Facility Coordinator - Receptionist

Job description

Job Aim:

Facilities Coordinator will work closely with the Assistant Facilities Manager to support all facilities activities. The Coordinator will be the first point of contact for internal and external customers seeking support and information from third party service. Also, provide help desk office duties in ensuring efficient and appropriately controlled environment as per client's processes & policies.

Responsibilities:

Front Office Operations

·  To provide management advice on Front Office for escalated issues during the shift.
·  To ensure immediate response to all priority calls from employees and Tech team during the shift and follow escalation process.
·  To ensure accident or crises management is addressed immediately.
·  Assist FOE in generating reports.
·  Assisting new joiners in learning the Helpdesk process and policies.
·  Always Adhere to JLL & client's SLA .
·  To take rounds of front office, lobby area, rest rooms to ensure a high standard of housekeeping and upkeep.
·  Answering helpdesk calls politely and guiding the employees accordingly.
·  Lost & found record tracking (to be followed in hand over & taking over).
·  All the Helpdesk registers to be maintained as per standard.
·  Update resigned access card checked & received.
·  Managing the Visitor Registration System (VRS) at front desk area. 

Security Operations

·  Attending the shift briefing.
·  To ensure Security assemble, deployment and make sure to acknowledge on the register for any penalties/comments for the improvement in security services.
·  To ensure that the security assignment manager or security in-charge of the facility is being updated on the client’s/VIP visits.
·  To ensure that the security related issues are discussed with security assignment manager and on priority for the shift and ensure there is an action and tracking for the issue closure.
·  To ensure that security staff adheres to GAP norms.
·  To discuss and assist facility manager and security Manager on monthly basis on the vendor performance matrix.
·  To ensure the Grooming of the staff.
·  To manage the overall key room, and time office operations.
·  To ensure weekly training is imparted and staff grooming standard is maintained.
·  To ensure VRS tool (Visitor Registration System) is up and run all the time.
·  To ensure all registers/tools update for material movements (In & Out) on day to day basis.
·  Follow the escalation matrix if anything wrong.
·  Ensure to implement EHS practices (PPEs etc) in and around the security premises.
·  Ensure to update the new assets in the asset tracker & update the relevant stake holders.

Housekeeping Operations

·  Attending the shift briefing.
·  To ensure Housekeeping assemble, deployment and ensure acknowledgment on the register for and penalties/comments for the improvement in housekeeping services.
·  To ensure that the housekeeping duty manager or housekeeping in-charge of the facility is being updated on the client’s/VIP visits.
·  To ensure that the housekeeping related issues are discussed with housekeeping duty manager and on priority for the shift and ensure there is an action and tracking for the issue closure.
·  To ensure a facility walk through to check on all rest rooms, workstations, meeting rooms, cabins, common areas, development areas for the quality of the housekeeping services.
·  Identification, on time closure and reporting of snags.
·  To discuss and assist facility manager on monthly basis on the vendor performance matrix.
·  Ensure all the housekeeping calls are closed on priority and within TAT without escalations.

Landlord Management

·  Ensure necessary approvals are taken by the builder team on cases to cases basis during specific events
·  Coordination with builder on guarding services and common area upkeep daily / weekly / monthly
·  Co-ordinate with builder security for logistics requirement.
·  Co-ordinate with builder for pest control activity closure.
·  Take proper rounds in all common areas maintained by builder.
·  Co-ordination with builder HK team & ensure daily HK activity in place in common areas.
·  Make snag reports pertaining to common area’s and follow up for closure.
·  Coordination for bee hive removals and pest control.
·  Coordination with builder security team for any logistics requirement.

Operations Management

·  The Facilities Coordinator will provide administrative support to the AFM, FM and WPL.
·  Work order coordination, Security badge and access assignments, database management, daily office operations, coordination of budgeting/accounting systems, maintaining office records, and providing general support services.
·  Will manage all outside contractors in support of the Facilities Department, including maintaining records and contracts, coordinating project activities, and providing scheduling support.
·  Set up, maintain, and organize department's central files, information, filing, and messages.
·  Manage the ARIBA system (PR/ PO & Payment Approval), including receiving work request, assigning work orders, entering system data and providing the overall system administration.
·  TPV access card monthly reconciliation.
·  Following up for client non-resident access.
·  Issuing of stationaries across the counter, punching in the tool and tracking monthly stationery stock for workplace.
·  Reconciliation of Temp. Access card and badges.
·  Following shredding and printers’ procedures.
·  Updating & fulfilling business card request.
·  Spiral binding and Maintaining all log books and checklist in Store (following retention period).
·  Update on Extra arrangement if required.
·  To manage and control all critical spares for all installation as per manufacturer.
·  Coordinate with AFM for collating all R&M requirements quarterly basis.
·  Follow up for assigned PO, work completion as per PO until invoice submission.
·  Handling of service now tickets – timely closure within escalation time. SLA breach not allowed.
·  Monitoring of all housekeeping / pantry / stationery consumables and ensure reordering

