Customer Experience Host

Role: Customer Experience Host 40 Hours Monday to Friday 08:00-17:00 Working as part of 'The Workplace' Mitie team, you will be the face of the workspace by delivering a first-class service throughout the facility. Ensuring 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 office by consistently delivering operational activity of the highest standard. Main duties

• Liaise with service providers to ensure delivery of a quality service, on time, to specification
• To ensure all customer requests are dealt with efficiently and effectively and the customer is kept fully updated with progress.
• Acquire a good knowledge of all on site services to be able to advise individual customers in line with their needs
• Work to and periodically review and update a standard set of operating procedures
• Support Emergency Evacuation procedures and personal emergency evacuation plans (PEEPS) for less abled guests
• Carry out the building HS&E and Operational standard daily inspection at the beginning of each day, raising and ensuring completion of all actions
• Ensure all meeting, conferencing and event spaces within our control are set to a defined standard with daily checks completed
• Complete daily periodic checks of all stationery hubs and tea points to ensure tidiness, cleanliness and all sundries are replenished in a timely manner
• Ensure all meeting room requests are completed in accordance with the SLA and customers are communicated to with all booking information
• 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 the room booking and visitor management systems
• Raise proactive and customer feedback requests via the Maximo system and ensure each request is managed to satisfactory completion
• 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 Workplace Expercies /FM oversee all contractor activity to minimise impact on site operation and customers
• Raise accident and incident reports and track through to closure
• Provide operational support to any internal events
• Actively seek and review customer feedback, track remedial actions through to closure
• Support with all internal and external audits
• Work flexibly to support out of hour requests and extended hours to self cover operations
• To support the Service Level Agreement by ensuring that all activities are carried out effectively
Person Specification
• A clear understanding of Health & Safety practices, IOSH certified
• Customer orientated approach
• Enthusiastic and conscientious
• 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
• Experienced in Front of House or Reception ideally gained within a corporate or 5 Star hotel environment
• Ability to build positive relations with colleagues, guests and clients
• Ability to carry out manual handling duties
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• A clear understanding of Health & Safety practices, IOSH certified
• Customer orientated approach
• Enthusiastic and conscientious
• 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
• Experienced in Front of House or Reception ideally gained within a corporate or 5 Star hotel environment
• Ability to build positive relations with colleagues, guests and clients
• Ability to carry out manual handling duties