Client Relations Specialist

Job Purpose

Operate on rotational duties to cover reception services during business hours as directed by the Owner;
One team approach across all service disciplines i.e. security, cleaning and maintenance;
Provide impeccable customer service, anticipate customer needs and provide attentive service;
Wear well-presented corporate uniform to be provided by the Contractor in line with the ICD Brookfield Place uniform policy;
Repertoire of languages within the Reception Team (English and Arabic minimum);
Where permanent staff are absent due to any type of leave, suitable replacement staff capable of performing the duties and with adequate knowledge of Building systems and operations are to be provided on a temporary basis.

Roles, Responsibilities, Duties

Conduct all functions for visitor management within the Building in coordination with Building security;
Welcome visitors arriving at the reception desk;
Receive notifications from Tenants of expected visitors and ensure these are correctly logged in the visitor management system;
For approved visitors, request, scan and log ID documents and information upon arrival and issue visitor access card;
Provide instruction on process for use of visitor access card for entry and exit;
For visitors without pre-approval, contact the relevant Tenant reception and request approval to allow access and comply with alternate procedures for specific Tenant requirements;
Coordinate with security for the collection of visitor access cards returned using the turnstile card deposit
Assist with access where required for people of determination;
Report directly to the Helpdesk (via online form, email or phone call in case of emergency) any building defect or service requirement related to the reception, lobby and areas surrounding the reception service locations;
Receive requests for service and complaints from visitors and Building occupiers and where possible inform them to contact the Helpdesk or log with the Helpdesk on their behalf;
Familiarize with Building, DIFC and local amenities, attractions and facilities to be able to provide visitors and Building occupiers with clear and concise guidance when requested;
Reporting (Daily, Weekly, Monthly, Quarterly, Annually);
Daily briefing with Tenant Relationship Manager;
Daily Status Update (Weekdays);
Weekly look ahead report;
Monthly Contract Management Report;
Monthly Financial Statement;
Annual Training & Appraisal Overview Report;
Incident Reports and Witness Statements as required;
Any other reports deemed necessary by the Owner in relation to the reception operations of the Building;
Establish and maintain following documentation and records;
Site Specific Assignment Instructions – to be reviewed upon any material change or at least once annually;
Staff attendance records;
Audit/inspection reports;
Incident Reports & Associated Witness Statements;
Accident Reports & Associated Witness Statements;
Any other reports deemed necessary by the Owner in relation to the cleaning operations of the Building;
Familiarize with the Emergency Response, Business Continuity and Disaster Recovery Plans for the Building and align with the relevant instructions in these plans;
Follow the instructions of the Owner in regard to Health, Safety & Environmental initiatives;
Adhere to all Building regulations, policies and procedures;
Ensure all team members receive training in the Emergency Evacuation procedures for the Building and participate in all Emergency Evacuation exercises;
Redirect courier, service and delivery personnel arriving at reception requesting Building entry to the Courier Reception at Level B1;
Liaise with security personnel on security related issues;
Conduct comprehensive duty handover from and to Building security team at beginning and end of service hours respectively;
Support management with the conduct of customer satisfaction survey distribution and receipt of responses where requested; and
Support management with general administration duties as requested from time to time.