Front of House

A highly self-motivated person with a passionate for customer service, a team player with great attention to detail. The key focus for this role will be to create a single visual point of contact for BlackRock employees and to act as the primary interface between the internal operations of BlackRock and its clients. Providing services to the highest standards as well as representing BlackRock values in appearance, presentation, and manners.

You will need to demonstrate a culture that promotes JLL’s core values of Teamwork, Excellence and Ethics and Blackrock’s principles to be a fiduciary to their clients, passionate about performance and commitment to a better future.

Core Responsibilities

Welcome all visitors warmly and genuinely to BlackRock, whilst walking them through the process of guest registration, keeping them updated about their host / meeting, taking care of their needs during their visit to BlackRock and wishing them a fond farewell.

Customer Service

• To ensure all visitors to the building, both internal and external, are correctly registered and issued a pass as per BlackRock security standards and are given a prompt and efficient service and expectations are consistently exceeded.
• Track all visitors, including vendors, visiting employees and guests. Providing quality data as required using Resource Scheduler.
• To alert hosts to their visitor’s presence and keep visitors updated about their host’s arrival time; ensuring all visitors are collected by their hosts.
• To maintain an effective customer focus in all activities.
  
  

Meeting Room Support

• To process and manage conference room bookings and requirements. Ensuring all booking data is captured in Resource Scheduler within the prescribed timescales.
• To undertake daily checks of meeting rooms to ensure they are kept clean, tidy, and fully operational in terms of services and supplies; raising Corrigo Work Orders as required.
• To assist in the conference room set-ups as required, including furniture changes and adjustments to moveable walls (where applicable).
• To order and deliver to meeting rooms any catering as required.
• To make and deliver refreshments to the meeting rooms as required.
• To support the Audio-Visual equipment for the meeting rooms and provide first-line resolution or escalate requirements as necessary.
  
  

Office Support

• Answering the phone in a professional manner consistent with BlackRock’s global standard.
• To liaise with the BlackRock employees about all the services offered at reception.
• To ensure the reception desk, waiting area and meeting rooms are maintained to highest standards of tidiness and cleanliness.
• Manage incoming and outgoing courier and other packages or mail as required.
• Managing and completing printing and binding requests.
  
  

Additional Core Requirements

• To work closely with the FM, Technology and wider building services teams to provide the best possible service to all clients and employees.
• Procure and distribute pantry amenity supplies and stationery.
• To always wear the client approved uniform and name badge when on duty and in line with the required standards.
  
  

Additional Responsibilities

• Where applicable, manage parking and vehicle logs and records.
• Book taxis in line with the client’s policy and procedures.

• Ensure you are up to date with any required changes to reception processes, or office projects that may affect reception service delivery.
• Ensure procedural standards manual (SOPs) are kept up to date and adhered to.
• To ensure all security doors remain closed and escalate any security equipment not working as designed.
• To attend all location management meetings and any company meetings as required.
• To take responsibility for contributing towards your own development, with the guidance of your line manager, and attending training courses as identified.
• To act as a positive ambassador for the business.
• To show commitment to company values in all aspects of your role.
  
  

Risk Management

• Make sure all managed team members, including vendors, are rehearsed on and adhere to BlackRock’s Security training.
• Be comfortable escalating early any concerns or support from your management team.
• Follow established escalation procedures and incident reporting procedures.
  
  

You also need to be:

• Self-motivated; confident & energetic.
• Flexible – able to adapt to rapidly changing situations.
• Goal-oriented – able to focus on meeting all performance targets.
• A strong communicator – good presentation skills and possess strong verbal & written communication skills (English & local language required, additional languages beneficial).
  
  

Critical Competencies for Success

• Firm First mind-set
• Able to cooperate and work well with others to meet targets.
• Support the team effectively as and when needed.
• Proven ability to commit to flawless execution while complying with firm’s procedures and standards.
• Client Focus & Relationship Management
• Able to interact with the general client staff & vendors with ease.
• Ability to manage conflict and conflicting priorities.
• Demonstrates ability to work with vendors to deliver efficient services.
• Demonstrates proactive & professional approach to customer service.
• Has a customer-oriented attitude.