Receptionist (Bank)

Receptionist

Work Dynamics - Integrated Facilities Management

Overall Role

• Equipped with strong knowledge of hospitality skills to handle wide range of demands from staffs and visitors.
• Oversee one of the busiest places in the office – Reception counter.
• To provide a warm welcome to our visitors and guide them and our employees along the way.
• Assist Facilities Management team in the delivery of soft services.
• Develop an understanding of and sound working relationship with key representatives of the business, suppliers, and team members.

Duties & responsibilities

Receptionists play a key role in the Corporate Services team as the first point of contact for all incoming calls from clients, employees, and the public. Ensuring the experience provided is seamless, welcoming, professional, aligned to the highest standards required by JLL and our client.

Be the first point of contact for visitors, users, and vendor personnel. That ever-present welcoming smile and greetings is the start of the great Workplace Experience for visitors and employees.

Customer Services/ Guest Management

• Welcoming all visitors
• Answering and screening incoming calls
• Ensuring reception desk is covered at all times
• Notifying departmental EA’s or meeting host of their guest’s arrival
• Receiving, fielding, and re-directing internal and external calls
• Provide excellent client service support and customer experience

Meeting Room Management

• Coordinating with business unit as and when needed or arranging booking for meetings or events
• Proactively managing bookings and resolving meeting room conflicts via booking system
• Liaising with other support functions to ensure meetings run smoothly
• Performing daily room checks of all conference rooms
• Ensuring the reception area & meeting rooms are always clean and tidy
• Reporting facilities issues (e.g., broken / worn furniture, blown light bulbs, dirty floors, carpets, walls etc.) immediately
• Ensuring newspapers, magazines and publications are current and neatly displayed

Event Management

• Assist business representatives with event logistic plan (catering vendors, furniture setup etc.)
• Arrange technical support to fulfil event host’s venue requirement
• Arrange pantry tea lady to set up the cutlery

Office Administration Tasks

• Office supplies management
• Subscriptions services
• Mail/ parcel incoming/ outgoing deliveries, internal distribution, and communications to users
• Ordering of business cards
• Issuance of building access card to visitors
• Tracking and following up on facilities enquiries and requests to close the feedback loop
• Support Facilities Manager as the first contact of escalation from Concierge Service when clients’ feedback arises
• Proactively collaborating with Corporate Services Team to ensure smooth operations to achieve KPIs
• Work closely with Corporate Services Team in implementing initiatives to enhance the user’s workplace experience
• Need to be culturally sensitive and perform work ethically and with integrity
• Good knowledge of the office surrounding amenities
• Responds to requests for information, service, and assistance in a timely manner
• Upkeep and update the list of vendors and contacts

Key Competencies

• Able to multitask and resolve multiple requests simultaneously
• Adequate interpersonal skills to manage diverse range of service providers and client representatives
• Good people skills and ability to interact with a wide range of client users and demands
• PC literacy and proven ability to manage daily activities using various systems, including the internet and e-mail functions
• Demonstrated experience with continuous improvement initiative
• Good communicator, confident, friendly, engaging
• Able to relate to different stakeholders of the organization
• “Customer first” mind set

Key Measurables (KPIs)

• Workplace Pride
• Workplace Productivity
• Employment Agreement
• Compliance with the Service Level Agreement established between Jones Lang LaSalle and Client

Behavioral Competencies

1. Leadership

• Work towards objectives unsupervised
• Be willing to assist and mentor colleagues
• Taking ownership of any work-related issues

2. Personal Effectiveness

• Proactively engages with bank users, clients, and team members to ensure vibrancy at the workplace
• Contributes via regular feedback, to the overall performance of the delivery team

3. Decision Making

• Be able to make difficult decisions and resolve problems or improve operations.
• Actively search out opportunities to achieve best results and increase the service delivery provided by Jones Lang LaSalle/Client

4. Relationship Building

• Promote open, constructive, and collaborative relations with team members and clients.
• Proactively build rapport with other functions to ensure seamless delivery of service to client.

5. Communication

• Listens effectively and communicate through actions and example. Has good written and oral communication skills