The ultimate goal of the Workplace Host is to support the leadership team in delivering contractual service requirements, exceeding expectations and creating a memorable workplace experience for everyone who works in or visits the building. The role requires a warm, professional and engaging approach, with a focus on delivering Signature brand standards, supporting day-to-day service delivery and contributing positively to the Guest Services team. The Workplace Host should be ready to step in where needed, take ownership of tasks and go above and beyond to support visitors, colleagues and clients. 

• Provide high-quality support across a range of Guest Services and Workplace Experience responsibilities, including reception, concierge, workplace coordination, meeting and event support, administration and operational support. 

• Maintain service continuity by confidently supporting agreed locations, adapting to local site processes and helping the team respond to operational priorities. 

• Work confidently and independently when required, including occasions where they may be the only Guest Services team member on site, taking ownership of service delivery and escalating appropriately when support is needed. 

• Adapt flexibly to client and site requirements, maintaining a positive, helpful and professional approach while supporting service priorities. 

• Deliver a consistently warm, professional and engaging experience for visitors, colleagues and clients, ensuring every interaction reflects Mitie and our Client's service standards. 

• Take ownership of varied day-to-day tasks, from supporting front-of-house activity and workplace operations to resolving service issues, escalating concerns and following through on customer requests. 

• Act as a reliable and proactive ambassador for the Guest Services team, contributing to a seamless, consistent and memorable workplace experience. 

Main duties 

Experience: 

• Act as a confident, professional and welcoming first point of contact, delivering a high-quality hospitality experience and creating exceptional first impressions. 

• Operate with a proactive “How can I help?” mindset, anticipating the needs of visitors, colleagues and clients and offering attentive, personalised support. 

• Build strong relationships with clients, stakeholders, visitors, colleagues and service partners to support a seamless workplace experience. 

• Manage visitor enquiries, registrations, access requests, deliveries and correspondence professionally and efficiently, adapting to local site processes. 

• Host, escort and support a variety of visitors, colleagues, contractors and VIPs, ensuring each journey through the workplace feels welcoming, professional and well managed. 

• Support VIP arrivals, executive visits and high-profile meetings, ensuring arrivals, departures and visitor flow are well managed and consistently polished. 

• Act as a visible and accessible ambassador for Guest Services, Workplace Experience and Facilities, representing Mitie and client standards with pride. 

Process: 

• Deliver services in line with client and site-specific SOPs, SLAs, KPIs, company policies and workplace standards, maintaining consistency of service. 

• Follow the client's systems, processes and local site requirements accurately and confidently, adapting where needed across agreed locations. 

• Take ownership of visitor, colleague and client requests, ensuring clear communication, timely follow-up and appropriate escalation where required. 

• Proactively identify, resolve and escalate service issues, building faults, feedback and operational concerns through the correct channels. 

• Maintain awareness of workplace activity, including planned maintenance, events, daily operations and service updates, to support smooth service delivery. 

• Demonstrate a hands-on, solution-focused approach, supporting continuous improvement, operational resilience and service excellence. 

 Service: 

• Provide front-of-house, workplace, concierge, administration and operational support as required. 

• Use visitor management, workspace, access, helpdesk and workplace systems accurately, ensuring records, audit trails and service requests remain up to date. 

• Support meeting room setups, workplace events, hospitality requests, catering coordination and executive or VIP visits in line with client requirements. 

• Conduct regular floor walks, workplace inspections, meeting room checks and service audits, identifying issues and logging work orders through to completion. 

• Provide first-line support for meeting room technology, Audio Visual queries, switchboard operations, telephone enquiries, shared mailboxes and helpdesk requests. 

• Maintain communal, meeting, collaboration and event spaces so they remain tidy, presentable, functional and ready for colleagues, visitors and clients. 

• Support mailroom services, deliveries, collections, workplace signage, supplies, stationery, peripheral equipment and general workplace administration where required. 

• Liaise with on-site teams, contractors, service providers and site leadership to ensure customer enquiries are resolved or escalated within agreed service levels. 

• Provide flexible support across agreed locations, including nearby sites where operational requirements or client priorities require it. 

• Support the wider Workplace Experience, Guest Services and Facilities teams with reasonable management requests and additional responsibilities as required. 

Security, Safety & Compliance 

• Manage visitor, colleague and contractor access in line with client security protocols, ensuring appropriate identification is checked, displayed and recorded. 

• Maintain accurate visitor pass registers, access records and audit trails, completing checks and escalating discrepancies promptly. 

• Welcome and manage contractors on site, ensuring they follow workplace, security, health and safety and compliance procedures. 

