Center Manager

at  Raizcorp

SKILLS, COMPETENCIES, AND MINIMUM CRITERIA:

• Minimum Grade 12 qualification required.
• Degree / Diploma (or similar qualification) in communications or client relations.
• A minimum of six years’ experience as Centre Manager/Property Manager (or similar) role.
• Previous experience in centre management highly advantageous.
• Previous experience in the property industry an advantage.
• Strong, proven ability to manage a very busy reception environment with little to no external support.
• Strong, proven customer services experience (a minimum of six to ten years required)
• Experience in dealing with difficult, irate, and careless tenants highly advantageous.
• Proven previous experience in dealing with technical boardroom equipment (connecting laptops to projectors / televisions, conference calling, etc.)
• Strong computer literacy (must be able to function very comfortably in the Microsoft Office and Google environments). The Centre Manager must be able to assist visitors and clients in connecting their devices and being the first level of support without needing to contact IT immediately.

JOB PURPOSE

The Centre Manager is a vitally important role to the effective and efficient operation of every The Business Exchange centre. The Centre Manager is responsible for ensuring that all tenants and visitors to The Business Exchange are met with a world class experience, both in hospitality and environment. This individual is a premium brand ambassador for The Business Exchange and is required to be highly professional, friendly, and courteous in all interactions with all tenants, visitors, employees, and all external stakeholders.

The Centre Manager vital operational resource, responsible for the following functions:

• Owning the reception area and creating world class experiences for all who visit The Business Exchange, irrespective of whether they are tenants, visitors, employees and / or clients.
• Controlling and directing all incoming calls and correspondence for the both The Business Exchange itself and managing all incoming calls on behalf of tenants.
• Managing all centre operations, such as the coordination of boardrooms and dealing with walk-in queries.
• Ensuring hospitality staff maintain a highly clean, hygienic and welcoming tenant and visitor experience while using the facilities at The Business Exchange.

KEY RESPONSIBILITIES

The Centre Manager’s key responsibilities include:

RECEPTION DUTIES:

• Ensuring that the reception is always kept in a neat, clean, and organised condition.
• Welcome all guests and notify the respective tenant host of arrival.
• Receiving all guests and assisting them in a highly professional, friendly and courteous manner.
• Offering visitors refreshments and passing on requests to the Hospitality Hostess to prepare.
• Answering all incoming calls at reception and diverting them to the appropriate tenants’ landlines and cell phones.
• Taking proper, detailed messages for all calls and distributing messages timeously to the intended recipients.
• Screening all incoming deliveries and ensuring distribution to the right area/tenant.
• Dealing with visitor complaints and queries.
• Ensuring that any safety and security risks are immediately reported to both the building security team and Head of Operations.

TENANT DUTIES:

• Management of the daily visitor’s attendance register including emergency evacuation procedures, notices, etc.
• Monitor and track revenue and occupancy of all buildings
• Assisting tenants with day-to-day operational queries and problems. This includes escalating them to the appropriate department / person.
• Ensuring daily that Hospitality Hostesses have cleaner all tenant offices and workstations.
• Ensure the reception area is neat, tidy and welcoming always.
• Logging tickets with IT for tenants when IT infrastructure complaints are reported.
• Keeping a detailed, meticulous record of any tenant costs incurred, for example printing costs. These must be reported timeously for billing purposes to the Finance department’s prescribed deadlines.
• Conduct surveys with tenants to ensure client satisfaction.
• The Centre Manager must be highly professional, courteous, efficient and caring to all tenants at all times.
• The Centre Manager is never to tolerate any forms of office gossip and office politics from any staff in the centre.
• The Centre Manager must never involve tenants, customers, and clients in The Business Exchange’s own office politics, gossip, etc. The Centre Manager must protect the good reputation and image of The Business Exchange at all times.

BOARDROOMS MANAGEMENT DUTIES:

• Proactively managing all boardrooms bookings.
• Ensuring that all boardrooms are clean, presentable, and ready prior to any booked meeting.
• Once boardrooms are vacated, the Centre Manager must inspect the boardroom for any damages / issues and ensure that the Hospitality Hostess immediately cleans and readies the boardroom for its next session.
• Proactively reporting any and all issues with boardrooms and boardroom equipment to the Head of Operations.

HOSPITALITY DUTIES:

• While the Centre Manager is not the Hospitality Hostess’ line manager, the Centre Manager does work in a supervisory capacity to the Hospitality teams. A strong functional working relationship is required to ensure the centre is run and maintained to world-class standards.
• Ensuring all Hospitality staff have reported for duty each morning.
• The Centre Manager must immediately notify the Head of Operations daily, should they be aware of their Hospitality Hostess (es) not reporting for duty or becomes sick / injured during the workday.
• Supporting each Hospitality Hostess with submitting leave and daily human resources administration (sending / receiving documentation to the People Practices department, etc.)

SALES DUTIES:

• In centres with no sales staff, or where sales staff may be absent from work under approved leave, the Centre Manager will be required to conduct pre-scheduled viewings of offices with potential tenants.
• Sales viewings are incredibly important for the continued existence of The Business Exchange, and as such great emphasis must be paid to be highly professional, friendly, and courteous during potential tenant viewings. Every effort must be employed to be a premium brand ambassador to The Business Exchange.
• Manage all building lease registers, checking vacancies, lease renewals and investigating any potential errors
• Should a centre have an assigned sales staff member, the Centre Manager may not be called on to host viewings as favours to sales staff.

STOCK CONTROL DUTIES:

• The Centre Manager is responsible for all stock issued to the centre and must always ensure that there are tight controls over stock, and that no stock theft and/or abuse happens.
• Issuing of stock and cleaning materials to the Hospitality Hostess(es).
• Proactively keeping a detailed list of all stock kept in the centre.
• Actively managing all stock levels within the centre.
• Ensuring abuse of stock is both reported and appropriately addressed.
• Proactively reporting on stock items that are low in stock to the Head of Operations for ordering purposes.

OPERATIONS DUTIES:

• The Centre Manager is expected to always stay abreast of the content of the Business Manual, especially those provisions that involve the operational running of a centre.
• The Centre Manager is required to always adhere to all The Business Exchange’s rules, policies and procedures.
• Managing and overseeing maintenance jobs at the centre. This includes weekly and monthly reporting on any faults, repairs and general maintenance required.
• Ensuring all technologies are operational and functional and pro-actively logging tickets with either IT and/or the Operations team.
• Alerting the Head of Operations immediately and urgently when any faults, issues, hygiene risks, health and safety risks are identified either personally or by a Hospitality Hostess.
• Onboarding/inbound of tenants:
• Interrogating the lease agreement on what is required by the new tenant.
• Liaising on requirements with the Head of Operations and Sales teams.
• Preparing and organising access cards and building access with the building security team.
• On the first day of the new tenant occupation: conducting an inbound checklist of the allocated office furniture e.g. desk, chairs, carpet etc.
• Ensuring the new tenant is immediately added to the centre distribution and mailing list.
• Offboarding of tenants:
• On the last day of the tenant’s exit: conducting an outbound inspection of the allocated office e.g. status of the office and furniture, carpet checklist any damages to be taken from tenants’ deposit.
• Furnishing the outbound inspection to both Finance and Operations teams.
• Alerting Operations teams of any / all repairs needed.