JLL
Website:
co.jll
Job details:
The role of a Guest Service Assistant (sometimes referred to as Guest Experience Assistant or Guest Services team member) is pivotal in delivering a personalised, memorable, and professional first impression for HSBC personnel, customers, and guests. Below is a comprehensive job description based on the provided context:
Job Title: Guest Service Assistant / Guest Experience Assistant
Key Responsibilities:
- Serve as the first introduction to HSBC for all personnel, customers, and guests, delivering a warm, welcoming, and memorable arrival experience.
- Own the end-to-end reception/lobby experience, ensuring guests feel valued and supported throughout their journey.
- Provide wayfinding and orientation support, helping visitors and colleagues navigate the workspace and feel in control of their day.
- Register guests using the approved booking system, issue guest badges, and notify meeting hosts on arrivals.
- Answer and direct phone calls, ensuring all calls are picked up within three rings and handled with professionalism.
- Maintain a clean, tidy, and professional reception, lobby, and client suite environment at all times.
- Ensure personal presentation is immaculate, including wearing an approved name tag in clear sight.
- Support new hire onboarding by following agreed processes for employee arrivals and departures, arranging access, and providing orientation tours.
- Provide lost and found services, manage technology accessory rentals, and assist with printing/photocopying as needed.
- Liaise with other departments (security, workspace experience, operations, hospitality) to deliver a seamless and consistent experience.
- Adhere to all security and health & safety procedures, reporting hazards and incidents as required.
- Log and escalate complaints, feedback, or issues to the Guest Experience Manager for resolution.
- Proactively manage and close out issues/tickets using the work planning tool (e.g., Corrigo).
- Support event coordination, including meeting room bookings, catering arrangements, and ensuring readiness of conference rooms and amenities.
- Maintain standard operating procedures and participate in continuous training and development.
- Deliver best-in-class sustainability solutions, promoting resource efficiency and environmental stewardship.
- Foster a culture of inclusion, safety, and well-being, contributing to a positive and productive workplace environment.
Required Skills and Experience:
- At least 1 year of experience in a front-of-house role in a corporate environment, 5-star hotel, members club, or flagship airline.
- Self-motivated, committed to service excellence, and able to work in a busy, pressurised environment.
- Excellent organisational skills, attention to detail, and computer literacy (including MS Office).
- Professional telephone etiquette and strong communication skills.
- Ability to use initiative, take ownership, and demonstrate a positive, can-do attitude.
- Team player, supportive, and able to handle ambiguity and solve problems effectively.
- Fluent in English and local language as required.
- Experience in customer service and a passion for delivering exceptional guest experiences.
Additional Duties:
- Support the use of technology and digital platforms to enhance guest experience.
- Participate in regular team meetings, training, and workshops.
- Contribute to data-driven decision-making by leveraging insights from guest feedback and operational data.
- Support sustainability and continuous improvement initiatives across operations.
This role is integral to creating a positive first impression, supporting workplace productivity, and ensuring every visitor and colleague feels welcomed and valued at HSBC premises
Click on Apply to know more.