Facilities Helpdesk Officer

Exceltec Property Management Pte Ltd; Singapore; On-site; SGD 20,000 - 27,000; Full time

Job summary

Exceltec Property Management Pte Ltd is seeking a Helpdesk/Guest Services Officer to be the first point of contact for guests, tenants, and stakeholders. The role focuses on delivering a professional, welcoming, and efficient front-of-house experience, supporting daily operations and ensuring guest satisfaction and safety.

You will coordinate with housekeeping, technicians, and security, handle inquiries, and assist with event and facilities-related matters.

Qualifications

• Minimum education at least GCE “O” Level, NITEC, Higher NITEC, or equivalent.
• Experience in customer service, front desk, helpdesk, concierge, or facilities operations is preferred.
• Willingness to work shifts, weekends, or public holidays where operationally required.
• Training or exposure in service excellence, facilities management, or building operations will be an advantage.
• Strong communication and interpersonal skills.

Responsibilities

• Welcome guests and serve as the first point of contact at front-of-house.
• Coordinate with housekeeping, technicians, and security on facilities issues.
• Update announcements or presentation slides on TV displays within the building.
• Prepare basic reports and support data collection for the Management office.
• Assist in safety procedures and emergency response when required.

Skills

Interpersonal skills

Communication

Customer service

Team coordination

Administrative skills

Office software proficiency

Education

GCE O-Level / NITEC / Higher NITEC

Equivalent qualifications

Tools

Email

Spreadsheets

Office software

Job description

Job Purpose/Key Responsibilities

The Helpdesk / Guest Services Officer serves as the first point of contact for guests, tenants, and stakeholders, ensuring a professional, welcoming, and efficient front-of-house experience. The role supports daily operations by handling enquiries, coordinating with internal teams on facilities and service matters, and ensuring guest satisfaction, safety, and orderly conduct of activities within the premises.

Work Schedule

12-hours rotating shift (including weekends and public holidays as per roster).

Key Responsibilities

A) Guest Services & Front-of-House

• Welcome guests courteously and serve as the first point of contact.


• Handle guest enquiries, service requests, and feedback in a professional and timely manner.


• Manage complaints or issues promptly and elevate to relevant parties when necessary.


• Follow up with guests to ensure issues are satisfactorily resolved.


• Provide accurate information on building amenities, venues, and available services.


• Assist OCAS with verification of alumni status when required.

B) Operations & Facilities Coordination

• Coordinate with housekeeping, technicians, and security teams on cleaning issues, building defects, and other facilities-related matters.


• Ensure guest-facing and common areas are kept clean, tidy, and presentable at all times.


• Familiarise with event bookings guidelines, including Dos and Don’ts, and ensure events at Level 3 are conducted in an orderly and compliant manner.


• Update and upload announcements or presentation slides onto TV displays within the building.

C) Administration & Reporting Support

• Prepare basic reports and support the Management office with data collection and administrative tasks.


• Answer incoming calls, identify the purpose of each call, and relay information or requests to the appropriate parties.

D) Safety & Emergency Response

• Assist in evacuation procedures or emergency response activities when required.

*Any other ad hoc duties required from time to time.

Required Skills and Qualifications

Education

• Minimum GCE “O” Level, NITEC, Higher NITEC, or equivalent.


• Prior experience in customer service, front desk, helpdesk, concierge, or facilities operations is preferred.


• Training or exposure in service excellence, facilities management, or building operations will be an advantage.


• Willingness to work shifts, weekends, or public holidays where operationally required.

Skills

• Good interpersonal and communication skills, with the ability to interact professionally with guests, tenants, and internal stakeholders.


• Strong service mindset with the ability to handle enquiries, feedback, and complaints calmly and effectively.


• Ability to coordinate with multiple teams (housekeeping, technicians, security, management office).


• Basic administrative and reporting skills, including data collation and simple report preparation.


• Comfortable using computers and basic office systems (e.g. email, spreadsheets, presentation uploads).


• Able to prioritise tasks and manage multiple requests in a fast-paced environment.


• Good situational awareness, with the ability to respond appropriately during emergencies or evacuations.


• Detail-oriented, organised, and able to follow established procedures and guidelines.

Note: Only shortlisted candidate will be contacted for an interview in-person. Your understanding and application is greatly appreciated.