Receptionist & Guest Relations

Job description / Role

Job Description
Our receptionists are the front face of Cloud Spaces & our Clients’ Businesses. They are the heart of the operation having an extremely important role which encompasses many skills i.e. answering our telephone lines, clients telephone lines, greeting guests, providing state of the art services and supporting our clients’ businesses.
You will be an ambassador of Cloud Spaces and your presentation should always be up to our brand standards, with a smile, a can-do attitude and professionalism.

Responsibilities include but not limited to

Leads
• Greet all clients as per Cloud Spaces standards
• Directing sales calls to the Manager, promptly and professionally. Aim 30 seconds within taking the call.
• Register every walk-in lead into the system.
• Ensure adequate stock of marketing material are always on hand.

Reception (General)
• Professionally manage incoming calls. All calls to be answered within 4 rings.
• Ensure everyone stepping out of the lift and passing reception is greeted with a smile – friendly and professional.
• DO NOT FORGET VISITORS WAITING IN RECEPTION. Act and follow up the client.
• Train clients on how they can manage their telephone moves update through the system.
• Update reception screen as soon as advised of changes. If client is not able to attend to it through their account. Obtain all programming requests in writing.

New Client Setup
• Accurately allocate phone numbers and phone set up for clients.
• Contact all new clients prior to their commencement date; introduce yourself as their new Receptionist. Go over their basic phone requirements and team names so all basic communication set ups are ready to go as soon as they arrive.
• Test all communication set ups.
• Record all first voicemails for new clients.
• Record all welcome messages for new clients.
• Obtain as much information as possible from the Manager and allocated PA before your meeting with client.
• Learn about your client’s business and ask further questions that would assist you in running their telephone and basic company representation.
• Introduce clients to the communication system and its many features, such as voicemail, diversion off premises, conference calls, etc.

Daily Tasks
• Monitor Boardrooms, Meeting Rooms, videoconferencing and office bookings via the system.
• Monitor all incoming and outgoing couriers and deliveries. Date and time stamp. Notify clients immediately on arrival (via phone or email message).
• Organize couriers
• Administer and record daily volume of incoming calls
• Inform Manager immediately of any conflicts relating to work to be completed or tasks that cannot be done.

Classification : Internal General Purpose
• Keep your manager informed of all areas relating to your position and your clients (includes positive comments, complaints, workload etc.)
• Booking travel / hotel / leisure arrangements.
• Keeping the reception / secretarial area tidy.
• Be a team player and assist the rest of the team.
• Visit Manager at the end of each day to discuss your achievements.
• Liaison with relevant 3rd parties in attending to air conditioning, lights and cleaning.

Clients
• Provide excellent customer service – aiming to exceed the client’s expectation by being efficient, accurate and helpful.
• Do not sit and wait for the client to ask for help. Be creative and offer suggestions on how you can assist their business.
• Understand client’s business to better assist the client.
• Assist clients with general requirements. Notify secretarial team of any secretarial work requested by a client.
• Maintain a professional and friendly rapport with clients. Do not cross the line and be too casual.
• Maintain the highest level of confidentiality
• Educate clients to use the Cloud System, create bookings and other business services.
• Liaise with all workspace clients daily face to face and Cloud membership clients over the phone
• If you enter a client’s office throughout the day and they have an empty cup or glass always remove it on your way out.
• Providing tourist information about your city. (Have a current tourist map / events at reception.) A great receptionist will know what is happening in her city e.g. where the best restaurants are etc.
• Knowledge is POWER! – know where to get anything in your city i.e.:
• Best restaurants (variety price range) including address and phone numbers
• Hotels / Serviced Apartments
• Stationery / printers
• Cultural Events

Administration
• Keeping client and floor records up to date.
• Organizing security office access passes /keeping records up-to-date.
• Responsible for end of month collation of figures as allocated by Manager.
• Always use system task timer, accurately.
• Understand the benefits we provide our clients.
• Understand your services chargeable potential and strive to achieve this in providing 5 star service to our clients.
• Exceeding the client’s expectation - efficient, accurate and helpful.
• Attend team meetings, functions, networking events.

Classification: Internal General Purpose
General
• Understand where your services opportunities lie to achieve set targets and actively work towards these.
• If you are sick or running late you must call your manager before commencement of business start time.
• Your keys must not be given to anyone. If a client would like their door opened, we require you to open it for them. \
• If you misplaced your keys find them immediately, ask all the team, maybe one of them picked them up. If you do not find them within 2 hours, your manager must be notified.
• Correct time and date stamp all incoming mail and correspondence through the day.
• If you enter a client’s office throughout the day and they have an empty cup or glass always remove it on your way out.
• Understand the capacity of our state-of-the-art equipment. Use your initiative and find out. Know and understand how to operate all equipment on the floor i.e.
• IP Phones
• TV
• Video conferencing
• Interactive screens
• Ability to plug in laptop or computers into internet connection in the boardroom and
• display/project to screen
• All Boardroom audio equipment
• Kitchen equipment
• Photocopier
• Scanner
• Printers

Requirements

• IT communication & floor equipment

A sound knowledge of all systems:
• Essensys / OPERATE
• Cloud Spaces Online Portal / App
• Cisco IP Phones & Call Manager
• IMAGICLE
• Equipment
• Photocopier
• Video conferencing
• TV / DVD player
• Utilize and follow the system in the Cloud Spaces Manuals
• Personal
• Grooming/dress code is professional and suitable style for the environment we work in
• Be honest and always talk up to your Line Manager and do not involve your team in your personal life.
• Have a “buddy” within Cloud Spaces Team .
• Ask and Learn.
• Smile! Have fun.
• Key Performance Indicators (KPI):
• Within 3 months of commencement date:
• Achieved all appropriate skill knowledge as listed
• Be comfortable working all equipment
• Completed all required Training .
• Proficient in Cloud System and the ability to upsell based on clients’ business requirements.
• Met minimum skills for Junior Secretarial position.
• Be achieving Support services monthly chargeable potential (within 20% of potential) Showing progressive increases since commencement date.
• Able to efficiently attend to leads / Future Clients
• Add value to the Business
• Add value to our clients’ business by providing great customer service.
• Ability to explain the benefits & USPs of Cloud Spaces

KEY ATTRIBUTES
• Attitude
• Positive
• Confident
• Enthusiasm
• Friendly – great smile
• Open and approachable
• Honest & sincere
• Communication Skills:
• Articulate and be courteous to clients.
• Multi-lingual - Arabic is an asset
• Good grammar, written and spoken
• Follow up. If anyone asks you to do something keep them informed of the outcome whether the task has been completed or it there is a delay. Communicate what action you have taken.
• Attention to detail
• Good Work Ethics
• Want to work and contribute
• Want to achieve
• Want to succeed
• Not a clock watcher
• Punctual
• Works well under pressure
• Flexibility
• Each client may do things differently
• Varying work on a daily, weekly basis
• Culture Fit
• Positive Energy
• Add Value and make a difference.
• Can multi-task
• Remain calm
• A solutions provider:
• Ability to work logically through problems to a solution
• Customer Service Focused:
• Listen to your clients
• Ability to approach clients and offer support
• Proactive with genuine interest to help clients
• Awareness
• Initiative “a good Receptionist” anticipates
• What is required next and acts.
• Aware of their surroundings, who’s walking by, who’s getting out of the lift.

About the Company

Cloud Spaces, Aldar group's pioneering brand is a business and lifestyle co-working space with a lively and welcoming environment that is ideal for those looking for an inspiring place to work.

It is Middle East's first coworking space located within a shopping mall, Yas Mall in Abu Dhabi ,our flagship location becoming the first shopping mall in this region to harbour such a concept within its premises. Our recent Expansion in Abu Dhabi Global Market financial centre has also given international clients a platform to conduct business and grow in the region.

We offer a variety of contemporary and modern workspaces designed to deliver comfort and spark motivation. A co-working space solutions for anyone who is a creative entrepreneur, freelancer , large business entity or an SME by creating an environment to work, connect and collaborate. It is designed to offer a variety of solutions to suit work needs and unleash creativity, from fully furnished office suites, to spacious and ventilated lounges, sound-proof cubicles, open work desks and fully-equipped meeting rooms. Opportunity to work within a community and meet other professionals, and give a platform for business to grow to greater heights. The coworking zones make it easy for professionals from different companies to meet and form mutually beneficial business relationships.

Considering the expansion plans, the company is looking out for professionals from various sectors who are committed and are ready to strive with the companies vision.