Front House

6 months ago

Johannesburg, South Africa Tsebo Group Full time

**About Us**:
Tsebo Facilities is looking for Front House (Reservation Agent) to ensure quality systems and processes are adhered to and monitored on an ongoing basis in a manner that achieves the objectives of EY by administering and supporting the management of the Enterprise Reservation System (ERS) utilised by EY for, meeting rooms, events and AV/VC bookings in accordance with the workplace services within the master service agreement.

As the leading integrated facilities solutions provider in Africa and the Middle East, operating in over 28 countries, with over 40 000 employees, the Tsebo Solutions Group enables businesses to optimise their efficiency and productivity, and become more successful. We take responsibility of our customers’ non-core activities outside of their expertise, empowering them to focus on their core business. Our local expertise, global standards and innovative cross-divisional solutions, such as catering, cleaning, facility management and security, give us the edge to optimise our customers non-core operations, allowing them to enjoy reduced cost, risk and complexity.

**Duties & Responsibilities**:
**Operational Delivery**:

- Ensure that all meetings booked by clients on the ERS system are confirmed and confirmation communicated to relevant client.
- Support offices nationally with booking queries in relation to the ERS system
- Have a good understanding of the client’s requirements for the room and coordinate set up details with the relevant Tsebo team.
- Generate and distribute relevant reports from the ERS system to the client/manager as required.
- Ensure that all bookings booked more than 6 months in advance is scheduled and confirmed accordingly.
- Ensure that all confirmed meetings are displayed on the scheduled meeting room Condeco panel.
- Brief and inform all AV support staff of all VC and AV requirements in advance.
- Ensure that WIFI details are active and distributed to supporting parties for clients
- Brief Logistics Clerks of set up requirements in advance.
- Manage incoming faxes for the JHB office to ensure they are distributed timeously and to the relevant parties.
- Report and hand in any lost property found in meeting rooms to security.
- Assist to ensure water bottles are refreshed regularly throughout the day and that clean glasses are available at all times.
- Report any building maintenance to the Helpdesk daily.
- Ensure any system queries or errors are reported the EY custodian.
- Perform random checks on the system functionality and reports.
- Ensure that all Tsebo support staff receive events /meeting schedules 24 hours before the event or meeting.
- Manage shuttle driver bookings.

**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 developments and strategic 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 escalated queries timeously.
- Manage conflict.

**Reporting**:

- Prepare daily reporting within set timeframes for distributing to the relevant parties. 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 & EY 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
- Good understanding of the utilisation of the ERS system.
- Good understanding of the EY structure and staff member roles.
- Proficiency in English; knowledge of additional languages is a plus
- Excellent verbal and written communication skills
- 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 and within a team.
- Self-disciplined, motivated, energetic self -starter with an exemplary work

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