Front of House

9 months ago

Birmingham, United Kingdom Avison Young Full time

**Overall Purpose of Job**

As we move into a new era of work life, experience is everything. Our Welcome Hosts are the first and last impression that people will have with our brand, and the brands of those we provide office space for. Therefore, it is essential that a positive, memorable experience is delivered to all those walking through our doors. The opportunities available to us connect and engage with our customers in new and exciting ways outside of the traditional receptionist duties make our roles more attractive to those with a passion for service running through them. Avison Young are seeking to create thriving spaces that welcome everybody; informal meetings, social meetings, networking, and relaxation spaces, and we want our Welcome Hosts to be the wow differentiator within them.

You will be responsible for ensuring every user of our buildings is provided with an exceptional experience. This could be provided within a variety of ways and locations; however this role will predominantly be based out within the lobby floor ready to receive, triage and support incoming customers.

You will own the space around you, demonstrating pride in its appearance. You will constantly seek and implement new ideas, initiatives, and facilities to create a community feel which provides encouragement to others to maximise use of the space. Where available, you will utilise technology to implement an efficient and effective check-in, support onward travel and provide an ongoing experience and community focused service solution, alongside your friendly, informative, and interactive delivery. We want you to push the boundaries of the possible as you seek to provide the best in class user experience, always finding the hidden opportunity to surprise and delight our customers.

**Powered by people**

We celebrate and embrace diversity

We encourage individuality in service excellence

We promote inclusivity in our actions

**Putting people first in every choice we make**

We support local employment in all regions

We provide a sense of belonging

We treat people as THEY wish to be treated

**Driven by shared success**

We collaborate with clients

We work together to get it done

Empowering people to achieve together

**Creating positive impact**

Active listening and attention to find the hidden service opportunity

Anticipating needs and delivering before asked

Helping people to be productive, prosperous, and positive

**Spaces and places that improve lives, and help businesses thrive**

Building communities that make a difference

We impact the client journey at every stage

We consider the lifetime partnership value vs single ‘transaction’ opportunity

Creating moments that matter

Our values are inherent to the success of this role. They are more than just words; they are the DNA that drives our culture and define how our people and services exceed expectations. Along with our Behaviours Playbook, they are our ways of working together, delivering for others and our all-round ethos for life:
**Main Duties, Responsibilities & Accountabilities**
- Provide a user focused service experience that is built on the foundations of exceeding expectations, making each and every visitor and employee feel important and valued
- Always demonstrate the behaviours set out in the ‘Behaviours Playbook’
- Welcome all users into the building in a warm, friendly, and efficient manner, supporting the onward journey where required
- Ensure you are knowledgeable about all occupiers within the building, and strive to build positive relationships with key contacts within each
- Liaise with occupier contacts to promote the benefits of available technology to pre-book visitors, and assist with tailored pre-arrival confirmation information and pre-arrival guest services as required
- Support efficient check-in of visitors, utilising technology where possible to ensure efficient and cost-effective solutions are promoted
- Ensure quick communication of visitor arrivals is achieved where automated options are not utilised
- Continuously drive relationships and connectivity with all building users to better understand their views on changing needs and requirements of the service delivery, keeping aware of service trends and seeking solutions to introduce them into the everyday service
- Utilise technology to drive communication and community within your space
- Use autonomy given to take ownership of the welcome spaces, taking pride in appearance, and regularly reviewing innovative opportunity the space can accommodate
- Promote, manage, and maintain the use of touch down areas within the Welcome spaces as well as other facilities within the building / community as appropriate
- Where appropriate, provide waiting visitors with a hot/cold beverage and offer any further support if needed, acting as a representative for, and until they are collected by, their host
- Champion a ‘One Team’ approach with other service providers to ensur

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