Corporate Front of House Ambassador

2 weeks ago

Leamington Spa, Warwickshire, United Kingdom Mitie Full time

Delivering Exceptional Customer Experiences

The ideal candidate will be responsible for providing a warm and welcoming environment for clients and customers, ensuring a seamless and efficient experience from arrival to departure. Key responsibilities include:

  • Providing a professional Meet and Greet Service, attending to the needs of clients and customers, and adapting to the changing needs of the business and environment.
  • Ensuring a comprehensive understanding of the facility and its services, and educating clients and customers on building etiquette and principles.
  • Providing a one-stop-shop service for clients and customers, including Front of House, Reception, Cleaning, Hospitality Support, Conference Suite, and Matrix Support services.
  • Engaging with clients and customers to understand their needs, gather feedback, and identify future requirements.
  • Liaising with Mail Services and courier deliveries as necessary.
  • Managing meeting room setup and breakdown, cable management, audio-visual support, and light cleaning duties.
  • Overseeing floor management, including enforcing the clear desk policy, replenishing stock, reporting and fixing faults, and maintaining cleanliness and furniture.
  • Providing multifunctional device paper and toner refills, and performing first-line fixes.
  • Coordinating events and setup, and supporting the client's internal booking system for their portfolio of offices.
  • Managing emails and phone lines, answering queries quickly and efficiently, and providing courteous responses.
  • Providing training for colleagues and customers on the use of the client's internal booking system.
  • Troubleshooting and problem-solving around the client's internal booking system.
  • Supporting the implementation of the car parking policy and applications across the client's portfolio of offices, ensuring databases are regularly updated.
  • Directing guests to the waiting area, contacting the host, and offering refreshments.
  • Providing health and safety and fire alarm messaging to external visitors.
  • Supporting all aspects of visitor management, including arranging transportation.
  • Maintaining a high standard of first-class customer care.
  • Working safely within the parameters of all safe working practices and Service Level Agreements and KPIs.
  • Ensuring the site is kept to a high level of cleanliness, meeting all contractual KPIs/SLAs, and reporting deficiencies to the Team Leader.

Operational Excellence

  • Demonstrating a continuous effort to improve operations, streamline work processes, and work cooperatively to provide a positive customer service experience.
  • Providing regular input of innovative ideas to improve the service.
  • Supporting and maintaining documentation and statistics for review by the Front of House Manager.
  • Supporting the Front of House Manager to ensure all company and client policies and procedures are adhered to.
  • Assisting in maintaining a healthy, safe, and secure working environment for everyone on site.
  • Prioritizing own workload and organizing own work to meet priorities, reducing risks to quality.
  • Ensuring all logged jobs (Helpdesk) within your areas of responsibility are monitored, completed, and closed down in a timely manner.

Health and Safety Commitments

  • Completing any relevant training prior to the commencement of employment.
  • Receiving, reading, and understanding the contents of the Mitie Employee Guide.
  • Completing all required e-Learning and Toolbox Talks as and when required.
  • Reporting Health and Safety issues to your Line Manager and, where necessary, logging via IMS Reporting.
  • Reporting all accidents and near misses to your Line Manager to ensure appropriate records are kept and maintained.
  • Promoting good safety habits and safe methods of work.
  • Ensuring all protective equipment is used correctly as specified by the Health and Safety at Work Act.

Personal Specification

  • Experience of working in a busy, corporate environment.
  • Passion for delivering excellent customer service and support services to clients and customers, paying particular attention to detail.
  • Acting with honesty and integrity.
  • Sharing good practice with colleagues and customers.
  • Exceptional interpersonal skills, both in person and by phone.
  • High standard of personal presentation.
  • Ability to manage multiple projects and work assignments.
  • Ability to accomplish operational tasks with little supervision.
  • Taking the opportunity to continuously learn and grow.
  • Good communication skills to liaise with a wide range of stakeholders, management team members, colleagues, and customers within your work environment.
  • Able to comply with legislation and follow all rules and regulations.
  • Ability to work under pressure while maintaining a positive professional attitude.
  • Good personal time management skills.
  • Good IT skills, with knowledge of Microsoft Office Suite.
  • Flexible approach to working hours and environment.

Desired Requirements

  • Experience of working in environments delivering excellent levels of customer care.
  • NVQ Level 2 or equivalent in Customer Service.
  • Driving License.
  • First Aid at Work Certificate.

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