RESPONSIBILITIES
Front Desk Management
- Cover the front desk. Ensuring there is consistent coverage during business hours. Be the on-site point of contact.
- Greet clients and guests. Manage entry access of clients, visitors or guests. Conduct centre tours.
- Respond to products and offerings, service-related queries or requests from clients, visitors or guests.
- Building relationships with clients and guests.
- Ensure all the documents and google drives are up to date.
- Keep the front desk clean and organized.
- Notify clients of any food deliveries and couriers.
- Answer any questions from clients and guests related to the building including way-finding, policies and procedures, community etiquette.
Operations and Management:
- Conduct morning walkthroughs to address any issues, escalating any recurring issues to your manager and/or relevant cross-functional teams.
- Liaise with in-building, third party cleaning companies to ensure space is kept up to standards.
- Track, audit, and organize keys collected and distributed. Manage keycard stock and request new inventory as needed.
- Receive, process, sort, and organize all mails.
- Keep all the mails and documents organized
- Return to Sender for unidentified mails and former clients mail after 60 days of no-pick up.
- Know and explain Penguins policies and procedures to all the clients and communicate, inform, and update clients on any building issues.
- Provide support for all the clients and guests on the meeting room booking.
- Administrative work required for seamless centre operation (e.g., courier matters, pantry inventory ordering, performing payment charges, liaising with finance team on creating invoices, updating centre and client records/transactions)
Clients Engagement & Retention
- Complete scheduled conversations with clients to help them maximize the value of their membership while checking in on all clients regularly to understand their ongoing experience.
- Anticipate client and guest needs before they arise using relevant information collected about clients to enhance and personalize their experience.
- Follow up in person with all clients who’ve given a negative feedback/response and ensure necessary steps have been taken to resolve client’s concern.
- Review all clients’ feedback to understand areas of improvement and implement proactive changes, keeping client experience top of mind.
Check-In & Check-Out
- Conduct pre-check-in meetings/calls with all new clients to ensure a smooth check-in.
- Inform and liaise with the building MCST on the necessary to ensure smooth access to the building on check-in & check-out day.
- Complete the New Client Orientation Tour for all new clients on check-in day.
- Conduct check-out meetings to understand the departing clients’ overall experience.
- Collect keys/key cards upon check-out and handling necessary reinstatement works after check-out
JOB REQUIREMENTS
- Good spoken English and Mandarin (required to communicate to Mandarin speaking clients)
- Proficient in MS Office
- Customer service and/or sales & marketing experience a plus.
- Must have strong verbal and written communication skills.
- Team player with ability to work independently. Multitasking skills.
- Friendly, cheerful and energetic
