Workplace Host - Belfast - Mitie

Description

Working within 5* Mitie team, you will be the face of The Client workspace, taking full ownership of the working environment by delivering a first-class service across all integrated facilities management services. You will ensure 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 TLT premises.

Main Duties

• To provide theclient and customers with an exceptional customer experience and journey
• Liaise with service providers to ensure delivery of a quality service, on time, to specification
• Support the Service Level Agreement by ensuring that all activities are carried out effectively
• Ensure all customer requests are dealt with efficiently and effectively and the customer is kept fully updated with progress
• Acquire and maintain a comprehensive knowledge of all on site services to be able to advise individual customers in line with their needs
• Support Emergency Evacuation procedures and personal emergency evacuation plans (PEEPS) for less abled guests
• Carry out a daily inspection of The workplace facility at the beginning of each day to maintain workplace functionality, Identifying, reporting and resolving faults, cleaning, maintenance and landscaping needs in addition to HS&E and Operational issues
• Complete daily periodic checks of all stationery hubs and tea points to ensure tidiness, cleanliness and all sundries are replenished in a timely, manner
• Complete daily checks of all meeting, conferencing and event spaces, setting each space to a defined local standard; Including the provision and restocking of all stationery, flip chart and sundry items, and testing that all AV and conferencing technology is fully operational
• Ensure all meeting room requests are completed in accordance with the SLA and customers are communicated to with all booking information
• Provide high-quality support across all business services including mail management, reprographics, archiving, physical security, and strategic initiatives.
• Maintain accurate logs, resolve issues promptly, and support the effective delivery of services in line with SLAs.
• To ensure rooms are allocated effectively and to maintain the NFS room booking system and ensure all entries are accurate and to update the diary for the visitors
• The Workplace Host may occasionally support and assist the client with both onsite and offsite events, acting as a main point of contact to ensure everything runs effortlessly
• Coordinating of events and large-scale meeting, such as group wide events or senior management meetings
• To ensure meeting rooms are organised for events in conjunction with Host. Liaising with host and to assist with the delivery of events as they occur. This may require some flexibility with work hours on occasion for attendance at early morning or evening events as well as assisting with hospitality suites (waitressing, serving alcoholic drinks and manning registration desk
• Work flexibly to support out of hour requests and extended hours to self-cover operations
• Provide operational support to any internal events
• Working closely with the catering team, ensure all hospitality orders are delivered correctly and on time, and that all completed hospitality is collected efficiently
• Customer support and training of employees in the use of NFS systems (or alternative)
• Contribute to the review and delivery of Business Continuity Plans.
• Assist with internal/external audits, ISO accreditations, bids, tenders, and adherence to firm-wide policies and procedures.
• Attend weekly service line meetings to ensure a one team ethos is created throughout the team, use these forums to share information that may impact other service lines
• Liaising with the Workplace Experience Team Leader oversee all contractor activity to minimise impact on site operation and customers
• Raise accident and incident reports and track through to closure
• Actively seek and review customer feedback, track remedial actions through to closure
• Support TLT in the implementation, management, and ongoing adherence to group policies, such as clear desk policy, championing the workplace environment and adhering to TLT and best industry practice standards
• Support with all internal and external audits
• Provide cover for absence, breaks and when requested
• Assist with offices moves and changes where that move / relocation is under 10 people
• Work flexibly to support out of hour requests and extended hours to self-cover operations
• Work to and periodically review and update a standard set of operating procedures
• Proactively make recommendations/suggestions/initiatives to support contract evolution
• To assist in any other reasonable duties as required by your manager or clients
• Demonstrating and leading a "one team" approach
• Uphold the vision and values of Signature in all actions and behaviours
• Maintain and practice a high degree of confidentiality and integrity
• Ensure client needs are met in terms of greeting visitors, answering telephone calls, directing calls, booking meeting rooms, car parking facilities etc
• Provide IT assistance and attend regular training of services
• Set up all IT equipment for each meeting
• To ensure that visitors are entered on to the building visitor database through an online software package
• To build professional relationships with key stakeholders to develop knowledge of personal requirement
• To act as the central point of contact on-site for all service lines, contractors, clients and guests
• To handle any guest complaints and provide a swift solution or escalate as appropriate
• To portray a friendly, professional and courteous demeanour always, using open and appropriate body language
• To ensure telephone and email etiquette is professional and always adhered to, including the answering of calls and emails using the appropriate greeting and sign off
• To be articulate and pre-empt the needs of clients and visitors

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