Front of House Reception Officer
Job Title
Front of House Reception OfficerJob 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
- 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, and escort Occupiers and Guests to their desired locations
- Assist Occupiers and Guests with access barriers and access requirements
- Deal with any queries from Occupiers/Guests and offer assistance
- Create rapport with Occupiers/Guests and maintain excellent professional relationships
- Assist Occupiers/Guests with concierge services including restaurant reservations and recommendations, transportation arrangements, and dry cleaning pick‑up and drop‑off
- Ensure that all Front of House areas are well presented, clean and tidy at all times
- Firmly abide by the company grooming standards and etiquette guidelines
- Obtain knowledge about the local area and proactively offer information to Occupiers/Guests and team members
- Ensure all calls (internal & external) are answered, transferred/forwarded promptly and professionally; record any messages accurately
- 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
- Liaise with and induct building contractors regarding issues and/or work being carried out within the building
- Log any building faults/issues with the Cushman & Wakefield Helpdesk and report them to the Front of House Manager and Facilities Management team
- Carry out property patrols and report any maintenance issues
- Categorise post/couriers and deliver to Occupiers/Guests where needed
- Carry out administrative tasks including CAFM and financial data management
- Assist the C&W Building Manager/FM team and provide support in their absence
- Ensure temporary and flexible contracted team members are trained to Cushman & Wakefield Front of House standards
- Understand and strictly adhere to Cushman & Wakefield procedures and building protocols regarding Health & Safety, security measures and building access control
- Understand and strictly adhere to Front of House departmental procedures and practices
- Carry out routine checks on defibrillator equipment, team radios, and assist with weekly lift alarm tests
- Monitor/assist with fire panel activations, incident isolations, fire evacuations and monthly fire drills
- Monitor CCTV feed to prevent unauthorized access to the premises, identify security incidents and escalate suspicious activity
- Monitor intruder alarms and report any activations; escalate to FM or the Security team and assist where needed
- Monitor and challenge suspicious behaviour
- Through regular patrols ensure suspicious individuals/incidents are promptly identified and managed, and report any unusual activity to the Front of House Manager and Facilities Management team
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”
