Guest Services and Food & Beverage Manager

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Guest Services and Food & Beverage Manager

Appraisal Property Management (APM) is appointed to provide comprehensive Property and Asset Management services to an internation Owner / Occupier of a Premium A Grade office building located at TRX, in Kuala Lumpur.

APM is part of the JLL group, a global leader in the provision of property and investment services. We provide operational and engineering services, security and emergency services, tenancy lease administration, customer experience, financial management and asset planning, utilizing specialist skills of a diverse and motivated team of professionals based at the building.

Reporting to the General Manager, the Guest Services and Food & Beverage Manager is principally responsible for implementing and managing:

1. a customer service and experience program, which maximizes the presentation of the property, and the engagement and satisfaction of the building tenants and their staff. As part of these responsibilities, the role will assume responsibility for the management of a team of six direct reports; 5 x front of house staff covering Ground Floor reception and the building's shared facilities (Gym, karaoke room, games and studio rooms) and 1 x Guest Services Event Specialist, which directly influence the presentation, brand and perceptions of the property.

2. management of the external food and beverage operator, located in the building, who provides breakfast, lunch and dinner meals for a 550-seat cafe, as well as catering for tenant events.

The office building should be considered as a market leader in tenant and visitor experience, providing a level of service ordinarily experienced in a five-star hospitality environment. The ultimate management of delivering this experience would fall to the Guest Services and F&B Manager.

The primary focus is to ensure maximum tenant customer satisfaction, by fostering good working relationships with tenant management and staff, ensuring they are kept up to date with events within the building and have available high-quality food and beverage options.

What this job involves:

As a key member of the onsite property management team, the Guest Services and Food & Beverage Manager is responsible for the following:

1. Customer Service, Engagement and Communication

• Assume principal responsibility for the management and co-ordination of the property’s Guest Services Program. This will include:

• Management of a team of six (6) staff.

• Lobby activations for Christmas, Chinese New Year, Ramadhan and Deepavali plus other monthly activations.

• Shared facility events such as exercise classes, book club, etc.

• Community and charity program co-ordination.

• Foster and develop a unique One Team relationship between the management team, service providers and partners to create a seamless and unified customer experience.

• Working closely with key tenant representatives in the building to co-ordinate and integrate our services with their staff and customer engagement programs

• Conducting monthly tenant meetings

• Assume principal responsibility for coordinating the tenant's participation in annual surveys.

• Produce and manage all forms of customer communications including emails, newsletters, digital portal and displays.

2. Food & Beverage Management

• Manage the contract between APM and the F&B operator
• Meet regularly with the F&B operator to discuss menus and pricing
• Ensure food standards and hygiene are always prioritized
• Arrange annual audit by third party auditor
• Ensure presentation of the cafe is impeccable at all times
• Encourage and facilitate tenant bookings of the F&B operator to cater for their events

3. Contractor Management

• Contractor management, including but not limited to the following:

• Cleaning, toiletry services, toilet supplies, carpet services, end of trip facility, signage services, window cleaning services, waste services, indoor and external plant services, promotions and other front of house contracts (subject to the discretion of the General Manager)

• Ensuring all contracts are tendered as and when required, maintained within the agreed budget and at or above the agreed standards of presentation and performance, and seeking alternative ways to improve customer service and reduce expenditure.

4. Sustainability

• Management of the waste management and recycling programs in the building and management of contract
• Supporting client-led environmental initiatives
• Ensuring the tenants understand the recycling programs implemented at the building.
• Sustainability reporting including collating of data for assessment.

5.Budgets & Forecasting

• Assisting with the formulation and management of the annual budget
• Assisting with monthly forecasts of relevant accounts

6. Direct Staff Reports

• Five (5) Guest

Experience

• Assistants and one (1) Guest Services Events Specialist

• Sounds like you? To apply, you need to be:

• Engaging and have professional experience

• A passion for excellence is what makes a Guest Services and Food & Beverage Manager. We’ll need someone who can do more than the bare minimum to meet our clients’ and guests' expectations. It would also be best if you have 5-10 years of guest management and F&B experience from the hospitality industry or a luxury corporate building. In this role, you’ll also be working with different kinds of people, so you’ll need to be an expert in handling them professionally. Likewise, you’ll need to effectively manage, train and inspire the team to always do better. You’ll also need to take the time to listen to your people to create better work impact.

• Required Attributes, Experience and Qualifications

• Demonstration of achievement of a form of tertiary certificate or degree in a field that can be applied to the management of property would be an advantage,

• The ability to empathize with customer needs and a demonstration of excellent customer service ethic is mandatory.

• The role requires an individual who is conscientious, diligent and organized in their work approach, whilst demonstrating a composed and professional appearance at all times.

• Demonstrated skills at encouraging a team to maintain the highest levels of customer service

• Focus on driving meticulous presentation of the property and its image at all times.

• A demonstrated ability to think laterally, accommodate change, innovation and new ideas, and most importantly, to prioritize work.

• An ability to communicate with people at all levels. The individual should be comfortable mixing with and supervising people of all backgrounds. They must be aware of customer service responsibilities and respect the needs of Customers and visitors to the property.

• Excellent computer skills – proficient in MS Word and Excel.

• Key Result Areas:

• Achievement of annual operating budget

• Achievement of client KPIs as defined in the Property Management Agreement

• Customer Service Customer Satisfaction as measured in the annual Tenant survey results

• Management of assigned contracts and service providers (F&B, housekeeping, landscaping and others) in accordance with agreed plans and budgets

• Timely and accurate completion of client reports

• What you can expect from us

• At APM/JLL, we make sure that you become the best version of yourself by helping you realize your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.

• More reasons to join APM & JLL

• We are a true multinational global powerhouse having both International and Local footing in the real estate industry with over 220 offices worldwide for career advancement.

• We are unified by a collaborative culture that fosters integrity, commitment with one another and strength in cultural diversity with team members from different nationalities and backgrounds, being truly International.

• We are recognized as a leading real estate investment and consultancy firm both globally and locally with a technology and innovation-oriented drive.