Guest Services Coordinator

Role Purpose

This role is responsible for managing switchboard operations and meeting room reservation services, ensuring a professional, efficient, and positive experience for clients and visitors. The position supports day-to-day operations by handling incoming calls, coordinating room bookings, maintaining accurate records, and liaising with internal teams to meet client requirements, all while upholding JLL's service standards and protecting the firm's and client's reputation.

Key Responsibilities

Call Handling and Client Service The coordinator answers incoming calls, directs them to the appropriate person or department, and provides general information to callers. They respond to requests for information, service, and assistance in a timely and professional manner, ensuring every interaction reflects positively on JLL and the client.

Reservation Management The role involves taking, confirming, and managing meeting room bookings through the internal reservation system. This includes understanding the procedures for booking client area meeting rooms, ensuring room setups meet client requirements (such as AV, catering, and layout), sending booking confirmations to users via email, resolving scheduling conflicts, and maintaining accurate and up-to-date booking records.

Coordination and Liaison The coordinator liaises with catering, AV, security, and landlord teams to arrange meeting and event requirements, and is familiar with available amenities and audio-visual equipment to support these arrangements effectively.

Administrative Support General administrative duties include data entry, maintaining records and contact lists, updating internal directories, and handling correspondence. The coordinator also updates reservation protocols and internal procedures as required and supports hospitality or workplace teams with ad hoc corporate service requests.

Service Quality and Escalation The role requires proactively managing client expectations to maintain service levels, monitoring service quality, and escalating any issues affecting client experience to management promptly. The coordinator handles special requests and last-minute changes with professionalism and addresses inquiries and concerns efficiently, escalating as necessary.

Team Collaboration and Compliance The coordinator participates in department briefings and team meetings, contributing to a positive and collaborative work environment. They follow operational procedures to ensure service standards are met, monitor health and safety guidelines to protect staff and others, and perform other duties as assigned by the reporting manager to meet operational or business needs.

Skills and Qualifications

• Strong communication and customer service skills

• Cultural sensitivity and a high standard of professional ethics and integrity

• Familiarity with reservation or booking systems

• Proficiency in general office administration

• Ability to multitask in a fast-paced environment

• Prior experience in a front-of-house, switchboard, or hospitality coordination role preferred