Welcome Host

Overall Role

The Welcome Host is responsible for delivering a memorable colleague and visitor experience every day through face-to-face engagement, proactive communication, and exceptional customer service.

Exceptional Experience Standards

Foster a sense of community by building lasting and meaningful relationships with our customers

Committed to safety, sustainability, and wellbeing

Transform problems into opportunities

Innovate to be one step ahead

Champion the digital journey and focus on driving engagement and impact

Duties & responsibilities

Primary tasks and objectives

o Provide a memorable and exceptional workplace experience to all visitors and colleagues, delivering unexpected moments of inspired customer service

oTake ownership of the welcome services and support our visitors and colleagues within the workplace

oBuild relationships with key stakeholders and encourage interactions between colleagues and our Workplace teams

oUnderstand the needs and wants of the business or business units you engage with

Visitor Management

oProvide a memorable and exceptional welcome experience to all visitors and colleagues, delivering unexpected moments of inspired customer service

oSupport and assist our visitors and colleagues with entry and exit into the workplace while delivering a passionate and inspired service and experience

oDeliver an effortless service allowing flexibility for each colleague and visitor

o Provide an efficient experience catered to each individual's situation, whether they require a speedy or a more enhanced service

oWelcome, register, and assist visitors and colleagues in compliance with security policies while delivering a human-centric approach aiding in a tailored approach.

oAid in creation of an environment that establishes our clients as the workplace of choice that others look to emulate

oLiaise with colleagues to ensure their visitors are received in a timely manner while helping the visitor feel welcome and comfortable

oAnswer general phone inquiries professionally, responding to questions and transferring calls as needed.

oDay-to-day and ad hoc colleague and visitor assistance and identifying opportunities to anticipate the needs of our visitors and colleagues.

oHelp, guide and provide support to all colleagues and visitors by providing directional support on-site and nearby and respond to ad hoc requests as necessary (i.e. order a taxi, assist with a reservation, etc.)

oRespond to inquiries from internal and external visitors regarding such information as: locations of buildings, local services and local amenity information

o Maintain confidentiality at all times

External-facing spaces (Customer meeting rooms, external lounges, or others where applicable)

o Prepare meeting rooms for our visitors and colleagues ensuring each room is clean and well maintained and in good working order

oCreate relationship and liaise with the service partner teams so meeting rooms and designated areas are kept clean, tidy and well maintained at all times.

oLiaise with the appropriate team (IT, communication, audio/video, etc.) ensuring that the technology within these rooms operates efficiently and without any problems.

oCompetent on all meeting room equipment and offer first fix assistance with IT/AV issues.

oAssist with meeting room booking requests, proactively identifying the best space for the required needs and wants and reassigning when required.

oAttention to detail when taking bookings, ensuring full details are collected from the host.

oLiaise with the hospitality / catering team for any food and refreshments requested by the host / client.

Customer Service & Communications

oOwnership of all interactions and queries, dealing with those that fall within Welcome Host responsibility until completion.

oSupport and assist colleagues within the workplace, demonstrating ownership of all interactions and queries.

o Aid in creation of an environment that establishes our client's workplace

as what others look to emulate

oProactive approach to office requirements and needs, anticipating future needs when the opportunity presents itself

oReceive and respond to all requests (verbal, email) or issues within one day of receipt.

oIdentify and priorities urgent requests, communicating with clients and Our Workplace team ensuring quick, efficient reaction and seamless service.

oListen and leverage information to understand what our clients and colleagues truly desire, empowered to escalate this feedback to develop our service.

oEnhance the sense of community between our colleagues by living our values and driving our culture.

o Ad hoc duties as required.

oAdaptable, open to change and passionate about innovation - a growth mindset.

oVisibly engaged and well known in the workplace; always looking for opportunities to develop relationships and elevate the colleague experience.

oFoster positive experiences that drive colleague engagement and improve the workplace service and experience

oWillingness and ability to complete tasks, including flexibly managing requests and prioritizing the most important ones

o Aim to bring the voice of our customers and clients into the workplace

o Always consider our service view from customers eyes

Administrative Duties

o Auditing and tracking of ongoing issues and concerns

o Proactive and reactive assignment to workplace requests and concerns

o Report creation of reoccurring issues or concerns for resolution

o Administer workplace policies (clean desk, appropriate use of space, etc.)

o Additional duties as assigned by Workplace Site/Experience Lead

o Meeting room booking and assistance

Hours of Operation

o Role is required for 40 hours per week

o 5 Days per week

o Business coverage requirements may change

o Overtime or extra shifts are dependent upon business levels

Candidate Qualifications: Experience

Excellent English Language is a MUST

o1 3 years prior experience in hospitality, tourism, events operations property management, or related profession

o Experience in a corporate environment is preferred, but not essential.

Skills

o A proactive can-do approach looking for opportunities to work smarter

o Excellent verbal and written English communication skills, ability to communicate professionally at all levels

o Strong interpersonal skills, engaging and highly collaborative

o Meticulous with strong organizational and time management skills

o Customer focused mentality with a passion for hospitality

o Reliable and professional demeanor

o Proficiency with Microsoft Office (Excel, Word, PowerPoint, Visio, and Outlook)

o Customer focused mentality with a passion for hospitality