Concierge

1. Front Desk & Reception Duties

• Greet visitors, tenants, shoppers & guests in a warm, professional & courteous manner.
• Provide accurate & timely information on stores, offices, facilities, amenities, services & directions within the building.
• Manage visitor registration, maintain visitor logs & issue visitor passes in accordance with building access procedures.
• Attend to incoming calls, enquiries, requests & direct them to the appropriate departments or personnel.
• Maintain a neat, organised & professional front desk area at all times.
• Perform HQ reception duties when no site coverage is required.

2. Customer Service & Tenant Support

• Assist visitors, tenants & shoppers with directions, general enquiries & service-related requests.
• Handle feedback, complaints or concerns in a calm, professional manner & escalate matters when necessary.
• Liaise with maintenance, housekeeping, security & management teams to support tenant & visitor requests.
• Provide assistance during peak periods, events, tenant activities or promotional campaigns.
• Manage lost & found records, documentation, safekeeping & claims in accordance with building procedures.

3. Roving, Relief Coverage & Operational Support

• Provide relief coverage for concierge officers at assigned office buildings, malls or other deployment locations during off days, medical leave, hospitalisation leave, annual leave, training or other manpower shortages.
• Be prepared for deployment to different sites based on operational needs & roster requirements.
• Conduct regular roving duties around assigned areas, including lobbies, common areas, lift areas, entrances & concierge points.
• Monitor the overall presentation of public areas & report cleanliness, maintenance or safety issues promptly.
• Prepare daily reports, handover notes, feedback records & incident logs accurately.
• Assist with crowd management, queue management & visitor flow where required.
• Support mall, office or building events & promotional activities as assigned.
• Report to HQ Reception to support front desk, visitor management & general administrative duties when no concierge coverage is required.

4. Safety & Security Coordination

• Observe & report any suspicious persons, activities, safety hazards or unusual incidents to security personnel or management.
• Ensure visitors & contractors comply with building access control & registration procedures.
• Assist in emergency situations, evacuation procedures, drills & incident response in accordance with building protocols.
• Work closely with the security team to maintain a safe & pleasant environment for all building users.

Qualifications & Requirements

• Minimum GCE O Level, Nitec, Higher Nitec or equivalent. Diploma in Hospitality, Customer Service, Tourism, Business Administration or related discipline will be an advantage.
• Minimum 2 years of relevant experience in concierge, front desk, receptionist, customer service, hospitality or service-related roles is required.
• Prior experience in a mall, commercial building, hotel, serviced residence or mixed-use development is preferred.
• Good communication & interpersonal skills.
• Pleasant personality with a professional appearance & customer-focused attitude.
• Able to remain calm, patient & tactful when handling difficult situations or complaints.
• Basic computer literacy, including MS Office & visitor management systems.
• May be required to work on weekends & public holidays, depending on operational needs.
• Flexible & willing to be deployed to different sites based on operational requirements.