Customer Service:
- Greet and welcome visitors, tenants, and employees in a courteous and professional manner.
- Assist with inquiries, provide information on building facilities, services, and amenities.
- Manage access control systems, ensuring only authorized individuals enter the building.
Tenant and Visitor Assistance:
- Effectively handle a wide range of concierge requests and enquiries
- Assist with issuing building access cards, parking permits, or other necessary documents.
Administrative Support:
- Receive and distribute mail, packages, and deliveries promptly.
- Maintain accurate visitor logs, tenant directories, and contact information.
- Coordinate with building management and maintenance teams for repairs, cleaning, or other required services.
- Manage helpdesk portal/ app and emails.
Security and Safety:
- Monitor security system such as access control systems and visitor management systems to ensure the building's security.
- Respond to emergency situations promptly, following established protocols and procedures.
- Report security incidents, suspicious activities, or safety hazards to management team.
Communication and Professionalism:
- Maintain effective communication with tenants, employees, contractors, and other stakeholders via phone, email, and in-person interactions.
- Provide clear and concise information on building policies, procedures, and regulations.
- Handle sensitive information and maintain confidentiality.
Performance Indicators:
- Successful completion of scheduled activities.
- Achieve KPIs.
- Ensure that a high level of professionalism and customer service are always maintained.
- Client and tenant’s customer satisfaction.
- Meet standards and audit requirements.
Knowledge/Experience:
- Diploma or equivalent. Additional education or certifications in hospitality management, customer service, or related fields are desirable.
- Previous experience in a customer service or hospitality role is preferred, or previous experience in premium office environment.
- Excellent interpersonal and communication skills, both verbal and written.
- Strong organizational and multitasking abilities to manage multiple requests and priorities efficiently.
- Proficiency in computer systems, building portal, app, email, and other standard office tools.
- Ability to adapt to a fast-paced and dynamic environment.
- Strong problem-solving skills and the ability to remain calm under pressure.
- Security awareness and familiarity with emergency protocols.
Attributes/Behaviours:
- Professionalism and confidentiality: A concierge officer must maintain a high level of professionalism and exercise discretion and confidentiality when dealing with sensitive client information or requests.
- Adaptability and flexibility: The ability to adapt to changing situations and work under pressure is essential, as concierge officers often face unexpected challenges or last-minute requests.
