Workplace Experience Host

Objectives and Responsibilities

As Workplace Experience Host, you will be at the heart of delivering exceptional, memorable experiences for both colleagues and guests across our London offices. With a primary focus on 80 Fen, you'll play a key role in shaping a welcoming, dynamic, and engaging environment in London

-To be highly visible, always available and the “go to” person for queries

-To deliver a 5* hotel concierge style experience at all times

-Proactively identify opportunities to enhance the workplace experience - always going the extra mile to surprise and delight

-Be the face of Workplace Experience team by providing tangible service that is visible and easily accessible

-Support Event Experience Lead, Guest Services and Security leadership team to deliver contractual service requirements, ensuring process compliance

-Own touchpoint areas as a whole; liaising with housekeeping, catering, porterage, and all relevant departments to ensure that it is set to agreed standards at all times

-SIA certification (training can be provided if required)

-To action and respond to all email requests with 48hrs of their receipt.

-Point of contact for Event hosts, supporting coordination with Hospitality and scheduling porterage, and third party event setup/setback

-Creating and maintaining spreadsheets, and supply of data for auditing purposes

Main duties

-Greet and acknowledge all visitors and colleagues in lobby and working areas as they arrive/depart/pass by, ensuring they receive exceptional service

-Deliver cloakroom service and lost property management

-Work collaboratively with wider team in handling of groups and VIPs etc.

-Host contractors on site

-Knowledgeable to provide visitors and colleagues with information on city maps and directories, restaurants and pubs, shops, in-house 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 Event Experience Lead

-Proactively manage queues, striving to make the arrival or departure process as efficient as possible

-Preempt needs of visitors and colleagues

-Triage colleague queries received in person, email and online, responding in a timely manner or referring them to the right team or self service channels

-Ensure communication and follow-up on any problems, visitors or colleague requests, and special requirements

-Support furniture setup of event spaces and collaboration spaces, as well as resetting areas to agreed layouts

-Ensuring name badges are produced and onsite ahead of event delivery, including managing registration

-Conduct floor walks and service audits, and proactively logging work orders

-Utilise a “hands on” approach whilst ensuring the service delivery is at the required standard

-Cover support the provision of Guest Services and MRMS

-Conduct visitor arrival/departure check-in and check-out by managing and issuing access, according to agreed visitor and contractor access processes that is smooth and efficient

-Place stationary orders, print hub deliverables are maintained, audits conducted and colleague locker management

-Administrative tasks and ad hoc reporting

-Respond to First Aid incidents

-To actively build relationships with other workstreams and partners, to ensure we are operating as OneMitie

-Complete any reasonable management request or task

-Conduct oneself in a professional manner at all times, adhering to established standards of conduct, department procedures and policies

Person Specification

-1 to 2 years' of comparable experience in high end hotels, modern workplaces, or tourism and hospitality

-Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence

-Immaculate 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

-Flexible, agile, adaptable and ability to go that extra mile

-Comfortable with wearable and mobile tech (radios, headsets, tablets)

-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 operating VMS and MRMS platforms

-Essential to be able to process large volume of queries across multiple platforms

-Core skills required: Attention to detail, critical thinking, decisiveness, adaptability, initiative, safety awareness, customer service, prioritisation, personal organisation