Job Title
Receptionist and facility coordinator (Client site -1 year contract)
Job Description Summary
The role of FM Support Specialist (Reception and FC) is to is to provide a welcoming and efficient point of contact for visitors, clients, and employees, facilitating smooth communication and operations within the office environment. The receptionist serves as the first impression of the organization, creating a positive experience for guests and ensuring their needs are met promptly and professionally.
Job Description
General Customer Service
- Meet and greet visitors proactively, with a professional greeting and smile
- Guide visitors to the relevant waiting area or meeting room and inform host of the visitor’s arrival
- Answer the phone with a professional corporate greeting
- Manage individual and corporate inboxes to support the business units for answering the email queries
- Proactively develop and manage Client relationships in ensuring that excellent customer experience is achieved
- Comply with the client’s requirements and actively review customer’s feedback with the FC to enhance the overall customer experience on site
Concierge/Reception Desk
- Receive overseas staff & visitors using the agreed registration system
- Proactively maintain the front of house/reception area and adjacent services such as meeting rooms, waiting areas, entrances, collaboration space, pantry, and lounge areas to a high standard of presentation
- Monitor and update relevant processes and guidelines to a central SharePoint location
- Updating Roche phonebook according to all New and Expired Employee announcement)
- Ensure reception desk coverage is in line with building operating hours agreed roster
- Notifying the receiving party to collect the mail, quick service, business card in time
Help & Support
- Manage all requests regarding car park, quick deliveries, and relevant systems are updated as required
- Visitors access management and provide solutions for their requirements as it relates to the workplace
- Corporate seal, corporate documents management in line with the Roche process and procedures
- Ensure service deliverables are met as per agreed SLA & KPI
- Reviewing corporate card application, and forwarding to the applicable party in the client bank
- Be responsive and problem solves on issues raised by the client, escalate the issues to FM when additional follow-up is required
- Ensure compliance with client’s policies and procedures
- Monthly Roche invoicing administrative work
- Reducing energy consumption via turning off all office floor lightings after office hours
- Lost and found record management
Distribution
- Assist with displaying new books (If there is any)
- Coordinate the delivery of bulk deliveries such as marketing materials and ad-hoc stationery items by directing external delivery representatives to applicable storage areas
- Support with topping up and arrangement of ordering office supplies as and when requested by Roche
Facilities Management & Risk Compliance
- Escalate all risks and issues to the direct manager
- Responds to reactive maintenance and service requests in a timely manner
- Ensure all contractors on site are fully inducted with all risk assessments and Client, Cushman & Wakefield and Building Management compliance requirements in place prior to commencement of work
- Check and review site contractor’s work to ensure compliance with contract or purchase order and
confirm completion of work to the agreed service standard
- Follow all processes and playbooks with regards to all the services delivered by this role
- Conduct property inspections and audits involving the review of property operations to ensure cost
- Review and update compliance databases to ensure statutory and regulatory compliance and conduct
- Contractor audits to SLA and Risk Management standards
Site Operations
- Where the Site FM Lead is located at another site, ensure the site operations scope of work is being
delivered as per the contract and agreed service delivery standards
- Escalate any issues to the direct manager and the Site Operations Lead for resolution
- Work with the Site FM Lead to provide auditing and observations to support the remote team to develop client solutions
Client Relationship & Service Delivery
- Ensure stakeholders are fully informed and consulted with a customer first mindset
- Ensure that a world class customer service experience is delivered regardless of interaction type
- Face to face or virtual/remote resource depending on client requirement
Supply Chain & Vendor Management
- Follow all procure to pay processes and protocols in line with global standards and DOA
- Ensure compliance with all statutory and regulatory requirements, including pre start risk assessments
- Monitor and manage the service delivery of vendors on your site
- Provide feedback via appropriate channels / mechanisms on vendor performance and value for money
- Support the procurement activity to deliver efficient and cost-effective service partners.
- Day to day operational management and coordination of vendor partner base to deliver maintenance works within site / client guidelines including the scheduling of site works for critical / remote sites
Other
- Performs other Ad-hoc duties requested by FM
- Provides relief services during leave and overload periods
General Responsibilities
- Articulate and live the Cushman & Wakefield culture, model organisational values and required behaviour and hold others (employees and peers) accountable for their actions by identifying and acting on behaviour which is inconsistent with agreed standards
- Comply with all Cushman & Wakefield systems that are in place to meet the health and safety obligations of the organisation
- Work safely and avoid placing yourself or anyone else’s health and safety at risk by your acts or omissions
- Comply with Cushman & Wakefield’s environmental policies and adhere to procedures and work instructions that are relevant to your activities
- Operate in a manner that will minimise any adverse environmental impacts associated with your activities
- Actively participate within a community of practice group within Global Occupier Services by sharing information and strategies that result in the best outcomes for the client and Cushman & Wakefield
- Understand the Cushman & Wakefield brand and expertise of services delivered to ensure all opportunities to provide a full-service offer to clients is available
- Regularly engage with the Cushman & Wakefield CRE team to leverage their knowledge
- Comply with Cushman & Wakefield delegations policy which can be found on the Knowledge Hub
- Operating in accordance with Cushman & Wakefield’s Global Code of Business Conduct,
INCO: “Cushman & Wakefield”