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…