Guest Experience Coordinator

Guest Experience Coordinator

What this job involves:

This is a primarily hosting role requiring standing, walking and hosting visitors during the course of the day (1 hour at a time minimum). Role is based in the lobby, reception areas across building and meeting room floors where moving around the floor is a necessity to ensure each meeting room is attended to (up to 20 meeting rooms per floor) and visitors are hosted to their meeting rooms.

The Lobby reception team are the first introduction to HSBC for HSBC Personnel, Customers and Guests. This must be delivered in a professional, discreet, and welcoming manner. Our aim is for our interactions to result in the highest possible level of Customer focus, professionalism, responsiveness, hospitality excellence and satisfaction.

What your day-to-day will look like:

• To host the main reception area, energise the space and create lasting impressions including appropriate Wayfinding / Orientation signage to facilitate seamless navigation.
• To ensure that all visitors experience service excellence consistently, providing a warm, courteous and prompt welcome on arrival and throughout the client journey including assisting with questions, verifying building access and providing temporary access.
• To provide an information service for the local area and liaise as a point of contact between clients and hosts, enhancing service with a concierge approach
• Being aware of internal and external VIPs to constantly recognise and deliver service excellence
• Liaising with PA/EA teams, clients & visitors and providing excellent customer service – creating “wow” moments when the opportunity arises
• Coordinate the room booking processes to manage meeting rooms.
• Ensure that the visitor and client spaces are immaculate at all times, taking ownership of the space and reporting issues appropriately
• Proactively deal with and be accountable for enquiries and requests in person, via the telephone or email, in a timely and professional manner as well as providing follow-up as necessary
• Empowered to resolved problems and enhance visitor and client experience
• Maintain a strong awareness of business activity communicating relevant updates with team members
• Communicate to the Workspace Experience Lead any feedback including new / ongoing / potential issues and complaints so that they are addressed accordingly
• Liaising with other departments, namely security, workspace experience and operations, and hospitality services to provide a consistent and seamless experience
• Ensure Security and Health & Safety procedures are adhered to at all times.
• Follow the agreed process for Employee New Hires/Exits
• Maintain Standard Operating Procedures to support effective and consistent Lobby / Lobby processes and procedures
• Assist with F&B operations, including preparing and serving beverages, snacks, and meals to guests.
• Follow proper hygiene and food safety standards when handling and serving F&B items.
• Ensure all F&B areas are clean, orderly, and well-maintained.
• Adhere to any specific dietary requirements or restrictions outlined by guests.
• Strive to exceed guests expectations by providing personalized and attentive service at all times.
• Ensure grooming standards are up to par and always in pressed attire and polished shoes.

What we expect from all our colleagues on account:

• Our goal is to provide enhanced workplace experiences that will be long remembered by our clients. In this role you will be a part of delivering a best-in-class experience for our client’s personnel, customers, and guests in a connected workspace which promotes a culture of inclusion and safety.

• With a focus on creating an environment that enhances productivity, collaboration, and well-being, you'll have the opportunity to create exceptional workplace experiences and drive employee satisfaction and engagement to create opportunities for everyone to flourish.

• Our colleagues prioritize the health and safety of people and buildings. This includes following established safety protocols, reporting hazards/ incidents, maintaining cleanliness, encouraging safe practices, and staying informed about health and safety measures. By actively adhering to these expectations and following One Team S.A.F.E.R together vision, we can create a secure and healthy working environment for everyone involved.

Report at least two good catches per year, attend the SAFER together workshop and complete all safety trainings within the due date.

• You are responsible for leveraging your expertise to find actionable insights from our data and translate it into action, clearly communicating the "what", "so what" and "now what". By embracing curiosity to explore data, courage to act on insights and collaboration to communicate the change we will ensure we meet JLL and HSBC's strategic desire for data-driven decisions.

• You will be part of delivering best-in-class sustainability solutions for our client, promoting resource efficiency, energy conservation, and environmental stewardship. With a focus on creating a culture of environmental responsibility, you'll have the opportunity to support innovative sustainability initiatives and drive continuous improvement across our operations and contribute to our client’s sustainability goals. Your efforts will play a vital role in creating a more sustainable built environment and fostering a healthier planet for generations to come.

Desired or preferred experience and technical skills:

• At least 1-3 year(s) of experience within a hospitality Front of House / Food and Beverage role in a corporate environment, 5-star hotel, members club or flagship airline
• Self-motivated individual committed to service excellence
• Possesses an operational knowledge of all reception services and standard operating procedures, together with in house meeting reservations procedures, and other internal/external communication methods
• Ability to demonstrate empathy, excellent customer service and practical skills
• Multilingual speaking candidates would be preferred (Mandarin, Bahasa Malaysia & English)

Required Skills and Experience:

• Skilled in guest/client experience and confident in striving for excellence
• Operational knowledge of all reception services and standard operating procedures
• Must have excellent organisational skills and good attention to detail
• Must be computer literate including MS office
• Ability to use own initiative and takes ownership
• Professional and high standard telephone etiquette
• Should have an excellent and positive “can do attitude” and a great team player and supporter
• Able to work in a busy and pressurised environment providing a discreet and personalised service.