Job Description

About Us

Tsebo Facilities Solutions is looking for a Front House to Coordinate all internal & external client events in order to ensure maximum customer satisfaction in accordance with the workplace management services within the Master Service Agreement by building effective relationships with client's employees, partners, visitors and service providers., This includes processing enquiries, liaising with internal and external clients prior to the event and ensuring the smooth running of events. The incumbent will also be required to host client events and support the private clients.



As a leading African Integrated Workplace Management Solutions Provider, Tsebo Solutions Group offers clients reduced costs, risk and complexities together with increased quality, efficiency and productivity. We specialise in Catering, Facilities Management, Cleaning and Hygiene, Pest Control, Protection, Energy, Procurement, Workspace Design, Engineering, Remote Camps, and more. Developing our people - the heart of Tsebo - is the foundation of our purpose. The result is a knowledgeable workforce that is in touch with every nuance of our clients' needs. DOWNLOAD OUR ONE-PAGER to find out more about who we are in a nutshell.

Operational Planning Concierge /FOH

Co-ordinate staff to ensure the delivery of exceptional front of house services. Plan and schedule rosters to ensure optimal resourcing of all shifts. Responsible for the reception and meeting room management. Ensure smooth and optimal day to day running of the above key areas as well as an elevated workplace. Exercise excellent judgement and decision making and be totally customer service driven Organise large volumes of work for staff and others to multi-task. Liaise with Clients and key business managers to ensure full and proactive business support is provided to their areas of responsibility. Invest time and energy in the management and development and motivation of front of house team, in a manner to ensure highest quality of service delivery while maintaining high team morale. Undertake skills enhancement and personal development through monitoring and mentoring, on individual and team basis. Assist and deputise for the Senior Workplace Manager as required. Ensure all aspects of FOH and Admin, HR policies and procedures are adhered to including timesheets, overtime claims, sick and leave forms. Ensure that all meeting room equipment is fully functional before any bookings take place, liaison with AV specialist to ensure that all faults are rectified. Ensure reception/Concierge desks are manned between the hours of 7am and 5pm. Ensure visitors booking in and out system is maintained and adhered to at all times. Ensure that the reception area is maintained to a high standard and is presentable at all times. Provide accurate statistical reports when required. Manage the Meeting Room Reservations when required to assist reservation clerks Deliver the professional greeting of clients and visitors, to the highest standards. Ensure the team leaders and supervisors co-ordinate their staff to ensure the delivery of exceptional front of house services. Implement dynamic operational working procedures, to support the delivery of service excellence. Develop strong communication and line reporting procedures to guide service implementation making improvements or changes where required. Implement safe working practices to ensure safety of building occupiers and visitors. Lead monthly management report meetings with the client and build strong relationships with key business leaders. Strong detail analysis of service delivery and identify continuous improvements.

Duties & Responsibilities

Operational Planning Concierge /FOH

Co-ordinate staff to ensure the delivery of exceptional front of house services. Plan and schedule rosters to ensure optimal resourcing of all shifts. Responsible for the reception and meeting room management. Ensure smooth and optimal day to day running of the above key areas as well as an elevated workplace. Exercise excellent judgement and decision making and be totally customer service driven Organise large volumes of work for staff and others to multi-task. Liaise with Clients and key business managers to ensure full and proactive business support is provided to their areas of responsibility. Invest time and energy in the management and development and motivation of front of house team, in a manner to ensure highest quality of service delivery while maintaining high team morale. Undertake skills enhancement and personal development through monitoring and mentoring, on individual and team basis. Assist and deputise for the Senior Workplace Manager as required. Ensure all aspects of FOH and Admin, HR policies and procedures are adhered to including timesheets, overtime claims, sick and leave forms. Ensure that all meeting room equipment is fully functional before any bookings take place, liaison with AV specialist to ensure that all faults are rectified. Ensure reception/Concierge desks are manned between the hours of 7am and 5pm. Ensure visitors booking in and out system is maintained and adhered to at all times.

Operational Delivery Rooms /Events:

Co-ordinate events and meetings at Accenture Waterfall Offices (Buildings 3 & 6) Co -ordinate the AV/ VC and set up together with the AV team (LTS) Coordination of all services during events (set up, stationery, catering, beverages etc) Proactively review events brief and manage all events (evenings and weekend) Manage relationships with catering company pertaining to events and meeting requirements Oversee catering spreadsheet submission daily, ensuring accuracy and that timelines are met with supplier Manage weekly invoicing as per updated processes Responsible for supplier invoices upload on Sharepoint for audit purposes, Will assume backup responsibility in the absence of Client Experience Specialist from a CX perspective in collaboration with Joseph who will lead Floor Services Liaise with events team regarding events / meeting requirements Facilitate communication with the GES team on Workplace changes, administrative tasks, PO processing amongst other duties Ensure all rooms set ups as required by the client meet client's specifications Ensure that rooms are cleared and tidied after each event or meeting

Process and Procedure Effectiveness:

Improve methods of carrying out work through on-the-job concrete experience. Ensure that workflow continues without interruption. Implement efficient and effective administrative performance and turn-around time. Responsible for the collation, distribution and control of sensitive information and reports to authorised persons only. Responsible for data capture integrity, process and governance.

Customer Service and Advice:

Keep up to date with business developments and strategies within the environment. Provide advice on general changes and compliance when required. Work with existing processes and procedures in such a way that operational efficiencies and performance are enhanced. Attend to all customer queries timeously or escalate to the Workplace Manager when necessary.

Additional:

Undertake such other responsibilities as directed by Management that will drive the sustainability of HR. Work in a flexible way when the occasion arises so that tasks, which are not specifically covered in the job description, are undertaken. Assess and take responsibility for one's own performance. Promote TFS's image and corporate citizenry through deliberate and co-ordinated activities. Ensure adherence to TFS HR Standards and Values. Manage conflict. Introduce systems for analysis of service delivery i.e. feedback surveys, mystery guest program, etc Monitor the team's performance promoting achievements and identifying weaker areas for improvement

Skills and Competencies

MS Office, Excel, Powerpoint Strong communication and interpersonal skills Planning and organising Time Management Conflict Management Leadership skills Customer Service skills Excellent people management skills Organisation skills Performance management Resource management skills

Qualifications

Grade 12 Relevant Diploma or Experience Equivalent to 3 years Minimum 3 years' experience in the following: Hospitality /Events /Conference booking experience Supervision and training of staff Conflict management Customer service * Planning and attention to detail