Operational Delivery
- Review visitors and pre-booked client arrivals for the day.
- Support the meet and greet functions for arriving clients.
- Ensure special arrivals and meeting room requirements are met.
- Welcome and brief clients and visitors about amenities, areas and venues.
- Assist with confirming travel arrangements, taking messages, restaurant reservations, etc.
- Assist with meeting room technical requirements.
- Report client complaints to the Helpdesk and assist to timeously resolve.
- Refer escalated complaints to the manager.
- Report any building maintenance to the Helpdesk daily.
- Ensure compliance with health and quality standards.
- Ensure all meeting rooms are set up as required by the client.
- Do daily inspections to ensure that all meeting rooms are reset and adhere to the minimum acceptability standards of EY.
- Test all in room equipment prior to occupancy.
- Ensure food and beverage standards are always met within each meeting room.
- Ensure that all white boards are cleaned, white board markers are working well and that an eraser is available.
- Assist in managing meetings via room management panels, 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 maintenance and cleaning issues.
- Report and hand in any lost property found in meeting rooms to security.
- Ensure that all bookings for your floor are noted and planned at least 48 hours prior to the meeting.
- Work within 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.
- Keep up to date with business developments and strategic objectives within the environment.
- Recommend general changes and about 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 escalated queries timeously.
- Manage conflict and escalate situations timeously.
- Maintain a Gold-Key standard on service delivery and customer interaction.
- Update and maintain all checklists in meeting rooms.
- Daily log reports of visitor interactions, time in office and improvement factors.
- 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 ones own performance.
- Promote TFSs & EY image and corporate citizenry through deliberate and co-ordinated activities.
- Adhere to the TFSs Safety, Health, Environmental and Quality (SHEQ) Management Systems Policies & Procedures as applicable to this position.
- Ensure TFS ethical values are adhered to
- MS Office Suite
- Knowledge of equipment, materials and suppliers used in facilities management.
- Proven experience as a Hotel Concierge or Receptionist or Gaming Host
- Familiarity with hospitality industry standards
- Proficiency in English; knowledge of additional languages is advantageous
- Effective communication skills
- Excellent organizational and time-management skills
- Hospitality and customer centric focus
- Grade 12 (non-negotiable)
- Computer literacy
- Well spoken and written English language
- Hospitality certificate/diploma would be advantageous
- 2-3 years front of house hotel and/or customer service experience
