Signature is the premium front of house provider within Mitie, we pride ourselves on our authentic, signature approach to our customer service and relationships with our clients, offering bespoke, tailored, and fluid services that fit the client's needs and requirements. We are recruiting for:
* Full time - Workplace Concierge
* Monday to Friday – 40 hours per week
* Salary £25,465 Per Annum
* Location – Coop | 1 Angel Square | Manchester | M60 0AG
Job Overview
Working as part of a 5* 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 Coop premises by consistently delivering operational activity of the highest standard.
Main Duties
1. Attend training as appropriate/on-line/out of house/self-development
2. Handle any guest complaints and provide a swift solution or escalate as appropriate
3. Ensure you are immaculately dressed in uniform and adhere to Signature grooming standards
4. Liaise with service providers to ensure delivery of a quality service, on time, to specification
5. Ensure all customer requests are dealt with efficiently and effectively and the customer is kept fully updated with progress.
6. Acquire a good knowledge of all on site services to advise individual customers in line with their needs
7. Work to and periodically review and update a standard set of operating procedures
8. Support Emergency Evacuation procedures and personal emergency evacuation plans (PEEPS) for less abled guests
9. Carry out the building HS&E and Operational standard daily inspection at the beginning of each day, raising and ensuring completion of all actions
10. Support all areas of Front of House as and when required – Rota basis
11. Build professional relationships with key stakeholders to develop knowledge of personal requirements and to be recognised as their first line “go to” person
12. Ensure all meeting, conferencing and event spaces within our control are set to a defined standard with daily checks completed
13. Complete daily periodic checks of all stationery hubs and tea points to ensure tidiness, cleanliness and all sundries are replenished in a timely manner
14. Ensure all meeting room requests are completed in accordance with the SLA and customers are communicated to with all booking information
15. Work closely with the catering team to ensure all hospitality orders are delivered correctly and on time, and that all completed hospitality is collected efficiently.
16. Provide a first fix response for the onsite AV equipment
17. Be a key driver in delivering a customer excellence culture ensuring all guests receive an excellent welcome and that you consistently deliver great service
18. Customer support and training of the Vgreet system
19. Raise proactive and customer feedback requests via the Verisae system and ensure each request is managed to satisfactory completion
20. Attend weekly service line meetings to ensure a one team ethos is created throughout the team, using these forums to share information that may impact other service lines
21. Liaise with FM to oversee all contractor activity to minimise impact on site operation and customers
22. Raise accident and incident reports and track through to closure
23. Provide operational support to any internal events
24. Actively seek and review customer feedback, tracking remedial actions through to closure
25. Support with all internal and external audits
26. Work flexibly to support out of hour requests and extended hours to self cover operations
27. Support the Service Level Agreement by ensuring that all activities are carried out effectively
28. Review procedures and processes, making recommendations/suggestions/initiatives to support contract evolution
29. Ensure compliance with all COVID-19 process and measures on site; challenging behaviour and reporting all incident/risk to Line Manager
30. Assist in any other reasonable duties as required by your colleagues, managers or clients
What we are looking for
1. Customer orientated approach
2. Enthusiastic and conscientious
3. Expert/proven knowledge of Audio Visual and IT systems and the ability to explain this accurately to customers
4. Computer literate (Word, Excel, Outlook E-mail)
5. Clear, strong and confident communication skills
6. Team player with an enthusiastic attitude
7. Able to work efficiently and effectively in a team as well as individually
8. Able to work off their own initiative and with minimal direction
9. Organised, capable of managing and prioritising multiple workflow requirements
10. Excellent written and oral communication skills
11. Immaculate personal presentation endorsing the Signature ethos
12. Excellent time management and organisational skills
13. Able to confidently challenge all non-compliant behaviour in line with COVID-19 procedures
14. High attention to detail
15. Flexible and proactive approach and ability to problem solve
16. Passionate about exceptional customer service
17. Experienced in Front of House or Reception ideally gained within a corporate or 5 Star hotel environment
18. Ability to build positive relations with colleagues, guests and clients
19. Able to move heavy/bulky items
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