Concierge

RolePurpose:

To delivera First-Class Front of House experience to ourclients and colleagues. Welcoming visitors and colleagues in a professional and friendly manner.

Core Responsibilities:

• Provide a welcoming andprofessional customer experience, delivering a seamless customer journey.

• Ensure adequate resource is in place to cover receptions across thePSCHub.

• Ensure allvisitors and colleagues are signed in as specified by the Property procedures

• Ensure that clients aregreetedescorted to their hosts in a timely manner 

• The Front of House area is maintained to an excellent standard reporting any failures on the Help desk system.

• Oversee the meeting room booking process ensuring the rooms are adequately stocked withPens/Pencils/Papers.

• Communicate any key visitors or events to the Workplace Regional Supervisor 

• Assist with preparation of meeting rooms for Meetings and Events, ensuring all catering and refreshments are in the relevant room on time

• Ensure Meeting Rooms are left tidy and clean for next meeting

• Liaise with the Hospitality provider to ensure that catering is arranged and delivered as required

• Deliver Customer Care training when required

• Ensure that reception operating procedures are in placeand up to date

• Comply with Health, Safety and Environmental policies

• Achieve the highest standards of quality, service and presentation of the business.Ensure all calls (internal & external) are answered, transferred/forwarded promptly and professionally; record any messages accurately

• Create a one team culture sharing best practice and attendingregular10 at 10 meetings.

• Manage/liaise with Building contractors and issues and or/work being carried out within the building

• Understand and strictly adhere to Cushman & Wakefield procedures and protocols of the building with regards Health & Safety, Security measures 

• Provide visitor passes for visitors and contractors

• Undertake any additional duties or responsibilities that are deemed required by the business in supporting the daily operation of the business 

Qualities and Personal Attributes: Essential (unless noted as Desirable)

Business Generation, Execution and/or enablement

• Uses knowledge of the business, along with relevant systems and procedures to support others and contribute to company and client objectives in achieving their financial, business and client goals. 

• Identifies opportunities to learn more aboutCW commercial environment.

• Uses all available internal resources, systems and tools to help increase team productivity.

• Uses all contact with clients as an opportunity to build a positive image of the C&W brand.

• Identifies and improves processes, systems and work products to continually exceed internal and external client expectations.

• Identifies solutions that reduce expenses.

• Seeks assignments and welcomes challenging activities.

• Looks for new ways to differentiate CW services from the competition.

• Shows initiative in identifying, recommending and pursuing new opportunities.

Leadership and Management

• Creates collaborative opportunities and communicates proactively with all relevant levels of the organisation to obtain and share information. 

• Recognises the needs and welcomes the unique contribution and diversity of all colleagues and clients. 

• Actively listens to requests from internal and external clients and provides timely assistance with careful attention to detail.

• Encourages colleagues through constructive feedback, workload management and transfer of knowledge. 

• Builds own skills by consistently pursing growth opportunities; seeks a mentor and is willing to assist colleagues.

• Embraces change and takes action to fulfil new plans and directions set by others.

• Acts as the client and vendor relationship manager and develops client and vendor engagement.

• Takes ownership of own role andresponsibilities

Trusted Advisor and Expert

• Addresses issues/queries quickly and accurately. 

• Makes informed decisions and takes responsibility for outcomes.

• Supports colleagues in meeting the client’s needs.

• Good understanding of H&S and risk awareness. 

• Forecasts and evaluates commercial and financial risks together with the identification of procedures to avoid or minimize their impact.

Knowledge

• Solid educational background

• Customer service background essential

• Knowledge of Facilities Management processes preferable

• IT Skills, Outlook, Excel, Word.