Service Team Manager

The following document outlines your key responsibilities & duties, including the skill set required for this role. As your career progresses within Innovation City we expect you to grow and develop in your role. Any significant changes in your Job Description will be consulted with you whereafter necessary changes to the job description will be made. Your Job Description combined with your Key Performance Areas / Indicators will provide you with a robust guide to your expected level of performance.
Purpose of the roleThe Service Team ManagerAssists in creating a world-class working environment by providing Innovation City members, clients, staff and visitors with an outstanding, professional and stylish office atmosphere;Manages the Innovation and Travelstart (private client) Cape Town office affairs and ensures that it is a comfortable, safe and welcoming workspace that inherently drives Innovation City core values and cultureReception(An overview, but is not limited to the full function of the role)
Create a world-class impression of the Innovation City Reception – the front desk is professionally manned at all times and is kept neat and tidyManage the Reception team and work closely with them to ensure that all duties are carried out in a professional mannerReceptionists are fully trained and aware of all duties and tasks (as per their individual Job Descriptions)Resolve any Reception issues as needed and amend existing procedures/workflows as needed to improve the efficiency andeffectiveness of ReceptionManage Innovation City and Travelstart (private client) visitor experienceEnsure that visitors are warmly welcomed, met in a professionaland friendly manner, sign in on Nexadus, are given a visitor's lanyard and are explained the Visitor Policy.(An overview, but is not limited to the full function of the role)
Create a world-class impression of the Innovation City Reception – the front desk is professionally manned at all times and is kept neat and tidyManage the Reception team and work closely with them to ensure that all duties are carried out in a professional mannerReceptionists are fully trained and aware of all duties and tasks (as per their individual Job Descriptions)Resolve any Reception issues as needed and amend existing procedures/workflows as needed to improve the efficiency andeffectiveness of ReceptionManage Innovation City and Travelstart (private client) visitor experienceEnsure that visitors are warmly welcomed, met in a professionaland friendly manner, sign in on Nexadus, are given a visitor's lanyard and are explained the Visitor Policy.Ensure Innovation City members know of and abide by the Innovation City Visitor policyVIP guests are received with special hospitality and accompanied to specific meeting roomsVIP guests are given an office tour if requestedMeeting RoomsContinually look for ways to keep meeting rooms stylish and upgraded with modern décor, style and technologyManage tidiness of meeting rooms and ensure that the housekeeping team is clean after meetings and that there are fresh beverages in the JFK fridge for VIP meetings as requestedManage requests for additional chairs added to meeting roomsEnsure that white/glass boards are cleaned regularlyEnsure that meeting room schedules are professionally managed by Receptionists and assist in problem-solving any overlapping bookingissuesOffice GeneralManage internal and external storerooms, including ensuring these are kept neat and tidy at all timesArrange external cleaning companies to keep internal glass andhard-to-reach areas cleanArrange for external Pest Control and secure document removalManage internal plants and flowers with external contractorsManage hygiene specialists for bathroomsManage the housekeeping team and ensure their well beingEnsure that cleaning material is always in stockEnsure that the entire office is consistently and daily cleaned and kept tidyManage the ordering for:
-weekly groceries and cleaning consumables
-monthly stationery for the office (including paper and ink/toner for the printers)Manage the recycling and water-saving efforts in the officeManage and arrange office branding and refreshers as neededEnsure that all furniture is always in its original placeEnsure that workstations are kept as neat and tidy as possible and do regular checks to reinforce this, including ensuring no eating atworkstationsConstantly strive to find solutions to any issues and complaints from the Innovation City members regarding the office spaceOrder and control office furniture as needed as well as special requests for desks, standing desks, storage, whiteboards and chairsIn collaboration with Managers, plan new seating arrangements and layouts as needed in accordance with the growth of staffManage relationship with the Landlord (GrowthPoint) with regard to all office