JOB DESCRIPTION :
The potential incumbent will be responsible to manage the end to end delivery of workplace support services to ensure an exceptional workplace experience for the residents, visitors, and VIP guests.
Leading a team of Customer Service Agents and Facility Coordinator he / she will ensure that all services and activities are delivered with the highest level of detail and to the highest standards.
As the key go to person at the tenacy he / she will ensure that any service issues or requests are resolved effectively and quickly.
RESPONSIBILITIES : 1 - Team Management
Lead an extraordinary service culture and an actively engaged team to ensure client commitments are met and exceeded.
Provide ongoing coaching and development to team members
Develop and review on a 6 monthly basis a business unit traning matrix and individual development plan for each individual as part of the company's Performance Review Process
Apply a fair and equal approach to training expenditure and development opportunities.
Holds regular staff meetings and one-on-ones to support team member development and team work
Ensure staff follow correct procedures and policies, and communicate any proposed changes promptly and effectively.
2 - Customer Service
Ensure the delivery of a high level of customer service and expectations are exceeded
Ensure the customer service agents greet visitors proactively, with a professional greeting and smile,guide visitors to the relevant waiting lounge or meeting room and inform host of the visitor's arrival,answer the phone with a professional corporate greeting within 3 rings and individual and group inboxes are managed with responses to email queries occuring promptly and within agreed turnaround times
Manage any escalations promptly and effectively
3 - Concierge Management
Ensure there is clearly communicated roster in place and plan to ensure coverage is provided at all times and within agreed hours
Manage the creation of scripts for call answering and ensure all employees are provided with adequate training and presented to the highest standard
4 - Help & Support
Continuously strive to improve processes to ensure the correct handling of requests or to be able to direct customer and key stakeholders
Ensure all tasks are being managed within the agreed timeframes and procedures are followed when closing out jobs
Have a strong working knowledge of the key contacts in the company to address client requirements across all areas of the business
5 - Facility Management
Liaise with cleaning contractors to ensure Utility Bays, Kitchen areas, change rooms and site facilities are clean and are being used for the correct purpose.
Complete a daily building floor walk to ensure all the tenacy conditions are maintained to the highest standards. Reporting any maintenance, workplace, and cleaning issues promptly
Provide support and guidance to the Facility Coordinator whilst also liaising with the Regional Facility Lead to ensure services are delivered in line with agreed safety procedures
6 - Meetings & Events
Attend Client Meetings are required
Liaise with key client stakeholders to understand the schedule of VIP,Board or Leadership meetings and events and maintain a presence during these events as agreed
Work with external vendor's contractors e.g. security, cleaning and catering to ensure event requirements are met
Manage staffing levels and appropriate covergae for all after-hours VIP events
7 - Distribution
Maintain operational roles as needed
Put in place and manage training programs for workplace team future growth.
To pro-actively review workplace systems / processess to innovate and continuously improve the customer journey and workplace experience
Perform other duties as requested by his / her direct Manager providing relief services during leave and overload periods.
Provide administrative support,data entry or conduct audits on an as required basis
Occasional requirement to work extended hours due to resident requests or to assist with major functions / events
Articulate and live out company's culture,set an example by modelling the required behavior and hold others(employees and peers)accountable for their actions by identifying and acting on behavior,which is inconsistent with agreed standards
Comply with all our company's and the client's systems, policies,and procedures to ensure obligations are met.
Cushman & Wakefield provides equal employment opportunity. Discrimination of any type will not be tolerated. Cushman & Wakefield is an Equal Opportunity / Affirmative Action employer.
All qualified applicants will receive consideration for employment withoutregard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.