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Guest Services Associate

2 weeks ago

Singapore JONES LANG LASALLE TECHNOLOGY SERVICES PTE. LTD. Full time

**Concierge (Guest Experience and Engagement)**

**Work Dynamics**

**Guest Experience and Engagement**:You will uphold and deliver unrivalled service standards
- Welcome all guests that approach or walk-by the front desk - 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’ requests for assistance & information with respect, sensitivity & transparency.
- Acknowledge all guests’ 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. Deliver an **exceptional workspace experience **to our colleagues. Create a welcoming, and engaging office environment for colleagues and their visitors.

**Proactive Workplace Management**:We are here to help you thrive and ensure the workplace works every time
- Proactive resets of front desk, foyer & office workspace to ensure space readiness.
- Work closely with the Experience Ambassadors to ensure a service standards for all workplace services is delivered across the building

**Workplace Etiquette**:

- Championing flexible working and provide support to employees on processes & tools - e.g. Meeting Rooms, Desks, onsite AV Equipment etc.

**Additional Duties and Responsibilities**:

- Ensure that the highest level of customer satisfaction and service is offered and maintained at all times; a level comparable to a Premier Lounge or High-End Hotel.
- 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.
- Any other reasonable request within your range of competence as required by the Workspace Experience Manager & Guest Services Lead.

**Key Performance Measures**
- Compliance with service standards and delivery as detailed in the contract.
- Compliance with the Environmental, Health and Safety responsibilities.
- High Customer Satisfaction rating as measured in regular surveys.
- Compliance with Best Practice documentation.
- Pursue continuous improvement.

**Experience and requirements**:

- Have an energetic, enthusiastic, cheerful, and outgoing personality.
- Be able to handle pressure, think quickly and remain level-headed.
- Demonstrated ability to deal with ambiguity, complaint and solve complex problems effectively. Strong interpersonal and communication skills engage with all levels of seniority.
- Excellent PC skills, proficient in Microsoft Word and Excel.
- Interest in continuous improvement and development.
- Must be fluent in English and local language.
- At least 2-3 years’ experience in Hospitality, Facilities Management or Customer
- Diplomain hospitality or related field Is preferred but not required