Guest Relationship Executive

Description

The Guest Relationship Executive is responsible for delivering Help Desk services that align with company policies, procedures and performance targets. The role ensures timely call logging, complaint handling, and adherence to Service Level Agreements while supporting the client’s facilities operations.

Key activities include recording service requests, generating work orders with unique reference numbers, dispatching appropriate service providers, and closely monitoring progress until closure. The executive also prepares regular call status reports, contributes to monthly management reporting, and participates in emergency evacuation and business continuity procedures.

• Provide Help Desk services in line with company policies and achieve KPI and SLA targets.
• Log calls and complaints, assign unique IDs, and generate work orders or job cards.
• Assign and dispatch appropriate service providers based on request type.
• Follow up on assignments, close service requests, and record response times.
• Communicate status and closure timelines to requestors.
• Prepare daily/weekly call status reports and monthly analysis of recurring calls.
• Ensure compliance with JLL regulations and support general administrative tasks.
• Contribute to monthly management reports and assist in emergency evacuation and business continuity procedures.
• Manage health and safety issues and participate in safety reviews.
• Coordinate with Administration on invoice payments and with Engineering/Facilities on work order completion and contractor management.

Requirements

Candidates should possess 2–3 years of Help Desk management experience, strong administrative and customer‑service skills, and the ability to communicate effectively with a wide range of client staff. A graduate degree, solid PC literacy, knowledge of occupational safety requirements, and a track record of continuous‑improvement initiatives are also required.

• Require 2–3 years of Help Desk management experience.
• Strong administration, customer service, and interpersonal skills.
• Excellent communication abilities and ability to work with diverse client staff.
• Knowledge of occupational safety requirements.
• Proficient PC literacy and ability to manage activities using multiple systems.
• Experience with continuous improvement initiatives (desirable).
• Ability to prepare client reports and perform statistical call analysis.
• Graduate degree in any discipline.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance