Receptionist

Job Purpose

The receptionist supports the facilities management department as he/she serves as the first point of contact for an organization, providing a professional and friendly welcome to visitors, clients, and employees. The primary purpose of the role is to manage the front desk by greeting guests, answering and directing phone calls, and performing various administrative tasks to support daily office operations. Receptionists ensure that communication flows efficiently, visitors are handled appropriately, and the office environment remains organized and welcoming.

• Roles, Responsibilities, Duties

Service Delivery

• Excellent in Customer Experience.
• Observes highly professional manners and good conduct.
• Collaborate with the teams to meet highest service-level expectations and improve operational efficiency.
• Monitor and maintain service levels through regular audits and inspections, ensuring compliance with code of ethics.
• Demonstrates a natural enthusiasm for offering exceptional service to every visitor, guest, or caller.
• Anticipates the needs of others, ensuring each interaction is warm, personalized, and memorable.
• Maintains poise and a positive attitude, creating a welcoming environment that reflects the highest standards in hospitality.

Operational Excellence

• Greeting visitors and clients and directing them to the appropriate person or department.
• Answering, screening, and forwarding incoming calls.
• Managing the reception area to keep it tidy and presentable.
• Handling incoming and outgoing correspondence (mail, couriers, etc.).
• Scheduling appointments and maintaining calendars.
• Supporting administrative tasks such as data entry, filing, and document management.

Quality Excellence

Professionalism

• Maintains a neat appearance and a positive, courteous demeanor at all times.
• Handles sensitive information confidentially.

Exceptional Communication Skills

• Greeting everyone warmly and clearly, both in person and over the phone.
• Listens attentively and communicate information accurately.

Efficiency & Organization

• Manage the front desk effectively, multitasking without errors.
• Keeps records, schedules, and the reception area organized.

Proactive Problem-Solving

• Anticipates guest and office needs, resolving concerns quickly and efficiently.
• Takes initiative to support colleagues and improve processes.

Reliability & Consistency

• It is punctual and dependable, always ensuring coverage.
• Perform duties to a consistently high standard.

Customer Service Excellence

• Goes the extra mile to ensure every guest feels welcome and satisfied.
• Handles complaints or special requests graciously

Health and Safety

Visitor Management and Security

• Register all visitors and issue badges where required.
• Ensure all visitors are aware of safety procedures (e.g., evacuation routes).
• Monitor who enters and exits the premises to maintain building security.

Emergency Procedures

• Understand and communicate emergency procedures (e.g., fire, evacuation, medical emergencies).
• Keep emergency contact lists easily accessible.
• Direct visitors and employees during drills or real emergencies.
• Report incidents and hazards promptly to the appropriate personnel.

Health and Hygiene

• Maintain a clean and sanitized reception area.
• Ensure hand sanitizers and necessary supplies are available, especially during outbreaks (like flu/COVID-19).
• Monitor for any signs of illness in visitors and follow company protocols if someone appears unwell.

Branding

• Follow and implement Grooming and Hygiene standards.
• Follow approved uniforms without personal alteration.
• Maintain poise and a positive attitude, creating a welcoming environment that reflects the highest standards in hospitality as the face (brand) of the company.

Qualification:

• Post-secondary education or administrative courses.
• Certification- Language Fluency Training for Receptionists

Experience and Competencies:

Experience

• 3–5 years of relevant experience in Facilities Management, including a minimum of 2 years’ experience in the UAE in a front office, reception, or concierge role within the hospitality or hotel industry.
• Familiarity of Workplace Health and Safety standards best practices.

Competency

• Supports smooth workflow by coordinating with maintenance and housekeeping and security teams
• Strong attention to details and accuracy.
• Effective communication with supervisor and team members
• Reliable, punctual and able to work independently or as part of a team
• Adaptable to shift work, overtime and changing client demands
• Ability to handle client and customer escalations, drive performance improvements, and optimize service delivery
• Polished personal presentation
• Punctuality and reliability
• Discretion and ability to handle confidential information
• Knowledge of MS (word, excel, power point) office equipment (e.g., telephone systems, printers, scanners)
• Additional language skills (can be advantageous in multicultural settings)