Front Desk Officer at Discovering Talents Academy

Location: Gwarinpa, Abuja (FCT)

Job Summary

• The Front Desk Officer at Discovering Talents Academy (DTA) is the crucial first point of contact for all visitors, parents, prospective clients, and staff.
• This role is pivotal in creating a positive and welcoming first impression, ensuring efficient communication, and expertly guiding prospective parents through the admission process from initial inquiry to enrollment.
• The Front Desk Officer is instrumental in upholding DTA's mission to "create an atmosphere of fun where kids can enjoy being kids" and its vision to "discover and bring out the uniqueness in every child" by providing exceptional customer service and administrative support.

Key Responsibilities
Front Office Management & Customer Service:

• Serve as the primary point of contact for all visitors, parents, prospective clients, and staff, providing a warm, professional, and courteous welcome.
• Maintain an alert and approachable posture at the front desk at all times.
• Manage the reception area, ensuring it is tidy, organized, and reflective of DTA's professional image.
• Politely inquire about visitors' purposes and direct them appropriately, ensuring proper sign-in/out procedures using the visitor's book.
• Handle incoming and outgoing calls professionally, using the prescribed greeting protocol, speaking clearly, and avoiding slang.
• Address inquiries promptly and accurately, or escalate to the appropriate department when necessary.

Admission Process & Client Conversion:

• Expertly guide prospective parents through the entire admission journey, from initial inquiry to successful enrollment.
• Capture and meticulously record prospective client data (Name, WhatsApp Number) in the DTA software.
• Proactively follow up with prospective clients, sending pre-defined messages (e.g., initial inquiry response, promoting school platforms, after online form submission, interview/test scheduling) and tracking progress in the DTA software.
• Nurture prospective clients by sending engaging "Did You Know" content to maintain brand awareness and interest.
• Ensure all steps, including payment confirmation and interview/test scheduling, are completed efficiently to convert inquiries into enrolled pupils.
• Strictly adhere to the policy that all payments are made directly into the school's official bank account; the FDO is strictly prohibited from collecting any physical cash.

Communication & Information Dissemination:

• Disseminate official school broadcasts to relevant parent groups (e.g., whole school, year-level specific, ex-students, summer program groups) as per schedule (e.g., Nursery Colour Day, Fun Day updates, weekend classes, gate closure reminders).
• Utilize Google Calendar to proactively schedule and manage recurring and one-off communication tasks, ensuring timely and accurate message delivery.
• Maintain confidentiality of all student, parent, and staff information, releasing it only with explicit approval from the Administrator/Head of School.
• Direct all general public inquiries to the Admin Officer, as the FDO is not authorized to disseminate organizational information to the public.

Administrative Support & Record Keeping:

• Log all complaints received (via text, WhatsApp, call, or in-person) into the DTA software, ensuring accurate details are captured and forwarded to concerned persons for resolution.
• Follow up on complaints to ensure parents/complainants receive timely feedback and report any delays to the Head of Admin.
• Update complaint logs to "Resolved" or "Closed" once issues are addressed, including resolution details.
• Manage forgotten items by taking pictures, sending to teacher platforms, checking classrooms, and broadcasting to the whole school if unclaimed.
• Assist with general administrative tasks as required by the Head of Administration.

Policy Adherence & Professional Conduct:

• Strictly adhere to DTA's working hours, dress code, and personal hygiene standards.
• Maintain absolute professionalism and cordial communication with all colleagues and superiors, avoiding insubordination, gossiping, or illicit gatherings.
• Ensure no staff member exits the school premises without a valid gate pass.
• Uphold the non-discrimination principle, treating every person with equal respect and courtesy.
• Ensure the front desk area remains a highly confidential space, with only authorized personnel covering it during absences (e.g., lunch breaks, requiring notification to Head of Admin).

Qualifications

• Education: Minimum of a National Diploma or equivalent in Business Administration, Office Management, Communications, or a related field. A Bachelor's Degree is an added advantage.
• Experience: Proven experience in a front desk, reception, or customer service role, preferably within an educational or service-oriented environment.
• Technological Proficiency: Strong computer literacy, including proficiency in Microsoft Office Suite (Word, Excel) and experience with or ability to quickly learn school management software (e.g., DTA software for admissions, complaints, communication). Familiarity with Google Calendar is an advantage.
• Communication: Exceptional verbal and written communication skills, with a clear, polite, and cheerful demeanor.
• Interpersonal Skills: Excellent interpersonal skills, with the ability to interact effectively with diverse individuals (parents, children, staff).
• Organizational Skills: Strong organizational skills, attention to detail, and ability to multitask effectively in a fast-paced environment.

Key Competencies:

• Customer Service Excellence
• Communication & Interpersonal Skills
• Organizational & Administrative Skills
• Problem-Solving & Proactiveness
• Digital Literacy & Adaptability
• Confidentiality & Professionalism
• Punctuality & Reliability
• Commitment to DTA's Vision and Mission.