Front Office Executive

Responsibilities:

• Manage front office operations professionally, guiding and coaching staff to deliver pleasant experiences to all visitors
• Greet VIP clients and perform special services in the absence of guest relation officers
• Assist with sending messages/faxes, self-check-in, and support visitors with disabilities
• Prepare for arriving clients/visitors, ensuring arrangements are made and followed up when necessary
• Coordinate with night shift staff to receive large group details and ensure badge readiness
• Handle client/visitor/sponsor complaints or feedback, escalate as per the defined escalation matrix
• Ensure welcome presentation is updated and equipment is functional for client visits
• Keep all front office communication and signage updated per SDL guidelines
• Maintain cleanliness and proper grooming of lobby, lifts, and front office team
• Ensure zero downtime of front office equipment and escalate hardware issues if needed
• Operate front office computer system to support attendants and daily functions
• Assist with administrative activities and support helpdesk when required
• Ensure FOEs handle all calls professionally and politely
• Coordinate with all departments to manage events, concerns, and flower arrangements
• Follow Accenture-specific processes and manuals
• Manage and track temporary badge collections and ensure compliance with JLL management policies
• Participate in emergency evacuation, crisis management, and business continuity procedures
• Develop and maintain policies and procedures for front office functions
• Ensure safety signage and Accenture directories are visible and available
• Prepare reports and support internal/external audits
• Train front office and guest relation staff as per training calendars
• Communicate follow-ups with next shift staff and manage roster approvals
• Monitor and govern the performance of Front Office Executives and Guest Relation Executives

Competencies:

• Excellent communication and customer service skills
• Proactive problem-solving abilities with focus on exceeding customer satisfaction
• Strong time management and flexibility with work hours
• Quick learner with ability to self-motivate and lead others
• Proven experience as lobby manager or within FM industry
• Confident in client-facing presentations
• Hands-on with visitor management software and MS Office
• Strong team player in customer service environments
• Professional, polished service delivery with high standards
• Adaptable, composed, and mentally resilient under pressure