Guest Relation Host

Cushman & Wakefield · Kuala Lumpur

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Job Title

Job Description Summary

Job Description

key functions and Responsibilities

• Ensures a smooth and seamless employee and guest experience by communicating warmly, clearly and effectively with the employee, guest, employee host, vendors, etc. to meet the request at hand
• Consistently offers professional, friendly, and welcoming interactions
• Answers and screens all incoming internal calls to handle caller’s inquiries whenever appropriate and possible. Re-directs calls as needed and takes adequately detailed messages when required
• Greets, assists and/or directs visitors, vendors and the general public employing a professional, courteous, and respectful demeanor at all times
• Manages visitor badges and maintains appropriate visitor records
• Is actively visible in the reception area and always accessible to the customer via phone or walkie talkie. Provides advance notice to manager and customer for personal time off.
• Provides administrative relief and support, as needed, for personnel in administration, mail room and copy/publication
• Maintains guest registration logs via electronic guest management system
• Schedules, organizes and assists with event and meeting room reservations
• Reviews all appropriate documents, manuals and standard operating procedures to be familiar with details of engaging with guest visitors, employees and visitors
• Assists with any changes or new information promptly and reliably, following up with the customer to ensure satisfaction with course of action
• Ensures positive guest/group experience, through personal interaction and attendance at functions or other interactions throughout the day. Must be flexible to accommodate irregular and/or extended hours.
• Assists with administrative responsibilities, including supply ordering, visual inspection of conference rooms, guest space or supply closet or other responsibilities as required and requested.
• Provides travel assistance, calling cabs, communicating arrival, etc.
• Displays professionalism and a sense of pride in all aspects of his/her duties and responsibilities
• Understands and adheres to all safety and security protocols
• Reviews internal work order system and reports service requests through building work order system. Communicates to building management as tenant/landlord liaison
• Coordinates necessary corrective actions by property management personnel, AV techs, or third party vendors
• Serves as a liaison between client and building vendors
• Assists in the coordination of events/catering/ad hoc requests
• When required, Guest Relation Host is expected to provide support to Community Hosts to maintain the level of experience provided
   

key competencies

• Communication – Comfortable corresponding with executive level clients, and interacting with individuals at all levels
• EQ – Showcase exceptional emotional intelligence and empathy
• Organized – Detail oriented, confident, self-starter with exceptional organizational skills
• Proactive – Maintain a “can do” mentality with the ability to act with minimal information
• Character – Demonstrate integrity, accountability, self-awareness, and strong work ethic.  Showcase strong business acumen.
• Professional – Project an approachable and professional image in personal appearance, manner, and demeanor.
• Resilient – Ability to work under pressure, while acting in a calm manner
• Technology Proficiency – Ability to successfully use the Microsoft Suite and comfortability in learning proprietary tech tools.
• People-focused, customer-centric hospitality specialist.

important experience and education

• Minimum of 2 years of related work experience in real estate services, travel/hospitality, retail, customer service or a college degree
• 2 years of experience in face-to-face interaction with customers preferred
• A pleasant phone voice and excellent verbal and written communication skills a must
• Organization and attention to detail required
• Must be able to work in a fast paced, high-volume environment
• Proven computer experience essential including proficiency in Outlook, Word and Excel required
• Ideal candidate must have a positive attitude and be comfortable in providing customer service to a diverse population

WORK ENVIRONMENT

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets. May be required to travel outside between properties in varying weather conditions.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

While performing the duties of this job, the employee is regularly required to travel from floor to floor and may be required to travel outside between buildings in varying outdoor weather conditions. The employee may also be regularly required to sit or stand for prolonged periods of time; regularly use hands to operate office machinery including, but not limited to, telephones, computers, fax, and photocopy machines; regularly required to walk, talk, and hear.
 

AAP/EEO Statement

Cushman & Wakefield provides equal employment opportunity to all individuals regardless of their race, colour, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, C&W takes affirmative action to ensure that applicants are employed and employees during employment are treated without regard to any of these characteristics.  Discrimination of any type will not be tolerated.

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