Front Office Executive 1
EY · Colombo
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Role name and description
GDS Workplace Enablement Services (WES) – Sri Lanka – Associate Front Office Executive
Font Office Executive manages the day-to-day operations of Front desk part of guest relations & hospitality functions and support Facilities Management of Workplace Enablement Services at EYGDS centre.
The opportunity
This position and role provide adequate opportunities to learn the Systems, tools and process of Guest Relation, Hospitality and Visitor Management. The role provides hands on experience on managing visitors, customers, meetings and events.
Your key responsibilities
- Managing Front desk operations -visitor management, receive and answer all incoming calls/mails/papers reporting complaints, access cards management and WES administrative activities.
- Responsible to coordinate Guest relations activities and drive operational excellence while coordinating for meetings & events
- Coordination on inhouse and external events by providing the logistical support and execution on events with meetings & events team working closely with business.
- Execution for events – Town halls, Global leadership visits, Partner confluence, strategic off sites, Global integration events held in Sri Lanka, Executive business meetings and important Client Meetings of internal teams.
- Providing assistance for local logistics arrangement for inbound/outbound visitors, expatriates and clients for business visits and accommodation arrangements for long term visitors with travel team.
- Responsible for managing Expatriates. Greet and Meet. Provide them with the orientation of the facility and support with providing all necessary information during their stay in the country. Manage expatriates’ business visa invite letters, FRRO (Foreigners Regional Registration Officer), visa extensions, relocation process, lease agreements etc.
- Responsible for coordinating monthly MIS for the Guest relation services with the service providers of Visitor transport, events and new hire accommodation.
- Responsible for handling system requests creation and follow up till requests closure. Support WES procurement process.
- Serves as a liaison with other departments within respective EYGDS centre, the community, and external agencies to provide information on available resources, events, and/or services.
- Responsible for handling customer escalations efficiently to create a continual improvement process in place and responds to emergency situations.
- Resolve customer escalations and disputes efficiently, with tact and diplomacy. Monitor service tickets and employee/customer satisfaction.
- Support FM team to organize, implement and direct facility maintenance operations and activities.
- Attend and contribute to all mandatory staff meetings, workshops, and retreats.
- Support to establish and maintain effective working relationships during all interactions with team/ cross functions and Service provider staff on site
Skills and attributes for success
- Should consistently demonstrate Organisation, time management, prioritising and the ability to handle a complex, varied workload.
- Exceptional customer service abilities.
- Excellent public relations and customer relationship management skills.
- Must be a well-organized, detail and customer (internal and external) oriented self-starter.
- Excellent communication skills – Should be able communicate clearly and concisely, both orally and in writing.
- Be able to Organize, implement and direct facility maintenance operations and activities
- Should possess Analytical and problem-solving skills
- Should have strong decision-making ability
- Should possess ability to lead and manage teams and projects
- Should pay attention to detail but also the ability to see the implications for the bigger picture
- Should have a good knowledge of MS Office package.
To qualify for the role, you must have
- 3-5 years of relevant experience.
- Bachelor's degree in Hospitality/Hotel Management, or equivalent professional level experience
- Excellent oral and written English communication skills.
Ideally, you’ll also have
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What we look for
- Participates regularly in EY-wide and function-specific meetings, events and people initiatives
- Takes charge of personal development and seeks out coaching and feedback regularly
- Demonstrates self-awareness while interacting with colleagues and adapts individual approach to enhance relationships
- Communicates effectively with contacts through careful questioning and listening
- Demonstrates a positive attitude by contributing energy and new ideas to team efforts and meetings
- Adapts approaches to others based on differences in individual style and backgrounds
- Considers input from diverse sources before forming conclusions
- Demonstrates an inclusive and globally aware mindset, understanding and respecting all the different backgrounds and styles of colleagues
- Develops positive relationships with peers, supervisors, mentors and counsellors who can provide advice and support
- Develops a diverse network through the mutual sharing of ideas, knowledge and resources and an acceptance of different perspectives
- Develops credibility and trust with clients and others by demonstrating an understanding of their needs, displaying good listening skills and asking appropriate questions
- Develops presentations that are clear and concise, addressing client’s questions and concerns
- Analyzes and clearly presents data and other information to identify significant trends or key issues
- Uses relevant data to generate insights and to facilitate discussions about the implications to priorities and projects
- Builds knowledge of service line and subservice line functions
- Understands and applies the correct methodology, tools and technology
- Participates in activities and promotes behaviours that benefit society and our communities
- Identifies issues affecting internal clients and provides clear rationale and explanations for suggested actions
- Understands and fully meets EY and local independence, ethical and regulatory requirements
- Compiles and assimilates information quickly and accurately identifies the most significant implications from that data
- Develops and maintains up-to-date knowledge in own functional area, sharing key learnings appropriately with colleagues
- Promotes knowledge sharing and conveys information tailored to audience needs, using graphics, tables and models, where appropriate, to improve impact
- Proposes credible suggestions and options that effectively resolve business challenges
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