and building-related issuesEnsure that all kitchenettes are fully stocked daily with consumables and condimentsCoordinate various printing jobs for business cards and greeting cards as well as printed office stationeryEnsure that temperatures are regulated in meeting rooms and open office spaces by appointed contractors and landlord Building ManagerEnsure office-related information is communicated to the Travelstart (private client) Cape Town office staff as needed and timeouslyMember HospitalityReceive the handover of new members from the Sales team oncethe membership agreement signedAll preparation needed for member's first day; coordinating withOffice Team and IT Support TeamWelcome and onboarding of new membersManaging member requests and needsAssisting other Innovation City team members with ensuringmembers are abiding by the House RulesCoordinating with the Innovation City team to ensure a consistentlevel of service is provided to members (including but not limitedto AV & printing equipment, WiFi access and speed, facilitiesbookings, parking, and building access)Manning the ****** inbox and allocating requests as neededAny other tasks as requested by the Innovation City teamFikaManage the Cafe Manager to ensure a well-stocked and well-run cafeEnsure pricing is updated as needed to ensure at least break-evenEnsure the POS system is used accurately and effectively, including stock controMaintenanceEnsure effective functioning of air-conditioning, lighting, water andelectricityEnsure that any broken fittings, furniture, property and appliances are fixed or replacedManage Innovation City Maintenance employeeCoordinate plumbers, electricians, handymen, and all other contractorsEnsure communication to Innovation City members thatcontractors are on siteDisruptive maintenance work to be scheduled for after hours and orweekends and oversee the work being done on siteEnsure communication to Innovation City members thatcontractors will be on siteEnsure correspondence is sent to Innovation City members with regard to Landlord maintenance of the interior and exterior of the buildingSafety & SecurityManage the provision of access tags and deactivation when Innovation City members leave employmentManage security and access control and hold security demonstrations withnew Innovation City members and long-term visitorsEnforce the "no tag if no security demo" policy and ensure all Innovation City members are only issued tags once they have done the security demo and signed the relevant documentManage ADT security (including monthly invoice payments to ADT and first point of contact for ADT)Ensure lock-up and security policy is documented and informed to all Innovation City membersCheck CCTV cameras and access logs when incidents occur and conduct a full investigationGeneral/OtherOther ad-hoc assistance to various teams as requestedAssistance to the Travelstart CEO and Management Team as requestedRoll out municipal restrictions upon information given by Landlord(GrowthPoint)Employee Wellness (Travelstart)Arrange flowers and all gift-related vouchers and gifts on certain occasionsEnsure that anniversaries, birthdays, weddings and births are celebrated as well as remembering those that are in hospital or have suffered a lossKNOWLEDGE AND SKILLS REQUIREMENTSKnowledge of the Occupational Health and Safety Act3-5 years of relevant experiencePERSONAL COMPETENCY REQUIREMENTSTeam playerAdherence to Principles and ValuesExcellent project management skillsHighly organised with the ability to work unsupervised and effectively prioritiseQuality and detail-orientedCustomer (internal & external) focusPro-active, creative and innovativeAdaptive and responsive to change and pressureSelf-development focusedStrong sense of urgencyAble to multitaskSelf-motivated and passionatePackage & Renumeration:Attractive package market related, based on experience.
Disclaimer: Should you not receive feedback within twoweeks of your application beingsubmitted, kindly note that it means that your application was unfortunately unsuccessful.
Interested applicants must please email their CVs ****** using the reference"Service Team Manager".Please insert this into the subjectline of your email application. Any applicants not meeting the minimum requirements willnot receive a response.
Please note that we reserve to right to amend, freeze the role or not hire. The finalappointment will be at thediscretion of Travelstart. Travelstart is committed to transformation and redressing ofpastinequalities. Ouremployment equitygoals will be taken into account in our selection process.
Good luck!
From the moment you step into Travelstart you are welcomed into an environmentwhereemployees are motivated to imagine with all their mind, believe with all their heart and achievewith alltheir might.
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