Job Description

JOB PURPOSE

To lead and supervise all front-facing client experience operations, including front desk, walk-ins, lobby coordination, and in-person service delivery. The role ensures seamless, efficient, and professional client handling in line with brand standards, while also managing corporate ambassadors, maintaining a 24/7 operational presence, monitoring KPIs, and minimizing wait times. The Team Leader - Front End plays a critical role in delivering a hospitality-grade experience and managing client sentiment through surveys, reviews, and direct escalations.

KEY ACCOUNTABILITIES

Key Accountabilities

1. Maintain overall oversight of the office environment, ensuring all front-facing and shared spaces (lobby, lounge, meeting rooms, pantry, etc.) are consistently clean, organized, and aligned with professional and brand standards throughout the day.

2. Contribute to the design and execution of the client journey across all stages (onboarding, inquiries, issue handling, etc.).

3. Oversee daily front office operations and supervise corporate ambassadors to ensure professional, courteous, and consistent service to all visitors and clients.

4. Manage 24/7 shift-based front-end coverage by creating and maintaining team schedules, ensuring zero downtime or unattended reception.

5. Monitor and guide the client flow in the lobby, ensuring timely handling of appointments, walk-ins, VIP guests, and inquiries with minimal waiting time.

6. Coordinate client appointments with backend teams and ensure seamless handover and service continuity.

7. Act as the first escalation point for any client complaints, delays, or service dissatisfaction at the front desk, resolving issues promptly and professionally.

8. Supervise the physical ambiance and readiness of the front desk, waiting area, and meeting rooms, ensuring grooming standards, cleanliness, and hospitality protocols are upheld at all times.

9. Track and report KPIs for front office operations including footfall, average wait time, escalation resolution time, and service satisfaction.

10. Drive the collection of Google reviews and feedback surveys from satisfied clients, ensuring targets are met and reported regularly.

11. Conduct regular service quality checks and audits to ensure adherence to SOPs and brand standards.

12. Maintain zero backlog of unattended clients or walk-ins and proactively reassign tasks to avoid delays or client frustration.

13. Monitor guest appointments, meeting room usage, and high-traffic periods to allocate team resources accordingly.

14. Ensure grooming, professional attire, and behavior of front desk staff align with corporate presentation standards.

15. Provide real-time coaching and guidance to the front desk team to improve soft skills and handling of in-person interactions.

16. Prepare and submit periodic reports on visitor statistics, survey results, and service improvement opportunities.

17. Collaborate with the backend, client servicing, compliance, and operations teams to ensure the front-end process is aligned with overall client servicing workflows.

18. Support client onboarding activities that require in-person guidance, including KYC document checks or service walkthroughs.

19. Lead client-facing initiatives such as themed welcome days, client hospitality activations, or front-lobby promotional drives.

20. Escalate unresolved matters to the Client Experience Manager and ensure proper documentation and follow-up.

21. Perform other duties as assigned by the Client Experience Manager to enhance overall service operations.

22. Conduct regular checks of office readiness, proactively identifying and coordinating resolution of any facilities, cleanliness, or presentation issues that may impact staff or client experience.

23. Ensure the client pick-up and drop-off vehicle is maintained to a high hospitality standard, including cleanliness, pleasant scent, and availability of basic client amenities such as water bottles.

24. Coordinate with relevant internal or external parties to ensure office and client hospitality standards are upheld at all times, escalating any recurring issues where necessary.

Qualifications

Bachelor's degree in Business Administration, Hospitality, or Customer Experience.

Professional certifications in customer service or hospitality management are a plus.

Years & nature of experience

Minimum 3-4 years in a front office or client experience environment.

At least 1-2 years in a supervisory/team leader role, preferably in a hospitality or corporate service setting.

Technical Skills

1. Proficient in CRM, front desk ticketing, and visitor management systems.

2. Familiarity with scheduling and shift management tools.

3. MS Office proficiency.

4. MS Office proficiency.

Experience with survey tools (e.g., Google Forms, SurveyMonkey) and online review tracking.

Core Competencies & Soft Skills

1. Client-centric and service-oriented mindset.

2. High attention to detail in personal and team presentation.

3. Strong leadership and motivational skills.

4. Empathy, diplomacy, and active listening.

5. Effective communication, verbal and written.

6. Composure and professionalism in handling complaints and escalations.

7. Proactive approach to managing client flow and minimizing delays.

8. Ability to work under pressure and adapt to changing schedules.

Language Skills

English.

Any second language is desirable.

Job Type: Full-time

Application Question(s):

Can you join immediately ? Do you have Hospitality or Retail Experience? * What is your salary expectation?