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.
- 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 colleagues and their visitors.
Proactive Workplace Management: We are here to help you thrive and ensure the workplace works every time
- Proactive resets of front desk, foyer & office workspace to ensure space readiness.
- Work closely with the Experience Ambassadors to ensure a service standards for all workplace services is delivered across the building
- Be a MyDay champion and support any MyDay queries raised by employees
Workplace Etiquette:
- 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.
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 online, in emails and on teams – 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.
- Any other reasonable request within your range of competence as required by the Workspace Experience Manager & Guest Services Lead.
Key Performance Measures
- Compliance with service standards and delivery as detailed in the contract.
- Compliance with the Environmental, Health and Safety responsibilities.
- High Customer Satisfaction rating as measured in regular surveys.
- Compliance with Best Practice documentation.
- Pursue continuous improvement.
