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    Centre Manager - Johannesburg, South Africa - Tower Group

    Tower Group
    Tower Group Johannesburg, South Africa

    3 days ago

    tower group background
    Full time
    Description
    The responsibilities of the CM are listed below, however is not limited to:


    • Be the first point of contact for all clients when there is a complaint/query or a question on
    a daily basis, providing a friendly and solution based service


    • Create an excellent first impression and a welcome feeling for any client or visitor,
    irrespective of where in the building the CM "bumps" into this person


    • Takes pride in the appearance of the centre and ensure all areas are of a high standard
    (cleanliness/maintenance):

    • Reception area
    • Café / Canteen
    • Business lounge
    • Meeting rooms
    • Canteen seating area
    • Hot desk area
    • Gym (where applicable)
    • Toilets
    • Parking area
    • Garden (Where applicable)
    • Is responsible for client retention in the centre by
    • Meet with existing clients regarding possible expansions
    • Up sell existing clients that don't have certain products e

    g :
    o Parking
    o Beverage fee
    o Making use of centre printer
    o Stationery orders through the centre team (with a 15%
    handling fee added)
    o IT Support


    • Host regular formal/informal meetings with clients to determine their experience with
    centre to date and comments good or bad – come up with solutions where needed.


    • Exceed clients needs, handle complaints promptly and professionally. Ensure all
    communication is recorded and emailed to the client so that there is a paper trail.


    • Become the point of contact for when clients need information and assistance, must have
    an in-depth understanding of all key services, products and amenities offered to clients and
    the ability to deliver in an exceptional and timely manner.


    • Ensure that all client complaints/queries are handled until they are 100% resolved. Ensure
    entry of these issues onto weekly documents.


    • Always has true intention to go above and beyond the expectations of a client, must have
    an internal passion for customer service.


    • Ensure Director is always informed of all queries, complaints or compliments etc must be by
    email.


    • Responsible for the preparation of offices before new clients move in:
    • Setting up IT and Telephones
    • Setting up the office according to the clients specification
    • Ensure furniture is presentable and that there is nothing missing
    • Ensure the "Snag list" is completed before client moves in
    • Ensure welcome packs are ready for clients arrival
    • Ensure access tags, remote controls is all in order for client on arrival
    • On arrival give clients the procedure to purchase WIFI vouchers
    • Issue WIFI codes where needed
    • Issue phone codes where needed
    • Make sure the centre staff are aware of a new client move in especially
    canteen. Introduce the client to your team


    • Registering IT Logs with IT (Copy Director in)
    • Ensure New Client Files are correct – ensure that there is a file for every new client before
    they start and that all documentation as per the "Sales Checklist" is in the file. If not it is
    the CM's duty to get the information


    Purchase Orders:

    • Ensure that the correct procedure is followed for any purchases
    • Ensure Purchase orders are completed correctly for purchases
    • Present a purchase order payment list every Monday, before 3pm to the
    accounts department


    Age debtors:

    • Is responsible for the centre's age debtors
    • Is responsible for the collection of the debtors
    • Will follow instructions from the finance department
    • Checking client payments are all up to date for rent roll on the 15th of a month: (Centre
    Specific)

    • Canteen debts
    • Internet usage
    • Boardroom Bookings
    • Stationery orders
    • Printing/copying
    • Ensure vending machine is properly stocked with variety of goods and is working properly

    Cleaning supplies:

    • Purchasing of cleaning supplies
    • Weekly stock take of supplies (given by cleaners)
    • Spot check weekly that stock take vs actual does correspond
    • Control systems for supplies

    Canteen:

    • Purchase of stock – Hot meals, dry store goods, fresh produce, Nespresso
    pods, General purchases like milk/bread etc (Purchases must be CM
    approved)

    • Continually be on the lookout for new suppliers & deals
    • Stock take – Cook/Barista to present to daily, must include all perishable
    stock and non-perishable stock

    • CM to do spot checks weekly "stock take vs actual"
    • CM to present to Accounts : (Copy NOM)
    • Daily Cash Up
    • Daily sales
    • Stock Take Document
    • Responsible for Canteen Float Cash on hand
    • CM is responsible for the running of the canteen
    • Ensure the boardrooms are ready for client use, if there are special requirements e


    g:

    • Video/Telephone Conferencing (test prior to meeting)
    • Lunch requirements (arrange for order to be taken at tea break)
    • Beverage requirements
    • Flip chart, pens
    • Must ensure that everything is in order before the client uses the
    boardroom.


    • Provides admin support including but not limited to: (Along with receptionist)
    • Organising courier services
    • Ordering office supplies
    • Preparing and booking meeting rooms
    • Other administration/secretarial duties
    • Delegate duties and ensure deadlines are met and customer needs are met.
    • Embraces the brand and sets an example for the team of high performance, providing
    motivation and coaching


    • Manages the fingerprint security system by instructing Reception and asking IT for
    assistance


    • Overseas the operations of the centre, includin


    g:

    • Repairs
    • Maintenance/operations (suppliers/plumbers etc)
    • Globe replacements (ensure all globes are working)
    • Responsible for the front of house and centre housekeeping.
    • Receptionist ensures attendance register is completed daily and gives to CM.
    • CM to do a monthly audit of the attendance register for permanent & casual staff,
    complete the excel wage spreadsheet with a summary of leave taken, monies owed or reimbursements due and supporting scanned documents sent to the Director


    • Emailing monthly rent roll list to accounts
    • Attaining quotes and ordering furniture, signage, flags etc (Director must approve)
    • Assisting receptionist to answer the switchboard, welcome visitors at the entrance/gate
    through the intercom system (Centre Specific)


    • Responsible for the cleaning staff and ensuring they carry out their duties effectively, to a
    high standard.


    • Ensure cleaning staff daily schedules are always up to date and adhered to.
    • Ensure gardener is sufficiently tasked with duties for the day, ensure the duties are carried
    out (centre specific)


    • CM is responsible for all disciplinary meetings/actions (Guided by the Director or LabourNet
    where needed)


    • From time to time the CM may be required to do tasks for the company using his/her own
    vehicle and will be reimbursed for such.


    • Assisting clients with printing, binding and copying (when receptionist is unable to)
    • Keeping track of clients printing, binding, copying at reception printer (when reception is
    unable to)


    • Relieve receptionist during lunch/leave or sick leave
    • In the event that the Sales Executive (SE) is off ill, the CM must step in and assist with new
    potential leads for the day/walk in clients or must handle prior arranged new client
    meetings made by the SE


    • CM must always ensure LeadTrekker is updated and all information is current
    • Responsible for mentoring and training of all existing and new staff within their team
    • Responsible for conducting performance appraisals with his/her direct team
    • Manage the overall performance of the his/her team to ensure they are meeting and
    exceeding expectations and company standards


    • Together with the Human Resources Manager, address any staff issues/concerns directly
    with the staff member
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