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Workplace Concierge at SPS
London, United Kingdom
Job Descrption
The Workplace Concierge will serve as a conduit for all FTI office services, supporting the primary Workplace team, Guest Relations, IT, AV Support, Document Services, Cleaning, Maintenance and Catering.
The role of the Workplace Concierge is to provide the highest level of care to our clients and internal stakeholders, personally taking responsibility for their requests to ensure that they are completed on time, and exceeding their expectations where possible. Our Workplace Concierge should convey an attitude where no request is too big and no detail is too small, creating a personal service to all at FTI Consulting, while promoting and nurturing a culture of excellence. You will be the ‘go-to’ person for all workplace-related enquiries.
We don’t just offer a great service; we take care of all the little things that make a real difference to the experiences people have in their Workplace. People make companies and we want all of us at SPS to be the most positively... engaged, working together in supportive teams, and always evolving to provide the best service. The foundation of our culture is to build trusted partnerships with our people and our clients.
Duties and Responsibilities:
• Provide a warm, courteous, and prompt service experience for all FTI Consulting staff and their visitors.
• Actively and positively engage with colleagues and other stakeholders to ensure a seamless service experience.
• Ensure that all customers are dealt with efficiently so that an exceptionally high standard of service is provided at all times, personally taking responsibility for their requests to ensure that they are completed, exceeding their expectations where possible.
• To be fully aware and knowledgeable of all client spaces including all meeting rooms, office spaces and departmental areas to direct staff/visitors or any queries as appropriate and always provide the highest level of client care.
• Build relations with internal stakeholders to anticipate their needs and develop on-floor services.
• To act as the hub of all knowledge for FTI Consulting's services, and serve as the main conduit for the FTI Consulting Workplace team and wider Service Partners.
• To take on and assume responsibility for any request given by staff, regardless of its nature – form strong relationships with other service partners to be able to discuss, report and manage these requests effectively.
• Conduct regular walks across the office space to monitor meeting room usage, collecting data on rooms that are being booked out, un-booked meetings, no shows etc.
• Tidy up internal rooms as necessary, ensuring whiteboards are cleaned down and any rubbish left inside is removed.
• Monitor each room against the FTI standardised checklist, ensuring all items are accounted for.
• Assisting with AV support where necessary across meeting rooms, office spaces and floors, helping staff set up Teams calls and the use of Clickshare.
• Advise on desk booking, assisting staff in booking desks through Condeco using the booking screen.
• When conducting floor walks, report on any discovered maintenance faults through Service Now, maintain a relationship with the primary maintenance operative and ensure communication is regular.
• Help to maintain FTI Consulting’s ‘clear desk’ policy. Ensure unclaimed desks are empty and free of documents, equipment etc.
• Monitor desk usage using Condeco, conducting regular checks noting which areas have a high number of un-booked spaces and which teams are not booking desks.
• Assist the cleaning team when possible – reporting any spillages, and noting when kitchen and bathroom stock is low. Build a strong relationship with the cleaning staff and supervisor.
• Form a close relationship with Baxter Storey in the canteen (The Hub), and assist where needed with their regular pop-up stands and event hosting.
• Offer the Workplace Concierge services to any event that FTI Consulting wishes to host in the Hub or elsewhere in the office, if appropriate.
• Be an advocate for health and safety and be proactive in reporting any potential hazards to the appropriate teams while conducting floor walks.
• To show commitment to all company values in all aspects of your role.
• To attend to any reasonable request made by the client or by management.
• Communicate relevant information to key stakeholders in a timely manner.
• Assist with collating any monthly and ad-hoc reports on service usage and service issues to ensure that customers and management receive appropriate information in an accurate and timely manner.
• Handle all incoming inquiries promptly warmly and courteously. Monitor the Workplace Concierge inbox and ensure it is tidy and correctly categorized.
• Keeping our team members and our customers safe is paramount, and we expect you to adhere to all company policies and guidelines and lead by example. Always ensure you are fulfilling all your responsibilities which should become second nature.
• Become familiar with policies relating to all H&S requirements. You must ensure these are implemented and adhered to all times and attend mandatory updates.
• Complete all mandatory training from SPS and the client if required.
This job description is actively maintained and will adapt as needed to meet the evolving requirements of FTI’s business. As our operations and priorities change, we will update the content to ensure it remains relevant and aligned with our strategic goals.
Person specification:
The ideal candidate will display knowledge and experience of the following;
Interpersonal Skills / Experience
• Minimum 3 years’ experience working in Corporate Reception, High-end Hospitality or High-end Retail.
• Ability to build a rapport quickly through a warm and empathetic manner.
• Able to think in a proactive manner in all tasks.
• Adaptable in a high pressured environment with the ability to stay calm providing care and support.
• Strong emotional intelligence with the ability to communicate in a range of situations (verbally and in writing).
• Flexible and able to take ownership with the ability to proactively use all resources available to resolve an emergency.
• Must be organised and able to prioritise workload with exceptional attention to detail.
• Working knowledge of health and safety processes and personal responsibilities would be advantageous.
Skills/Competencies
• High-level customer service skills, tailor-made for a corporate environment.
• Portray yourself as an ambassador for SPS and FTI.
• Excellent communication skills - both written and verbal.
• 'Knowing your audience' - establishing the best way to communicate customer to the customer, instead of 'one size fits all'.
• Establishing and maintaining strong relationships with staff; keeping a friendly and positive demeanour at all times.
• Anticipating the customer's needs by being proactive and positively engaged, adapting to individual requirements. Flexibility is essential.
• Excellent conflict management skills - knowing how to resolve dissatisfied customers effectively while maintaining already established relationships.
• Knowing how to problem solve effectively, looking for alternative solutions to problems instead of simply saying 'no' to the customer.
• Creative thinking - when confronted with the unexpected, ‘out of the box’ thinking is essential. Unconventional solutions to problems can often be the best approach.
• On an ongoing basis, give feedback on all current services and seek to introduce incremental improvements that will differentiate the level of service provided to all customers.
• Communicate promptly to your line manager, as appropriate, any comments and complaints made about our service.
N.B. All roles will be expected to undertake manual handling duties within their physical capabilities. It is therefore, essential that if you have a disability which will limit your ability to undertake this type of work, you alert us at interview to this.
SPS UK&I ensures equal employment opportunity to all employees and applicants without regard to race, colour, religion, gender, sexual orientation, national origin, ethnic background, age, marital status, physical or mental disabilities, or any other characteristic protected by law. Our policy extends all phases of the employment process, including recruitment, selection, transfer, training, restructuring, promotion and compensation.
Job Reference: SPS3375
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