Guest Relation Host

6 months ago

Kuala Lumpur, Malaysia Cushman & Wakefield Full time

**Job Title**

Guest Relation Host
**Job Description Summary**

The Guest Relations Host is a key member of the Cushman & Wakefield onsite account team for the client. This individual is part of a broader Workplace Experience team that aims to ensure employees feel productive, engaged, and well supported in the workplace, and that they can thrive in a dynamic environment.

The Guest Relations Host plays a large role in creating a first impression of the company via in-person and phone interactions with individuals, including prospective clients, employees, guests, and vendors who walk through the door or call the location. They will be responsible for a dedicated zone or building, acting as the first line of response for all visitor and reception management and its associated needs in that zone or building.

The Guest Relations Host will also be the first point of contact for Client Suite management and Hospitality management. This individual will also be responsible for ensuring daily space readiness, so guest, clients and employees can be productive without friction or challenges. We are seeking a passionate and driven professional to act as an ambassador and liaison between our client, employees and visitors who come to the site. Ideally, this individual cares deeply about the level of interaction and the quality of the experience the recipient enjoys during their initial interactions at the site.

Guest Relations Hosts must have a spirit to serve at the core of their DNA and typically come from a hospitality or co-working background. They are the experience curators, creating moments of delight and care through memorable, anticipatory, and personalized human interactions.

We are looking for a highly collaborative self-starter who enjoys solving problems, has fantastic communication skills, and can bring an elevated customer experience to employees and visitors in the workplace environment.

**About the Role**:

- Ensures a smooth and seamless employee and guest experience by communicating warmly, clearly and effectively with the employee, guest, employee host, vendors, etc. to meet the request at hand.
- Consistently offers professional, friendly, and welcoming interactions.
- Answers and screens all incoming internal calls to handle caller’s inquiries whenever appropriate and possible. Re-directs calls as needed and takes adequately detailed messages when required.
- Greets, assists and/or directs visitors, vendors and the public employing a professional, courteous, and respectful demeanor always.
- Manages visitor badges and maintains appropriate visitor records.
- Is actively visible in the reception area and always accessible to the customer via phone or walkie talkie. Provides advance notice to manager and customer for personal time off.
- Provides administrative relief and support, as needed, for personnel in administration, mail room and copy/publication.
- Maintains guest registration logs via electronic guest management system.
- Schedules, organizes, and assists with event and meeting room reservations.
- Reviews all appropriate documents, manuals, and standard operating procedures to be familiar with details of engaging with guest visitors, employees and visitors
- Assists with any changes or new information promptly and reliably, following up with the customer to ensure satisfaction with course of action.
- Ensures positive guest/group experience, through personal interaction and attendance at functions or other interactions throughout the day. Must be flexible to accommodate irregular and/or extended hours.
- Assists with administrative responsibilities, including supply ordering, visual inspection of conference rooms, guest space or supply closet or other responsibilities as required and requested.
- Provides travel assistance, calling cabs, communicating arrival, etc.
- Displays professionalism and a sense of pride in all aspects of his/her duties and responsibilities.
- Understands and adheres to all safety and security protocols.
- Reviews internal work order system and reports service requests through building work order system. Communicates to building management as tenant/landlord liaison.
- Coordinates necessary corrective actions by property management personnel, AV techs, or third-party vendors.
- Serves as a liaison between client and building vendors.
- Assists in the coordination of events/catering/ad hoc requests.
- When required, Guest Relation Host is expected to provide support to Community Hosts to maintain the level of experience provided.

**About You**:

- Minimum of 2 years of related work experience in real estate services, travel/hospitality, retail, customer service or a college degree
- 2 years of experience in face-to-face interaction with customers preferred.
- A pleasant phone voice and excellent verbal and written communication skills a must
- Organization and attention to detail required.
- Must be able to work in a fast paced, high-volume environment.
- Pr

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