Concierge (Business Services)

**The Role Summary
Concierge will be the professional face of the client organisation. Ensuring safe and compliant facilities are always maintained; Be the pinnacle of customer service excellence, to go above and beyond to take action and create experiences that are easy to deal with, that create consistent and sustainable value for our clients, customers and each other respectfully.

The primary responsibility of the Concierge is to provide an exceptional customer experience and journey within the site and related organisation. Concierge should always carry out their duty to the best of their ability regardless of any external considerations or events (eg. time, weather etc).
- Concierge counter must be manned at all times.
- The counter must be kept neat and orderly.
- Tone of voice and volume must be kept low and professional.
- When dealing with the public, Concierge will always show dignity, restraint and common sense.
- When carrying out their duties, Concierge will always attempt to improve and enhance the image of the Client, and the company it represents, by the manner in which they fulfil their responsibilities.
- When on duty, Concierge are to be courteous and cheerful while maintaining the required level of service. Concierge must reply politely to all enquires or refer them to the location where the information may be obtained.

**Duties and Responsibility:
**Front Desk**
- Issue visitors pass.
- Re-directing all deliveries are to the mailroom when approached at the reception counter.
- Answering phone calls politely and professionally per SOP.
- Control access to non-public areas of the site at all times.
- Log feedback received and channel to the respective building management.
- Be on a constant look out for any potential hazards, including fire, surrounding the vicinity of the reception counter.
- Perform duties specified during building emergencies where applicable.
- Report maintenance issues (e.g. roof leaks, door closer malfunction, light blown and etc) around the Concierge counter.

**Engaging Visitors**
- Verify visitor is in the pre-registered list and provide visitor access card upon confirmation.
- If the visitor is not pre-registered, contact Client's office to check and verify their purpose of visit.
- Register visitor via VMS (Visitor Management System).
- Direct them to the area of visit.
- Trigger FCC / Building Manager if any item is found unattended.

**Managing Deliveries**
- All deliveries (couriers, parcels, etc) are to be directed to mailroom.

**Handling Phone Calls**
- Anwers calls promtly and politely per SOP.

**Lost and Found**
- Maintain a log of all lost and found items surrendered to the reception counter.
- Save keep all lost and found items to Security Guards at FCC / or Building Management Office (BMO), who will surface the item / incident to Corporate Security.

**Dealing with emergencies**
- Assist in emergency evacuation exercise per building evacuation plan and BCP SOP.

**Other activities**
- Attend queries on key transport routes to major locations including the other Client sites, the airport and key areas around Singapore. Assisting with taxi bookings or providing shuttle bus info
- Coordinate with external vendors to be able to propose interesting campaigns/events and/or roadshows that will be of benefit to Client staff and their visitors
- Ensure these customers arrival and welcome is professional and their first entry point is engaging
- Assist with Visitor and Resident data collection and updating of relevant databases.
- Manage stationery and pantry inventory and replenishment
- Manage all meeting room (2 rooms) bookings
- Update welcome screen daily based on events and visits
- Update and verify accuracy of Outlook calendar for Events, Meetings and Workshops
- Envision different types of customers and their journey prior to their arrival, their welcome, during their stay, and their exit and develop and create experiences that go beyond the expectations in line with the Client values and personality
- Be the main contact support for all visitors to the site, executing defines emergency and evacuation protocols
- Create reports based on visitor numbers and provide analysis of results. From the trends, create experiences and/or process improvements on a continuous basis