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    • Facilities Assistant - Belfast - Mitie

    Mitie
    Mitie Belfast

    2 months ago

    Description

    Workplace Experience Host – Job Description

    Monday - Friday

    working between 8am -6pm (40 hours a week)

    To deliver an exceptional customer experience by providing a welcoming, efficient, and professional workplace environment. The Workplace Experience Host acts as a central point of contact for clients, guests, contractors, and service providers, ensuring seamless service delivery and operational excellence.

    Customer Experience & Service Delivery

    • Provide clients and guests with an outstanding customer journey, ensuring all interactions are professional, courteous, and helpful.

    • Respond to customer requests promptly and effectively, keeping them informed throughout.

    • Acquire and maintain in-depth knowledge of all on-site services to offer tailored advice and support.

    • Handle guest complaints with professionalism, escalating when necessary to ensure swift resolution.

    • Demonstrate a proactive, friendly, and approachable demeanor at all times.

    Workplace Operations & Facilities

    • Conduct daily inspections of the workplace to ensure functionality, cleanliness, and safety.

    • Identify and report faults, maintenance issues, and health & safety concerns.

    • Perform regular checks of stationery hubs, tea points, and meeting rooms to ensure tidiness and replenishment of supplies.

    • Set up and maintain meeting, conferencing, and event spaces to defined standards, including AV equipment and hospitality provisions.

    • Support emergency evacuation procedures and Personal Emergency Evacuation Plans (PEEPs) for guests with additional needs.

    Meeting Room & Event Coordination

    • Manage meeting room bookings via the NFS system, ensuring accuracy and timely communication with customers.

    • Allocate rooms effectively and maintain the booking diary, including visitor entries.

    • Coordinate and support internal and external events, including senior management meetings and group-wide functions.

    • Assist with hospitality suite setup, waitressing, serving drinks, and managing registration desks.

    • Provide operational support for events, including IT setup and catering coordination.

    Systems & Administrative Support

    • Train and support employees in using the NFS booking system (or alternative platforms).

    • Ensure visitors are registered accurately using the building's visitor management software.

    • Provide IT assistance and attend regular training sessions to stay updated on services.

    • Maintain professional telephone and email etiquette, using appropriate greetings and sign-offs.

    Team Collaboration & Communication

    • Attend weekly service line meetings to foster a "one team" ethos and share relevant updates.

    • Liaise with the Workplace Experience Manager to oversee contractor activity and minimise disruption.

    • Support the mailroom team with internal/external post and courier deliveries when required.

    • Build strong relationships with stakeholders to understand and meet individual requirements.

    Compliance & Continuous Improvement

    • Raise and track accident and incident reports through to closure.

    • Actively seek customer feedback and ensure remedial actions are completed.

    • Support the implementation of group policies (e.g., clear desk policy) and uphold best practice standards.

    • Assist with internal and external audits as needed.

    • Periodically review and update standard operating procedures.

    • Recommend improvements and initiatives to enhance service delivery and contract evolution.

    Flexibility & Additional Duties

    • Provide cover for colleagues during breaks, absences, or when requested.

    • Support office moves and relocations involving fewer than 10 people.

    • Work flexibly to accommodate out-of-hours requests and extended operational needs.

    • Uphold Signature's vision and values in all actions and behaviours.

    • Maintain confidentiality and integrity in all aspects of the role.

    • Perform any other reasonable duties as required by management or clients.

    What we are looking for

    • A clear understanding of Health & Safety practices, IOSH certified preferred

    • An understanding of Audio Visual and IT systems and the ability to explain this accurately to customers.

    • 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

    • Ability to build positive relations with colleagues, guests and clients

    • Immaculate personal presentation endorsing the Signature five-star image

    • Be flexible to support the rotational shift patter 8am-9pm and the business needs of the client

    • Enthusiastic and conscientious

    • Customer orientated approach

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