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Client Experience Professional - Reception (Toronto)

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Date Posted: Apr 2, 2019

Reference Code: 44823-en_US

Job Type:  Permanent 
Primary Location: Toronto, Ontario, Canada 
All Available Locations: Toronto 

External Posting Description

The Client Experience Professional (CEP) is at the centre of our clients and guests’ experience – setting the tone from beginning to end. They are responsible for providing 5-star hospitality service in line with the Orbis vision to those arriving, waiting and departing BAE while helping to maintain Deloitte’s security standards by documenting arriving guests through the check-in process. Working closely with a team of colleagues and supported by a client experience specialist, the individual will be required to demonstrate a keen knowledge of the firm, anticipate the needs of our guests, go the extra mile when tending to both internal and external parties, react and problem solve efficiently and demonstrate attentive listening skills.


This role includes, but is not limited to the following primary duties:

  • Ensure the guest arrival environment is ready for day-to-day operations
  • Proactively welcome and engage guests arriving using hospitality standards eg. the 10/5 rule
  • Respond promptly and correctly to guest questions and requests, if unsure, has clear direction on how and from whom to get the appropriate information
  • Gather required visitor information using the Digital Reception process to securely register the guest  
  • Ensure arrivals are communicated to key stakeholders in a timely and accurate manner as well as execute efficient triage arrivals, guaranteeing all visitors know where to go and how to get there
  • Continually leveraging the daily report and weekly client activity summary to maintain superior understanding of what activities are taking place in BAE daily
  • Proactively execute and offer coat/baggage check services, refreshments and refills to those waiting in the reception lounge – additional responsibilities can include but are not limited to: cleaning the reception area when required
  • Expert on frequently asked questions regarding the Orbis program and experiences/enhancements unique to Bay Adelaide East
  • Consistently deliver an elevated and differentiated customer service experience
  • Maintain professional appearance and attitude at all times
  • Build rapport with direct team members, operational support and broader Deloitte personal at large to provide more personalized service
  • Work with appropriate teams to facilitate 2nd floor safety, cleanliness, and security  as well as liaising with operational and hospitality vendor teams to resolve functional issues not limited to – coffee station refills, coordination of guest arrival, broken, missing or misplaced items
  • Support security services for Deloitte personnel check-in, if required
  • Provide minimal coordination support for Podium Experience lead
  • Monitor the activity on the second floor, directing guests as appropriate to minimize wait times

External Posting Qualifications

  • 1-2 years’ work experience in customer service, hospitality, or a facilities environment is a requirement
  • Intermediate level knowledge of Microsoft Word, Excel, Outlook and iOS devices
  • Excellent verbal and written communication skills
  • Demonstrated ability to deal with multiple priorities in a high pressure, client focused environment
  • Excellent organizational and time management skills required
  • High attention to detail and task orientation with an ability to problem solve and be a team player
  • Executive presence and a demonstrated ability to work with all levels within an organization
  • Ability to execute proactive measures to ensure an elevated arrival/departure experience for all guests including responding to requests in a timely manner
  • Flexible shifts to work between 7:00 AM to 6:00 PM
  • Able to lift up to 20 pounds
  • May be required to work in all Toronto-region locations
  • This position may require overtime

Why Deloitte?

Launch your career with The One Firm where you can make a greater impact than you ever thought possible. With endless opportunities at every turn, and a culture built to support and drive our people to be the very best they can be, Deloitte is The One Firm for you to learn, grow, create, and lead.

At Deloitte, we understand that everyone, and their career goals, are different. As a firm, we help create the conditions and opportunities that will enable our people to thrive – both professionally and personally. We do this by making three commitments to our people:

  • You will lead at every level: We grow the world’s best leaders so you can achieve the impact you seek, faster.
  • You can work your way: We give you the means to work how you want, and we have innovative spaces and the mindset to help you be wildly successful.
  • You will feel included and inspired: We create a deep sense of belonging where you can bring your whole self to work.

Apply now and let us show you how to push your career to the next level at Deloitte. The One Firm. For You.

Deloitte is an inclusive employer dedicated to building a diverse workforce.  We encourage applications from all qualified candidates and will accommodate applicants’ needs under the respective provincial human rights codes throughout all stages of the recruitment and selection process. Please advise the Recruiter to ensure your accessibility needs are accommodated throughout this process.  Information received relating to accommodation will be addressed confidentially.

We thank all applicants in advance for their interest; however, only those candidates selected for an interview will be contacted



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