Front House

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 clients 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 ones own performance.
• Promote TFSs 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 teams performance promoting achievements and identifying weaker areas for improvement