Assist in implementing the We Care program comprising several customer care initiatives e.g. Tenant's Welcome/Birthday/Anniversary treats and ensure these are kept to the timelines.
Conduct/attend regular meetings with tenants and to draft and circulate minutes of meeting within 3 working days after meeting.
Assist with new tenants business commencement i.e. handing over; orientation / induction, official openings, welcome hamper basket, etc.
Attend to general and building enquiries from tenants
Handle escalated feedback from tenants, work with respective departments to resolve the issue timely and as a team
Provide support and attendance for tenants events and activities such as Fruit Day, Tenants Treats and Tenants Nights
Review and vet Tenant E-Handbook and Induction and Website (tenant information only) to ensure information are kept up to date
Assist in conducting annual tenant surveys for office and retail tenants including developing the survey forms, soliciting participation/response, providing analyses, suggestions to improve service level and follow up with tenants on appropriate responses .
Draft and disseminate relevant circulars and notices to tenants as and when required
Maintain and update tenants contact information regularly. These include directory listings, mailing list, key contact person, emergency contacts, fire wardens, etc.
Carry out ad-hoc tasks that may be assigned as when needed
Concierge Operations
To lead, guide and mentor the Concierge to deliver consistent and good performance
Train new concierge on roles and responsibilities including system operations
Ensure all payments are processed and paid timely
Prepare monthly customer care reports
Administration
Manage the application and sale of season, hourly and complimentary parking tickets including handling all enquiries, verifying, billing and reconciling payments.
Maintain proper office filing system (soft & hard)
Assist managers in procurement including obtaining quotations for related work and services.
Prepare and follow up on Expense Approval process
Assist to track and update expenses where applicable
Assist in contracts management and documentation
Track and monitor term contracts and licence expiries
Assist to prepare monthly management reports.
Operations
Conduct regular cleaning inspections at toilets, lift lobbies and common areas with cleaning contractor
Work closely with Centre Management team to identify and rectify defects in the toilets, lift lobbies and common areas
Track project cleaning documentation such as work approval, work order, inspection checklist, and payment process
Assist other divisions and any ad hoc projects or assignments as and when necessary
Key Competencies & Performance Measures
Strong customer service orientation with pride of work
Excellent grooming presentation
Good attendance and punctuality at work essential
Confident and comfortable to handle corporate clients including senior level managers
Open and able to build rapport and trust quickly
Proactive and solution oriented, friendly with assertive but personable nature
Initiative and able to work independently
Able to work under pressure and meet set timelines
Experience in using Microsoft office word, excel & power-point
Manage service delivery as per agreed SLA
Achieve KPI and SLA targets
Compliance with standards and audit requirements
Required Qualifications & Experience
Minimum Diploma holder with 3-5 years working experience in the service industry, preferably in airline, 5-star hotel and high-end retail brands
Excellent interpersonal skills to manage diverse range of service providers and Client representatives
Possess strong verbal and written communication skills
Experienced in handling administrative work
Possess initiative and professionalism with the ability to organise, prioritize work and work independently
Able to multi task with good time management skills
