Front Desk Officer (DBN)

• GENERAL PURPOSE

Attend to visitors and students and escalate queries via the two way radio to the supervisor for assistance.  Supply relevant information regarding the organization to the general public, clients and customers. 

RESPONSIBILITIES

• To welcome the arriving visitors/guests/Staff.
• Direct visitors/guests/staff to correct destination.
• Providing information service to visitor/possible clients.
• Receiving and processing reservations/visits.
• Reporting when Biometric/side door card readers is off line as well as faulty turnstile to the Building Manager and FDO Supervisor who will inform the relevant department.
• The FDO must not allow a tenant/student to enter if their finger print is not active on Biometric, the tenant/student is to be referred to the office (during office hours) and the tenant/student details are to be taken down in the OB as well as noted down that the tenant/student was instructed to report to the office. This is to prevent tenants/students who are supposed to be evicted or lease to be terminated due to non-payment accessing the building. Should a student arrive after office hours the student must be allowed access and the details must be recorded in the CiiMS and the reliever must be informed accordingly? Student is to be advised to report to the office to have biometric access resolved and that no access will be allowed the next day.  
• Receiving/managing entry and vacate notes. (No entry into the building with bags without a valid entry note and no vacating the building with bags without a valid vacate note.)
• Ensure that the visitors sign the visitors register for arrivals and departures. ( After the visitor has signed the visitor register the FDO will then call the relevant student via the intercom at the reception desk to come down and fetch his/her visitor. The visitor will then leave his/her ID book, student card or passport with the FDO after he/she signed in  and will on return signed out again and give the visitors his/her ID book, student card or passport back to the rightful owner. Ensure that you write in the CiiMS whose id card, driver’s licenses, student cards is left when handing over to the next shift. Visitors are not allowed to roam around inside the building Un-accompanied.
• Dealing with complaints and handling/escalate them to relevant departments.
• The FDO can confiscate alcohol in the lobby but must call the FDO Supervisor or Roaming Officer as a witness. The confiscation must be recorded into the CiiMS book.
• Effect communication and coordination with other departments.
• Sleep over’s – Scheduled sleep over’s (The visitor will submit an entry note which is issued from the student department with a valid note and stamp. Un-scheduled sleep over’s – After 23h00. the Roaming FDO and the second FDO where there is more than one FDO on site must start checking which visitors is still inside the building. The FDO will then call the visitor via the intercom.
• If the visitor wants to sleep over the ID Book from the student must be obtained. An evet occurrence must be made and all details must be on the Ciims entry. In the morning when the Building Manager arrives at the building the FDO must report/detailed all sleep over’s to the BM. The Building Manager will then receive and signed for all sleep over’s given to the Building Manager by the FDO. FDOS must not allow any sleepover in return for money/bribes of any sort/form.                 
• Deal with queries from the public, customers and visitors and escalate to BM, Supervisor/FDO Manager to escalate to relevant departments.
• The FDO has sole responsibility for the management of the lobby. 
• The FDO is responsible for the access control in and out of the building.
• To remain awake and alert at all times. Sleeping on duty will result in a disciplinary hearing as it is a dismissible offence as per code of conduct.
• The FDO must ensure he/she have a reliever on site/building before leaving the front desk for whatever reason. Desertion of place of work will result in a disciplinary hearing or action taken as per code of conduct.
• FDOS are not allowed to receive/take/ask/give money/food to/from students/tenants for whatever reason.
• FDOS are responsible for all student card/ID cards/drivers licenses or any other identification documents kept at the front desk and will be responsible for replacement cost should it be found the documents are lost/misplaced/issued without following correct procedures or due to negligence.

Lifts

• Reporting when a lift is stuck or faulty lift to Building Manager and to Central via your hand radio. The FDO at Central will contact the relevant Lift contractor via the speed dial telephone. The FDO will then complete the telephone register with the reference number included.
• The FDO must ensure if a person is trapped in the lift and that a RA, floor Rep or roaming FDO (if the building manager is not available) sits/stays with the trapped passenger, keeping them informed of progress on rescue. (Do not let this person un-attended).

Fire panels 

• Reporting when the Fire Panel is off to the Building Manager/Supervisor/FDO Manager and make an event entry on CiiMS.
• Reporting when fire alarm goes off to Building Manager/FDO Supervisor and make an event entry on CiiMS.
• In the event of a fire panel activation the FDO on duty should report to the Supervisor and request a Roaming FDO to inspect and assess the area where the activation occurred. Under no circumstances may the panel be reset before the roaming FDO/Supervisor had inspect the area and confirm all in order. The alarm can be silenced but not reset to avoid panic.

Emergencies.

• The FDO must call the Roaming FDO or FDO Supervisor in the event of an emergency which is life threatening or places the Building in jeopardy to assist, Supervisor will make the necessary phone calls from Central on the speed dial phone to relevant Building manager and department/EMS.
• The FDO must call the ADT armed response if there is a fight in the lobby and escalate to FDO Supervisor to report on daily shift report for action from student administrator.

Front desk

• Ensure that the reception and surrounding areas are clean and tidy with no personal stuff lying around on or inside the desk.
• To ensure that all items handed over to you during shift change are operational, not damaged and available.
• To ensure that all items received by you during handover is all still available and that nothing is removed/lost/missing and that such incidents are immediately reported to FDO Management.

