Front Office Executive

Job Description

Job Aim: The FOE is responsible for directing and administering the operational efforts of the Front office. This individual ensures that established policies and procedures are followed, oversees provision of a full range of services to visitors and employees, who are promptly and professionally served. Competencies: Excellent communication skills. Strong customer service drive. Pro - active problem-solving skills. Exceeding customer satisfaction Excellent time management/ Able to work flexible hours Quick learner and ability to motivate self & others Proven working experience as a lobby manager/ FM industry. Confidently able to present to clients. Hands-on experience in using visitor management software and MS office. Strong team player within a customer service team environment. Providing flawless, upscale, professional service Adaptable, composed, flexible with strong Mental Resilience Responsibilities: Key Operations delivery Manage the Front Office in most professional manner, directing and coaching staff to ensure pleasant experience to all visitors. Greet VIP clients/visitors on arrival at front office and as directed, perform special services for VIP Guests/client. Provide safety briefing and assist in VIPs arrival/departure in absence of guest relation officers. Assist in sending clients/visitors messages or faxes and self-check-in. Assisting with special needs for visitors with disabilities. Having prior information of arriving clients/visitors and ensure all necessary arrangements are done as per requirement, follow up in case guests are not picked up from hotel. Co-ordinate with night shift front office executive to ensure details of large parties are received and badges are ready for allocation on arrival Handling client/visitors/sponsors complaints/ feedbacks and other related problems and communicate to next level or as per escalation matrix. Ensure welcome PPT is updated & displayed for the client visits and all the equipments are in working condition Ensure all relevant communication is updated and displayed at all times , at the Front office, as per the guidelines given by SDL. Check cleanliness of lobby, lifts and public areas, lights and as well as front office staff in proper grooming and behavior. Ensure all equipment and hardware at the Front Office is working and there is zero downtime. Escalate to next level as necessary for rectification. Operates the front office computer system to assist front office attendants Aid in general administrative activities and to Helpdesk as required . Ensure FOE handles all incoming and outgoing calls in professional & polite manner. Co-ordinates with all departments to address the all the concerns/event management/flower arrangements to maintain Front Office functions properly. Ensure Accenture specific processes/manual is followed Manage/track amount collected for temporary badges. Ensure compliance of regulations/requirements of JLL management. Participate in Emergency Evacuation procedures including crisis management and business continuity. Develop the necessary policies and procedures required for all functions within the scope of Front Office. Responsible for ensuring availability of safety and Accenture directory signage. Preparation of all required reports/participation in internal/external audits. Ensure training of front office /GRE staff as per relevant training calendars To discuss all matters that needed to follow up with the next shift front office executive approving and managing the roster Govern overall performance of Front office executive & Guest relation executive as per defined