Welcome Host - Leeds, United Kingdom - Mitie

Mitie
Mitie
Verified Company
Leeds, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description
Salary £26,500 PA


Location:
Leeds Wellington Place


Company name:
Mitie


Job Title:
Lobby Ambassador (FOH)


Reporting to:
Group FOH Lead

Our values and behaviours

An individual's belief in our values and behaviours is as important as their technical and/or professional know how which is why our Job Descriptions are written with these in mind.

Job objectives and responsibilities

  • The ultimate goal of the Lobby Ambassador is to exceed expectations and create a memorable 5* experience for all who pass through
  • Manage the FOH touchpoints by providing a hotel concierge style experience
  • Provide exceptional customer service to visitors and colleagues, ensuring that their needs and expectations are met or exceeded
  • Greet and acknowledge all visitors and colleagues as they arrive/depart/pass by, ensuring they receive exceptional service
  • Conduct visitor arrival/departure checkin and checkout by managing and issuing access, according to agreed visitor and contractor access processes that is smooth and efficient
  • Proactively manage queues, striving to make the arrival or departure process as efficient as possible
  • Provide intuitive service with absolute understanding of our customer's needs to create exceptional experiences that result in lasting positive memories
  • Support the facilities manager, FOH and Security leadership team to deliver contractual service requirements, ensuring process compliance
  • Monitor the touchpoint area as a whole; liaising with housekeeping, catering, porterage, and all relevant departments to ensure that it is set to agreed standards at all times
Excel

Challenge

Inspire

  • We always ask ourselves, why do I do it this way? How can I do this better? What else can I do?
  • Have fun and be passionate about what you do
Main duties

  • Conduct oneself in a professional manner at all times, adhering to established standards of conduct, department procedures and policies
  • Ensure communication and followup on any problems, visitor or colleague requests, and special requirements
  • Work closely with the wider team in the handling of groups and VIPs etc.
  • Establish rapport with frequent visitors; keep the team and relevant departments wellinformed about visitor preferences
  • Learn, know and be able to provide visitors and colleagues with information on city maps and directories, restaurants and pubs, shops, inhouse services and daily functions, cultural activities, religious activities, sporting events, entertainment activities, special attractions, doctors, medical centres, transportation options etc
  • Liaise with VIPs and return visitors and ensure complete satisfaction during their time on site
  • Interact with colleagues and visitors, and effectively deal with basic glitches, and inform the FOH Lead and/or Facilities Manager
  • Be the face of the facilities team by providing tangible service that is visible and easily accessible
  • Utilise a "hands on" approach whilst ensuring the service delivery is at the required standard
  • To escalate any feedback relating to the service provided by the service team.
  • Liaise with our client Communities and Workplace Experience colleagues to support the delivery of their initiatives and activities
  • Provide ad hoc cover and support to other work areas, such as: Porterage, Mailroom
  • Respond to First Aid incidents
  • Lost property management
  • Provide cloakroom service
  • To actively build relationships with other workstreams and partners, to ensure we are operating as OneMitie
  • Provide support to the wider service team as and when required
  • Complete any reasonable management request or task
  • Deputise in the absence of your Manager or similar supervisory position
Person Specification

  • 2 years' of comparable customer service experience in high end hotels, members clubs, or corporate workplaces
  • Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence
- immaculate grooming, personal presentation and sense of style

  • Flexible, agile, and adaptable
  • 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
  • SIA certification
  • Essential to be able to process large volume of queries across multiple platforms
  • Average 70wpm typing speed desirable
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
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