CCTV

• It is your responsibility to ensure your CCTV DVR/NVR is on at all times. (It must show blue next to Recording on the DVR/NVR at all times).
• Report to your supervisor/building manager when it is off.
• Ensure that you view your CCTV monitor accordingly to identify any suspicious activities or to report any cameras not functioning to BM and Supervisor and record accordingly in the OB.
• Report any suspicious activities/damages to equipment/items in your care and inclusive of staff misconduct to your supervisor/manager immediately.
• You will be based at a reception area/control room to view cameras in a building where applicable. This is not a security function but only to monitor the movement of students/visitors in your building and to report any suspicious activities to your supervisor. 
• The supervisor/Building Manager/FDO Manager will view recorded data on the system on an ad hoc basis to ensure that the system is functioning and if any irregularities is found it needs to be reported.       
• The viewing of the CCTV cameras on the monitor is hereby an additional function that will enable you to monitor movement of visitors/activities inside the building.

Keys

• FDOS are responsible for all keys kept at the front desk and will be responsible for replacement cost should it be found the keys are lost/misplaced/issued without following correct procedures or due to negligence.
• Any person requesting a key (including SP staff members) must sign for the key in the key register and be signed back on return.

Other

• The FDO cannot leave their desk to attend to other matters unless they are in a building with two FDO’s on duty.
• Ensures knowledge of staff movements in and out of building
• In the event of power failures the FDO on duty will report to the supervisor. Supervisor will escalate to relevant department (BM’s, standby maintenance etc.) to assist and resolved.
• FDOS will personally be held responsible for any repair/replace cost to any item/equipment in their care if found to be caused by negligence or deliberate.
• You will be responsible to ensure that tenants/visitors and the general public does not drink in front of the building and are to request them to refrain from drinking in front of the buildings. Should they refuse you are to contact the controller who will request the BID security to dispatch reaction officers to attend to the matter.
• You are to ensure that no vagrants are allowed to sleep/loiter in front of the building and are to request them to leave the area. 

ADDITIONAL - RESPONSIBILITIES FOR THE ROAMING FDO: 

(This responsibilities is an addition when he is not relieving a FDO for lunch, sick, absent, leave, inspections, CCTV monitoring in a building and all above still apply). 

• The Roaming FDO will relieve for lunch as per roster and ensure that the Job description is followed and adhered to as per building.
• The Roaming FDO will be issued with a two way hand radio so that he is in continues communication with the FDO Supervisor.
• The Roaming FDO will also assist if a roller shutter door is out of order. The Roaming FDO will then do physical access control at the basement ramp. The Roaming FDO must then ensure no unwanted persons is entering the building via the basement.
• The Roaming FDO will assist when alcohol is confiscated. The Roaming FDO will be a witness when the confiscation takes place. The confiscation must then be recorded into the OB.
• The Roaming FDO will assist in the event of an emergency which is life threatening or places the building in jeopardy.  
• The Roaming FDO will also stand in for a FDO that is sick, absent or on leave. The Roaming FDO must ensure that he/she is familiar with the procedures of the building before starting the shift. The FDO Supervisor must ensure that the Roaming FDO knows what the building requirements is. Roaming FDO – Patrols (during the day) – check TV rooms, fire escape doors, fire extinguishers)
• Roaming FDO - Patrols (Night - 23h00 – Check if all visitors is out of the buildings).
• Roaming FDO - Patrols ( Night - After 00h00 – Check the following – All stoves is off, No water leakages in bathrooms, Noise levels, Fire escape door is locked). All findings by the Roaming FDO to be reported to the FDO Manager immediately.
• Roamers to sign for the patrol baton at reception at commencement of shift and ensure all allocated points are tagged and visited.
• Supervisor need to report batons not signed out due to shortage of roamers.
• Roaming FDO will also attend if there is fighting/arguments at the building lobby and on the floors on the request by the building FDO No FDO to physically get involved with the argument/fighting and not to place himself in harm’s way. FDO or Roamer is not a security guard and need to activate the panic alarm in order for ADT to respond and assist.
• The Roaming FDO can also assist to do searching of bags at a building on the request of the Building Manager via the National FDO manager. The National FDO Manager will ensure the Roaming FDO get the instruction to go to the relevant building to conduct searches. Searching are to be done as prescribed by law, namely male search male and female search female.
• For noise control, The FDO Supervisor or Roaming officer will be informed by the Building FDO for noise control who will then issue a warning (verbal or written) . Should a tenants/students speakers need to be confiscated – it can only be done by the Building Manager.
• The FDO Roamer will inspect the CCTV camera’s (where applicable) monitors for any suspicious activities and escalate/report to the supervisor or Building Manager. 
• FDO’s are not allowed to take room keys and/or kept room keys from students/tenants at reception or in personal capacities.
• FDOS will be entitled to two 15 min tea breaks and one 30 Minute lunch break that will be determined by the supervisors in accordance with the availability of roamers/relievers
• Roamers are not allowed to receive/take/ask/give money/food/drinks to/from students/tenants for whatever reason.
• You will be responsible to ensure that tenants/visitors and the general public does not drink in front of the building and are to request them to refrain from drinking in front of the buildings. Should they refuse you are to contact the controller who will request the BID security to dispatch reaction officers to attend to the matter.
• You are to ensure that no vagrants are allowed to sleep/loiter in front of the building and are to request them to leave the area.

EDUCATION

• Matric

EXPERIENCE

• Exposure to or experience in security services is an added advantage
• Operating knowledge of computers and relevant software applications
• Knowledge and understanding of customer service principles and practices
• Most of the training happens on the job

Closing Date: 24 January 2022

Important: Correspondence will only be entered into with short listed applicants. Should you not hear from us within four weeks, please consider your application unsuccessful.