Tsebo Solutions Group
About the job
Duties & Responsibilities
Customer Centricity
Oversee the operation ensuring that the highest levels of customer service are adhered to and delivered by the Tsebo and its service providers.
Investigate and resolve complaints raised with a sense of urgency, and report to the Receptionist Supervisor
Strategizing and monitoring of the daily activities of the Clients facility
Identify opportunities to update or improve customer service procedures and make recommendations to the Receptionist Supervisor
Report daily to the Receptionist Supervisor on all issues encountered & proactively identify areas for improvement in support of improving Client/Visitor experience
Operational management
Propose/ motivate, and assess the strategic implementation of Receptionist practices, ensuring the successful implementation of said initiatives and report accordingly. Document/evidence improvements instituted, either: efficiencies, Client/Visitor/Guest experience improvement, etc.
Proactively assist to oversee Clients’ expectations with regards daily/ weekly/ monthly events within the Facility and liaise accordingly with the relevant departments
Demonstrate a thorough understanding of the Client specific telecommunications/ computerised systems utilised within the Clients Contract
Ensure that any Telecommunications (switchboard where applicable) is strictly attended to during contractual hours
Attend daily/ weekly/ monthly meetings with the Receptionist Supervisor to ensure compliance with the operational activities and specific requirements
Propose operational efficiencies on current operations, whilst identifying innovative and/or creative operational recommendations on improvement of Workplace experience, not limited to Receptionist operations, but to overall operations under the TFS/ Clients’ contract
Ensure handovers are done between fellow colleagues to establish smooth transitions between buildings when relieving
Log pro-active findings and/or client requests through the relevant channels (Client system and On Key where applicable) and escalate on long outstanding requests
Reporting
Report directly to the Receptionist Supervisor
Produce accurate and factual, daily/ weekly/ monthly/ ad-hoc reports associated to the Receptionist operations
Registering all complaints, compliments, Client recommendations, staff head counts and related operational matters
Accurately report on:
Switchboard/Telecommunication statistics
Client consumables (stationery, beverage, and hygiene) per building & possible improvements based on consumption levels
Skills and Competencies
Earn Client/Guest/Visitor and colleague respect
Clear and concise communication (both verbal & written)
Commitment to Excellence at all times
Effective and attentive listener (seeking to understand Client cultural requirements by means of, research, communication, etc)
Be prepared to learn new experiences and skills
Customer centric attitude with an inherent sense of service excellence
Seek to understand the Clients culture, social norms and tendencies. Be open to learning new aspects of service excellence in terms of culture.
Being a resourceful problem solver with a “Can Do” attitude willing to set outside of the defined job title for personal growth.
Portray and demonstrate Trustworthiness (internally & externally)
Actively being an effective Team worker
Organisational skills
Ensure the TFS Corporate dress code is maintained at all times. As this is a Client Guest/Visitor centre, the employee will be representative of TFS and the Client at all times, therefore first impressions shall be lasting impressions
Above average verbal, written and telephonic communication skills
Interpersonal skills
Computer literate (MS Office suite)
Ability to quickly identify and remediate potential problems
Organization skills must be of the highest order
Experience in Front of House and/or customer relations
Assertive whilst being respectful aligned to Clients’ culture
Highly approachable and presentable at all times
Energetic and enthusiastic
Ability to work under pressure and multi-task
Punctual and reliable at all times
Able to work independently
Portray and exude a, “Can Do” attitude to Client/Visitors alike.
Qualifications
Grade 12 or Tertiary qualification within the Hospitality sector.
Concierge, Receptionist and/or related role
2 – 3 Years within a Hospitality Front of House Customer Services or similar role (referenced)
Experience in managing front of House and some soft services skills (Cleaning, Hygiene, Indoor plants, etc)
To apply for this job please visit tsebo.erecruit.co.
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