Job Description

Appraisal Property Management (APM) have been appointed to provide comprehensive Property and Asset Management services for Kuala Lumpur\xe2\x80\x99s 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.

We are looking for: Concierge - Guest Experience

Location: Kuala Lumpur

What this job involves :

Working at the centre of the onsite property team, the Concierge, Guest Experience responsible for the following

Guest Experience & Engagement:

Welcome all guests that approach or walk-by the front desk \xe2\x80\x93 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\xe2\x80\x99 requests for assistance & information with respect, sensitivity & transparency.

Acknowledge all guests\xe2\x80\x99 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 \xe2\x80\x93 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\xe2\x80\x99 experience in Hospitality, Facilities Management, Airline Industry or Customer Experience discipline.

Qualifications

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

If this job description resonates with you, we encourage you to apply even if you don\xe2\x80\x99t meet all the requirements. We\xe2\x80\x99re interested in getting to know you and what you bring to the table!

About JLL

We\xe2\x80\x99re JLL\xe2\x80\x94a 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\xe2\x80\x99s why we\xe2\x80\x99re committed to our purpose to shape the future of real estate for a better world. We\xe2\x80\x99re 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\xe2\x80\x99re honoured 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\xe2\x80\x99re headed in the future. And we know that unique backgrounds, experiences, and perspectives help us think bigger, spark innovation, and succeed together.

JLL Privacy Notice

JLL, together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL\xe2\x80\x99s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

For more information about how JLL processes your personal data, please view our .

For additional details please see our career site pages for each country.

Jones Lang LaSalle