Senior Guest Experience Assistant and F&B Executive

Role Overview

• Guest Services Assistant is the first point of contact for all visitors and colleagues - playing a vital role in creating a welcoming yet professional image for the company.

• As the main face that represents the client, the Guest Services Assistant has the opportunity to make clients and visitors feel that we are the kind of company they would immediately want to do business with.

• He / She must demonstrate elevated levels of customer service and integrity, especially in handling enquiries, issues and complaints. The role will have responsibility for service quality, front desk task resolution, maintenance and operations and safe working practices.

Guest Experience and Engagement:

• You will uphold and deliver unrivalled service standards

• Welcome all guests that approach or walk-by the front desk - personalized greetings whenever possible.

• Manage the guest & VIP registration process seamlessly.

• Lead guest engagement as the main point of contact at the front desk.

• Respond to all guests requests for assistance & information with respect, sensitivity & transparency.

• Acknowledge all guests concerns, comments & complaints with discretion & the utmost urgency.

• Promptly respond to telephone calls in a friendly & professional manner.

• Receive and manage booking requests for meeting and event spaces within the office ensuring all requests are addressed and approved as required.

• Complete all duties during the shift & ensure a concise hand over is conducted. Deliver an exceptional workspace experience to our colleagues. Create a welcoming, and engaging office environment for our colleagues and their visitors.

Proactive Workplace Management & Workplace Etiquette:

• Proactive resets of front desk, foyer & office workspace to ensure space readiness.

• Work closely with the Experience Ambassadors to ensure service standards for all workplace services is delivered across the building.

• Be a MyDay champion and support any MyDay queries raised by HSBC employees.

• Championing flexible working and provide support to employees on processes & tools - e.g. Meeting Rooms, Desks, onsite AV Equipment etc.

• Ensure the building and relevant equipment / technology is in perfect working order. Spatial awareness: support the Workspace Experience Manager / Experience Ambassador Lead with collecting and analyzing workspace data (subjective, objective and ethnographically) to improve the workspace experience for colleagues.

F&B related activities

• Always maintain and inspect all conference rooms and pantries in good and clean condition.

• Ensure all amenities in the conference rooms are well stocked and organized at all times.

• Ensure equipment's, amenities and conference room facilities with defects are raised as work orders to relevant departments.

• Escorts clients and visitors to the meeting rooms.

• Facilitate the ordering process and service for beverages required during meetings and corporate occasions.

• Ensure pantry is well stocked with consistently ensure provisions are refilled accordingly.

• Ensure conference room readiness, catering order preparations are in order, arrange beverage for functions and events as instructed.

• Washing up and clean pantries before closing procedures or whenever necessary

• Acknowledge all guests concerns, comments & complaints with discretion & the utmost urgency.

• Report to supervisor or manager for any user or client feedback

• Liaise with vendors to carry out equipment maintenance, catering orders and pantry orders.

• Promptly respond to telephone calls in a friendly & professional manner.

• Prepare stock inventory report and servicing report for management's review.

• Complete all duties during the shift & ensure a concise hand over is conducted. Deliver an exceptional workspace experience to our HSBC colleagues. Create a welcoming, and engaging office environment for HSBC colleagues and their visitors.

Additional Duties and Responsibilities:

• Ensure that the highest level of customer satisfaction and service is offered and maintained at all times a level comparable to a Premier Lounge or High-End Hotel.

• Maintain positive relations with all guest enquiries and keeping emotions in check & avoiding workplace gossip.

• Follow company procedures with respect to grooming, performance & conduct standards as detailed in the employee handbook & Customer Experience Trainings.

• Trustworthy source of information, support and advice.

• Ensure close coordination between Experience Ambassadors and F&B team to ensure a service standard are maintained.

• Any other ad-hoc task/ assignment within your range of competence as required by the Workspace Experience Lead.

Senior Responsibilities:

• To be professional at all times when dealing with clients, promoting excellent customer service

• Front of House (GEA and F&B) team member management, i.e. in handling leaves and deployment matters

• Report and resolve client feedback to operation executive / account manager within stipulated time frame

• Checking and perform daily and monthly reporting functions

• Client communications and management on daily operational matters.