Welcome Host

• The ultimate goal of the Lobby Ambassador is to exceed expectations and create a memorable 5* experience for all who pass through
• Manage the FOH touchpoints by providing a hotel concierge style experience
• Provide exceptional customer service to visitors and colleagues, ensuring that their needs and expectations are met or exceeded
• Greet and acknowledge all visitors and colleagues as they arrive/depart/pass by, ensuring they receive exceptional service
• 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
• Proactively manage queues, striving to make the arrival or departure process as efficient as possible
• Provide intuitive service with absolute understanding of our customer's needs to create exceptional experiences that result in lasting positive memories
• Support the facilities manager, FOH and Security leadership team to deliver contractual service requirements, ensuring process compliance
• Monitor the touchpoint area as a whole; liaising with housekeeping, catering, porterage, and all relevant departments to ensure that it is set to agreed standards at all times

Excel
Challenge
Inspire

• We always ask ourselves, why do I do it this way? How can I do this better? What else can I do?
• Have fun and be passionate about what you do

• 2 years' of comparable customer service experience in high end hotels, members clubs, or corporate workplaces
• Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence
• immaculate grooming, 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.
• Must be highly proficient in Outlook, Word, Teams, and Chrome
• Competent using visitor and space management tools, such as Condeco, ProxyClick, etc
• SIA certification
• Essential to be able to process large volume of queries across multiple platforms
• Average 70wpm typing speed desirable

Working within the Mitie values and behaviours
People Mitie is a people business. It's our people, and their drive to do their jobs to the best of their ability that makes us different.

Trustworthy -
We do what we say we will
How we behave…

• We treat all colleagues with respect.
• We challenge people when they don't do the right thing.
• We welcome advice from anyone that might improve what we do.
• We are open and honest.
• We think safety and always follow rules for safe working

Helpful -
We go out of our way to make a difference
How we behave…

• We work with each other to achieve the best for clients and for Mitie.
• We share information to help colleagues succeed.
• We build great relationships.

Our first response to requests will always be positive.

• We look out for each other, never walking by unsafe actions or situations

Inspiring -
We help others to be the best they can be
How we behave…

• We support and encourage each other to develop.
• We lead by example.
• We set clear expectations.
• We listen to and learn from others.
• We learn from mistakes and incidents to prevent recurrence

Passion Take our people, add their passion, and you get something really special.
Spirited -
We give it everything we've got
How we behave…

• We do good things for each other, the environment, and the community.
• We appreciate diversity and encourage it.
• We demonstrate team spirit.
• We are committed to doing things better and setting new standards in all that we do
• We take pride in what we do and have fun doing it.
• We celebrate success and say thank you

Fresh thinking We want our people to find inspiration from skill development and career progression, and enjoy respect and recognition for a job well done.
Pioneering -
We do things that excite and amaze
How we behave…

• We bring new ideas to the way we do things.
• We are willing to try new things.
• We encourage and support innovation.
• We consider things from other peoples' points of view.
• We embrace new thinking and technologies.
• We build health & safety into everything we do

Health and Safety responsibilities

• Follow Group and company policies and procedures at all times.
• Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment.
• Use all work equipment and personal PPE properly and in accordance with training received.
• Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;

Note
This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.