Primary Role Objective:
To ensure & maintain high standards in soft services, including visitor management, housekeeping, horticulture, and complaint handling, while supporting sustainability initiatives aligned with WELL Health-Safety Rating and IGBC Platinum certification.
Key Responsibility Areas (KRAs):
1. Visitor and Access Management:
- Manage the digital Visitor Management System (VMS) for pre-registration, access control, and data security.
- Issue visitor passes and coordinate with tenants for approvals.
- Operations and control of the online tool for the building access system, VMS and other services.
- Onboarding of occupants on access tool and support to team in managing/accessing the tool.
- Ensure security protocols followed and escalated where necessary.
2. Front Desk Operations:
- Act as the first point of contact for visitors and occupants with a professional and service-oriented approach.
- Manage incoming calls, messages, and inquiries efficiently.
- Maintain the front desk area and ensure it reflects a high standard of cleanliness and professionalism.
3. Coordination with Occupants:
- Act as a communication bridge between occupants and building management.
- Update tenants on upcoming events, changes in any services and visitor access procedures.
- Capture and act on feedback to improve service levels.
- Prepare and share monthly newsletters to all key stakeholders of occupants for the asset updates/relevant useful information.
4. Complaint Management within TAT:
- Log and track complaints related to front desk, access, housekeeping, and soft services.
- Ensure resolution within defined Turnaround Time (TAT).
- Escalate critical or repeated issues to senior management.
- Maintain reports for analysis and performance reviews.
- Fortnightly/monthly audits of lift lobbies capturing soft services and other EHS aspects.
5. Staff Briefing & Soft Skills Training:
- Conduct daily huddles with lobby, housekeeping staff and others.
- Professional etiquette and grooming.
- Safe chemical handling and use of sustainable products.
- Emergency procedures and customer service excellence.
- Encourage cross-training to improve team flexibility and capability.
6. Upkeep of reception area:
- Oversee the aesthetic and health of indoor plants.
- Schedule routine maintenance and seasonal refreshes with horticulture vendors.
- Regular polishing of the floors and claddings, cleaning of upholstery and assets kept in reception area.
7. Housekeeping Material/ Sustainable Chemicals:
- Ensure only eco-friendly, low-VOC (Volatile Organic Compounds), and biodegradable chemicals are used.
- Select materials that are certified by recognized eco-labels (e.g., Green Seal, EcoLogo, Safer Choice).
- Avoid products containing harmful ingredients such as chlorine, ammonia, or phthalates.
- Ensure compliance with WELL HSR, IGBC, and local health/environmental regulations.
- Record usage for sustainability audits and periodic reviews.
8. Housekeeping & Soft Services WELL HSR / IGBC Platinum
- Align and support the HK manager, preparing SOP s and scheduling work with WELL and IGBC hygiene, wellness, and environmental standards.
- Monitor indoor air quality and odor control in lobby/common areas.
- Conduct regular inspections and quality audits.
9. Event Support & Coordination (Retail):
- Assist the Retail Manager in organizing and executing retail events and promotions.
- Coordinate logistics, materials, and communication for events.
- Provide on-ground support during events.
- Liaise with vendors and participants as needed.
10. Upkeep of I street (Retail space):
- Ensure the retail area is clean, well-lit, and presentable at all times.
- Coordinate with housekeeping and maintenance for any issue in the retail zone.
- Support the Retail Manager in ensuring a positive customer and retailer experience.
- Act as the eyes and ears on ground for any repairs, breakdowns, or tenant concerns.
11. Footfall Report & Retail Sales Coordination:
- Collect monthly sales reports from all individual retailers on or before deadline.
- Prepare a consolidated Footfall & Sales Performance Report for I Street.
- Follow up with retailers who delay or miss submission.
- Maintain a record of all submissions for audit or reference purposes.
- Share data with the Retail Manager for reviews and decision-making.
Location:
On-site Gurugram, HR
