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 serviceEnsure 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, and escort Occupiers and Guests to their desired locationsAssist Occupiers and Guests with access barriers and access requirementsDeal with any queries from Occupiers/Guests and offer assistanceCreate rapport with Occupiers/Guests and maintain excellent professional relationshipsAssist Occupiers/Guests with concierge services including restaurant reservations and recommendations, transportation arrangements, and dry cleaning pick‑up and drop‑offEnsure that all Front of House areas are well presented, clean and tidy at all timesFirmly abide by the company grooming standards and etiquette guidelinesObtain knowledge about the local area and proactively offer information to Occupiers/Guests and team membersEnsure all calls (internal & external) are answered, transferred/forwarded promptly and professionally; record any messages accuratelyEnsure 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 specifiedLiaise with and induct building contractors regarding issues and/or work being carried out within the buildingLog any building faults/issues with the Cushman & Wakefield Helpdesk and report them to the Front of House Manager and Facilities Management teamCarry out property patrols and report any maintenance issuesCategorise post/couriers and deliver to Occupiers/Guests where neededCarry out administrative tasks including CAFM and financial data managementAssist the C&W Building Manager/FM team and provide support in their absenceEnsure temporary and flexible contracted team members are trained to Cushman & Wakefield Front of House standardsUnderstand and strictly adhere to Cushman & Wakefield procedures and building protocols regarding Health & Safety, security measures and building access controlUnderstand and strictly adhere to Front of House departmental procedures and practicesCarry out routine checks on defibrillator equipment, team radios, and assist with weekly lift alarm testsMonitor/assist with fire panel activations, incident isolations, fire evacuations and monthly fire drillsMonitor CCTV feed to prevent unauthorized access to the premises, identify security incidents and escalate suspicious activityMonitor intruder alarms and report any activations; escalate to FM or the Security team and assist where neededMonitor and challenge suspicious behaviourThrough regular patrols ensure suspicious individuals/incidents are promptly identified and managed, and report any unusual activity to the Front of House Manager and Facilities Management team

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”