Our values and behaviours

Delivering the exceptional, every day

•       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:

o   We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.

o   We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.

o   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, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.

o   Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.

o   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.

Job objectives and responsibilities

·         Deliver a five star VIP front of house service to a newly refurbished corporate building within central London.

·         To live and breath our client VIP Customer Service Strategy and to be a role model of that Strategy.

·         Consistently drive performance and introduce best in class working practices.

·         Line management of HSD Team.

·         Supports the Front of House Manager and deputise in their absence.

Main duties

·         EMS System Management including ongoing maintenance, troubleshooting, and adapting the system as required.

·         Work with the Client System Specialist to ensure both Desktop & Virtual applications are built and run to client specification.

·         Produce and maintain user guides for Desktop & Virtual EMS applications.

·         Provide 1-1 system training to the Client & Soft Service Teams across EMEA.

·         Collate monthly statistics for FM Management.

·         Work with RA catering management team to ensure resources, pricing reflects any change in service & new menu launches.

·         Build query reports for desktop users to aid service delivery.

·         Liaise with Service Teams across EMEA to ensure individual site build is kept up to date of all room changes, equipment upgrades, services provided to the client.

·         Create Desktop user accounts, build and maintain service team templates.

·         Responsible for creating New Starter accounts.

·         Deactivating Leaver accounts & reassigning existing reservations to new colleagues.

·         Motivate, lead and support the teams to exceed client's expectations.

·         Conduct appraisals (MiReview's) as necessary with direct reports, ensuring all company guidelines are followed.

·         Participate in investigation/disciplinary hearings as necessary, and in agreement with HR, following company and legal guidelines at all times.

·         Managing the team's holiday requests and absence. Organise in-house/appropiate cover.

·         Responsible for the cross-training all team members.

·         Attend all training as appropriate (online, classroom & self-development).

·         Identify all necessary training requirements and development needs for the team.

·         Identify succession planning and skills gap analysis for team members and draft development plans where required.

·         Responsible of all administration tasks of IT systems that are used by FOH Team.

·         Ensure that the teams observe and follow data protection legalities at all times.

·         Ensure a safe and healthy working environment is available for staff to perform their duties.

·         Maintain the QHSE site file.

·         Create and maintain a suite of operating procedures.

·         Carry out the end-to-end recruitment process for all vacancies.

Person Specification

·         Experienced in delivering VIP customer service in a corporate / hospitality enviroment

·         Customer Service / Hospitality based qualification

·         Strong communication skills (both written and verbal).

·         Competence in computers and software packages including MS Outlook, Word, Excel and PowerPoint.

·         The ability to interact confidently with all levels of business and guests.

·         Proactive and forward thinking approach to work, demonstrating adaptability and a desire to improve on existing working practices.

·         Strongly self motivated individual possessing a can do attitude and a drive to learn.

·         A positive, outgoing personality looking to be part of a strong and established team.

Health and 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;

 Information Security

·         Ensure compliance with Mitie's information security procedures in all activities;

·         Proactively identify and report security risks to your manager;

·         Report actual and suspected security incidents;

Note

This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. 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're committed to creating a diverse and inclusive environment where our people can thrive and be their best every day. We are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal. We recognise the unique contributions that you can bring and our people and customers thrive when we get this right