Job Description
Basics done better Ensure the fundamentals of customer services are followed and delivery to the highest standards
Lead by example and inspire wider onsite teams
Deliver a warm hospitality-style welcome and a fond farewell to clients, customers, and guests, ensuring they receive a unique experience throughout their time at the estate.
Track, oversee and optimize all customer interactions to build strong relationships with all stakeholders
Establish team spirit and collaboration
Increase client, customer, guest and service partner loyalty and achieve highest satisfaction ratings
Create bespoke CX enhancement plans to drive positive outcomes and customer retention
Follow Beyond : Front of House standard operating procedures and guidelines
Responding to telephone or email enquiries from internal or external clients in a professional manner, ensuring appropriate follow up on any actions as required
Ensure property guest management processes are strictly followed
Deal with complaints and offer prompt resolutions, escalate where necessary
Ensure all front of house areas are always immaculately presented
Data processing and management of databases, ensuring accurate and timely import of information
Identify opportunities to enhance the customer experiences by being innovative and creative
Actively participate and support all Beyond : Front of House initiatives to elevate customer experience delivery
Ensure temporary team members are trained as per Beyond : Front of House standards and maintain training records
Firmly abide by Beyond : Front of House dress code and personal presentation policy
Log any property faults / issues with the helpdesk and inform the Facilities Management team
Obtain and evaluate CX feedback from customers, guests and stakeholders, draft improvement action plans
Mapping property customer journeys in order to identify CX enhancement opportunities
Proactively design processes and preventive measures to eliminate any complaints and service delivery shortfalls
Responsible for the overall performance of the onsite Team
Maintain and produce CX specified reports (pre and post execution data), illustrating operational statistics / data etc.
Carry out daily / weekly walk arounds to personally engage with the Occupiers
Occupier access as required
Practice quality assurance inspections (from the inside and outside), including the terrace to ensure it is always in a neat and presentable condition
Be the occupier liaison, conduct occupier meetings and organize any occupier access as required
Create, plan and execute community, occupier, social media & social value engagement initiatives working closely with the Beyond CX leadership team (design property content planner for each of the above sections)
Launch & maintain property social media handles, create a social media content planner
Ensure you perform your duties to the highest degree of dedication and commitment
Practice lobby hosting on a daily basis as specified by the property management leadership team
Expertise & Professional Development
You are the go to’ person in your area of expertise / specialty for questions from your colleagues, clients and customers
You are solutions focused, advising colleagues and stakeholders with solutions not problems
Excellent knowledge of MS Outlook, Word, Excel and PowerPoint
You demonstrate knowledge and awareness of property H&S and Compliance, building management, onsite service partner liaison & performance management.
You have events and / or marketing background in the hospitality sector
Commercial Awareness & Value Add
You are aware of the property’s financial and business objectives
You actively look for best practice ways of working, encouraging CX team interactions with clients, customers, guests and stakeholders
You are confidently able to implement Beyond : Front of House department’s onsite succession plan
You possess commercial awareness and awareness of latest customer experience market trends
You identify new initiatives for enhancing customer experiences
Innovative Thinking & Agility
You display creative and innovative thinking to deliver best in class CX
You will demonstrate a sense of urgency
Communication & Managing Expectations
You actively listen and interpret key information from and to clients, customers, colleagues and service partners
You manage and exceed expectations by prioritizing tasks
You can tailor your message to different stakeholders to ensure that the correct message is received
You will strive to anticipate needs and exceed expectations
You will communicate to provide required information as well as offer prompt resolutions
Service Excellence
You demonstrate and role model the key behaviours of service excellence.
You continually go above and beyond the expectation of your team and stakeholders
You preempt the work required ensuring you are always delivering high levels of service
Be flexible and open minded and positively adapt to any reasonable changes to your role (duties & responsibilities) proposed by your line manager and / or the Client
High Quality Work
You continuously look to improve the quality of your work and ensure quality control
You demonstrate excellent organizational and time management skills
Productivity & Efficiency
You challenge where you see that time is wasted and tasks could be delivered more efficiently by focusing your energy on those tasks that are within your control
Possess excellent oral and written communication skills
Ability to produce detailed building management reports
Collaboration
You have strong trusting relationships and promote a culture of information sharing and cross working relationships
You will create a positive and collaborative working environment
Personal Development
You actively request, take on board and action any feedback to develop, as well as provide positive and constructive feedback to CX team
You seek out and attend relevant personal and professional development such as training courses, new projects and assignments
Professional Conduct & Integrity
You are aware and can identify where professional conduct and integrity should be challenged, and act as a role model and advocate Colliers values
Diversity & Inclusion
You are involved in the Balance in Business initiatives for the organization and promote a culture of inclusivity free of bias, calling out inappropriate behaviours and conduct
Community
You represent Colliers in community groups at internal and external events and look at how the onsite CX team can have an impact to the wider internal and external community
Additional Information
Service Excellence
You are results and impact focused and go the extra mile to deliver the best CX
You show reliance, even when under pressure and during challenging times
You have an excellent change management mindset 
