Guest Experience Assistant

Overview

Location : Kuala Lumpur, Malaysia. Join or sign in to apply for the Concierge - Guest Services-2 role at JLL. This role is part of Appraisal Property Management (APM), appointed to provide property and asset management services for Kuala Lumpur’s newest office tower.

The property aims to be a market leader in tenant and visitor experience, delivering service levels typically found in a five-star hospitality environment. The primary focus is to ensure maximum customer satisfaction by fostering strong relationships with customers and keeping them informed about events within the building via direct communication or the dedicated property website and portal. The role is primarily responsible for property customer engagement, event and placemaking programs, and timely, accurate communications with the property community to minimize disruption.

Responsibilities

• Welcome all guests at the front desk with personalized greetings when possible and 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 and information with respect and transparency.
• Acknowledge concerns, comments and complaints with discretion and urgency; respond to telephone calls in a friendly and professional manner.
• Ensure duties are completed during the shift and provide a concise handover; monitor cleanliness and image of common areas.
• Guide and provide information to guests about nearby places of interest (e.g., MRT, eateries, other tenant companies).
• Proactively reset the front desk and foyer to maintain high presentation; work closely with internal teams and other building tenants to deliver a consistent level of service.
• Ensure building equipment / technology is in good working order and maintain grooming standards as the face of the building.
• Maintain the highest level of customer satisfaction and service, build positive relations with guests and telephone inquiries, and follow procedures in the employee handbook and training programs.
• Assist with workplace initiatives and communications campaigns; identify areas for improvement and work with counterparts to implement changes as required.

Qualifications & Skills

Experience & Education

What You Can Expect From Us

APM / JLL supports your growth in an entrepreneurial and inclusive environment, with a dedicated Total Rewards program, competitive pay, and benefits.

Application Notes

Referrals may increase your chances of interviewing. This role is a full-time position based in Kuala Lumpur.

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