Workplace and Reception Lead

Job Description

As Workplace and Reception Lead, you play a key role in the Corporate Services team. You are the first point of contact for the front of house team. Ensuring the experience provided is seamless, welcoming, professional, aligned to the highest standards required by JLL and our client is paramount.

The workplace incorporates 8 client-facing meeting room and event spaces, with capacity up to 200 pax

Customer Services/ Guest Management

• Welcoming all visitors to the client's office
• Notifying departmental EA's and/or meeting host of their guest's arrival
• Coordinating with building lobby and other reception desks
• Coordinating with the Catering team as and when needed/arranging catering for local meetings/events
• Receiving, fielding, and re-directing internal and external calls
• Provide best-in-class client service support and customer experience
• Lead initiatives to enhance reception operations and improve guest experience
• Identify inefficiencies and implement solutions for seamless operations
  
  

Conference Room Management

• Proactively managing bookings and resolving meeting room conflicts via EMS /Book-It system
• Creating and running daily reports from EMS / Book-It
• Liaising with other IT and Global Corporate Services (GCS) functions to ensure meetings run smoothly
• Performing daily room checks of all conference rooms; reporting any issues by creating Corrigo/ SNOW tickets and monitoring until issues are resolved
• Subscription services: Ensuring newspapers, magazines, and publications are current and neatly displayed
• Ensuring the reception area & meeting room are clean and tidy at all times
• Ensuring wardrobes are empty of debris, and free and clear to accept guests coats and luggage
  
  

People Management

• Manage proper leave plans for the team
• Arrange a reliever when a receptionist is on holiday or urgent leave
• Oversee reception team performance and provide regular coaching to enhance service delivery
• Develop and implement training plans to ensure staff members excel in customer service
• Monitor individual and team metrics to ensure alignment with client's standards
  
  

Client / Stakeholders Interaction

• Interact with clients to share ideas on improving front-of-house services
• Participate in event briefings with clients and share the duties among the team
• Act as a liaison between reception team and senior managers to address service feedback and propose innovative service improvement solutions
  
  

Office Administration Tasks

• Prepare standard operating procedures/ handbook
• Proactively ensure smooth team operations and effective collaboration which includes enhancement of timeline to achieve KPIs
• Facilities Management requests and FM ticket creation and tracking ensuring tickets are actioned and closed
• Reporting facilities issues (e.g., broken / worn furniture, blown light bulbs, dirty floors, carpets, walls etc.) immediately.
• Courier management/ print services
• Stationery inventory management
• Confidential Waste Management - reporting
• Security requests and monthly access report management
• Interact with BMO & Cleaning team.
• Support the team as the first contact of escalation from Concierge Service when clients feedback arises.
  
  

Qualifications & Requirements:

• The ideal candidates will have an awesome attitude and high attention to detail, ready to take on any given task
• Desired experience in financial/investment bank services or 4-to-5-star hotel or corporate reception/customer service role
• High level of attention to detail particularly in high volume and pressure environment
• Strong customer service and interpersonal skills
• Good verbal and written communication skills in English
• Excellent personal presentation
• Ability to relate positively on an individual basis with a wide range of stakeholders, include but not limited to senior executives and professional staff
• Collaborative team player and ability to work independently under matrix supervision
• Background check with no criminal history
  
  

Experience

• From a front of house role in customer service, hospitality, aviation or real estate industry
• Familiar with administrative support tasks and request management
• Familiar with facility support services in either helpdesk, cleaning, landscaping, pest control or security services
• Strong interpersonal and communication skills
• MS Office proficiency
  
  

Task Skills

• Customer Service
• Planning and organizing
• Vendor management
• Customer relationship Management
• People Management
  
  

Personal Skills

• High empathy
• Strong communications and customer focus skills
• Confident, friendly & engaging. Able to balance formality and friendliness
• Talented in creative problem-solving skills
• Able to work under pressure