Service Team Manager

2 weeks ago

Cape Town, South Africa Travelstart Online Travel Operations Pty LTD Full time

**Overview**:
The following document outlines your key responsibilities & duties, including the skill set required for this role. As your career progresses within Innovation City we expect you to grow and develop in your role. Any significant changes in your Job Description will be consulted with you whereafter necessary changes to the job description will be made. Your Job Description combined with your Key Performance Areas / Indicators will provide you with a robust guide to your expected level of performance.

**Purpose of the role**:

- The Service Team Manager
- Assists in creating a world-class working environment by providing Innovation City members, clients, staff and visitors with an outstanding, professional and stylish office atmosphere;
- Manages the Innovation and Travelstart (private client) Cape Town office affairs and ensures that it is a comfortable, safe and welcoming workspace that inherently drives Innovation City core values and culture

**Reception**:
(An overview, but is not limited to the full function of the role)
- Create a world-class impression of the Innovation City Reception - the front desk is professionally manned at all times and is kept neat and tidy
- Manage the Reception team and work closely with them to ensure that all duties are carried out in a professional manner
- Receptionists are fully trained and aware of all duties and tasks (as per their individual Job Descriptions)
- Resolve any Reception issues as needed and amend existing procedures/workflows as needed to improve the efficiency and effectiveness of Reception
- Manage Innovation City and Travelstart (private client) visitor experience
- Ensure that visitors are warmly welcomed, met in a professional and friendly manner, sign in on Nexadus, are given a visitor’s lanyard and are explained the Visitor Policy.
- Ensure Innovation City members know of and abide by the Innovation City Visitor policy
- VIP guests are received with special hospitality and accompanied to specific meeting rooms
- VIP guests are given an office tour if requested

**Meeting Rooms**:

- Continually look for ways to keep meeting rooms stylish and upgraded with modern décor, style and technology
- Manage tidiness of meeting rooms and ensure that the housekeeping team is clean after meetings and that there are fresh beverages in the JFK fridge for VIP meetings as requested
- Manage requests for additional chairs added to meeting rooms
- Ensure that white/glass boards are cleaned regularly
- Ensure that meeting room schedules are professionally managed by Receptionists and assist in problem-solving any overlapping booking issues

**Office General**:

- Manage internal and external storerooms, including ensuring these are kept neat and tidy at all times
- Arrange external cleaning companies to keep internal glass and hard-to-reach areas clean
- Arrange for external Pest Control and secure document removal
- Manage internal plants and flowers with external contractors
- Manage hygiene specialists for bathrooms
- Manage the housekeeping team and ensure their well being
- Ensure that cleaning material is always in stock
- Ensure that the entire office is consistently and daily cleaned and kept tidy
- Manage the ordering for:

- weekly groceries and cleaning consumables
- monthly stationery for the office (including paper and ink/toner for the printers)
- Manage the recycling and water-saving efforts in the office
- Manage and arrange office branding and refreshers as needed
- Ensure that all furniture is always in its original place
- Ensure that workstations are kept as neat and tidy as possible and do regular checks to reinforce this, including ensuring no eating at workstations
- Constantly strive to find solutions to any issues and complaints from the Innovation City members regarding the office space
- Order and control office furniture as needed as well as special requests for desks, standing desks, storage, whiteboards and chairs
- In collaboration with Managers, plan new seating arrangements and layouts as needed in accordance with the growth of staff
- Manage relationship with the Landlord (GrowthPoint) with regard to all office and building-related issues
- Ensure that all kitchenettes are fully stocked daily with consumables and condiments
- Coordinate various printing jobs for business cards and greeting cards as well as printed office stationery
- Ensure that temperatures are regulated in meeting rooms and open office spaces by appointed contractors and landlord Building Manager
- Ensure office-related information is communicated to the Travelstart (private client) Cape Town office staff as needed and timeously

**Member Hospitality**:

- Receive the handover of new members from the Sales team once the membership agreement signed
- All preparation needed for member’s first day; coordinating with Office Team and IT Support Team
- Welcome and onboarding of new members
- Managing member requests and needs
- Assisting other Innovat

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