Job objectives and responsibilities 

The ultimate goal of the Front of House Supervisor is to lead and run the daily shifts in your patch, quality check service delivery, and act as a role model for standards.  To support the leadership team to deliver our contractual service requirements.  To be an active and contributing senior member of the Guest Services team, ready to step in and support any area at any time. To act as brand ambassador for standards, coordinate the team members on shift, and support the site leadership team.  To handle special requests including preferences for colleague's and visitor's time on site, as well as show intuition and empathy in all kinds of situations.  To conduct oneself in a warm, professional and engaging manner and deliver the prescribed Signature service experience that exceeds expectations and creates a memorable moments for all building users (visitors and colleagues).   

• Supervise the team to ensure site procedures and service standards are followed 

• Quality check the service and experience being delivered by the team 

• Act as main support to the leadership team and FMs 

• First point of contact for team relating to: absence planning and reporting, lateness, rota preparation  

• To be a role model to the service team, and conduct oneself in a warm, professional and engaging manner at all times  

• To proactively manage the workspace, relating to our contractual duties and scope 

• Coordinate any last minute labour changes to ensure sites are staffed adequately 

• Resolve client, client or visitor escalations in a timely manner 

Main duties 

Experience:  

• Support the team to ensure they are delivering service in line with prescribed standards 

• Identify opportunity to streamline and align processes between the buildings in your patch  

• To anticipate the needs of visitors and colleagues  

• To proactively look out for building issues, ensuring a swift resolution 

• Proactively manage queues, striving to make the arrival or departure process as efficient as possible  

• Be the face of the facilities and front of house team by providing tangible service that is visible and easily accessible  

• Connect with VIP clients and visitors to ensure they have the support they need whilst on site 

Process:  

• Ensure that the correct visitor management processes are being deployed by the team at all times 

• Manage stocks of visitor passes and other specialist stationery 

• Maintain a register of passes issued to and returned by visitors, ensuring that a full audit trail is maintained 

• Ordering peripheral items such as IT kit, stationary  

• Ensure all colleague queries to the shared mailbox are responded to and actioned on the same day  

• Maintain any shared mailboxes, ensuring that resolved emails are deleted or filed on the same day 

• Provide a daily forecast to the FM and leadership team as to how many visitors are expected 

• Training of Signature team members, and support cross training of other team members  

• Deliver Toolbox Talks and role specific training   

• Prepare rotas, maintain trackers, and other administrative duties 

• Organise new starter and leaver IT system access, and hardware requirements  

• To support the induction and training of new starters 

• Carry out onsite facilities inspections, floor walks and service audits  

• Proactively log work orders 

• Regular checks of meeting rooms, ensuring all AV/IT kit is functional, and logging work orders as required 

• Support the manager with HR processes and investigations  

• Support the manager to maintain and keep up to date all SOPs and contract specific training materials  

• Support the team to ensure they are meeting task deadlines  

• Act in accordance with health and safety, and manual handling procedures 

• Ad hoc travel to support other locations, which may include overnight stays  

• Support the recruitment process for applicants, such as attending interviews or providing candidate feedback 

• Attend internal and client meetings, representing Mitie to the best standard 

• Support the manager to maintain accurate and up to date personnel files including working hours, payroll, training and development records in line with contractual requirements 

• Step Up: Be a champion for diversity and inclusion on site at all times 

• Attend associated training sessions and workshops when scheduled 

• Promote a culture of “continual development” and a “winning mindset” within the team 

• Proactively seek ways to recognise the Signature teams' achievements on a singular or group format, and utilise the recognition and reward schemes available  

• Support the mobilisation of new locations  

Service: 

• Ensure all visitors are registered before the next working day 

• Be aware and up to date with “what's on” in the building (workplace experience events, and planned maintenance)  

• Be the resident expert/go-to person to make informed recommendations to the client's events team or meeting organisers as to which space is best suited to their needs  

• 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 

• Ensure the team have delivered room and event space setups in line with requests  

• Utilise a “hands on” approach and supporting where the need is greatest at any time  

• To support the Manager and site leadership team to act as a link between workstreams, following up completion of helpdesk jobs or anything impacting colleague experience is resolved in a timely manner  

• Provide “at desk” first fix IT and AV support relating to client equipment installed in meeting, collaboration and event spaces  

• To check and ensure the lobby, meeting rooms, communal, and event spaces are setup and working as intended 

• Liaise with our clients and colleagues to support the delivery of their initiatives and activities 

• Recognize 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 

• To be informed as to any events, VIPs, or ongoing issues in your sites  

• Creating, updating, and displaying signage as required  

• Conduct visitor arrival/departure check-in and check-out by managing and issuing access, in a manner aligned with a 5* hotel 

• Operate under a “How Can I Help” mindset 

• To be highly visible, always available and the “go to” person for queries 

• Track and report revenue opportunities, such as ad hoc overtime  

Security: 

• 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: 

• Be a champion for diversity and inclusion on site 

• Provide support to the wider service team as and when required  

• To actively build relationships with other workstreams and partners, to ensure we are operating as OneMitie 

• 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 

Person Specification 

• 1 to 2 years' of comparable experience in corporate workplaces, members clubs, customer service, or tourism and hospitality 

• Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence 

• SIA badge (can be provided) 

• Immaculate grooming, personal presentation and sense of style  

• IOSH 

• Comfortable with wearable and mobile tech (radios, headsets, tablets)  

• Must be able to identify and resolve issues, and to meet and exceed the expectations of our client 

• Must be highly proficient in Outlook, Word, Teams, and Chrome 

• Competent using visitor and space management tools, such as Condeco, ProxyClick, etc 

• Entry level Facilities and/or Leadership Apprenticeship/similar qualification (to be provided)  

• Essential to be able to process large volume of queries across multiple platforms  

• Core skills required: Accountability and responsibility, personal organisation, prioritisation, initiative, engaging with the customer, communication, adaptability, attention to detail   

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 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; 

 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.