Concierge

3 weeks ago

Kuala Lumpur, Malaysia JLL Full time

JLL supports the Whole You, personally and professionally.

JLL supports the Whole You, personally and professionally.
We are committed to hiring the best, most talented people in our industry, and then empowering them with the resources and support to enhance their health, financial and personal well-being. Our underlying benefits philosophy is this: be fair to our people and provide opportunities for those who take advantage of our programs and resources to increase their personal and financial security.

**We are looking for**: Conceirge/Receiptionist

**Location**: Kuala Lumpur

The Receptionist will be the face of JLL that represents the client - playing a vital role in creating a welcoming yet professional image for the company. As our stakeholders’ first point of contact, you should make them identify immediately that we are the kind of company they would want to do business with. Therefore, the Receptionist must demonstrate elevated levels of customer service and integrity, especially in handling enquiries, issues and complaints.
The role will have responsibility for service quality, front desk task resolution, maintenance and operations and safe working practices.

**Key Responsibilities**:
**Guest Experience & Engagement**:

- Welcome all guests that approach or walk-by the front desk - personalized greetings whenever possible.
- Manage the guest & VIP registration process seamlessly.
- Lead guest engagement as the main point of contact at the front desk.
- Respond to all guests’ requests for assistance & information with respect, sensitivity & transparency.
- Acknowledge all guests’ concerns, comments & complaints with discretion & the utmost urgency.
- Promptly respond to telephone calls in a friendly & professional manner.
- Complete all duties during the shift & ensure a concise hand over is conducted.

**Proactive Workplace Management**:

- Proactive resets of front desk, foyer & office workspace to ensure space readiness.
- Work closely with Floor Ambassadors to ensure a consistent level of service is delivered across the building & to implement change as required.

**Workplace Etiquette**:

- Championing flexible working and provide support to employees on processes & tools - e.g. Meeting Rooms, Desks, onsite AV Equipment etc.
- Ensure the building and relevant equipment / technology is in perfect working order.

**Additional Duties and Responsibilities**:

- Ensure that the highest level of customer satisfaction & service is offered & maintained at all times; a level comparable to a Premier Lounge or High-End Hotel.
- Maintain positive relations with all guests & telephone enquiries - keeping emotions in check & avoiding workplace gossip.
- Follow company procedures with respect to grooming, performance & conduct standards as detailed in the employee handbook & Customer Experience Trainings.
- Trustworthy source of information, support and advice.
- Any other reasonable request within your range of competence as required by the Customer Experience Manager & Front of House Lead.

**Key Performance Measures**:

- Compliance with service provision as detailed in the contract.
- Compliance with the Environmental, Health and Safety responsibilities.
- High Customer Satisfaction rating as measured in regular surveys.
- Compliance with Best Practice documentation.
- Pursue continuous improvement.

Sound like the job you’re looking for? Before you apply, it’s also worth knowing what we are looking for:
**Skills**:
**Languages**: Must be fluent in English and local language.

Demonstrated ability to deal with ambiguity, complaint and solve complex problems effectively.

Strong interpersonal and communication skills engage with all levels of seniority.

Excellent PC skills, proficient in Microsoft Word and Excel.

Interest in continuous improvement and development.

Excellent organisational skills required.

Demonstrated integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy.

**Experience**:
At least 2-3 years’ experience in Hospitality, Facilities Management or Customer
Experience discipline.

**Qualifications**:
Degree in hospitality or related field is preferred but not required.

About JLL
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.

Our core values of teamwork, ethics and excellence are

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