Guest Experience Ambassador

JLL empowers you to shape a brighter way.  

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

 JLL supports the Whole You, personally and professionally.

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

Guest Experience Ambassador – Reservations Coordinator

What this job involves:

This is a primarily coordination and administrative role based in Malaysia, providing remote support for room reservations, event bookings, and VIP room arrangements across all Singapore HSBC sites. The position requires strong organizational skills to manage multiple booking requests simultaneously, coordinate with on-site teams, and ensure seamless reservation processes for up to 20 meeting rooms per floor across multiple buildings. The Malaysia-based Reservations Coordinator serves as a critical behind-the-scenes support function for HSBC Singapore's guest experience operations, managing the booking systems and logistics that enable professional hosting of HSBC Personnel, Customers, and Guests. This role demands meticulous attention to detail, proactive communication with Singapore-based reception teams, and the ability to anticipate needs for both routine meetings and high-profile VIP events, all delivered to support the highest possible level of customer focus, professionalism, responsiveness, hospitality excellence, and satisfaction for all Singapore site visitors.

What your day-to-day will look like:

• To coordinate remote support for Singapore reception areas, ensuring seamless room booking processes and appropriate digital wayfinding resources to facilitate navigation across all Singapore sites.

• To ensure that all visitor booking requests are processed with service excellence, providing prompt and courteous coordination for arrivals, meeting room assignments, and building access arrangements in collaboration with on-site Singapore teams.

• To provide information support and serve as the Malaysia-based coordination point between Singapore clients and hosts, managing reservation inquiries with a concierge approach.

• To maintain awareness of internal and external VIP bookings, ensuring priority handling and coordination to deliver service excellence for high-profile visitors across Singapore sites.

• To liaise with PA/EA teams, Singapore-based reception staff, and clients via email and phone, coordinating room bookings and creating seamless experiences through proactive communication.

• To monitor booking systems and proactively address scheduling conflicts, double-bookings, or room assignment issues, coordinating with on-site teams to maintain immaculate visitor experiences.

• To proactively manage enquiries and booking requests via telephone and email in a timely and professional manner, providing follow-up coordination and confirmation as necessary.

• To resolve booking conflicts and enhance visitor experience through efficient coordination and problem-solving from the Malaysia base.

• To maintain strong awareness of Singapore business activity, event schedules, and VIP requirements, communicating relevant updates with Singapore team members and stakeholders.

• To communicate with the Singapore Workspace Experience Lead regarding booking feedback, system issues, conflicts, and complaints so that they are addressed accordingly.

• To liaise remotely with Singapore departments including security, workspace experience, operations, and hospitality services to provide consistent and seamless booking coordination.

• To ensure compliance with booking policies, security protocols, and health & safety procedures across all reservation processes.

• To maintain and update Standard Operating Procedures for room booking systems, reservation protocols, and Malaysia-Singapore coordination processes to support effective and consistent operations.

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 2 years of experience within a hospitality of airline reservations department/ Hotel front desk operations/reservations, 5-star hotel, members club or flagship airline, customer service helpdesk.
• multi-lingual added benefit (Cantonese, Mandarin)

• Self-motivated individual committed to service excellence

• Strong teamwork, professional service mindset, able to manage conflict/complaints
• Excellent verbal and written communication skills in local language and English

• Flexible for shifts / occasional out-of-hours when requested

• IT proficiency (Word, Excel, Outlook) and interest in technology

• 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

Required Skills and Experience:

• Skilled in guest/client experience and confident in striving for excellence

• Operational knowledge of all reception/reservation 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.

Reporting Line Manager:

• The successful candidate will report into the Workspace Experience Lead, Singapore with a dotted line to the Workspace Experience Lead, South Asia.

Location: Malaysia

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!

About JLL

We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honoured to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued, and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences, and perspectives help us think bigger, spark innovation, and succeed together.

Privacy Statement

Location:

On-site –Kuala Lumpur, Malaysia

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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For additional details please see our career site pages for each country.