Concierge - Guest Services-2

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Appraisal Property Management (APM) have been appointed to provide comprehensive Property and Asset Management services for Kuala Lumpur's newest office tower which is expected to be completed in the coming weeks. APM is part of the JLL group, a global leader in the provision of property and investment services. We will provide operational and engineering services, security and emergency services, tenancy lease administration, customer experience, financial management and asset planning utilising the specialist skills of a diverse and motivated team of professionals based at the building at TRX, Kuala Lumpur.

The property should be considered as a market leader in tenant and visitor experience, providing a level of service ordinarily experienced in a five star hospitality environment

The primary focus is to ensure maximum customer satisfaction, by fostering good working relationships with customers and ensuring they are kept up to date with events within the building either by direct communication or via the dedicated property web site and portal. The role is also principally responsible for the property customer engagement, event and placemaking program.

You will play a vital role in ensuring timely and accurate communications with the property community, and in ensuring that disruption and inconvenience is minimized as much as possible.

Key Responsibilities

What this job involves :

Working at the centre of the onsite property team, the Guest Services Lead - Customer Interaction is responsible for the following

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.
• Monitor cleanliness and image of common areas to ensure clear of rubbish and always neat and tidy
• To guide and provide information to guests about nearby places of interest ( Eg : MRT, eateries, other tenant companies )

Proactive Workplace Management:

• Proactive resets of front desk and foyer to ensure highest levels of presentation.
• Work closely with internal teams and other building tenants to ensure a consistent level of service is delivered across the building

  Workplace Etiquette:

• Ensure the building and relevant equipment / technology is in perfect working order. Ensure grooming is at the highest level possible as you represent the face of the building

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.
• Ensure the building and relevant equipment / technology is in perfect working order
• Any other reasonable request within your range of competence as required by the Guest Services Manager and management.
• Help support & coordinate Workplace initiatives; including any communications campaigns associated
• Identify areas of improvement in delivery of the services and processes, work closely with the counterparts to ensure a consistent level of service delivery across the company and implement change as required.

Skills

Languages:

• Must be fluent in English and the local language, ability to converse in other languages would be advantageous but not a requirement
• Demonstrated ability to deal with ambiguity, complaint and solve complex problems timely and effectively
• Strong interpersonal and communication skills to engage with all levels of seniority.
• Excellent PC skills, proficient in Microsoft Word and Excel.
• Interest in continuous improvement and development.
• Excellent organizational skills required.
• Demonstrated integrity, dependability, responsibility, accountability, self- awareness, work ethic, and empathy.

Experience

At least 2-3 years' experience in Hospitality, Facilities Management, Airline Industry or Customer Experience discipline.

Qualifications

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

What you can expect from us  

At APM/JLL, we make sure that you become the best version of yourself by helping you realize your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.

More reasons to join APM & JLL

• We are a true multinational global powerhouse having both International and Local footing in the real estate industry with over 220 offices worldwide for career advancement.
• We are unified by a collaborative culture that fosters integrity, commitment with one another and strength in cultural diversity with team members from different nationalities and backgrounds, being truly International.
• We are recognised as a leading real estate investment and consultancy firm both globally and locally with a technology and innovation oriented drive.

Location:

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