Job Title

Front of House Reception Officer

Job Description Summary

Our Front of House team members are expected to represent Cushman & Wakefield and deliver a genuine and personalized service to all our Occupiers and Guests. As a C&W Front of House representative, you should provide a warm and welcoming customer experience to Occupiers and Guests, offering assistance where required and ensuring a value-add service is provided. You should be able to perform in a fast-paced environment and manage challenging situations intelligently by offering appropriate resolutions. Front of House Reception Officers will also support the BM/FM in delivering a legally compliant, safe and customer focused environment.

Job Description

Core Responsibilities:

Welcome all Occupiers & Guests to ensure their arrival and departure experience is genuine, friendly and efficientDeliver exceptional and memorable Front of House experiences by providing 5-star serviceMonitor/assist with fire panel activations and incident isolations, fire evacuations and monthly fire drillsMonitor CCTV feed to prevent unauthorized access to the premises, identify security incidents and ensure any suspicious activity is promptly reported and escalatedMonitor intruder alarms and report any activation of the alarm. Escalate issue to FM or Security team and assist in dealing with the situation if neededMonitor and challenge suspicious behaviourCarrying out routine checks on the defibrillator equipment, team radios, assist with weekly lift alarms testsCarry out property patrols and report any maintenance issuesEnsure all calls (internal & external) are answered, transferred/forwarded promptly and professionally; record any messages accuratelyDeal with any queries from Occupiers/Guests and offer assistanceEnsure to monitor, action and process any emails on the company email accountAttend any trainings as highlighted by your line managerAttend regular One to One Meetings with the Front of House Regional ManagerMaintain and submit daily/monthly Site reports as specified for your respective site by the Front of House ManagerLiaise/Induct Building contractors and issues and or/work being carried out within the buildingReport any relevant information and issues to Front of House Regional Manager and designated Facilities Management teamObtain knowledge about your local area and proactively offer the information to Occupiers/Guests and team membersEnsure that all temporary and flexible contracted team members have been trained to Cushman and Wakefield Front of House standards and specificationsCreate rapports with Occupiers/Guests and maintain excellent professional relationships Understand and strictly adhere to Cushman & Wakefield procedures and protocols of the building with regards Health & Safety, security measures and building access controlUnderstand and strictly adhere to the Front of House departmental procedures and practicesEnsure that all Front of House areas are well presented, clean and tidy at all timesLog any Building Faults/Issues with the Cushman & Wakefield Helpdesk, also report them to the Front of House Manager and Facilities Management teamCarry out any administrative tasks assigned including CAFM and financial data managementCategorizing post/couriers and delivering to Occupiers/Guests where neededFirmly abide by the company grooming standards and etiquettes guidelines Ensure all Visitors/Guests are signed in as specified by the Property proceduresEnsure lobby presence is maintained, and entrance doors are covered at all timesProvide information, directions/escort Occupiers, Guests to their desired locationsAssist Occupiers and Guests with access barriers and access requirementsThrough regular patrols ensure any suspicious individuals/incidents are promptly identified and managed, also report any unusual activity to Front of House Manager, Facilities Management teamAssist Occupiers/Guests with Concierge services like restaurant reservations & recommendations, transportation arrangements, dry cleaning pick up and drop offProvide support to the C&W Building Manager/FM team & assistance in their absence

Core Knowledge & Experience:

Previous Front of House/ Security experience necessaryExperience of handling challenging situationsExperience of delivering exceptional Guest servicesHospitality experience

Skills & Personal Qualities:

Ambassador for the Cushman & Wakefield brandDeliver exceptional first impressionsHighly committed and passionate to deliver excellent service and drive for Occupier/Guest satisfactionComfortable in a front facing roleExcellent attention to detailCreate and maintain positive rapports and professional relationships with Occupiers/GuestsDemonstrate commercial awareness within the context of their roleCalm, pleasing, friendly and open personalityAbility to MultitaskGood I.T skillsWorking as part of a teamCommunicationPlanning and organizationFlexibility and adaptabilityTime keeping

Qualifications

Recognised IT certificateSIA LicenseCCTV license (if applicable)

INCO: “Cushman & Wakefield”