Duties & Responsibilities Operational Delivery • Review visitor and client arrivals for the day • Attend to special arrival and meeting room requirements • Provide information about amenities, area and venues • Anticipate client needs and build rapport with clients • Offer 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 resolution • Escalate unresolved complaints to the Manager when necessary • Report any building maintenance to the TFS call centre daily. • Ensure compliance with health and quality standards • Ensure 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 over flowing 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 is noted and planned at least 48 hours prior to the meeting. Customer Focus • Work with teams to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime value • Interact with client to provide and process information in response to inquiries, concerns and requests about products and services • Conduct client satisfaction surveys to ensure clients are satisfied with the products and services • Keep up to date with business objectives within the environment • Provide advice on general changes and compliance within the workplace management framework when required • Work with processes and procedures in such a way that operational efficiencies and performance are enhanced • Attend to and resolve all customer queries timeously or escalate when necessary • Follow up and follow through on all queries timeously • Manage conflict Reporting • Prepare all weekly/monthly reporting within set timeframes for submission to your manager • Update and maintain all relevant records • Compile and prepare stats as and when required by your manager Code Of Conduct • Undertake 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 Competencies • MS Office Suite • Knowledge of equipment, materials and suppliers used in facilities management. • Proven experience as a Concierge • Familiarity with hospitality industry standards • Proficiency in English; knowledge of additional languages is a plus • Computer literacy • A customer-oriented and professional attitude • An outgoing personality • Outstanding communication abilities • Excellent organizational and time-management skills • Hospitality and customer centric focus. Qualifications • Grade 12 (non-negotiable) • Computer literacy • 2-3 years frontline hotel/customer service experience • Minimum 3 years’ experience as a Receptionist in a hospitality environment
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