Welcome Excellence Manager
| Posting date: | 20 September 2024 |
|---|---|
| Hours: | Full time |
| Closing date: | 20 October 2024 |
| Location: | EC3R 5BU |
| Company: | Mitie |
| Job type: | Permanent |
| Job reference: | 61672 |
Summary
Our values and behaviours
Delivering the exceptional, every day
• Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
• Our promise to our people: a place to work where you can thrive and be your best every day.
• Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
• Our culture - our core values and how we behave:
o We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.
o We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.
o We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.
o Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.
o Our customers' business, is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.
Job objectives and responsibilities
· Deliver a five start VIP front of house service to a newly refurbished corporate building within central London
· To live and breath our client VIP Customer Service Strategy and to be a role model of that Strategy
· Consistently drive performance and introduce best in class working practices
· Line management of Reception, Concierge, Client Suite, Events and Hospitality Service Desk teams
· Supports the Operations Manager and deputise in their absence.
Main duties
· Motivate, lead and support the teams to exceed client's expectations.
· Conduct appraisals (MiReview's) as necessary with direct reports, ensuring all company guidelines are followed.
· Participate in investigation/disciplinary hearings as necessary, and in agreement with HR, following company and legal guidelines at all times.
· Managing the team's holiday requests and absence. Organise in-house/appropiate cover.
· Responsible for the cross-training all team members.
· Attend all training as appropriate (online, classroom & self-development).
· Identify all necessary training requirements and development needs for the team.
· Identify succession planning and skills gap analysis for team members and draft development plans where required.
· Ensure that the teams observe and follow data protection legalities at all times.
· Ensure a safe and healthy working environment is available for staff to perform their duties.
· Maintain the QHSE site file.
· Create and maintain a suite of operating procedures.
· Carry out the end-to-end recruitment process for all vacancies.
Person Specification
· Experienced in delivering VIP customer service in a corporate / hospitality environment.
· Customer Service / Hospitality based qualification.
· Strong communication skills (both written and verbal).
· Competence in computers and software packages including MS Outlook, Word, Excel and PowerPoint.
· The ability to interact confidently with all levels of business and guests.
· Proactive and forward thinking approach to work, demonstrating adaptability and a desire to improve on existing working practices.
· Strongly self motivated individual possessing a can do attitude and a drive to learn.
· A positive, outgoing personality looking to be part of a strong and established team.
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;
Information Security
· Ensure compliance with Mitie's information security procedures in all activities;
· Proactively identify and report security risks to your manager;
· Report actual and suspected security incidents;
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.
At Mitie we know that ‘our diversity makes us stronger'. We're committed to creating a diverse and inclusive environment where our people can thrive and be their best every day. We are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal. We recognise the unique contributions that you can bring and our people and customers thrive when we get this right.
We are on the lookout for a professional, welcoming, and experienced Receptionist to join our team. You will perform reception, administration, and secretarial duties efficiently and effectively on behalf of the building in which you are located in.
You will help facilitate the flow of personnel by managing access points throughout the building and ensuring the maintenance of fob access systems. You will be expected to keep a tidy and efficient reception area, providing a professional and courteous service throughout. You will also be required to handle any phone calls and emails in a prompt, professional manner as well as sorting and distributing incoming mail and packages.
As a Corporate Receptionist, you will be in charge of managing documentation and ensuring it is stored in the appropriate location or system. Some additional duties will include opening and closing the building, maintaining building security, managing queries and messages from visitors, issuing visitor and staff passes, assisting with emergency evacuations, ordering of consumable goods and more.
We are looking for someone with a friendly and approachable manner and can always remain professional, displaying sound communication and interpersonal skills. The ideal candidate needs to be IT literate with the ability to prioritise your own workload and work efficiently to agreed deadlines.
Delivering the exceptional, every day
• Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
• Our promise to our people: a place to work where you can thrive and be your best every day.
• Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
• Our culture - our core values and how we behave:
o We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.
o We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.
o We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.
o Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.
o Our customers' business, is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.
Job objectives and responsibilities
· Deliver a five start VIP front of house service to a newly refurbished corporate building within central London
· To live and breath our client VIP Customer Service Strategy and to be a role model of that Strategy
· Consistently drive performance and introduce best in class working practices
· Line management of Reception, Concierge, Client Suite, Events and Hospitality Service Desk teams
· Supports the Operations Manager and deputise in their absence.
Main duties
· Motivate, lead and support the teams to exceed client's expectations.
· Conduct appraisals (MiReview's) as necessary with direct reports, ensuring all company guidelines are followed.
· Participate in investigation/disciplinary hearings as necessary, and in agreement with HR, following company and legal guidelines at all times.
· Managing the team's holiday requests and absence. Organise in-house/appropiate cover.
· Responsible for the cross-training all team members.
· Attend all training as appropriate (online, classroom & self-development).
· Identify all necessary training requirements and development needs for the team.
· Identify succession planning and skills gap analysis for team members and draft development plans where required.
· Ensure that the teams observe and follow data protection legalities at all times.
· Ensure a safe and healthy working environment is available for staff to perform their duties.
· Maintain the QHSE site file.
· Create and maintain a suite of operating procedures.
· Carry out the end-to-end recruitment process for all vacancies.
Person Specification
· Experienced in delivering VIP customer service in a corporate / hospitality environment.
· Customer Service / Hospitality based qualification.
· Strong communication skills (both written and verbal).
· Competence in computers and software packages including MS Outlook, Word, Excel and PowerPoint.
· The ability to interact confidently with all levels of business and guests.
· Proactive and forward thinking approach to work, demonstrating adaptability and a desire to improve on existing working practices.
· Strongly self motivated individual possessing a can do attitude and a drive to learn.
· A positive, outgoing personality looking to be part of a strong and established team.
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;
Information Security
· Ensure compliance with Mitie's information security procedures in all activities;
· Proactively identify and report security risks to your manager;
· Report actual and suspected security incidents;
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.
At Mitie we know that ‘our diversity makes us stronger'. We're committed to creating a diverse and inclusive environment where our people can thrive and be their best every day. We are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal. We recognise the unique contributions that you can bring and our people and customers thrive when we get this right.
We are on the lookout for a professional, welcoming, and experienced Receptionist to join our team. You will perform reception, administration, and secretarial duties efficiently and effectively on behalf of the building in which you are located in.
You will help facilitate the flow of personnel by managing access points throughout the building and ensuring the maintenance of fob access systems. You will be expected to keep a tidy and efficient reception area, providing a professional and courteous service throughout. You will also be required to handle any phone calls and emails in a prompt, professional manner as well as sorting and distributing incoming mail and packages.
As a Corporate Receptionist, you will be in charge of managing documentation and ensuring it is stored in the appropriate location or system. Some additional duties will include opening and closing the building, maintaining building security, managing queries and messages from visitors, issuing visitor and staff passes, assisting with emergency evacuations, ordering of consumable goods and more.
We are looking for someone with a friendly and approachable manner and can always remain professional, displaying sound communication and interpersonal skills. The ideal candidate needs to be IT literate with the ability to prioritise your own workload and work efficiently to agreed deadlines.