Job Description

JLL empowers you to shape a brighter way.Our people at JLL and JLL Technologies 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\xe2\x80\x99ve got deep experience in commercial real estate, skilled trades or technology, or you\xe2\x80\x99re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.DUTIES & RESPONSIBILITIESThe Individual is responsible for providing excellent customer service and creating an exceptional experience to all staff, TVCs, their guests and vendors who are their business partners. They must be able to effectively communicate information verbally regarding the building, the office and its facilities, and facilities in and around the area. Additionally, it is their responsibility to maintain the cleanliness, comfort, safety, and overall appearance of their assigned area to the highest standards, either through self performance or vendors. The Individual must be able to offer assistance to all staff at this site. The expression \xe2\x80\x9cGoing above and beyond\xe2\x80\x9d is a normal operating standard for this position. The Individual will perform any other tasks that may be assigned to them which is related but not exclusive to customer service, hospitality, meeting room services management, project coordination, the broad spectrum of facilities & building management and operations (hard and soft services, transport and waste management, etc), space planning, event management and any others that may fall within the scope mentioned.This position also requires the individual to have an ear to the ground and be aware of everything that\xe2\x80\x99s going in the organisation, from knowing which important meetings and events will be taking place, to coordinating deliveries of flowers.The Individual represents the brand and image of both our client and JLL. It is likely to be the first face that a visitor sees when he steps out of the lift or into the office, and it is therefore crucial that he is given a positive experience from the first step into the client\xe2\x80\x99s office space. The individual to be punctual, dependable and reliable. In addition, the individual is expected to remain poised, polite and professional during any people conflicts. Maturity, a cool head and fun-loving attitude is necessary.Create and provide memorable and exceptional experience for all clients, internal and external, in the clien office.Ensure messaging is consistent and in line with directions given by the Supervisor.Respond to client inquiries and concerns promptly and with courtesy and enthusiasm.Build relationships by engaging clients in authentic, personable conversations.Create WOW experiences by anticipating client needs and seizing the moment; acting on them before being requestedProvide a positive environment where things get doneTake ownership of customer issues and proactively seek to resolve them quickly.Provide end to end service; take responsibility and accountability.Provide exceptional communication to clients.Communicate effectively and correctly.Respond, follow up and close \xe2\x80\x93 both via email and in person.Maintain current/up to date knowledge of the building and office procedures and client/guest-related information including, but not limited to:Information about the history of the office location, and the office design conceptInformation on the facilities of the building, in the office, and of the general areaGeneral event informationEmergency response procedure and incident reportingPatrol and check the immediate space of responsibility for cleanliness issues, safety (and security) hazards and document any irregularities.Be the eyes and ears of the EHSS and soft services/hard services/ operations team. Maintain the general presentation of the office by appropriately notifying departments/owners responsible for the maintenance, or to self-perform the remedy immediately, regardless whether it is a temporary or permanent solution, and where it is possible to do so without compromising on safety and standards.Report infractions immediately and according to procedureEnsure that the aesthetics are preserved and repairs requirements are reported to immediately and actions taken promptlyReport and log data on unusual occurrences such as property damage, injuries, theft, etc., and create detailed incident reports in a timely manner.Gather information in accordance to procedure and prepare incident reports within KPI or policy guidelines and free from errors.Provide back-up support and cover to absent team members.Provide emergency on-site attendance as needed.Carry out tasks relating to customer service, hospitality and experience, administration, the broad spectrum of facilities & building management and operations (hard and soft services, transport and waste management, etc), space planning, event management and any others that may fall within the scope mentionedCommunity events supportContribute to ideas development and solutioningSupport the team members with the coordination of community eventsMaintain excellent relationship with the vendor so that they are motivated to provide good customer service and go above and beyondImmediately inform the line manager of any vendor or customer related issues, or when there is a sense of potential issuesMeeting room services managementSupport the team members with the requirements of meeting room services management including pre-badging support, internal coordination to facilitate end to end services deliveryAssist with mobile concierge related duties as required, taking duty rotation as assignedFiling and data managementCritical Competencies for SuccessGreat attitudeProactive and positiveGung-ho and can-do attitudeSolution orientedClient Focus & Relationship ManagementDemonstrates proactive and professional approach to customer service and stakeholder engagementAble to interact with a wide range of client staff, including senior levels and support staffAble to manage conflict and balance between client and JLL requirementsHas a customer service oriented attitudeLeadership, Collaboration and Team WorkerAble to effectively lead a group of people to meet objectives, and promote open, constructive and collaborative relationships at all levelsAble to work collaboratively and be part of a team working towards meeting deliverablesProject Management & Organizational SkillsExcellent planning & organizational skills, ability to prioritize work and meet tight deadlinesProven ability to manage multiple operational matters on a daily basisProblem Solving & Strategic ThinkingCapacity to deal with ambiguity and solve problems effectivelyAnalyticalAble to employ holistic approaches and looks at long term solutionsOther Personal CharacteristicsStrong communicatorGood presentation skills and possesses strong verbal & written communication skills (English & local language).Skilled at using positive languageAn active listenerPassion for qualityHas an eye for detail to make sure the best delivery of servicesSelf-motivatedConfident and energeticEnthusiasticLocation:On-site \xe2\x80\x93Kuala Lumpur, MalaysiaJLL Privacy NoticeJLL, 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