Job Title Front of House Reception Officer Job Description Summary 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 to Occupiers and Guests, offering assistance where required and ensuring 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. Job Description Core Responsibilities: 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 Carrying 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 Core Knowledge & Experience: Previous Front of House/ Security experience necessary Experience of handling challenging situations Experience of delivering exceptional Guest services Hospitality experience Skills & Personal Qualities: 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 and maintain positive rapports and professional relationships with Occupiers/Guests 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 Qualifications Recognised IT certificate SIA License CCTV license (if applicable) INCO: “Cushman & Wakefield”