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Job description

Working Hours

32.5 hours p/w, Monday - Friday, rotating shifts of 7am - 1:30 pm or 1:30pm to 7pm

Overall Purpose of Job

As we move into a new era of work life, experience is everything. Our Front of House Hosts are the first and last impression that people will have with our brand, and the brands of those we provide office space for. Therefore, it is essential that a positive, memorable experience is delivered to all those walking through our doors. The opportunities available to us connect and engage with our customers in new and exciting ways outside of the traditional receptionist duties make our roles more attractive to those with a passion for service running through them. Avison Young are seeking to create thriving spaces that welcome everybody; informal meetings, social meetings, networking, and relaxation spaces, and we want our Front of House Hosts to be the wow differentiator within them.

You will be responsible for ensuring every user of our buildings is provided with an exceptional experience. This could be provided within a variety of ways and locations; however this role will predominantly be based out within the lobby floor ready to receive, triage and support incoming customers.

You will own the space around you, demonstrating pride in its appearance. You will constantly seek and implement new ideas, initiatives, and facilities to create a community feel which provides encouragement to others to maximise use of the space. Where available, you will utilise technology to implement an efficient and effective check-in, support onward travel and provide an ongoing experience and community focused service solution, alongside your friendly, informative, and interactive delivery. We want you to push the boundaries of the possible as you seek to provide the best in class user experience, always finding the hidden opportunity to surprise and delight our customers.

Our values are inherent to the success of this role. They are more than just words; they are the DNA that drives our culture and define how our people and services exceed expectations. Along with our Behaviours Playbook, they are our ways of working together, delivering for others and our all-round ethos for life:

Powered by people

• We celebrate and embrace diversity
• We encourage individuality in service excellence
• We promote inclusivity in our actions

Putting people first in every choice we make

• We support local employment in all regions
• We provide a sense of belonging
• We treat people as THEY wish to be treated

Driven by shared success

• We collaborate with clients
• We work together to get it done
• Empowering people to achieve together

Creating positive impact

• Active listening and attention to find the hidden service opportunity
• Anticipating needs and delivering before asked
• Helping people to be productive, prosperous, and positive

Spaces and places that improve lives, and help businesses thrive

• Building communities that make a difference
• We impact the client journey at every stage
• We consider the lifetime partnership value vs single ‘transaction’ opportunity
• Creating moments that matter

