Serves as the first point of contact for members, visitors, guests, vendors, and corporate clients at a premium 50,000 sq. ft. co-working business centre in BKC. Combines front-office operations, concierge services, client engagement, visitor management, hospitality, and administrative support to create a seamless and memorable workplace experience — delivering warm, professional, and anticipatory service in the spirit of Omotenashi.
Key objectives
- Create an exceptional first impression for all visitors and members.
- Deliver premium hospitality and concierge-style service.
- Ensure smooth front-office and reception operations.
- Manage visitor journeys efficiently and professionally.
- Support client satisfaction and member engagement initiatives.
- Maintain the highest standards of workplace presentation.
- Facilitate seamless meeting room and guest management.
- Support operational teams in delivering a world-class workplace experience.
Key responsibilities
Front Desk & Reception Management
- Greet and welcome members, visitors, and guests in a professional and courteous manner.
- Manage the reception desk and maintain a polished, professional front-office environment.
- Handle incoming telephone calls, emails, and general enquiries.
- Direct visitors and guests to appropriate meeting rooms, offices, or facility areas.
- Ensure visitor registrations, access permissions, and security protocols are followed.
Hospitality & Workplace Experience
- Deliver premium hospitality aligned with Omotenashi service principles.
- Anticipate member and guest needs and provide proactive assistance.
- Coordinate visitor refreshments and meeting room hospitality arrangements.
- Ensure reception, waiting areas, lounge spaces, and meeting rooms remain presentation-ready.
- Build positive relationships with members and occupants.
Visitor & Meeting Room Management
- Manage visitor management systems and guest registrations.
- Coordinate meeting room bookings and scheduling.
- Ensure meeting rooms are properly prepared before client meetings.
- Assist in arranging video conferencing and meeting support requirements.
- Support VIP visits and executive-level client visits.
Client Service & Member Engagement
- Act as a primary touchpoint for day-to-day member requests.
- Escalate issues and service requests to the Facility & Office Manager as required.
- Assist in coordinating community events, networking sessions, and member engagement activities.
- Gather client feedback and contribute to service improvement initiatives.
- Help foster a welcoming and collaborative coworking community.
Administrative Support
- Maintain records of visitors, access cards, courier deliveries, and client requests.
- Support document management and office administration tasks.
- Coordinate incoming and outgoing courier, mail, and package handling.
- Maintain inventory of reception and hospitality supplies.
- Assist with vendor coordination when required.
Health, Safety & Compliance
- Follow all workplace safety and security protocols.
- Assist during emergency situations and evacuation procedures.
- Report facility issues, safety hazards, or operational concerns promptly.
- Ensure compliance with visitor access and security procedures.
Required experience & qualifications
- Bachelor's Degree or Diploma in Hospitality, Hotel Management, Tourism, Business Administration, or related field preferred.
- Minimum 2–4 years in reception, guest relations, front office, concierge, customer service, coworking operations, or hospitality.
- Experience in premium hotels, serviced offices, business centres, coworking spaces, luxury residential developments, or corporate environments preferred.
- Excellent verbal and written communication skills.
- Professional grooming and presentation standards.
- Strong customer service and interpersonal skills.
- Ability to multitask and remain composed in a fast-paced environment.
- Strong administrative and organizational abilities.
- Proficiency in MS Office and visitor management systems.
Language requirements
- Excellent proficiency in English, Hindi, and Marathi.
- Additional foreign language proficiency, particularly Japanese, will be an advantage.
Preferred skills & qualifications
- Experience working in luxury hotels, coworking spaces, serviced offices, or premium commercial properties.
- Concierge or Guest Relations experience.
- Familiarity with meeting room booking systems.
- Strong conflict resolution and guest handling abilities.
- Ability to manage VIP guests and executive-level visitors.
- Hospitality-first mindset with attention to detail.
- Experience coordinating workplace events and member engagement activities.
Key performance indicators
- Visitor Satisfaction Score ≥ 95%
- Client & Member Satisfaction Score ≥ 90%
- Reception Response Time Compliance ≥ 95%
- Meeting Room Readiness Score ≥ 98%
- Visitor Registration Accuracy ≥ 99%
- Complaint Escalation Compliance ≥ 95%
- Workplace Presentation & Audit Score ≥ 90%