Front Desk

Responsibilities:

Front Desk & Reception Management:

Welcome and attend to parents, learners, visitors, vendors, and other stakeholders courteously and professionally. Maintain a neat, organised, welcoming, and professional reception area at all times. Manage incoming calls, emails, messages, and general enquiries promptly. Provide accurate information about school programmes, procedures, schedules, policies, and services within the scope of the role. Direct enquiries to the appropriate department or staff member when necessary. Manage appointments and visitors' schedules. Ensure that all visitors comply with the school's visitor/access procedures. Maintain appropriate visitor records and issue/monitor visitor identification where applicable. Notify relevant staff when expected visitors arrive.

Parent & Customer Service:

Serve as a reliable first-level contact for parents and guardians. Receive and document complaints, enquiries, suggestions, and requests professionally. Resolve routine enquiries within approved authority and escalate unresolved or sensitive matters appropriately. Follow up on referred enquiries to ensure timely feedback. Maintain a courteous, calm, respectful, and solution-focused approach, including during difficult interactions. Protect the school's image by demonstrating excellent customer service at all times.

Communication & Correspondence:

Receive, record, and appropriately distribute incoming correspondence. Assist with outgoing notices, circulars, reminders, and administrative communications as directed. Monitor the school's official front-desk communication channels. Maintain accurate contact information for relevant stakeholders where required. Ensure that messages reaching staff are accurate and communicated promptly. Maintain confidentiality of school and family information.

Learner & Safeguarding Support:

Follow all school safeguarding and child-protection procedures. Maintain appropriate control over learner release, collection, and authorised access procedures. Ensure that learners are not released to unauthorised persons. Immediately report safeguarding concerns, unusual incidents, suspicious activity, or security breaches through the appropriate reporting channel. Avoid discussing confidential learner, family, staff, or school matters in public areas. Support the maintenance of a safe and secure reception environment.

Admissions & Enquiries Support:

Receive prospective-parent enquiries and provide approved information about the school's admissions process. Direct prospective families to the appropriate Admissions Officer/department. Record and follow up on enquiries as directed. Support admissions events, entrance examinations, interviews, tours, and other school activities when required. Maintain professionalism when interacting with prospective families.

Administrative Support:

Provide general administrative support to the Administration Department. Assist with preparation for meetings, school events, orientations, parent meetings, and other programmes. Receive and distribute official documents and packages. Support photocopying, scanning, printing, filing, and other routine administrative tasks when required. Assist the Head of Administration with assigned projects and reports. Coordinate with security, transport, facilities, admissions, accounts, ICT, and other departments where necessary.

Reception & Facility Coordination:

Monitor the condition and presentation of the reception area. Report facility, ICT, security, or maintenance issues affecting the front desk. Ensure that reception materials, forms, stationery, and information resources are adequately stocked. Coordinate with relevant departments regarding visitors, deliveries, maintenance personnel, and service providers.

Requirements:

Bachelor's degree or relevant qualification in Administration, Business Administration, Education, Hospitality, Communication, or a related field. Relevant experience in front-desk, customer service, school administration, hospitality, or a similar role. Strong verbal and written communication skills. Good computer literacy and proficiency in Microsoft Office/Google Workspace. Ability to maintain accurate records and handle multiple tasks. Previous experience in an international or private school environment is an advantage. The front desk officer must have worked as a banker, as a must for experience history.

Key Performance Indicators:

Professionalism and appearance. Quality and timeliness of customer service. Accuracy of information provided. Responsiveness to calls, enquiries, and messages. Accuracy and completeness of front-desk records. Compliance with visitor and safeguarding procedures. Timeliness of escalation and follow-up. Reception area organisation and presentation. Confidentiality and data protection compliance. Punctuality, attendance, and reliability. Teamwork and interdepartmental collaboration. Parent/visitor service experience. Ability to follow established school policies and procedures.