Job Description

Posted
29-Jul-2022
Service line
GWS Segment
Role type
Full-time


Areas of Interest
Facilities Management


Location(s)
Singapore - Singapore


The Receptionist is primarily responsible for the delivery of the Customer Service experience, ensuring exceptional customer interaction, leaving guests and callers with a positive, professional and lasting impression.

The Receptionist is responsible for establishing a warm, welcoming and professional atmosphere for all clients. The Receptionist will be the first point of contact for visitors, making them feel comfortable, anticipating their needs and aid when required. The position will help to coordinate the efforts of everyone within the Property division, engaging with employees and delivering "best in class" service at all times.


Main Duties & Responsibilities

• 
  Delivers great experience at highest level of hospitality services, meeting customer needs and exceeding expectations, maintaining standards, elevating delight and removing obstacles.
• Ensure employee engagement (meet and greet) and provide to end user support based on their needs (human engagement).
• Verify security levels of visitors (in accordance with the relevant SCB Policy) and provide appropriate access badges and WIFI access login in a polite and professional manner.
• Implement an appropriate process in place on how the customers/visitors are to be serviced in a customer centric manner, in accordance with Good Industry Practice.
• Ensure staff have a site-wide knowledge of building facilities, meeting room locations, special events, surrounding amenities as appropriate in relation to the scope of their role.
• Assess that the visitor space is functional, with proper office equipment, phone, furniture, and where not, escalate appropriately.
• Ensure all internal & external meeting rooms are kept clean and tidy are ready to be used.
• Reception and Visitor Management activities include:
• Professional Telephone Answering
• Offer high quality front office client services including concierge
• Creating rapport with guests, clients & customers. Anticipating their needs and providing outstanding services
• Assisting visitors in a professional manner
• Managing Visitor volumes / Visitor Security / Registration / Appointment Management/ Call Management / Tracking Mechanism
• Ensure documents referencing visitor volumes and details and filings are maintained up to date, with proper indexes and sequence according to SCB Policies (or as reasonably required).
• Board Visits / VVIP movements (unless otherwise agreed within a Country Agreement)
• Close coordination with Country Management teams Senior Stakeholders locally and internationally.
• Logistical support in relation to Event Management & Public Relations activities.
• Meet and greet clients and visitors at the reception.
• Interact with clients and visitors to resolve their queries on workplace issues.

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 
  Minimum 1-year experience of working at the Front of House within a Corporate or Hotel environment
• Experience of working within a demanding fast paced environment involving high levels of customer care
• Experience of working within a team and desiring to provide a "best class" service
• Strong customer service skills
• Professional telephone manners together with excellent verbal and written communication skills
• Proficiency in MS applications

COMMUNICATION SKILLS

• Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding.
• Ability to write routine reports and correspondence.
• Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor.
• Ability to effectively present information to an internal department and/or large groups of employees.
• Comfortable meeting and engaging with new people. Warm and engaging demeanor.
• Ability to assess circumstances, empathize and offer help.

FINANCIAL KNOWLEDGE

Requires basic knowledge of financial terms and principles. Ability to calculate simple figures such as percentages.

REASONING ABILITY

Ability to understand and carry out general instructions in standard situations. Ability to solve problems in standard situations. Requires basic analytical skills.

OTHER SKILLS and/or ABILITIES

• 
  Intermediate skills with Microsoft Office Suite products such as Word, Excel, PowerPoint, Visio, SharePoint, OneNote, Outlook, etc.
• Comfortable with and embracing of new technologies and digital tools; such as Apps, databases, financial management, work order management, social networking, cloud technologies, handheld mobile technologies and applications.
• Best candidates will have a genuine interest in in anticipating and serving the needs of others. A warm demeanor and desire to collaborate with others is key.