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Guest Services Manager

Appraisal Property Management (APM)  have been appointed to provide comprehensive Property and Asset Management services for Kuala Lumpur’s newest office tower which is expected to be completed in the coming months. 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 Guest Services Manager is principally responsible for implementing and managing the customer service and experience program, in order to maximize the presentation of the property, and the engagement and satisfaction of the property occupants. As part of these responsibilities, the role will assume responsibility for the management of nominated front of house services, which  directly influence the presentation, brand and perceptions of the property.

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 ultimate management of delivering this experience would fall to the Guest Services Manager.  

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.

 

What this job involves :

Working at the centre of the onsite property team, the Guest Services Manager is responsible for the following:

Customer Service, Engagement and Communication

Assume principle responsibility for the management and co-ordination of the property’s Customer Service Program. This will include participation in the Premium Asset Group Customer Service peer group – The Stage Door. Areas of involvement include:

Lobby event planning and co-ordination,

Community and charity program co-ordination

Spontaneous ‘pop-up’ giveaway and promotional events

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 to co-ordinate and integrate our services with their staff and customer engagement programs

Conducting Customer visits and formal meetings

Assume principle responsibility for co-ordinating the Customers’ participation in annual surveys.

Produce and manage all forms of customer communications including emails, newsletters, digital portal and displays,

Provide the conduit for feedback to and from Customers regarding Shayher’s and JLL’s policies and procedures and building services. 

Support the team in organizing, promoting and managing Placeholding events around the property at regular intervals

Contracts and Contractor Management

Administration of services including but not limited to the following:

Concierge services,

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 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.

Shared Amenities Management

Manage the performance of the third-party F&B Operator for the office building.

Meet weekly with the F&B Operator to discuss initiatives to improve turn over and customer satisfaction.

Coordinate event bookings for the F&B space by internal building users.

Coordinate repairs and maintenance of the Canteen equipment, appliances and furniture using internal Engineering Team and third-party vendors.

Report to the Landlord on the performance of the F&B Operator on monthly basis.

Tender the F&B Operator Services Agreement in a timely manner and make recommendation to the Landlord on the preferred Operator.

Manage the guest services team operating the shared building facilities including gymnasium, karaoke room, studio exercise rooms and games room.

Drive activation of the shared building services to maximize use of the amenities by building occupants.

Coordinate repairs and maintenance of the Shared Building Amenities, using internal Engineering Team and third-party vendors.

Minor Works

Organization of miscellaneous minor works related to the presentation of the building.

Identifying the work required to be undertaken, preparing a scope of works, obtaining and assessing quotes / tenders, and awarding contracts.

Co-ordinating the works and carrying out QA inspections

Approving payments upon satisfactory completion of the work.

Sustainability

Management of waste management and recycling programs in the buildings and management of contract

Planning and implementing environmental initiatives

Ensuring Customers understand the recycling programs implemented at site.

Sustainability reporting including collating of data for assessment.

Environmental Health & Safety

Planning and organizing educational seminars to ensure Customer awareness of EH&S obligations.

Implement the client approved wellness program within the property

Budgets & Forecasting

Assisting with the formulation and management of the annual budget

Assisting with monthly forecasts of relevant accounts

General

Assist with marketing initiatives if requested by the General Manager.

Assist with general administration tasks from time to time. 

Other duties as required by the General Manager.

Direct Staff Reports

Two Concierge staff ; Three Stared Amenities Guest Staff; Activations & Events Co-Ordinator ; Third-party cleaning contractor and team.

Sounds like you? To apply, you need to be :

Engaging and have professional experience

A passion for excellence is what makes a Guest Services 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 years of guest management 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 Qualifications

Demonstration 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 empathise with customer needs and a demonstration of excellent customer service ethic is mandatory.

The role requires an individual who is conscientious, diligent and organised 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 service

Focus 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 prioritise 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.

A willingness to make a personal commitment to the property, and in doing so, acknowledge that the job is not 9 to 5 and at times, requires responsibility being taken to ensure the matter at hand is dealt with effectively and efficiently

Excellent computer skills – proficient in MS Word and Excel.

Proficient in social media use and promotions

Key Result Areas:

Achievement of annual operating budget

Achievement of client KPIs as defined in the Property Management Agreement

Customer Service Customer Satisfaction as measured in the annual Customer survey results

Management of assigned contracts and service providers to undertake works in accordance with agreed plans and budgets

Proportion of the property community signed up to the property portal and the extent of repeat access to the services of the portal.

Timely and accurate completion of client and JLL reports

What you can expect from us

 At 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 & JLL

We 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 recognised as a leading real estate investment and consultancy firm both globally and locally with a technology and innovation oriented drive.

Apply today!

To ensure that you progress the soonest with your application please have basic pre-employment requirements ready such, Transcript of Records, Birth Certificates and government ID’s.

Thank you and we look forward to your response.
Please visit www.jll.com/careers watch our corporate videos to know more how we can help you Achieve Ambitions .

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