Job Description

Job Overview

The ultimate goal of the Guest Services Host is to conduct oneself in a warm, professional and engaging manner and deliver a concierge style service that exceeds expectations and creates a memorable 5experience for all building users (visitors and colleagues). To be an active and contributing member of the Workplace team, ready to step in and support any area at any time.

Job Objectives and Responsibilities

To pre-empt the needs of visitors and building users, and proactively engage with them to greet them, bid them farewell and/or provide support to them To be highly visible, always available and the "go to" person for queries To be immaculately groomed, approachable, and helpful at all times To deliver a 5 hotel concierge style experience at all times
To protect the customer's property, people, and assets

Hours: Monday to Friday 42.5 hrs 08:00-17:00 - flexibility required to meet the needs of the business

Main Duties

Operate under a "How Can I Help" mindset Deliver an experience that is professional, friendly and attentive at all times To anticipate the needs of visitors and colleagues To proactively look out for building issues, ensuing a swift resolution Proactively manage queues, striving to make the arrival or departure process as efficient as possible Be the face of the facilities team by providing tangible service that is visible and easily accessible Greet and acknowledge all visitors and colleagues in the lobby areas as they arrive/depart/pass by, ensuring they receive exceptional service Conduct oneself in a professional manner at all times, adhering to established standards of conduct, department procedures and policies Regular checks of meeting rooms, ensuring all kit is functional, and logging work orders as required Support onsite facilities inspections, floor walks and service audits Triage colleague queries received in person, email and online, responding in a timely manner or referring them to the right team or self-service channels Ensure communication and follow-up on any problems, visitor or colleague requests, and special requirements Provide "at desk" first fix IT and AV support Deliver a curated, with an enhanced service that is aligned to the Client's brand Learn, know and be able to provide visitors and colleagues with information on city maps and directories, restaurants and pubs, shops, in-house services and daily functions, cultural activities, religious activities, sporting events, entertainment activities, special attractions, doctors, medical centres, transportation options etc Utilise a "hands on" approach whilst ensuring the service delivery is at the required standard Establish rapport with frequent visitors; keep the team and relevant departments well-informed about visitor preferences Creating, updating, and displaying signage as required Daily ownership of the physical touchpoint journey, ensuring all colleague and client facing areas are set to agreed layout, fabric, and housekeeping standards and proactively logging jobs as required o Conduct visitor arrival/departure check-in and check-out by managing and issuing access, in a manner aligned with a 5 hotel
To escalate any feedback relating to the service provided by the service team

Persons Specification

1 to 2 years' of comparable experience in high end hotels, members clubs, airlines, corporate workplaces, or tourism and hospitality Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence SIA certification (training can be provided if required) Immaculate grooming, personal presentation and sense of style Flexible, agile, and adaptable Must be able to identify and resolve issues, and to meet and exceed the expectations of our client o Must be highly proficient in Outlook, Word, Teams, and Chrome Competent using visitor and space management tools, such as Condeco, ProxyClick, etc * Core skills required: Attention to detail, critical thinking, decisiveness, adaptability, initiative, safety awareness, customer service, prioritisation, personal organisation