Job Description Basics done Better - Ensure the fundamentals of customer services are followed and delivery to the highest standards Deliver a warm hospitality-style welcome and a fond farewell to clients, customers, and guests, ensuring they receive a unique experience throughout their time at the asset. Ensure front of house areas are always immaculately presented Manage the coordination of guests, clients, service partners and internal staff Manage meeting room bookings for internal and external stakeholders (if applicable) Actively participate and execute all Beyond: Front of House initiatives to enhance CX delivery Identify opportunities to enhance the customer experiences by being innovative and creative Support Colliers initiatives to elevate customer experiences (occupier & community engagement, social media and social value) Follow Colliers Beyond: Front of House standard operating procedures and guidelines Ensure property visitor management processes are strictly followed Build professional relationships with clients, occupiers, guests and stakeholders Deal with complaints and offer prompt resolutions, escalate where necessary Adhere to Colliers H&S protocols Responding to telephone or email enquiries from internal or external clients in a professional manner, ensuring appropriate follow up on any actions as required Data processing and management of databases, ensuring accurate and timely import of information Ensure temporary team members are trained as per Beyond: Front of House standards and maintain training records Firmly abide by Beyond: Front of House dress code and personal presentation policy Log any property faults/issues with the helpdesk and inform the Facilities Management team Proactively offer concierge services such as dry-cleaning pick up & drop off, restaurant reservation, transport arrangements etc Key and fob access management in accordance with the site’s access procedure. Expertise & Professional Development You understand the importance of building and sharing expertise with clients, occupiers, visitors and stakeholders. Good literacy and numeracy skills Intermediate knowledge of MS Outlook, Word, Excel and PowerPoint Experience in the hospitality sector (hotels, restaurant, aviation, concierge retail) sector is necessary Commercial Awareness & Value Add You understand what the team/department does and how your role contributes to the success of the team You possess commercial awareness and latest customer experience market trends You continuously strive to seek opportunities to add value by enhancing customer experiences Innovative Thinking & Agility You understand the need for innovation and agility in the business environment and in your role You will demonstrate a sense of urgency Communication & Managing Expectations You understand the importance of effective communication, both written and verbal skills You will strive to anticipate needs and exceed expectations You will communicate to provide required information as well as offer prompt resolutions