Front of House

About Macro

Macro is a globally recognised expert in facilities management, delivering advanced services to prominent brands. Our focus areas include workplace design, helpdesk support, temporary property management, and creating healthier, smarter, and sustainable buildings through innovative technology. We strive for excellence, placing values like customer delight, integrity, and personal development at our core. Our strategic goals emphasize everyday excellence, outstanding experiences, and long-lasting impact.

Role Overview

This role involves joining our facilities management team to oversee services for a new global client site in Riyadh, designed to high standards. The Front of House position is highly customer-centric, requiring a friendly, proactive, and positive approach that prioritizes customer needs.

You will manage all staff and visitor care on-site comprehensively and be accountable for activities within your scope. Promptly escalating any issues that could affect the client's reputation is essential. As a representative of Macro, you will deliver outstanding service supporting a complex multi-disciplinary site and fulfilling client expectations.

Key Responsibilities

• Uphold the professional image of Macro and the client in all stakeholder interactions including clients, suppliers, employees, and visitors.
• Maintain courteous and professional conduct at all times, embodying company values and standards.
• Provide superior service to clients and visitors, aiming to surpass their expectations consistently.
• Guide guests to the correct personnel or locations within the facilities.
• Manage incoming calls efficiently, including screening, message-taking, and forwarding while keeping a detailed call log.
• Replenish office materials such as brochures, pens, and forms as required.
• Support general administrative tasks, including filing, photocopying, faxing, and data entry.
• Coordinate with internal teams like maintenance to ensure smooth operations.
• Handle inquiries with empathy and thoroughness to guarantee satisfaction.
• Cover Front of House duties including reception of guests and VIP visitors to create a welcoming environment.
• Organize meetings with tasks like room booking, arranging refreshments, and managing special visitor needs.
• Assist both client and Macro FM with regional administrative duties.
• Provide administrative support to Client IT and Procurement teams.
• Ensure effective resolution and proper documentation of issues.
• Maintain a clean and orderly office atmosphere, removing clutter like empty cups.
• Enforce adherence to internal policies, especially regarding the Clean Desk Policy.
• Assist corporate event setups and provide support to fulfill event requirements.
• Maintain high standards of appearance for the front office and entire office space.
• Communicate proactively to meet stakeholder expectations effectively.
• Support preparation of client reports as necessary.
• Deliver on client commitments with focus and accuracy.
• Develop strong tenant stakeholder relationships through effective communication.
• Undertake other duties assigned by the line manager as needed.
• Facilitate client requests such as issuing access permits, cards, ID badges, and locker access.
• Keep inventory records current and manage stock replenishment for operational readiness.
• Act as the main contact for office mail, shipping, and supplies, ensuring timely handling of all correspondence.
• Manage parcel dispatch with accurate documentation and tracking.
• Continually enhance the office’s professional and inviting atmosphere.
• Build and maintain solid relationships with key stakeholders through prompt communication.
• Attend client meetings and report updates to management and local stakeholders.

Candidate Profile

• Proven experience managing upscale office environments in the KSA region with a background in office management, administration, or assisting roles.
• Strong capabilities in managing people and fostering employee satisfaction and engagement.
• Excellent written and oral communication skills.
• Ability to build constructive relationships with clients, customers, and service providers.
• Competence in supervising multiple vendors and specialists present on-site.
• Well-developed organizational and planning skills.
• Effective time management with capacity to multitask and prioritize responsibilities.
• Sharp attention to detail and adept problem-solving abilities.
• Experience handling multiple projects and priorities in parallel.
• Familiarity with facilities management systems including CAFM/IWMS, helpdesk workflows, and asset management, along with automation integration in operations.

Preferred Knowledge and Skills

• Experience with Azure OpenAI, Azure Cognitive Services, or AI development frameworks.
• Knowledge of SQL, Python, R, or equivalent analytical software.
• Background in deploying enterprise AI solutions.
• Understanding of Robotic Process Automation (RPA) platforms.
• Familiar with change management and technology adoption strategies.
• Relevant certifications such as Microsoft Power Platform, Azure AI, or Business Analysis.

Diversity and Inclusion

Macro is dedicated to fostering an inclusive workplace where individuals feel safe to bring their full selves to work. Our EDI campaign, "This is Me", reflects our commitment to understanding and supporting diverse needs professionally and personally. We encourage proactive communication and learning from one another to build a supportive environment that nurtures growth and productivity. Candidates requiring accommodations or guidance related to recruitment are encouraged to reach out for support.