Role Summary
The Guest Services & Workplace Support Officer plays a pivotal role in providing authentic service experiences that bonds the relationship between JLL, our client and their guest.
As the first point of contact at Reception they are responsible for welcoming employees with genuine hospitality and thoughtful services. Will maintain smooth operations by providing administrative support and execution of duties to the highest standards. The role also encompasses support to our Operations team when required and under the direction of the Post Facilities Manager.
Responsibilities
The Guest Services & Workplace Support Officer, will be responsible for:
Guest Services
- Create a comfortable, welcoming, and hospitable experience for FCDO employees and visitors.
- Boost agility in the workplace by managing up-to-date visitor information.
- Handle internal & external calls and correspondence.
- Anticipate client needs through observation to create memorable experiences.
- Manage stationery requisition and related inventory management.
- Oversee site cleanliness and provide direction to cleaning staff to ensure spaces are kept clean and tidy
Workplace Support
- Provide administrative support to the FM Operations team
- Assist in financial processes to ensure that all financial management requirements are completed in a timely and accurate manner
- Processing of POE and Non-POE invoices
- Ensure all invoices are processed in a timely manner
- Follow up with vendors to ensure invoices are submitted when the work is done to meet KPI deadlines
- Assisting WPCs with follow up for work orders quotes, invoices, contractor bookings.
- Additional responsibilities assigned by Facilities Manager
Customer Services
- Foster a sense of community and create happiness at work for our team, our client, and their guest.
- Creating a welcoming environment for clients, (internal/external) customers by providing authentic, caring, and timely service.
Visitor Management
- Provide personable and efficient visitor registration services.
- Ensure regulatory compliance in managing visitor access through clients Visitor Management Systems (VMS).
- Enhance safety and security of our client's facility by management of visitor movement.
- Execute emergency response plan to ensure safety of client and guest when necessary.
Concierge Services
- Deliver concierge service with local expertise and insider knowledge.
- Manage transportations request from visitors and employees. (if required)
Conference Meeting Room Booking
- Assist & educate client to achieve optimization and efficiency for meeting room bookings.
- Enhance user comfort and services by efficient turnaround of meeting rooms.
Mail Delivery Services
- Organize receipt and deliveries of all mails and courier services.
- Manage mail distribution records and mail logs.
Core Competencies
The role will demonstrate the following competencies:
- Ability to meet tight schedules and deliver high quality of work
- High level of communication, interpersonal skills and attitude towards the customer
- Proficiency with Microsoft Word, Excel and PowerPoint
- Good command of verbal and written English
- Able to cooperate and work well with others to meet targets
- Support the team effectively as and when needed
- Demonstrate and ensure to instill a culture in the team that match our I am JLL core behaviors and values of being a Safety, Expert, Proactive, Innovative, Team Player and valuing the Customer
- Ability to manage conflict and conflicting priorities
- Demonstrates proactive & professional approach to customer service
- Proven ability to manage multiple and complex operational matters on a daily basis
- Demonstrates ability to prioritise and manage tasks in an efficient and timely manner
Experience
- 2 years experience in a related professional area
- Prior experience to manage meeting room services is an advantage
- Good computer skills in Microsoft Suite programs
- Previous experience in general workplace administration and coordination
