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Receptionist - GWS

Kowloon , Hong Kong

Ref#: 19014480

Date published: 17-Apr-2019

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Purpose of role: 
-   Providing seamless, consistent and memorable customer experiences to customers, both internal and external, through the provision of first class customer service.

Key Responsibilities:
-   Delivers high level of customer service to the business and Client;
-   Has a full understanding of all the meeting rooms in Client’s office and is aware of their set up capabilities and technical abilities to ensure speedy response to enquiries and to give appropriate recommendations for specific meetings or events;
-   Ensures that all meeting rooms on the Client Floors are well presented, fully stocked with necessary supplies and correctly set up for Catering and AV requirements;
-   Assists in basic Technical and Catering enquiries to alleviate pressure on the core departments for an optimal client experience;
-   Broadens knowledge on the MACS division for the Residents and continually inputs ideas and strives for innovative ways of communication and delivering of meeting room services;
-   Reviews meeting room availability status and room setting on daily basis through working closely with Resident Services Officer;
-   Monitors the usage of the meeting room on Client Floors meeting and generates reports of the usage on a monthly basis;
-   To control and arrange the usage of the flip chart;
-   Follow up and inspect the required rectify defects;
-   Provide a supporting role to all Residents and Guests and demonstrate a professional first point of contact for all;
-   Promptly, accurately, professionally and courteously receives 100% of all telephone calls and visitors;
-   Promptly, accurately, professionally and courteously assesses 100% of received calls/inquiries and directs and/or records and relays messages;
-   Maintains a thorough working knowledge of and adheres to organization / project policies, regulations and procedures;
-   Actively and initiatively follows up requests from Residents or Guests on the Client Floors, and always attempts to go the extra mile to impress said visitors;
-   Keeps immediate supervisor well-informed of activities, results of efforts and problems identified / potential problems; recommends corrective actions to immediate supervisor;
-   Respects confidentiality in discussing participant / consumer, staff, volunteers and organizational matters;
-   Maintains confidentiality of organization's fiscal and personnel related information;
-   Exhibits genuine concern for participants and always conducts oneself appropriately and professionally;
-   Develops and maintains comprehensive knowledge of community resources; provides information, referrals and follow-up;
-   Be neat and tidy with your work attire to maintain a professional and good Company’s image;
-   Reports to work regularly and on time;
-   Perform other duties as required by CBRE and Client;
-   Assists in other duties as needed and directed.

Key Performance Indicators:
-   High Customer Satisfaction scores achieved under preset Customer Satisfaction expectations program;
-   Ensure operational excellence in delivering services to customers and seek continuous improvement actions;
-   As per CBRE Performance Review Targets.

Qualifications and Education:
-   Diploma in Hotel Management; or one to three years related experience in the hospitality industry; or equivalent combination of education and experience; 
-   To perform this job successfully, an individual must have knowledge of:  Internet Explorer; Lotus Notes; Microsoft Excel; Microsoft Outlook; Microsoft Word; Windows Operating System;
-   Pleasant, good telephone manner and approachable, good spoken English, Cantonese and Putonghua;
-   Able to show respect and sensitivity for cultural differences and treats people with respect;
-   Perform his / her works ethically and with integrity and follows policies and procedures in order to complete tasks correctly and on time;
-   Timely response to requests for information, service, and assistance;
-   Strives for continuous improvement and solicits customer feedback to improve service;
-   First class verbal communication skills; 
-   First class presentation skills; 
-   Strong problem solving skills; 
-   Strong team player.