General Operations

·  To ensure upkeep of breakout area & reprographic equipment’s always and take necessary actions as required.
·  To go for facility, walk around and ensure Walk around map & Guide is followed and maintained.
·  To adhere to client's Policies, Processes & procedures and the statutory documents.
·  To adhere to client's SLA & KPI as agreed with JLL.
·  To assist Facility Manager in all such ISO, Internal, External, audits that happen at client's and ensure necessary documentation are done.
·  To coordinate with technical team for any issues that need help.
·  Plan & train TPV staff on client's policies and requirements.
·  Important and VIP client visits to be coordinated with Events team and should be managed without escalations.
·  Should have complete knowledge & functionality (VRS, ARIBA, C-cure), BGC
·  Maintaining BGC files for all TPV staffs .
·  Should govern overall pest control, carpet maintenance, Wellness room, Ambulance, Indoor plants, and dust mats. 
·  Should participate and manage half yearly fire drill.
·  All daily, weekly and monthly reports to be shared on time.
·  All the relevant checklist to be governed and maintained as per requirement.
·  Adopt to all the new implemented initiatives.
·  Handling of security, EHS incidents on priority and communicating the same as per escalation matrix.
·  Answering the employee query on phone and replying mails.
·  Follow the escalation process & matrix for any incident / issues (100%).
·  Weekly\Monthly Stationeries and pantry consumables reports are sent as per timelines.
·  Monthly refreshment reports are sent as per timelines.

Event Operations

1) Manage Client Visits:

·  Ensure Booking is done for Boardroom in EMS before releasing the room.
·  Respond to Client visit requirements within 24 hours of receiving the communication.
·  Coordinate with operations/vendors in executing the event requirements.
·  Getting the room cleaned.
·  Standard Board room Setup
·  Food order as per the request. (To use event request form)
·  Visitor passes
·  Collate all event related costing based on consumption.
·  Get approval for all expenses end of every event.
·  Process bills and ensure payments are made.
·  Take necessary action in case of any shortfalls in the arrangements made.

2) Manage Internal Events:

·  Coordinate with operations in executing the event requirements.
·  Getting the space cleaned and arranged as per the requirement.
·  Food  order as per the request.
·  Provide information on Vendor passes
·  Get pre approvals/PO for the arrangements to be confirmed.
·  Collate all event related costing based on consumption.
·  Get approval for all expenses end of every event.
·  Process bills and ensure payments are made
·  Take necessary action in case of any shortfalls in the arrangements made

3) Manage Projectors

·  Ensure all the training room and pantry projector requests of the respective facility is responded to.

4)Tracking

·  Track all the onsite events and the expenses related to the same.

5) Reporting

·  Submit Monthly onsite report.  
·  Monthly Projector Report
·  Monthly SLA Report
·  Monthly Spent report
·  Daily Event Schedule

6. Front Office Executive 

Operations Management

·  Manage and handle the VRS system effectively.
·  Daily reconciliation of badges and access cards through VRS.
·  Engage with all users and guide them to respective locations.
·  Briefing the visitors on “House rules” 
·  Timely escalation for any concerns.
·  Manage and handle “employee forgotten access card cases “
·  Follow “Malaysia Security manual “for handling and managing the badges.
·  Managing the email requests on access cards and badges from business
·  Co-ordination with BMS admin on activation and de-activation of access cards

SUPERVISION

·  Exclusive supervision on front office reception desk
·  I pad used for VRS
·  Temporary access cards and visitor badges

Overall operations

·   Should be familiar with MSM (Malaysia Security Manual-Client specific) and the Training topics /decks circulated by the GAP/WP
·   Effective handling of all building cards and office temporary cards and badges.
·  Follow up on “not returned badges/cards”
·  Maintaining and following all the protocols laid for visitor management.
·  Daily, weekly and monthly reports.
·  Co-ordination with respective FC’s and AFM’s for managing any events or client visits.
·  Adhering to the time line defined for access card requests and badges request.
·  Monitoring of Service Now tickets and timely closure before escalation time – For access and badge related.

Job Profile:

·  Qualification  Degree / Diploma
·  Industry Type  Hotel, IT, Travel, FM Services, Fresher
·  Overall Experience   2 years
·  Industry Experience   1 years
·  Technical Skills  MS Office & Mail communication
·  Generic Skills  Communication, Interpersonal
·  Behaviors  Team work, Learning attitude & Positive thinking

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