• Support emergency evacuation procedures, business continuity arrangements and incident response activity, including First Aid, Fire and Security situations where required. 

• Act as a Fire Marshal where trained and designated, maintaining awareness of safety and security responsibilities at each site. 

• Remain vigilant for safety, security, equipment or system concerns, reporting faults, malfunctions and risks immediately through the appropriate channels. 

• Work in accordance with all Health & Safety, security, manual handling, site-specific compliance and Mitie policy requirements. 

Location and Travel Requirements 

• The role may require flexibility to work across agreed locations, including nearby sites, depending on service requirements, client activity and business priorities. 

• Travel, where required, will be managed in line with business needs and company policy. 

Person Specification 

This role would suit someone who brings energy, confidence and a genuine passion for service. You will enjoy adapting confidently to client ways of working, supporting agreed locations where required and taking pride in creating a welcoming, professional and memorable workplace experience for every visitor, colleague and client you support. 

What You'll Bring 

• Excellent verbal, written and interpersonal communication skills. 

• A genuine passion for delivering service excellence and creating memorable workplace experiences. 

• A confident, approachable and professional style, with strong personal presentation and attention to detail. 

• The ability to stay organised, calm and positive in a fast-paced, varied and changing environment. 

• Experience using visitor, workspace or workplace management systems such as Condeco, ProxyClick or similar would be advantageous, but is not essential. 

• Confidence using workplace technology, including tablets, radios, headsets and digital communication tools. 

• A proactive approach to identifying issues, taking initiative and implementing practical solutions. 

• Accountability, adaptability and a strong sense of ownership in everything you do. 

• Willingness to obtain an SIA licence and/or First Aid certificate if required for specific client, site or operational requirements, with any required training or certification funded in line with company policy. 

Essential Requirements 

• Flexibility with start times, finish times and agreed locations to meet service requirements. 

• Ability to adapt to changing priorities, client requirements and local site processes. 

• Confidence to work independently and unsupervised when required, including being the only Guest Services team member on site at times. 

• Strong communication, organisation and problem-solving skills. 

• Computer literacy, including confident use of Outlook, Teams, Word and other standard workplace systems. 

• Willingness to learn and confidently use a range of office technology, including AV equipment, switchboards, Microsoft Teams Rooms and other site-specific systems. 

Working within the Mitie values and behaviours 

People Mitie is a people business. It's our people, and their drive to do their jobs to the best of their ability that makes us different. 

Trustworthy - 

We do what we say we will 

How we behave… 

• We treat all colleagues with respect. 

• We challenge people when they don't do the right thing. 

• We welcome advice from anyone that might improve what we do. 

• We are open and honest. 

• We think safety and always follow rules for safe working 

Helpful - 

We go out of our way to make a difference 

How we behave… 

• We work with each other to achieve the best for clients and for Mitie. 

• We share information to help colleagues succeed. 

• We build great relationships.  

• Our first response to requests will always be positive. 

• We look out for each other, never walking by unsafe actions or situations 

Inspiring - 

We help others to be the best they can be 

How we behave… 

• We support and encourage each other to develop.  

• We lead by example. 

• We set clear expectations. 

• We listen to and learn from others. 

• We learn from mistakes and incidents to prevent recurrence 

Passion Take our people, add their passion, and you get something really special. 

Spirited - 

We give it everything we've got 

How we behave… 

• We do good things for each other, the environment, and the community. 

• We appreciate diversity and encourage it.  

• We demonstrate team spirit. 

• We are committed to doing things better and setting new standards in all that we do 

• We take pride in what we do and have fun doing it. 

• We celebrate success and say thank you 

Fresh thinking We want our people to find inspiration from skill development and career progression, and enjoy respect and recognition for a job well done. 

Pioneering -  

We do things that excite and amaze 

How we behave… 

• We bring new ideas to the way we do things. 

• We are willing to try new things. 

• We encourage and support innovation. 

• We consider things from other peoples' points of view. 

• We embrace new thinking and technologies. 

• We build health & safety into everything we do 

Health and Safety responsibilities 

• Follow all Group, company and site-specific health, safety and environmental policies, procedures and working practices at all times. 

• Report any deficiencies in systems of work, equipment, processes or workplace conditions that may impact service delivery or create a risk to health, safety or the environment. 

• Use all work equipment and PPE correctly, including any site-specific personal protective equipment required, in line with training, instructions and client requirements. 

• Report incidents, hazards, near misses, concerns or training needs promptly to your line manager and through the appropriate divisional reporting system. 

• Take personal responsibility for working safely and for supporting a safe, secure and compliant workplace for colleagues, visitors, contractors and clients.