Duties & ResponsibilitiesOperational DeliveryReview visitor and client arrivals for the dayAttend to special arrival and meeting room requirementsProvide information about amenities, area and venuesAnticipate client needs and build rapport with clientsOffer assistance with certain tasks (e.g. confirming travel arrangements, taking messages, restaurant reservations, etc)Offer assistance with meeting room technical requirements.Report client feedback to the Helpdesk and revert to clients and visitors with resolutionEscalate unresolved complaints to the Manager when necessaryReport any building maintenance to the TFS call centre daily.Ensure compliance with health and quality standardsEnsure all meeting rooms are set up as required by the client.Conduct daily inspections to ensure that all chairs are in place, meeting room is clean and cables are tidy.Test AC and VC equipment prior to use.Ensure water jugs are refreshed regularly throughout the day and that clean glasses are available at all times.Ensure that all white boards are cleaned, white board markers are working well and that an eraser is available.Sign Condeco panels in and out as and when required.Ensure that rooms are cleared and tidied after each meeting.Ensure that tables are cleared and chairs are aligned after each meeting.Report overflowing dustbins and cleaning issues to the cleaning team on duty in your area.Report and hand in any lost property found in meeting rooms to security.Ensure that all bookings for your floor are noted and planned at least 48 hours prior to the meeting.Customer FocusWork with teams to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime valueInteract with clients to provide and process information in response to inquiries, concerns and requests about products and servicesConduct client satisfaction surveys to ensure clients are satisfied with the products and servicesKeep up to date with business objectives within the environmentProvide advice on general changes and compliance within the workplace management framework when requiredWork with processes and procedures in such a way that operational efficiencies and performance are enhancedAttend to and resolve all customer queries timeously or escalate when necessaryFollow up and follow through on all queries timeouslyManage conflictReportingPrepare all weekly/monthly reporting within set timeframes for submission to your managerUpdate and maintain all relevant recordsCompile and prepare stats as and when required by your managerCode Of ConductUndertake such other responsibilities as directed by Management that will drive sustainability.Work in a flexible way when the occasion arises so that tasks, which are not specifically covered in the job description, are undertaken.Take responsibility for one's own performance.Promote TFS's image and corporate citizenry through deliberate and co-ordinated activities.Adhere to the TFS's Safety, Health, Environmental and Quality (SHEQ) Management System's Policies & Procedures as applicable to this position.Ensure TFS ethical values are adhered to.Skills and CompetenciesMS Office SuiteKnowledge of equipment, materials and suppliers used in facilities management.Proven experience as a ConciergeFamiliarity with hospitality industry standardsProficiency in English; knowledge of additional languages is a plusComputer literacyA customer-oriented and professional attitudeAn outgoing personalityOutstanding communication abilitiesExcellent organizational and time-management skillsHospitality and customer-centric focus.QualificationsGrade 12 (non-negotiable)Computer literacy2-3 years frontline hotel/customer service experienceMinimum 3 years' experience as a Receptionist in a hospitality environment
#J-18808-Ljbffr
