Front of House Associate

at  Newmark

Key Responsibilities

1. Client & Visitor Experience

• Serve as the first point of contact for clients and visitors, ensuring a warm and professional welcome.
• Deliver 1st Class Hospitality by anticipating client and visitor needs, resolving issues promptly, and exceeding expectations.
• Build and maintain strong relationships with members, acting as their go-to resource for queries and support.
• Be knowledgeable about building activities, maintaining open communication with Building Managers and Landlords to keep clients informed.

1. Front-of-House Operations

• Open and close the building daily, ensuring all areas are clean, organized, and ready for clients and visitors.
• Conduct multiple daily walkthroughs to ensure HVAC, access control, W/Cs, and lift systems are fully operational.
• Maintain a tidy and professional reception area, ensuring posts and packages are promptly distributed or clients are notified of large deliveries.
• Monitor visitor logs, contractor access, and key sign-in/out processes, ensuring accurate record-keeping.
• Oversee the safety and compliance of the building during opening hours.
• Adhere to all standards, policies and procedures

1. Client Support & Communication

• Manage and respond to internal and external correspondence in a timely and professional manner.
• Utilize the Freshdesk system to handle client queries, providing responses within an hour and escalating urgent maintenance issues to the Facilities Manager via the E-log system.
• Proactively address member needs and special requests, offering alternatives and solutions with a hospitable and can-do attitude.
• Effectively handle difficult situations and complaints, resolving issues with calmness and professionalism.

1. Building & Maintenance Coordination

• Manage and coordinate the day-to-day activities of the cleaning team, ensuring client requirements are met and issues are addressed promptly with contractors.
• Report and resolve any cleanliness issues from the previous evening to maintain high standards.
• Maintain accurate records of access passes for each client, ensuring proper invoicing for replacements or additional passes.
• Work closely with the Facilities team to address maintenance concerns, escalating emergencies as needed.

1. Technology & Administration

• Maintain proficiency in Google Workspace (Docs, Sheets, Gmail) and Microsoft Outlook to manage daily operations and communications effectively.
• Attend and contribute to daily and weekly Workspace calls/meetings, providing updates on building conditions, client feedback, and operational needs.
• Keep visitor logs and ensure access controls are updated and secure.

Qualifications

• Customer Service: A proven track record of providing exceptional customer service, with a client-focused mindset and a passion for hospitality.
• Communication Skills: Impeccable written and verbal communication skills, with a high level of attention to detail.
• Organization & Multitasking: Strong organizational skills and the ability to handle multiple tasks efficiently in a fast-paced environment.
• Technical Proficiency: Proficiency in Google Workspace, Microsoft Outlook, and other office tools; experience with CRM systems (e.g., Freshdesk) is a plus.
• Problem-Solving: A proactive approach to problem-solving with the ability to anticipate client needs and suggest solutions independently.
• Professionalism: A friendly, approachable demeanor with the ability to manage difficult situations calmly and diplomatically.

Please refer the Job description for details