The Concierge Hub Officer is the first point of contact for guests, visitors, and volunteers, providing a welcoming environment while managing administrative, visitor management, donation collection, venue bookings, and pandemic-related operational support.
Responsibilities:
Administrative Support
- Warmly greet and assist guests, visitors, and volunteers upon arrival.
- Address general inquiries, manage complaints, and direct matters to the appropriate department or personnel.
- Handle all incoming calls professionally, redirecting or recording messages as necessary.
- Receive, sort, and distribute incoming mail, packages, and other deliveries.
- Maintain the front desk’s tidiness and ensure necessary stationery and materials are readily available.
- Undertake additional administrative duties as assigned by the Head of Department.
Visitor Management
- Operate and manage the SNM Visitor Management System (VMS).
- Ensure accurate visitor recordkeeping and issue visitor passes to staff.
- Generate and submit monthly visitor listing reports.
Donation Management
- Accurately log all donations (including in-kind and meal sponsorships) in the appropriate logbook or Meal Donation Sponsorship Portal.
- Record full details of all meal sponsorships and promptly inform the Donor Relations Department.
Venue Booking Coordination
- Manage and coordinate all venue booking requests, checking availability of facilities.
- Communicate booking confirmations and updates to requestors promptly.
Pandemic Response Support
- Assist Operations with pandemic-related protocols, including visitor screenings, temperature checks, and SafeEntry recording, as needed.
- Support emergency response initiatives and ensure compliance with health and safety guidelines.
Qualifications and Requirements
- Minimum of Certificate in Business Administration or equivalent; additional training in customer service or office administration is an advantage.
- Prior experience in a front desk, customer service, or administrative role preferred.
- Proficient in Microsoft Office Suite (Word, Excel, Outlook).
- Familiarity with Visitor Management Systems (VMS) is an advantage.
- Strong communication and interpersonal skills.
- Professional, courteous, and able to handle multiple tasks efficiently.
- Ability to remain calm and efficient under pressure.
- Willingness to support occasional evening/weekend events if required.
Competency
Must Have
- Customer Experience Management - Level 3
- Service Excellence - Level 2
- Customer Feedback and Relationship Management - Level 2
- Concierge and Uniformed Service Delivery - Level 2
- Workplace Safety and Health Performance Management - Level 2
- Crisis Management - Level 2
Critical Core Skills
- Communication - Intermediate
- Influence - Basic
- Collaboration - Intermediate
- Adaptability - Basic
- Decision Making - Basic
*Please refer to Technical Skills and Competency (TSCs) and Critical Core Skills (CCSs) in Skills Framework for Social Service Industry via this link SSG | Social Service (skillsfuture.gov.sg)