Job Description

Tsebo Facilities Solutions is looking for a Senior Receptionist to ensure that the delivery service is of the highest degree of Workplace Management quality, ensuring all necessary documented controls are instituted, communicated and maintained.Provide the front Office role for the Client to all Client Enterprise guests/visitors, whilst proactively managing the entire facility, ensuring maximum cleanliness and availability for the Client & their visitors/guests. Including but not limited to: Meeting room, Demo. Room, kitchen, bathroom, general office operations and stock control.
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.
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 Soft Service Manager
• 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 Soft Service Manager
• Report daily to the Soft Service Manager all issues encountered & proactively identify areas for improvement in support of improving Client/Visitor experience

Operational management

• Produce, manage and operate the daily/weekly reception staff schedules to ensure maximum availability of the facility
• Proactively manage Clients' expectations with regards daily/weekly/Monthly events within the Facility
• Propose/motivate, manage, assess, optimise 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.
• Demonstrate a thorough understanding of the Client specific telecommunications/computerised systems utilised within the Clients Contract, ensuring that sufficient training is obtained from the Clients IT support team and formulate a relationship in times of technical support requirements
• Ensure that the Telecommunications switchboard is strictly attended to during contractual hours and that all Reception staff are duly trained in the utilisation thereof
• Convene daily/weekly/monthly meetings with the TFS Receptionists 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 Reception operations, but to overall TFS operations under the TFS/Clients contract
• Ensure handovers are done between fellow colleagues to establish smooth transitions between buildings when relieving

Human Resource management

• Adopt the TFS HR culture and live and portray these values at all times.
• Regularly regular self and subordinate assessment ensuring alignment to TFS work standards and ethics
• Identify training requirements that will uplift work standard and ensure self-development within the Receptionists role. Utilise all identified TFS resources, albeit multimedia or other TFS Workplace site/s, that may augment current abilities to achieve Workplace experience
• Develop and documented Workplace experience, with TFS's future Workplace contracts in mind
• Assist to train and upskill fellow juniors to ensure there are no gaps in operations

Skills and Competencies

• Above average verbal and written communication skills
• Excellent personnel management/supervision (Management/Supervisory 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
• Lead by example, whilst being able to work independently
• Portray and exude a, "Can Do" attitude to subordinates and Client/Visitors alike.
• Ability to deal with conflict situations effectively and efficiently
• Effectively Supervise/Manage the Receptionist Team to deliver superior Client service
• Earn Client/Guest/Visitor and colleague and subordinate 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 through inherent, leadership
• Organisational skills

Qualifications

• Grade 12 or Tertiary qualification within the Hospitality sector.
• Experience in supervising and managing subordinate Receptionists/Concierge
• 4 - 5 Years within a Hospitality Front of House Customer Services or similar role (referenced)
• Experience in managing front of House and soft services skills (Cleaning, Hygiene, Security, Indoor plants, etc)

Skills Required