Concierge Officer

TITLE

Concierge Officer

POSITION OBJECTIVES

To provide excellent customer service at a premium Grade A Office Tower

Duties & Responsibilities

Customer Service:

• Greet and welcome visitors, tenants, and employees in a courteous and professional manner.
• Assist with inquiries, provide information on building facilities, services, and amenities.
• Manage access control systems, ensuring only authorized individuals enter the building.
  
  

Tenant and Visitor Assistance:

• Effectively handle a wide range of concierge requests and enquiries
• Assist with issuing building access cards, parking permits, or other necessary documents.
  
  

Administrative Support:

• Receive and distribute mail, packages, and deliveries promptly.
• Maintain accurate visitor logs, tenant directories, and contact information.
• Coordinate with building management and maintenance teams for repairs, cleaning, or other required services.
• Manage helpdesk portal/ app and emails.
  
  

Security and Safety:

• Monitor security system such as access control systems and visitor management systems to ensure the building's security.
• Respond to emergency situations promptly, following established protocols and procedures.
• Report security incidents, suspicious activities, or safety hazards to management team.
  
  

Communication and Professionalism:

• Maintain effective communication with tenants, employees, contractors, and other stakeholders via phone, email, and in-person interactions.
• Provide clear and concise information on building policies, procedures, and regulations.
• Handle sensitive information and maintain confidentiality.
  
  

Performance Indicators:

• Successful completion of scheduled activities.
• Achieve KPIs.
• Ensure that a high level of professionalism and customer service are always maintained.
• Client and tenant's customer satisfaction.
• Meet standards and audit requirements.
  
  

Knowledge/Experience:

• Diploma or equivalent. Additional education or certifications in hospitality management, customer service, or related fields are desirable.
• Previous experience in a customer service or hospitality role is preferred, or previous experience in premium office environment.
• Excellent interpersonal and communication skills, both verbal and written.
• Strong organizational and multitasking abilities to manage multiple requests and priorities efficiently.
• Proficiency in computer systems, building portal, app, email, and other standard office tools.
• Ability to adapt to a fast-paced and dynamic environment.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Security awareness and familiarity with emergency protocols.
  
  

Attributes/Behaviours:

• Professionalism and confidentiality: A concierge officer must maintain a high level of professionalism and exercise discretion and confidentiality when dealing with sensitive client information or requests.
• Adaptability and flexibility: The ability to adapt to changing situations and work under pressure is essential, as concierge officers often face unexpected challenges or last-minute requests.