Job Overview

Working as part of a 5* Mitie team, you will be the face of the workspace by delivering a first-class service throughout the facility. Ensuring all customer requests and site activities are carried out efficiently and effectively whilst providing an exceptional customer experience for all whom reside or visit the premises by consistently delivering operational activity of the highest standard. 

Main Duties

 Work closely with the Customer Experience Manager to lead the Workplace Concierge Team to deliver an exemplary service to our client. Distribute daily tasks to the Concierge Team, decide priorities for the day and supervise accordingly.

Ensure smooth and efficient running of the office floor operations. Supervise and oversee event management as needed.

Liaise with the other service providers in the building to ensure delivery of a quality service, on time, to specification.

Work closely with WPP's in-house AV team to ensure meetings and events are set up as requested.

Ensure all customer requests are dealt with efficiently and effectively by understanding issues and helping resolve them with the Help Desk.

Communicate all pending issues to the Op Co Floor Managers to update on jobs daily, and keep them fully aware of progress.

Conduct walkabouts with the Customer Experience Manager and Op Co Floor Managers as needed.

Acquire a good knowledge of all on site services to be able to advise individual customers in line with their needs.

Work to and periodically review and update a standard set of operating procedures.

Support Emergency Evacuation procedures and personal emergency evacuation plans (PEEPS) for less abled guests.Carry out the building HS&E and Operational standard daily inspection at the beginning of each day, raising and ensuring completion of all actions.

Ensure all meeting, conferencing and event spaces within our control are set to a defined standard with daily checks completed and actively support with event set up, moving furniture as required and clear down.

What we are looking for

• Able to lead and supervise a team
• Be a role model in terms of behaviour, actions and work ethics
• Develop and support a team that can lead itself, and take responsibility for their areas
• A clear understanding of Health & Safety practices, IOSH certified (training can be given)
• Customer orientated approach with strong hospitality skills
• Enthusiastic and conscientious
• Computer literate (Word, Excel, Outlook E-mail)
• Clear, strong and confident communication skills
• Team player with an enthusiastic attitude
• To work efficiently and effectively in a team as well as individually
• Able to work off their own initiative and with minimal direction
• Organised, capable of managing and prioritising multiple workflow requirements
• Excellent written and oral communication skills
• High attention to detail
• Flexible and proactive
• Passionate about exceptional customer service and quality standards
• Experienced in Front of House or Reception ideally gained within a corporate or 5 Star hotel environment
• Ability to build positive relations with colleagues, guests and clients, and liaise confidently and effectively
• To be able to move heavy / bulky items safely with support equipment when necessary

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:

• 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.
  
  
• 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.
  
  
• 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.
  
  
• 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.
• 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.