We're Host!
We believe your office should allow you to feel comfortable, productive, and inspired in your working life. Because when people feel encouraged, extraordinary things happen.
As the heart of the workplace, you will help cultivate a sense of community by putting the well-being of others at the forefront. As you collaborate with colleagues to create a culture of support, you will have countless opportunities to inspire moments of delight and pursue amazing outcomes each day.
With Host, you can join a team that elevates the office experience by delivering extraordinary services that make coming to work better than it’s ever been.
JOB SUMMARY
The Experience Reception/Concierge acts as the heart of the workplace providing personalized services to team members and visitors alike, and administrative support to develop a sense of community.
Host uses people-led, technology-enabled services to connect employees to their environment via their mobile devices, as well as through high-touch services and extraordinary customer service support. "
The individual in this role acts as the first point of engagement with team members and visitors alike, creating a warm, supportive, and service-oriented atmosphere that enhances the Experience.
They are responsible for providing front-of-house reception services including but not limited to greeting visitors in a warm and welcoming manner, answering and directing calls, assisting with transportation, advising on local attractions, and other service-based or administrative tasks as assigned.
DUTIES & RESPONSIBILITIES
Welcomes tenants/employees and announces clients, applicants, and visitors.
Responsible for responding promptly with accurate and thorough information according to specific requests from tenants, employees, and visitors.
Conducts a variety of front-of-house activities including Guest registration through badging software. Guest accommodation with luggage/coats, etc. Provides visitors with information to navigate the building including pointing out the nearest amenities and fire exits. Issues visitor passes and validates parking. Answers telephone in a friendly, professional manner. Maintains accurate records of service requests and status.
Arranges building escorts as needed. Receives and directs incoming calls to appropriate personnel/tenants and voicemails.
Provides personal services to tenants/employees and guests including but not limited to arranging and confirming recreational, dining, and/or business activities, arrangement of transportation & travel arrangements, office wayfinding, lobby appearance management, visitor volume tracking & reporting, reception services, visitor refreshments, storytelling & campus tours, meal & activity reservations, guest & administrative support, shipping, coordinate car detailing & on-site car refueling, laundry & dry cleaning services, gift & package orders and other services as needed.
Continually maintains the neat appearance of the reception/lobby area, conference rooms café, and other common areas. Serves as point-of-contact and/or extension of the facilities team as representative of the Experience team. Requests building and housekeeping services as needed. Periodically inspects common area equipment to ensure good operating conditions. Arranges equipment service as needed. Resolve standard supplies and information to be maintained at the front desk. May assist with temporary signage.
Performs general administrative duties associated with distributing packages and mail as required. Uses tracking systems to record inbound and outbound courier, freight, and mail. Meters mail. Arranges messenger service as needed. Follows location security procedures for screening inbound deliveries.
Provides support for the Experience Services team as advised, including expense management, meeting coordination, equipment care, and supply management. Ensures all billings for business services are invoiced and billed as required.
Follows security and emergency procedures as defined for the property. Responds to emergencies in a calm, efficient manner. Summons appropriate assistance and makes appropriate notifications by operating procedures.
May order and stock office supplies and other common-use items for the location or common areas, such as café supplies, equipment toner, printer paper, freight, and shipping supplies, etc.
Maintains a file of services including transportation sources, accommodations, and referral contacts. May arrange convenience/hospitality services for guests such as transportation, tickets, reservations, etc.
May provide reporting and insight to clients and property teams to improve product and service delivery. May give site-specific content for Host Digital.
Performs other duties as assigned.
QUALIFICATIONS
HS Diploma or GED required. Bachelor's degree or professional hospitality accreditations preferred.
Prior Customer Service experience is required.
A minimum of 1 year of Front Desk, Concierge, customer service, or other hospitality experience is preferred.
Solid understanding of the surrounding area and all recreational, hospitality, and business-related information.
Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding. Ability to write routine reports and correspondence. Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisors.
Comfortable meeting and engaging with new people.
Warm and engaging demeanor and can assess circumstances, empathize and offer help.
Applies a high level of attention to detail as well as strong communication skills.
Has a positive demeanor and a strong sense of urgency in resolving any issues that may arise.
Ability to calculate simple figures such as percentages.
Ability to understand and carry out general instructions in standard situations. Ability to solve problems in standard situations. Requires basic analytical skills.
Intermediate skills with Microsoft Office Suite, handheld mobile technologies, and applications.
Good organizational and strong problem-solving skills. Highly adaptable and flexible.
Ability to work independently with little supervision.
Ability to work flexible work schedules based on office needs.
Strong problem-solving skills. Highly adaptable and flexible. Ability to work independently with little supervision.
Ability to work requiring significant walking or through other means of mobility. Ability to work in a standing position for long periods. Ability to reach, bend, stoop, push, and/or pull and frequently lift to 20 lbs. and occasionally lift/move up to 40 lbs.
SCOPE OF RESPONSIBILITY
Decisions are made with an understanding of procedures and company policies to achieve set results and deadlines. Responsible for setting own project deadlines. Errors in judgment may cause a short-term impact on co-workers and supervisors.
SAFETY
Responsible for personal safety and the safety of those who are affected by your work. This includes but is not limited to:
- Complete at a satisfactory level all required and assigned HSE training.
- Follow all activity policies and procedures, including all HSE-related requirements at all times.
- Participate in all HSE-related programs & activities as required, including incident investigations, interviews, auditing, and assessment, etc.
- Report any condition which you feel could result in an accident or injury and/or stop work if required.
NOTE: Some, but not all, of our positions may have an additional requirement to comply with COVID-19 health and safety protocols, including COVID-19 vaccination proof and/or rigorous testing. If you have questions about the requirement(s) for this position, please inform your Recruiter.
Our experience offering connects employees to their environments - via technology, amenities, and communities that matter the most. Host’s scalable product suite includes concierge-quality services provided by talented CBRE “hosts”; world-class customer service training and certification; and a powerful, enterprise-grade technology platform.
The platform, which can be tailored to specific client requirements, features a robust mobile experience that allows users to navigate the workplace, schedule meetings with colleagues, reserve workspaces, use food and beverage services, and access building and concierge services.
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