Job objectives and responsibilities - WEEKENDS ONLY

The ultimate goal of the guard is to protect the customer's property, people and/or assets by providing security services in direct accordance with the site's published Assignment Instructions (AI's) and any subsequent changes To exceed expectations and create a memorable 5* experience for all building users (visitors and colleagues) by providing a hotel style experience Work as one with the other Ambassador roles, ensuring seamless customer service delivery Meet and greet all visitors and colleagues as they arrive/depart/pass through reception areas and other colleague facing touchpoints, ensuring they receive exceptional service Proactively manage queues and support the arrival/departure process, working with the wider team to make the experience as efficient as possible Support the facilities manager, FOH and Security leadership team to deliver contractual service requirements, ensuring process compliance Monitor physical standards of lobby/other areas: liaising with housekeeping, catering, porterage, and all relevant departments to ensure that it is set to agreed standards at all times

 

Main duties

Conduct oneself in a professional manner at all times, adhering to established standards of conduct, fire regulations, and department procedures and policies Conduct visitor arrival/departure check-in and check-out by managing and issuing access, according to agreed visitor and contractor access processes Support the facilities manager, and FOH leadership team to deliver contractual service requirements, ensuring process compliance To be aware of and ensure compliance with all aspects of policies and relevant legal and regulatory requirements as directed by the Security Site Manager\Supervisor and in accordance with UK Law and Guidance bodies. Fully and satisfactorily complete all of the tasks and duties on site as defined within the published Assignment Instructions (AI's). Proactively refer to and review the published Assignment Instructions, thus familiarising oneself with any changes in order to suggest additional amendments that will improve or enhance the current level of service. To be compliant with Industry and Statutory Legislation (you are required to obtain\hold a front-line licence in either Security Guarding or Door Supervision), which must be worn at all times whilst carrying out your duties. Comply with legal obligations and safety requirements of the role Follow instructions and procedures appropriately Gatehouse\loading bay duties including drafting incident reports, access & egress to the site(s), patrolling, front line customer services, contractor inductions, this list is not exhausted Deliver results that meet and / or exceed the key performance indicators / Service Level Agreement for the customer through full responsibility and accountability, providing a service that aids in the retention of the contract Ensure communication and follow-up on any problems or escalations Learn, know and be able to provide visitors and colleagues with information on city maps and directories, restaurants and pubs, shops, in-house services and daily functions, cultural activities, religious activities, sporting events, entertainment activities, special attractions, doctors, medical centres, transportation options etc Provide ad hoc cover and support to other work areas, such as:  Porterage, Reception Interact with colleagues and visitors, and effectively deal with basic glitches, and inform the FOH/Security Lead and/or Facilities Manager Be the face of the facilities team by providing tangible service that is visible and easily accessible To be the first point of contact for visitors and colleagues who are attending site or working within the building, and addressing any safety issues or concerns they raise Triage queries received in person, email and online, responding in a timely manner or referring them to the right team or self service channels Utilise a “hands on” approach whilst ensuring the service delivery is at the required standard Respond to and manage First Aid or Security incidents Lost property management Provide wayfinding guidance and escort guests/contractors from lobby touchpoints to their area of work To actively build relationships with other workstreams and partners, to ensure we are operating as OneMitie Work across different areas, such as a Lobby or Loading Bay, and be fully versed as to the service requirements of each area Deputise in the absence of your Manager or similar supervisory position

Person Specification

1 to 2 years' of comparable experience in high end hotels, modern workplaces, or tourism and hospitality Essential to possess innovative qualities and highly capable of taking an active lead role within a dynamic team Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence Immaculate grooming, personal presentation and sense of style 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 Core skills required:  Attention to detail, critical thinking, decisiveness, adaptability, initiative, safety awareness, customer service, prioritisation, personal organisation

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;