Lobby Executive

Job Description Primary Role Objective: To ensure & maintain high standards in soft services, including visitor management, housekeeping, horticulture, and complaint handling, while supporting sustainability initiatives aligned with WELL Health-Safety Rating and IGBC Platinum certification. Key Responsibility Areas (KRAs): - Visitor and Access Management: - Manage the digital Visitor Management System (VMS) for pre-registration, access control, and data security. - Issue visitor passes and coordinate with tenants for approvals. - Operations and control of the online tool for the building access system, VMS and other services. - Onboarding of occupants on access tool and support to team in managing/accessing the tool. - Ensure security protocols followed and escalated where necessary. - Front Desk Operations: - Act as the first point of contact for visitors and occupants with a professional and service-oriented approach. - Manage incoming calls, messages, and inquiries efficiently. - Maintain the front desk area and ensure it reflects a high standard of cleanliness and professionalism. - Coordination with Occupants: - Act as a communication bridge between occupants and building management. - Update tenants on upcoming events, changes in any services and visitor access procedures. - Capture and act on feedback to improve service levels. - Prepare and share monthly newsletters to all key stakeholders of occupants for the asset updates/relevant useful information. - Complaint Management within TAT: - Log and track complaints related to front desk, access, housekeeping, and soft services. - Ensure resolution within defined Turnaround Time (TAT). - Escalate critical or repeated issues to senior management. - Maintain reports for analysis and performance reviews. - Fortnightly/monthly audits of lift lobbies capturing soft services and other EHS aspects. - Staff Briefing & Soft Skills Training: - Conduct daily huddles with lobby, housekeeping staff and others. - Professional etiquette and grooming. - Safe chemical handling and use of sustainable products. - Emergency procedures and customer service excellence. - Encourage cross-training to improve team flexibility and capability. - Upkeep of reception area: - Oversee the aesthetic and health of indoor plants. - Schedule routine maintenance and seasonal refreshes with horticulture vendors. - Regular polishing of the floors and claddings, cleaning of upholstery and assets kept in reception area. - Housekeeping Material/ Sustainable Chemicals: - Ensure only eco-friendly, low-VOC (Volatile Organic Compounds), and biodegradable chemicals are used. - Select materials that are certified by recognized eco-labels (e.g., Green Seal, EcoLogo, Safer Choice). - Avoid products containing harmful ingredients such as chlorine, ammonia, or phthalates. - Ensure compliance with WELL HSR, IGBC, and local health/environmental regulations. - Record usage for sustainability audits and periodic reviews. - Housekeeping & Soft Services WELL HSR / IGBC Platinum - Align and support the HK manager, preparing SOP's and scheduling work with WELL and IGBC hygiene, wellness, and environmental standards. - Monitor indoor air quality and odor control in lobby/common areas. - Conduct regular inspections and quality audits. - Event Support & Coordination (Retail): - Assist the Retail Manager in organizing and executing retail events and promotions. - Coordinate logistics, materials, and communication for events. - Provide on-ground support during events. - Liaise with vendors and participants as needed. - Upkeep of I street (Retail space): - Ensure the retail area is clean, well-lit, and presentable at all times. - Coordinate with housekeeping and maintenance for any issue in the retail zone. - Support the Retail Manager in ensuring a positive customer and retailer experience. - Act as the eyes and ears on ground for any repairs, breakdowns, or tenant concerns. - Footfall Report & Retail Sales Coordination: - Collect monthly sales reports from all individual retailers on or before deadline. - Prepare a consolidated Footfall & Sales Performance Report for I Street. - Follow up with retailers who delay or miss submission. - Maintain a record of all submissions for audit or reference purposes. - Share data with the Retail Manager for reviews and decision-making.