Duties & Responsibilities

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.

Customer Focus:

• 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.

Reporting:

• Update and maintain all checklists in meeting rooms.
• Daily log reports of visitor interactions, time in office and improvement factors.

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 & EY 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 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

Qualifications

• 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