Job Description

Front Desk Support / Customer Services

• Maintain the reception area making it look professional at all times
• Ensure the efficient and effective operation of the reception area
• Answer all incoming calls and direct callers inquiries to the relevant person
• Email detailed and accurate messages to staff members
• Act as first point of contact for all customer / tenant enquires
• Hostess and welcome guests, directing them to appropriate area
• Receive all visitors
• Inform relevant staff of visitors arrival
• Offer refreshments to visitors
• Resolve general queries from visitors / tenants of the buildings under management
• Assist scheduled contractors with access to the building
• Manage communication with all tenants in allocated buildings
• Daily checks on the cleanliness of the precinct e.g. bathrooms, pick-up zones, smoking areas
• Keep and maintain a key register for all vacant offices and facilities within the precinct
• Project a professional image of the company by:
• Delivering friendly and efficient service
• Ensuring calls are dealt with speedily
• Effectively answer or direct queries or enquiries
• Ensure all new tenants are sent flowers to welcome them to the Precinct
• Update the internal telephone directory monthly
• Responsible for all other duties as assigned by Facilities Manager
• Liaison between internal & external clients in a professional and courteousmanner and ensure that all complaints and requests are completed in a professional manner.
• Communication and feedback to tenants, Property Manager and Facility Managers.

Building Administration

• Professionally and effectively, and in accordance with specific policies and procedures, administer and manage the facilities management services for the precinct
• Processing of internal & external written and telephonic communications
• Logging calls for all reports handed in by Cleaning and Security Supervisor and Handymen
• Managing invoice spreadsheets (where required) and ensure that contractors quotes and invoices have been uploaded onto MyBuildings
• Follow up on all outstanding invoices and accruals to ensure payment is made timelously
• Assisting with the coordination of cleaning
• Ensure cleaning staff are on site, as per SLA
• All equipment is available and fully functional
• Ensure security staff are site, as per SLA
• Attendance and taking of minutes of all Property Management Meetings
• Control and manage documentation handover for New Developments / upgrades.
• Manage, document and record all electrical compliance Certificates for the respective buildings and file all original certificates
• Attending operational meetings to stay updated on progress as and when required.
• Adherent to deadlines set by Facility Manager

Facility Management Administration

• Comply with internal requirements regarding the upkeep of filing systems.
• Control source documentation and maintain a filing system per building. We refer to documents such as service contracts, service reports, building plans, council approvals, motivations, delivery notes, etc.
• Manage approval for budgeted and unbudgeted expenditure applications for all work orders issued by the Helpdesk to service providers in line with authority limits document.
• Assist with establishing formal monthly meetings and measure the performance of all service providers against service levels and ensure that the minutes are taken by the service providers and that the matters are resolved. Ensure that the minutes are filed.
• Maintain a good relationship with the various local authorities. (i.r.o. Building inspectors, fire licenses etc.)
• Assist with the monitoring of performance-based service level agreements against reports submitted by monitoring agencies (Elevators, SLA for Soft Services, penalties, noncompliance). This is specifically applicable where penalties were applied, and noncompliance is identified. Ensure that all the documentation is filed
• General administration duties relating to Property Services, including ops support, administration on MyBuildings (ie event scheduling, work orders, follow ups and engagement
• Load all the service contracts on PIMS in the contractors screen and ensure that the schedules are always up to date as this report is used in the monthlypayment of service providers. Ensure that the schedules are signed by the FM and given to the portfolio accountant as per the agreed due dates every month
• Assist with managing the consumables e.g., toilet paper, refuse bags, bailing wire, soap, paper towels. This includes assisting the PAs for recoveries where required

Risk Management Support

• Assist with ensuring that all assets comply and are maintained within the requirements of the Occupational Health and Safety Act, Local authority by laws and the SABS / SANS standards as prescribed by the company HQ. Ensure that the buildings OHS files (White Files) are up to date by having 1/4ly meetings with the BS who are ultimately responsible for the files. All non-compliance needs to be reported to the PSM
• Assist with liability claims from insurance and external tenants and ensure that incidents are reported immediately. Assist with the reporting process of all incidents defined as "reportable" in terms of the Occupational Health and Safety Act when requested by the PSM.
• Manage service provider documentation in line with workflow requirements, Contractors on site, small work permits, hot work permits, site regulations etc. Ensure that the Helpdesks are provided with the required documentation and that the procedure is enforced where no work order will be issued if contractors have documentation outstanding.

Asset Maintenance & Management Support

• Manage the dispatch of service providers for maintenance requests when requested by FM & PM and follow up on same. Manage the follow-up process with special reference to the helpdesk and ensure jobs are completed satisfactory and within agreed time schedules.
• Manage and control all re-active purchase / work orders raised on the system.
• Assist the FM with compiling the comprehensive annual building inspections on all fully repair and maintenance leases.
• Assist with obtaining the necessary quotations for ad-hoc maintenance as and when required.

SKILLS AND COMPETENCIES ESSENTIAL TO THE POSITION
Business

• Excellent communication and interpersonal skills on all levels
• Innovative thinking and ability to follow process
• Dynamic and enthusiastic
• Ability to work as part of a team
• The ability to interact professionally with tenants and landlord
• Competent time management skills
• Be deadline driven
• Excellent attention to detail and numerate accuracy
• The ability to do follow up on outstanding payments
• Professional attitude and capability and personal initiative
• Organization and Planning Skills

Human Capital

• Transparent honesty
• Reliability
• Positive Attitude and highly motivated
• Lead by example.
• Assertive and effective communication.
• Sensitive to client and staff requirements and problems
• Ability to create a professional office environment
• Demonstrate strong moral values, empathy, passion, career aspirations, and positive living

QUALIFICATIONS AND EXPERIENCE

• Grade 12 (Matric)
• Minimum of 2 - 4 years experience in administrative environment.
• Strong Proficiency in relevant computer software packages (MS Office)
• Aptitude to learn new software programs as and when required
• Advanced proficiency in Excel (Will be advantageous)
• Excellent attention to detail and numerate accuracy

Skills Required