Front of House Facilities Assistant Part time

Job Description

Main duties

Facilities Support / Contractor Management

· Setting up and managing database of approved contractors

· Reviewing and booking routine maintenance according to schedule, plus filing of maintenance records and asset register to be updated as required

· Book, record and track all building repairs / small works jobs

· Management of contractors on site – Booking in at reception, escorting, permit writing, etc.

FOH / Admin Support

  • Call answering, organising refreshments for meetings, and making travel arrangements
  • Ordering and management of stationery and kitchen supplies
  • Assisting with fire alarm tests and other facilities checks, such as regular checks of first aid kits and weekly flushing of showers / little used outlets
  • Update QHSE notice boards and presentations, take minutes for QHSE meetings, and collate waste and facility data for entry into MIS
  • Job objectives and responsibilities

    To manage and deliver an exceptional customer experience for all internal and external clients visiting multi-tenanted corporate facilities, ensuring that all activity with yourself and team members delivered is of the highest standard.

    Service excellence:

    · Responsible for understanding, following and driving company standards amongst team (i.e. Standard operating procedures).

    · Responsible for challenging when service excellence delivery falls below SLA / SOP / KPI

    · Being innovative with service in line with Client needs

    · Informed knowledge of the contractual KPIs & SLAs and maintenance of contract

    · Using pre-booking systems and support integration of technology into Client business

    · Acting as a Fire Marshall and liasing with Client on evacuation and facilities procedues for site.

    · Acting as point of contact between Clients

    · Acting as a representative for amentities space and encouraging growth and success of Client space

    Engagement, culture & communication:

    · Responsible for ensuring all team members are behaving in line with One Code.

    · Responsible for attending / participating in monthly team meetings, briefings & internal communications on site

    · Informed knowledge of all company- wide engagement and communications initiatives

    · Manage Tenant Loyalty Scheme and encourage team members to do so too

    · Hosting pop- ups and working with third parties to offer to client on site

    Client relationships:

    · Accountable for positive client perception and covering all aspects of corporate Front of House

    · Managaging contract on Client site and supporting Client ethos

    · Informed knowledge of key stakeholders on the account

    · Informed knowledge of the client values and objectives

    · Informed knowledge of contribution towards client retention

    · Work with wider Building Management teams: Security, Maintenance, Cleaning Operatives

    Finance & Commercial Awareness:

    · Responsible for completing monthly timesheet or equivalent and following expenses procedures

    · Booking agency cover and maintaining relationship with temporary agency company

    · Responsible for caring for any company property provided

    · Informed knowledge of the impact of behaviour on the finances of the contract

    · Informed knowledge of company USP

    People & productivity:

    · Managing Reception team and ensuring standards across team members

    · Ensuring team members are empowered and succession plans are actioned

    · Conducting appraisals for team members

    · Responsible for actioning team absences and disciplinary procedures

    · Responsible for personal performance including delivery of agreed personal objectives

    · Manage Amenitiy space within the building and help support growth of those running the space

    · Hosting tours on behalf of landlords to advertise and promote space

    · Informed knowledge of HR procedures and expectations outlined in employee handbook

    Business development:

    · Informed knowledge of how to raise ideas to grow the contract/expand or enhance service; Informed knowledge of all service offerings;

    · Informed knowledge of Link scheme including how to identify business development opportunities

    · Informed knowledge of all Signature service offerings and other outsourced service lines on site

    QHSE and wellbeing:

    · Accountable for reporting any near misses, dangerous occurrences or incidents immediately

    · Keeping documentation accessible for team members for reference where possible

    · Responsible for working in a safe manner at all times and in line with any SOP's and QHSE folder

    · Responsible for challenging any behaviours that fall short of expectations and as outlined in the Mitie QHSE policy

    · Communicate to HR and Line Manager to ensuring wider business is aware of site changes

    · Informed knowledge of the Mitie Health & Safety values, detailed in the your well-being handbook

    · Recruitment, onboarding and induction of new team members

    · Reports and statistics to be sent to Client monthly and reviewing patterns of business; acting when business requires

    Strategy: innovation, change & project management:

    · Informed knowledge of contract innovations and overall contract and business strategy

    · Informed knowledge of upcoming projects and relevant changes to role

    · Integration of technology into the business

    · Innovative ways of thinking specific to Client and Site


    Person Specification

  • Flexibility with working hours
  • Strong professional image
  • Ability to remain calm and composed under pressure
  • Customer focused – always putting the Customer at the forefront of everything you do.
  • Ability to communicate effectively with Customers and personnel at all levels of the Organisation
  • Interpersonal Savvy
  • Cultural Awareness
  • General Business Awareness
  • Organisational and Time Management Skills
  • Hospitality experience
  • Customer orientated approach with a high attention to detail
  • Knowledge and operational experience of Microsoft Office software
  • Desire to continually improve and self-develop
  • SIA Licenced (preferable- training will be provided)
  • A clear understanding of Health & Safety practices, IOSH MANAGING SAFELY– PREFERABLE
  • Applicant to undergo security vetting procedure
  • Passionate about exceptional customer service.
  • Experienced in Front of House/ Facilities ideally gained within a corporate or 5 Star hotel environment.
  • Confidently able to manage emergency situations and make decisions as required.
  • Strong team player with a commitment to support their colleagues.
  • Excellent written and oral communication skills.
  • An understanding of Audio Visual and IT systems and the ability to explain this accurately to customers
  • To be able to move heavy / bulky items
  • Additional Information

    It’s the little things that count -

    On top of the usual rewards you'd expect to see from a large company, such as - holidays, pension, childcare vouchers and cycle to work schemes, we also provide many extra benefits to enhance our people's well-being and enjoyment at work.

    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.

    For all internal applicants, please note Terms and Conditions are non-transferable

    • Location

      East Grinstead

    • Sector:

      Administration & Secretarial

    • Job ref:


    • Published:

      17 days ago

    • Expiry date:


    • Client: