Kelly Davies - Central Estate Guest Service Manager

Hours: 08:30-17:30 (1 hour unpaid lunch)

Delivering the exceptional, every day

Our Purpose and Values

Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.

Our promise to our people: a place to work where you can thrive and be your best every day.

Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.

Our culture - our core values and how we behave:

• We are one Mitie: we work as one to deliver a seamless, unrivalled service.
• We are built on integrity and trust: integrity and trust are at the heart of all we do.
• We treat others as we would like to be treated.
• We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems.
• Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds.
• Our customers' business is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.

Responsibilities and Duties

• To ensure that the highest level of Guest Service is delivered consistently to the client and their guests.
• This role covers reception duties, guest services, and facilities management in the building.
• Act as an ambassador for MITIE and Network Rail, maintaining high standards of service and presentation.
• Assist guests and Network Rail clients with reasonable requests; liaise with Mitie Cleaners, Security & Management to ensure smooth operation.
• Report faults or health and safety concerns to the relevant person or department.
• Deliver FM related services within the buildings, ensuring customer requirements are met and anticipated.
• Manage communications and updates with Network Rail on task progress.
• Engage with MITIE partners to ensure collaborative and efficient service delivery.
• Update Network Rail colleagues face-to-face on progress and seek feedback as appropriate.
• Carry out guest services duties to provide a seamless guest journey and a warm welcome with a high security presence.
• Sign in all guests and provide professional safety briefings.
• Manage administrative tasks (monthly visitor figures, no-show reports, internal auditing, staff passes).
• Provide training for new and temporary team members.
• Ensure health and safety posters/leaflets are up to date.
• Attend to reasonable requests from Supervisors, Account Managers or Clients.
• Maintain confidentiality and integrity; demonstrate a hands-on approach to meeting room housekeeping and AV equipment checks.
• Report issues through the Helpdesk and ensure service requests are monitored and completed satisfactorily.
• Adhere to Quality, Safety, Health and Environmental policies and MITIE policies.

Person Specification

• Exceptional customer services experience.
• Strong communication skills (verbal, listening and writing).
• Proficient with computers and software packages such as MS Outlook, Word, Excel and PowerPoint.
• Ability to interact confidently with all levels of business and guests.
• Exceptional customer service focus; proactive problem solving.
• Good relationship and stakeholder management; ability to manage and prioritise workload effectively.
• Team player with an enthusiastic, can-do attitude.

Health and Safety responsibilities

• Follow Group and company policies and procedures at all times.
• Report deficiencies in systems of work or equipment that may risk service delivery, health and safety or the environment.
• Use all work equipment and PPE properly and in accordance with training.

Information Security

• Ensure compliance with Mitie information security procedures in all activities.
• Proactively identify and report security risks to your manager.

Note: This job description is intended to give the post holder an appreciation of the role envisaged for this position. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.

At Mitie we know that our diversity makes us stronger. We are committed to creating a diverse and inclusive environment where our people can thrive and be their best every day.