Front of House Reception Officer

Overview

Our Front of House team members are expected to represent Cushman & Wakefield and deliver a genuine and personalized service to all our Occupiers and Guests. As a C&W Front of House representative, you should provide a warm and welcoming customer experience, offer assistance where required and ensure a value-add service is provided. You should be able to perform in a fast-paced environment and manage challenging situations intelligently by offering appropriate resolutions.

Front of House Reception Officers will also support the BM/FM in delivering a legally compliant, safe and customer focused environment.

Front of House Reception Officer

• Welcome all Occupiers & Guests to ensure their arrival and departure experience is genuine, friendly and efficient
• Deliver exceptional and memorable Front of House experiences by providing 5-star service
• Monitor/assist with fire panel activations and incident isolations, fire evacuations and monthly fire drills
• Monitor CCTV feed to prevent unauthorized access to the premises, identify security incidents and ensure any suspicious activity is promptly reported and escalated
• Monitor intruder alarms and report any activation of the alarm. Escalate issue to FM or Security team and assist in dealing with the situation if needed
• Monitor and challenge suspicious behaviour
• Carry out routine checks on the defibrillator equipment, team radios, assist with weekly lift alarms tests
• Carry out property patrols and report any maintenance issues
• Ensure all calls (internal & external) are answered, transferred/forwarded promptly and professionally; record any messages accurately
• Deal with any queries from Occupiers/Guests and offer assistance
• Ensure to monitor, action and process any emails on the company email account
• Attend any trainings as highlighted by your line manager
• Attend regular One to One Meetings with the Front of House Regional Manager
• Maintain and submit daily/monthly Site reports as specified for your respective site by the Front of House Manager
• Liaise/Induct Building contractors and issues and or/work being carried out within the building
• Report any relevant information and issues to Front of House Regional Manager and designated Facilities Management team
• Obtain knowledge about your local area and proactively offer the information to Occupiers/Guests and team members
• Ensure that all temporary and flexible contracted team members have been trained to Cushman and Wakefield Front of House standards and specifications
• Create rapports with Occupiers/Guests and maintain excellent professional relationships
• Understand and strictly adhere to Cushman & Wakefield procedures and protocols of the building with regards Health & Safety, security measures and building access control
• Understand and strictly adhere to the Front of House departmental procedures and practices
• Ensure that all Front of House areas are well presented, clean and tidy at all times
• Log any Building Faults/Issues with the Cushman & Wakefield Helpdesk, also report them to the Front of House Manager and Facilities Management team
• Carry out any administrative tasks assigned including CAFM and financial data management
• Categorizing post/couriers and delivering to Occupiers/Guests where needed
• Firmly abide by the company grooming standards and etiquettes guidelines
• Ensure all Visitors/Guests are signed in as specified by the Property procedures
• Ensure lobby presence is maintained, and entrance doors are covered at all times
• Provide information, directions/escort Occupiers, Guests to their desired locations
• Assist Occupiers and Guests with access barriers and access requirements
• Through regular patrols ensure any suspicious individuals/incidents are promptly identified and managed, also report any unusual activity to Front of House Manager, Facilities Management team
• Assist Occupiers/Guests with Concierge services like restaurant reservations & recommendations, transportation arrangements, dry cleaning pick up and drop off
• Provide support to the C&W Building Manager/FM team & assistance in their absence

• Previous Front of House/ Security experience necessary
• Experience of handling challenging situations
• Experience of delivering exceptional Guest services
• Hospitality experience

• Ambassador for the Cushman & Wakefield brand
• Deliver exceptional first impressions
• Highly committed and passionate to deliver excellent service and drive for Occupier/Guest satisfaction
• Comfortable in a front facing role
• Excellent attention to detail
• Create rapports with Occupiers/Guests and maintain excellent professional relationships
• Demonstrate commercial awareness within the context of their role
• Calm, pleasing, friendly and open personality
• Ability to Multitask
• Good I.T skills
• Working as part of a team
• Communication
• Planning and organization
• Flexibility and adaptability
• Time keeping

• Recognised IT certificate
• SIA License
• CCTV license (if applicable)