Front Office Executive

Job profile:

Qualification: Prefer BHM/Bachelors Degree

Industry Type: FM Services, Hotel

Overall Experience: 4-6 years

Industry Experience: 4-5 years

Technical Skills: Computer knowledge

Generic Skills: Verbal/written communication skills, Vendor/people

management, planning, ability to prioritize / organize

Behaviors: Team work, learning attitude, handle multiple tasks & positive

Thinking

Job Aim:

The Lobby Manager 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