Guest Services and Food & Beverage Manager

Jones Lang LaSalle Incorporated; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Total Rewards Program

Competitive pay and benefits

Job summary

APM/JLL seeks a dedicated Guest Services and Food & Beverage Manager to lead customer experience, menu planning, and tenant engagement in a premium Kuala Lumpur office building. You will manage a six-person frontline team plus a events specialist, coordinate with the external F&B operator, and uphold the property’s five-star presentation.

The role requires 5–10 years in guest management and F&B, strong leadership, and an ability to align services with tenant needs.

Qualifications

• Experience in guest services management within a hospitality or luxury corporate building.
• Proven ability to lead a team and manage front-of-house operations.
• Knowledge of F&B operations, vendor relations and contract management.

Responsibilities

• Lead and implement a comprehensive Guest Services program for the building.
• Oversee F&B operations, including cafe and tenant event catering, ensuring high standards.
• Manage contractors and service providers to meet budget and quality targets.
• Drive sustainability and waste management initiatives within the building.
• Prepare and monitor annual budgets and monthly forecasts.

Skills

Guest Services

F&B Management

Team Leadership

Contractor Management

Budgeting

Education

Hospitality degree or related

Tools

MS Word

Excel

Job description

JLL supports the Whole You, personally and professionally.Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.Guest Services and Food & Beverage ManagerAppraisal Property Management (APM) is appointed to provide comprehensive Property and Asset Management services to an internation Owner / Occupier of a Premium A Grade office building located at TRX, in Kuala Lumpur.APM is part of the JLL group, a global leader in the provision of property and investment services. We provide operational and engineering services, security and emergency services, tenancy lease administration, customer experience, financial management and asset planning, utilizing specialist skills of a diverse and motivated team of professionals based at the building.Reporting to the General Manager, the Guest Services and Food & Beverage Manager is principally responsible for implementing and managing:1. a customer service and experience program, which maximizes the presentation of the property, and the engagement and satisfaction of the building tenants and their staff. As part of these responsibilities, the role will assume responsibility for the management of a team of six direct reports; 5 x front of house staff covering Ground Floor reception and the building's shared facilities (Gym, karaoke room, games and studio rooms) and 1 x Guest Services Event Specialist, which directly influence the presentation, brand and perceptions of the property.2. management of the external food and beverage operator, located in the building, who provides breakfast, lunch and dinner meals for a 550-seat cafe, as well as catering for tenant events.The office building 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 ultimate management of delivering this experience would fall to the Guest Services and F&B Manager.The primary focus is to ensure maximum tenant customer satisfaction, by fostering good working relationships with tenant management and staff, ensuring they are kept up to date with events within the building and have available high-quality food and beverage options.What this job involves:As a key member of the onsite property management team, the Guest Services and Food & Beverage Manager is responsible for the following:1. Customer Service, Engagement and CommunicationAssume principal responsibility for the management and co-ordination of the property’s Guest Services Program. This will include: Management of a team of six (6) staff.Lobby activations for Christmas, Chinese New Year, Ramadhan and Deepavali plus other monthly activations.Shared facility events such as exercise classes, book club, etc.Community and charity program co-ordination.Foster and develop a unique One Team relationship between the management team, service providers and partners to create a seamless and unified customer experience.Working closely with key tenant representatives in the building to co-ordinate and integrate our services with their staff and customer engagement programsConducting monthly tenant meetingsAssume principal responsibility for coordinating the tenant's participation in annual surveys.Produce and manage all forms of customer communications including emails, newsletters, digital portal and displays.2. Food & Beverage ManagementManage the contract between APM and the F&B operatorMeet regularly with the F&B operator to discuss menus and pricingEnsure food standards and hygiene are always prioritizedArrange annual audit by third party auditorEnsure presentation of the cafe is impeccable at all timesEncourage and facilitate tenant bookings of the F&B operator to cater for their events3. Contractor ManagementContractor management, including but not limited to the following: Cleaning, toiletry services, toilet supplies, carpet services, end of trip facility, signage services, window cleaning services, waste services, indoor and external plant services, promotions and other front of house contracts (subject to the discretion of the General Manager)Ensuring all contracts are tendered as and when required, maintained within the agreed budget and at or above the agreed standards of presentation and performance, and seeking alternative ways to improve customer service and reduce expenditure.4. SustainabilityManagement of the waste management and recycling programs in the building and management of contractSupporting client-led environmental initiativesEnsuring the tenants understand the recycling programs implemented at the building.Sustainability reporting including collating of data for assessment.5.Budgets & ForecastingAssisting with the formulation and management of the annual budgetAssisting with monthly forecasts of relevant accounts6. Direct Staff ReportsFive (5) Guest Experience Assistants and one (1) Guest Services Events SpecialistSounds like you? To apply, you need to be:Engaging and have professional experienceA passion for excellence is what makes a Guest Services and Food & Beverage Manager. We’ll need someone who can do more than the bare minimum to meet our clients’ and guests' expectations. It would also be best if you have 5-10 years of guest management and F&B experience from the hospitality industry or a luxury corporate building. In this role, you’ll also be working with different kinds of people, so you’ll need to be an expert in handling them professionally. Likewise, you’ll need to effectively manage, train and inspire the team to always do better. You’ll also need to take the time to listen to your people to create better work impact.Required Attributes, Experience and QualificationsDemonstration of achievement of a form of tertiary certificate or degree in a field that can be applied to the management of property would be an advantage,The ability to empathize with customer needs and a demonstration of excellent customer service ethic is mandatory.The role requires an individual who is conscientious, diligent and organized in their work approach, whilst demonstrating a composed and professional appearance at all times.Demonstrated skills at encouraging a team to maintain the highest levels of customer serviceFocus on driving meticulous presentation of the property and its image at all times.A demonstrated ability to think laterally, accommodate change, innovation and new ideas, and most importantly, to prioritize work.An ability to communicate with people at all levels. The individual should be comfortable mixing with and supervising people of all backgrounds. They must be aware of customer service responsibilities and respect the needs of Customers and visitors to the property.Excellent computer skills – proficient in MS Word and Excel.Key Result Areas:Achievement of annual operating budgetAchievement of client KPIs as defined in the Property Management AgreementCustomer Service Customer Satisfaction as measured in the annual Tenant survey resultsManagement of assigned contracts and service providers (F&B, housekeeping, landscaping and others) in accordance with agreed plans and budgetsTimely and accurate completion of client reportsWhat you can expect from usAt 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 & JLLWe 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 recognized as a leading real estate investment and consultancy firm both globally and locally with a technology and innovation-oriented drive.Apply today!If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!Personalized benefits that support personal well-being and growth:JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.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 also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.