Floor Help

Roles and responsibilities

Management Level

Associate

Job Description & Summary

To handle reception area activities.

Serves as the first point of contact with the firm and the office for visitors and callers.

Handle all internal and external inquiries and carry out administrative activities of the front office.

Financial

Adhere to the allocated budget for the administrative function of the office

Customer

Greet visitors, arrange relevant passes and make sure all callers and visitors are dealt with promptly, courteously and accurately

Ensure visitors are made comfortable, met on a timely basis by their host, shown to the appropriate room and assisted with parking if relevant.

Internal Process

Floorhost

Managing floor operations eg.

cleaning, FM, meeting rooms, hourly floor checks

Fills up the CAFM form/App for any facilities/maintenance issues

Checks meeting room bookings day before for full day, wrong floor etc - liaise with staff directly or advises Central Floorhost.

Deals with daily issues if EA cannot handle.

Check occupancy against bookings on assigned floor/s

Sits when not on cover at floor host receptions

Maintain visitor logs

Manage Parking Validators Logs

Coordinate with mailroom for outside delivery/courier services with the help of Office administrators

Perform general maintenance of the reception area

Coordinate with Security where relevant

Act in accordance with regulations

Perform Other Administrative Duties As Required (eg.

Issuing PwC access cards)

Answer queries from visitors and callers, and refers them to the appropriate person

Act as a key resource and liaison to other functional areas of the business, building cross-functional relationships as needed

Learning and Growth

Work towards being a high quality internal service provider and ensure that all administrative support requirements are being met

Act as a key resource and liaison to other functional areas of the business, building cross-functional relationships as needed

Education

High school certificate (equivalent) or Bachelor’s degree

Language

Fluency in spoken and written English, proficiency in Arabic is an advantage, French is a plus

Overall Experience

Min 3 years of experience in customer service related role such as front desk or receptionist role

Specific Skills

Experience with a professional services firm is an advantage

Knowledge and Skills

Strong organizational skills

Excellent oral communication and interpersonal skills

Must possess a professional telephone manner

Demonstrated ability to work under pressure

Demonstrated ability to work on own initiative

Demonstrated team player

Must possess a warm, friendly and professional demeanor

Basic PC skills on excel and word

Desired candidate profile

1. Customer Service Excellence

• Guest Interaction: Greeting guests, offering assistance, and addressing any queries they may have, ensuring that each interaction is warm, friendly, and professional.
• Conflict Resolution: Handling guest complaints or concerns in a calm and professional manner, ensuring that any issues are resolved promptly.
• Active Listening: Attentively listening to guest requests, understanding their needs, and responding accordingly.

2. Communication Skills

• Verbal Communication: Ability to communicate clearly, concisely, and with confidence when interacting with guests, clients, and colleagues.
• Written Communication: If applicable, managing email or messaging systems for requests, updates, or guest communication.
• Multilingual Skills (optional): In some international settings, the ability to speak multiple languages may be an asset.

3. Problem Solving and Adaptability

• Quick Thinking: Ability to handle unexpected situations or challenges with minimal disruption to the guest experience.
• Decision Making: Making decisions regarding guest services or facility usage with minimal guidance, ensuring that solutions are efficient and meet guest expectations.
• Flexibility: Adjusting to changing priorities, such as handling large groups, accommodating VIP guests, or assisting in emergency situations.

4. Organizational Skills

• Time Management: Effectively managing time when juggling multiple guest requests, ensuring that each task is completed promptly without sacrificing service quality.
• Attention to Detail: Maintaining accuracy when registering guests, coordinating reservations, or handling administrative tasks.
• Multitasking: Balancing various tasks, such as guest inquiries, room coordination, or event-related requests, all while maintaining a calm and efficient demeanor.

5. Technology Proficiency

• Property Management Systems (PMS): Familiarity with systems used for guest check-in/check-out, reservations, or tracking guest requests.
• Communication Tools: Proficiency in using phones, messaging systems, or communication apps to stay in touch with colleagues, management, or guests.
• Microsoft Office Suite: Competence in tools like Excel, Word, or Outlook for administrative tasks, such as scheduling, managing guest lists, or creating reports.

6. Professionalism and Presentation

• Personal Grooming and Appearance: Maintaining a neat, professional appearance and adhering to any dress codes or uniform requirements.
• Positive Attitude: Always maintaining a friendly and approachable demeanor to make guests feel welcome and valued.
• Cultural Sensitivity: Understanding and respecting cultural differences to ensure that all guests feel comfortable and respected.