Guest Experience Assistant

JLL; Johor Bahru; On-site; MYR 18,000 - 30,000; Full time

Job summary

JLL is seeking a Guest Experience Ambassador in Malaysia to greet visitors, manage the main reception, and support F&B as needed. You will be the first point of contact for HSBC personnel, customers and guests, ensuring a professional, discreet and welcoming encounter throughout the client journey.

The role involves hosting across lobby and meeting floor areas, guiding guests, assisting with access, and coordinating room bookings to ensure a seamless experience while maintaining high

Qualifications

• Experience in hospitality or guest-facing roles.
• Ability to host visitors professionally and discreetly.
• Strong customer focus and communication skills.

Responsibilities

• To host the main reception area, energise the space and create lasting impressions including appropriate Wayfinding / Orientation signage to facilitate seamless navigation.
• To ensure that all visitors experience service excellence consistently, providing a warm, courteous and prompt welcome on arrival and throughout the client journey.
• To provide an information service for the local area and liaise as a point of contact between clients and hosts.
• Coordinate the room booking processes to manage meeting rooms.
• Maintain the visitor and client spaces in immaculate condition and report issues promptly.
• Handle enquiries in person, via phone or email and follow up as needed.
• Align with Security, Workspace Experience and Operations to deliver a seamless experience.

Skills

Hospitality

Customer service

Communication

Bilingual English Malay

Job description

JLL empowers you to shape a brighter way . Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Guest Experience Ambassador

What this job involves:

This is a primarily hosting role requiring standing, walking and hosting visitors during the course of the day (1 hour at a time minimum). Role is based in the lobby, reception areas across building and meeting room floors where moving around the floor is a necessity to ensure each meeting room is attended to (up to 20 meeting rooms per floor) and visitors are hosted to their meeting rooms.

The Lobby reception team are the first introduction to HSBC for HSBC Personnel, Customers and Guests. This must be delivered in a professional, discreet, and welcoming manner. Our aim is for our interactions to result in the highest possible level of Customer focus, professionalism, responsiveness, hospitality excellence and satisfaction.

What your day-to-day will look like:

• To host the main reception area, energise the space and create lasting impressions including appropriate Wayfinding / Orientation signage to facilitate seamless navigation.
• To ensure that all visitors experience service excellence consistently, providing a warm, courteous and prompt welcome on arrival and throughout the client journey including assisting with questions, verifying building access and providing temporary access.
• To provide an information service for the local area and liaise as a point of contact between clients and hosts, enhancing service with a concierge approach
• Being aware of internal and external VIPs to constantly recognise and deliver service excellence
• Liaising with PA/EA teams, clients & visitors and providing excellent customer service - creating "wow" moments when the opportunity arises
• Coordinate the room booking processes to manage meeting rooms.
• Ensure that the visitor and client spaces are immaculate at all times, taking ownership of the space and reporting issues appropriately
• Proactively deal with and be accountable for enquiries and requests in person, via the telephone or email, in a timely and professional manner as well as providing follow-up as necessary
• Empowered to resolved problems and enhance visitor and client experience
• Maintain a strong awareness of business activity communicating relevant updates with team members
• Communicate to the Workspace Experience Lead any feedback including new / ongoing / potential issues and complaints so that they are addressed accordingly
• Liaising with other departments, namely security, workspace experience and operations, and hospitality services to provide a consistent and seamless experience
• Ensure Security and Health & Safety procedures are always adhered to.
• Follow the agreed process for Employee New Hires/Exits
• Maintain Standard Operating Procedures to support effective and consistent Lobby / Lobby processes and procedures
• Assist with F&B operations, including preparing and serving beverages (both alcoholic and non-alcoholic), snacks, and meals to guests. This includes bartending duties such as mixing cocktails,pouring wine, and serving spirits
• Follow proper hygiene and food safety standards when handling and serving F&B items.
• Ensure all F&B areas are clean, orderly, and well-maintained.
• Adhere to any specific dietary requirements or restrictions outlined by guests.
• Strive to exceed guests'/ clients expectations by always providing personalized and attentive service.
• Ensure grooming standards are up to par and always in pressed attire and polished shoes.

What we expect from all our colleagues on account:

• Our goal is to provide enhanced workplace experiences that will be long remembered by our clients. In this role you will be a part of delivering a best-in-class experience for our client's personnel, customers, and guests in a connected workspace which promotes a culture of inclusion and safety.
• Our colleagues prioritize the health and safety of people and buildings. This includes following established safety protocols, reporting hazards/ incidents, maintaining cleanliness, encouraging safe practices, and staying informed about health and safety measures. By actively adhering to these expectations and following One Team S.A.F.E.

With a focus on creating an environment that enhances productivity, collaboration, and well-being, you'll have the opportunity to create exceptional workplace experiences and drive employee satisfaction and engagement to create opportunities for everyone to flourish.