What this job involves:
- Located on site in the client’s offices.
- Act as single point of contact for client floor
- Responsible and accountable for all service request.
- Ensure service deliverables are met with SLA and KPI
- Work with all related parties on timely delivery of all services
- Be responsible for all clients within designated area
- When necessary raise risks to BIC for further investigation
- To undertake continuous floor inspections ensure cleanliness and maintenance is correct
- Establish direct relationship with the client business units and their neighbourhood community, understand their issues, display confidence and satisfy needs and requirements of all requests.
- Continuous Improvement implementation
- Conduct data analysis report when necessary
- 5 – 10 years’ experience – Hospitality / Flight Attendant / Events Management / Serviced Office
- Must be customer focused and be proactive in establishing customer relationships
- Proven ability to function effectively as part of a team
- Proven ability to initiate and follow with improvement initiatives, create opportunities for efficiencies and process amendments
- Ability to stand for long periods of time
- Ability to effectively communicate and interact with all levels of people
- I am a Community Ambassador
- I own my floor/s and take personal responsibility for everyone and everything on my floor/s.
- If the water in the water dispenser is low, I top it up I don’t need to call dining team, I am empowered, I am trained to do some F&B tasks. I am the doer of everything on the floor. If there are coffee marks on pantry table, I clean it by myself immediately and do not need to wait for cleaning lady. I am the doer of everything on the floor.
- I know each person by name, what they do and what community they belong too. If a new person commences I greet them and help them settle into their new working environment.
- If something needs repairing, I arrange it with my colleagues in facilities and I ensure it is repaired correctly. If the washrooms need attending, I know about it immediately and get things sorted out.
- I am mobile, I do not have a work station, I don’t need one as I am always on the floor with my community. I have a tablet to communicate with and log tickets when required.
- You will mostly find me in the community lounge helping with services with the tea lady, mingling with community members and also ensuring everything is available, cups / glasses etc. are ready for use, and generally everything is clean and tidy.
- I report to the BIC who ensures I have all the backup I need.
- I work with dining team when there are event host on my floor to ensure the venue is clean and tidy before/after event.
- By observing behavior of my community, I share my ideas to facilities and other supporting teams in order to improve the working environment.
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