Facilities Assistant

Job description

JOB DESCRIPTION

TITLE

Receptionist / Facilities Assistant

BUSINESS UNIT

Integrated Facilities Management

REPORTING TO

KEY STAKEHOLDERS

Facilities Manager

Googlers & Vendor Staff

 

DUTIES AND RESPONSIBILITIES

The Individual is responsible for providing excellent customer service and creating an exceptional experience to all Google staff, TVCs, their guests and vendors who are their business partners. They must be able to effectively communicate information verbally regarding the building, the office and its facilities, and facilities in and around the area. Additionally, it is their responsibility to maintain the cleanliness, comfort, safety, and overall appearance of their assigned area to the highest standards, either through self performance or vendors.  The Individual must be able to offer assistance to all staff at this site. The expression “Going above and beyond” is a normal operating standard for this position.  The Individual will perform any other tasks that may be assigned to them which is related but not exclusive to customer service, hospitality, meeting room services management, project coordination, the broad spectrum of facilities & building management and operations (hard and soft services, etc), space planning, event management and any others that may fall within the scope mentioned.

This position also requires the individual to have an ear to the ground and be aware of everything that’s going in the organisation, from knowing which important meetings and events will be taking place.

The Individual represents the brand and image of both our client and JLL. It is likely to be the first face that a visitor sees when he steps out of the lift or into the office, and it is therefore crucial that she is given a positive experience from the first step into the client’s office space. The individual to be punctual, dependable and reliable. In addition, the individual is expected to remain poised, polite and professional during any people conflicts. Maturity, a cool head and fun-loving attitude is necessary.

Create and provide memorable and exceptional experience for all clients, internal and external, in the Google office.

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Ensure messaging is consistent and in line with directions given by the manager.

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Respond to client inquiries and concerns promptly and with courtesy and enthusiasm.

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Build relationships by engaging clients in authentic, personable conversations.

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Create WOW experiences by anticipating client needs and seizing the moment; acting on them before being requested.

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Provide a positive environment where things get done.

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Take ownership of customer issues and proactively seek to resolve them quickly.

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Provide end to end service; take responsibility and accountability.

Provide exceptional communication to clients.

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Communicate effectively and correctly.

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Respond, follow up and close – both via email and in person.

Maintain current / up to date knowledge of the building and office procedures and client/guest-related information including, but not limited to:

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Information about the history of the office location, and the office design concept

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Information on the facilities of the building, in the office, and of the general area

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General event information

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Emergency response procedure and incident reporting

Patrol and check the immediate space of responsibility for cleanliness issues, safety (and security) hazards and document any irregularities.

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Be the eyes and ears of the EHS and soft services/hard services/ operations team. Maintain the general presentation of the office by appropriately notifying departments/owners responsible for the maintenance, or to self-perform the remedy immediately, regardless whether it is a temporary or permanent solution, and where it is possible to do so without compromising on safety and standards. 

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Report infractions immediately and according to procedure

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Ensure that the aesthetics are preserved and repairs requirements are reported to immediately and actions taken promptly

Provide back-up support and cover to absent team members.

Carry out tasks relating to customer service, hospitality and experience, administration, the broad spectrum of facilities & building management and operations (hard and soft services etc), space planning, event management and any others that may fall within the scope mentioned

Community events support

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Contribute to ideas development and solutioning

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Where possible and applicable, employ technological solutions to enhance customer experience, and increase the efficiencies of deliveries

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Support the team members with the coordination of community events including but not exclusive to the following:

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Vendor sourcing, and service and cost negotiation

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Props sourcing and contributing to DIY efforts

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Develop pre and post event publicity materials including posters, videos, etc

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Information research

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Maintain excellent relationship with the vendor so that they are motivated to provide good customer service and go above and beyond

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Immediately inform the line manager of any vendor or customer related issues, or when there is a sense of potential issues

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Develop back up plans to ensure that the events can continue on time and deliver the desired output

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Manage inventory register, movements and tracking

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Provide low cost ideas/solutions which do not compromise on quality

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Assist to develop publicity content and strategy

Internal publicity management

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Publish the events on JLL Peeps @ Google, REWS Apac Experience Rockstar, and any other available portal to increase awareness of the team’s initiatives

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Manage the online database of images, artwork and materials related to the events

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Contribute to annual event calendar planning

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Assist with event budget planning and cost management, tracking spend and maintaining the relevant receipts and vendor database

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Assist to develop event presentation materials - concepts, ideas board, etc

Assist with mobile concierge related duties as required, taking duty rotation as assigned

Filing and data management

Meeting room services management

Support the team members with the requirements of meeting room services management including pre-badging support, internal coordination to facilitate end to end services delivery

 

CANDIDATE SPECIFICATION:  KEY SELECTION CRITERIA

Critical Competencies for Sucess

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Great attitude

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Proactive and positive

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Can-do attitude

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Solution oriented

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Client Focus & Relationship Management

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Demonstrates proactive and professional approach to customer service and stakeholder engagement

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Able to interact with a wide range of client staff, including senior levels and support staff

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Able to manage conflict and balance between client and JLL requirements

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Has a customer service oriented attitude

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Collaboration and Team Worker

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Able to work collaboratively and be part of a team working towards meeting deliverables

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Project Management & Organizational Skills

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Excellent planning & organizational skills, ability to prioritize work and meet tight deadlines

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Proven ability to manage multiple operational matters on a daily basis

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Problem Solving & Strategic Thinking

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Capacity to deal with ambiguity and solve problems effectively

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Analytical, proven ability to solve problems using a quantitative approach

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Able to employ holistic approaches and looks at long term solutions

Other Personal Characteristics

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Strong communicator

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Good presentation skills and possesses strong verbal & written communication skills (English & Mandarin)

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Skilled at using positive language

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An active listener

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Passion for quality

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Has an eye for detail to make sure the best delivery of services

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Self-motivated

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Confident and energetic

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Enthusiastic

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Strong sense of ownership

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Ability to effectively deal with stressful situations

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Exhibits honesty & trustworthiness

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Open to new ideas & willing to challenge status quo

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