Main Duties, Responsibilities & Accountabilities

• Provide a user focused service experience that is built on the foundations of exceeding expectations, making each and every visitor and employee feel important and valued
• Always demonstrate the behaviours set out in the ‘Behaviours Playbook’
• Welcome all users into the building in a warm, friendly, and efficient manner, supporting the onward journey where required
• Ensure you are knowledgeable about all occupiers within the building, and strive to build positive relationships with key contacts within each
• Liaise with occupier contacts to promote the benefits of available technology to pre-book visitors, and assist with tailored pre-arrival confirmation information and pre-arrival guest services as required
• Support efficient check-in of visitors, utilising technology where possible to ensure efficient and cost-effective solutions are promoted
• Ensure quick communication of visitor arrivals is achieved where automated options are not utilised
• Continuously drive relationships and connectivity with all building users to better understand their views on changing needs and requirements of the service delivery, keeping aware of service trends and seeking solutions to introduce them into the everyday service
• Utilise technology to drive communication and community within your space
• Use autonomy given to take ownership of the welcome spaces, taking pride in appearance, and regularly reviewing innovative opportunity the space can accommodate
• Champion a ‘One Team’ approach with other service providers to ensure the service is seamless in appearance to the user
• Build and maintain a current, working knowledge of all FOH policies, procedures, systems and tools in order to provide building users with information as required
• View all challenges and complaints as an opportunity; seek to resolve the situation in a way that excels expectations, ensuring to escalate to your line manager where required
• Be an advocate for change, motivating and supporting others with the introduction of new initiatives
• Continuously seek and action feedback on service delivery and opportunity
• Network with your FOH colleagues around the UK, building relationships and supporting each other
• Take an active role in training and supporting new FOH colleagues through their induction period
• Attend training courses as required, actively seeking to introduce learnings into everyday service
• Take charge of your own development, actively contributing to appraisals and seeking training opportunity
• Ensure Health and Safety requirements within your remit are monitored, escalating where appropriate ensuring that you do not endanger yourself or others in your working environment
• Control and manage access in and out of the building and around the externals of the property, also performing a security and monitoring function
• Provide a level of security support for the property including thorough building inspections and patrols twice daily to ensure all is in order
• Manage and monitor the CCTV system including maintaining records of key footage where appropriate and issuing to the authorities in-line with company policy
• Answer all inbound call for the site in a timely manner and redirect as necessary
• Establish and maintain excellent relationships with tenants in the building, particularly their respective Office Managers and FM contacts
• Record and maintain an occupier contact list for the building
• Act as a liaison between the Senior FM, GVA Surveyor and the tenants
• Monitor the standards of cleanliness throughout the common parts and reception area and inform the appointed cleaning contractor should be standards are not met
• Monitor the serviceability of the common parts and report defects or repairs and report them in a timely manner to Avison Young service desk and Facilities Manager
• Maintain up to date records detailing alarm codes, occupier emergency contacts and key holder contact numbers for the property and each occupier
• Liaise with each occupier concerning special cover requirements for services during nonstandard business hours
• Respond to emergency situations as necessary and act as Incident Controller in an emergency at the site
• Assist the Facilities Manager to manage and co-ordinate the health and safety of contractors for and on behalf of the landlord, common parts and occupier fit outs
• Support in managing the service charge budget, continually reviewing all factors affecting the operation and cost
• To ensure that the necessary internal site quality audits are undertaken and provide a detailed action plan to manage any non-compliance
• Ensure you deliver any elements of the contractual KPI’s for our service delivery which fall within your remit
• To ensure all site related risk assessments and method statement are continually monitored, reviewed and updated as necessary
• Review accident statistics and proactively promote safe working practices
• Support business continuity planning and management
• Undertake any other reasonable duties as required by the Senior FM to meet the needs of the business
• Develop and maintain a proactive customer facing role, encompassing all service desk functions and requests, ensuring customer expectations are met or exceeded
• Supervise contractors working onsite and ensure that fire exits are not blocked and with goods, or fail to adhere to health and safety procedures and practices for the property
• Ensure compliance (zero tolerance policy) with all Avison Young policies, including but not limited to; GDPR, Bribery, Bullying and Harassment, and unconscious bias.
• To portray yourself as an Ambassador for Avison Young at all times

This job description is not intended to be a complete list of all tasks. Your day-to-day workstreams will include tasks not listed above and it is expected that you will demonstrate a positive, ‘can do’ approach to any other reasonable duties requested of you. It is a live document and will be reviewed and reissued as appropriate in line with any changes to our service requirements.

Person Specifications

• Exudes passion for service delivery in their character
• Has a proactive, motivated, good natured personality
• Always communicates in a positive tone
• Possesses a very customer focused manner, confident in delivering exceptional services in all circumstances and environments
• Has a passion for technology and opportunity to utilise within service delivery environment
• Thrives in an environment where providing solutions is key to success, demonstrating creativity to problem solving
• Is a change advocate
• Forward thinking, and wants to continuously develop the service and themselves
• Excellent attention to detail – always seeking to find the hidden opportunity to wow
• Team player, supports all colleagues to achieve with a ‘One Team’ focus
• Maintains pride in personal appearance, following any guidelines set by the company
• Ability to react quickly, and prioritise needs in a fast-paced environment

Desired Knowledge, Skills and Experience

• Previous experience within a service delivery environment similar to hotels, airlines etc and confidence to demonstrate at interview
• Previous experience and comfort working with technology in service delivery, and possessing the ability to adapt to new technology as it is launched and confidence to demonstrate at interview
• Ability to demonstrate understanding of, and previous experience of delivering, exceptional service at interview
• Confident communicator
• Competent user of Microsoft Office suite
• Fluent written and spoken English
• This is not a ‘desk-only’ based role; you will be expected to be present and mobile within the Lobby area for parts of the day

Job Types: Full-time, Part-time
Part-time hours: 32.5 per week

Benefits:

• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Profit sharing
• Referral programme

Schedule:

• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus scheme

Experience:

• customer service/service delivery: 1 year (required)

Work Location: In person