Receptionist

AfricaWorks mission is to unlock Africa’s business potential by creating a leading business community that enables business growth.

AfricaWorks currently operates 9 flexible spaces across 8 cities on the Continent working with freelancers, entrepreneurs, local SMEs and Fortune 500 multinationals.

As part of its growth plan, AfricaWorks is looking to hire a Receptionist reporting directly to the Success Manager and/or Operations Manager.

Role Description/Responsibilities

Your role as Receptionist in AfricaWorks is to be the first point of contact, to manage our front desk on a daily basis and to perform a variety of operational & administrative tasks:

1. Customer Service & Satisfaction:
   1. Welcome & greet members and visitors
   2. Handle members complains – either address them or report them upwards
2. Operations:
   1. In charge of:
      1. Opening the space in the morning
      2. Performing Business Concierge tasks (mail, bookings, binding etc.)
      3. Mail & Package Handling (e.g. PO Box, mail reception & dispatch)
      4. Managing Facilities Team
      5. Managing Valet Services (Optional as per Brand Standards)
      6. Handling Inbound Phone calls & Space email address
      7. Printing Services (e.g. vendor, printer, cartridges, paper etc.)
      8. Visitor Management System
      9. Meeting Rooms (e.g. booking, video conference, arrangement etc.)
      10. Reception Area & Common Areas (e.g. Plant Management, magazines, sound system, music, art etc.)
      11. Electricity Management
      12. Maintenance & Repairs
      13. Emergency Health response
      14. Double checking building common areas are up to standards
      15. Representing the Company (!)
   2. Assisting the Success Manager in:
      1. onboarding new members
      2. organizing events (e.g. Open House, Networking, Round Tables etc.)
      3. giving Tours to prospective members
      4. collecting Google reviews
      5. collecting membership feedback
      6. providing IT back up for the space & to members
      7. maintaining space compliance (e.g. Insurance, business permits etc.)
3. KPIs:
   1. Overall Client Satisfaction (NPS of the space as measured every quarter)
   2. Overall Space Profitability (as measured in the EBITDA vs IC IRR)
   3. Customer Complaints
   4. Quality of Facilities (Rating of that criteria as per the Quarterly)
   5. Quality of Printing Services (Rating of that criteria as per the Quarterly)
   6. Peer rating (Success Manager, Ops Manager + Facility Operator)

Requirements

• Bold
• Agile
• Passionate about Africa and our mission (“To Unlock Africa’s potential through work”)
• Proven experience as a Receptionist, Front Office Representative with hospitality background or similar role.
• Customer service oriented
• Proficiency in Microsoft Office Suite
• Hands-on experience with office equipment (e.g., fax machines and printers)
• Professional attitude and appearance
• Solid written and verbal communication skills
• Ability to be resourceful and proactive when issues and complaints arise
• Excellent organizational skills
• Multitasking and time-management skills, with the ability to prioritize task