Front Desk Supervisor

Tsebo Solutions Group; Pretoria; On-site; ZAR 150,000 - 200,000; Full time

Job summary

A leading facilities management company in Pretoria is seeking an experienced Concierge to manage guest relations and operational tasks. The ideal candidate will have at least 3 years of experience in hospitality, strong communication skills, and a commitment to delivering exceptional customer service. This role demands attention to detail and a customer-first approach, ensuring all needs are met efficiently.

Qualifications

• Grade 12 (non-negotiable) plus relevant experience.
• Computer literacy required.
• 3 years of reception experience in hospitality.

Responsibilities

• Review and manage guest arrivals and departures.
• Anticipate client needs and respond courteously.
• Prepare reports and maintain relevant records.

Skills

Customer-oriented attitude

Outstanding communication abilities

Attention to detail

Organizational skills

Emotional Intelligence

Education

Grade 12

2-3 years frontline hotel/customer service experience

Minimum 3 years’ experience as a Receptionist

Tools

MS Office Suite

Job description

Duties & Responsibilities

Operational Delivery

• Review visitor and client arrivals for the day to arriving, departing and in-house guest by providing accurate and timely information and services
• Responds in a professional and courteous manner
• Attend to special arrival and meeting room requirements
• Provide information about amenities, area and venues
• Anticipate client needs and build rapport with clients
• Offer assistance with certain tasks (e.g. confirming travel arrangements, taking messages, restaurant reservations, etc)
• Offer assistance with meeting room technical requirements.
• Report client feedback to the Helpdesk and revert to clients and visitors with resolution
• Escalate unresolved complaints to the Manager when necessary
• Report any building maintenance to the TFS call centre daily.
• Ensure compliance with health and quality standards
• Ensure all meeting rooms are set up as required by the client.
• Conduct daily inspections to ensure that all chairs are in place, meeting room is clean and cables are tidy.
• Test AC and VC equipment prior to use.
• Ensure water jugs are refreshed regularly throughout the day and that clean glasses are available at all times.
• Ensure that all white boards are cleaned, white board markers are working well and that an eraser is available.
• Sign Condeco panels in and out as and when required.
• Ensure that rooms are cleared and tidied after each meeting.
• Ensure that tables are cleared and chairs are aligned after each meeting.
• Report over flowing dustbins and cleaning issues to the cleaning team on duty in your area.
• Report and hand in any lost property found in meeting rooms to security.
  
  

Customer Focus

• Work with teams to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime value
• Interact with client to provide and process information in response to inquiries, concerns and requests about products and services
• Conduct client satisfaction surveys to ensure clients are satisfied with the products and services
• Keep up to date with business objectives within the environment
• Provide advice on general changes and compliance within the workplace management framework when required
• Work with processes and procedures in such a way that operational efficiencies and performance are enhanced
• Attend to and resolve all customer queries timeously or escalate when necessary
• Follow up and follow through on all queries timeously
• Manage conflict
• Ensure that all bookings for your floor is noted and planned at least 48 hours prior to the meeting.
  
  

Reporting

• Prepare all weekly/monthly reporting within set timeframes for submission to your manager
• Update and maintain all relevant records
• Compile and prepare stats as and when required by your manager
  
  

Code Of Conduct

• Undertake such other responsibilities as directed by Management that will drive sustainability.
• Work in a flexible way when the occasion arises so that tasks, which are not specifically covered in the job description, are undertaken.
• Take responsibility for one’s own performance.
• Promote TFS’s image and corporate citizenry through deliberate and co-ordinated activities.
• Adhere to the TFS’s Safety, Health, Environmental and Quality (SHEQ) Management System’s Policies & Procedures as applicable to this position.
• Ensure TFS ethical values are adhered to.
  
  

Skills and Competencies

• MS Office Suite
• Knowledge of equipment, materials and suppliers used in facilities management.
• Proven experience as a Concierge
• Familiarity with hospitality industry standards
• Proficiency in English; knowledge of additional languages is a plus
• Computer literacy
• A customer-oriented and professional attitude
• An outgoing personality
• Outstanding communication abilities
• Excellent organizational and time-management skills
• Hospitality and customer centric focus.
• Emotional Intelligence: ability to work with colleagues who have different ways of behaving and interacting.
• Resilience: ability to cope with setbacks.
• Ability to work unsupervised.
• Self-disciplined, motivated, energetic self –starter with an exemplary work ethos.
• Capability to interact with both internal and external customers at all levels.
• Ability to maintain confidentiality.
• Attention to detail with a methodical and structural approach.
• Results focussed and professionalism
• Ability to multitask
• Ability to follow established procedures.
• Ability to work under pressure.
• Project a professional and competent image at all times when on duty.
• Ability to resolve conflict.
• Ability to work under pressure.
• Ability to deliver high quality customer service consistently.
  
  

Qualifications

• Grade 12 (non-negotiable) plus….
• Computer literacy
• 2-3 years frontline hotel/customer service experience
• Minimum 3 years’ experience as a Receptionist in a hospitality environment