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.