Reservation and Switchboard Agent

Job Description

Overall Role

. Answering incoming calls, transferring them appropriately, and providing general information

. Taking and confirming reservations for meetings using internal system

. Providing a positive and helpful experience to users/clients

. Maintaining accurate records, handling correspondence, and assisting with other administrative tasks as needed

. Addressing inquiries and concerns efficiently and professionally, escalating issues as necessary

. Maintaining and updating reservation records, ensuring accuracy and up-to-date information

. Adhering to company policies and procedures related to call handling and reservation processes

Duties & responsibilities

. Assist Assistant Supervisor to manage day-to-day Switchboard/Room Reservation Operations in a professional manner while meeting clients needs

. Need to be culturally sensitive, and perform work ethically and with integrity

. Responds to request for information, service, and assistance in a timely manner

. Knowledge of procedures for booking Client Area's meeting rooms

. Manage and coordinate meeting room bookings using internal reservation systems

. Ensure all Room Booking confirmation is send to User via Email

. Pro-actively manage client expectations ensuring that the service levels are maintained

. Understand Client's Protocol

. Familiar with list of available basic amenities and Audio & Visual Equipment

. Ensure room setups meet client requirements (AV, catering, layout)

. Resolve scheduling conflicts and maintain accurate booking records

. Operate and direct calls to appropriate users

. Respond promptly and professionally to incoming calls and emails

. Maintain updated contact lists and internal directories

. Handle special requests and last-minute changes with professionalism

. Support hospitality or workplace teams with ad hoc tasks in responding to corporate service requests

Perform general administrative tasks as assigned, such as data entry and maintaining of records

. Update reservation protocols and internal procedures when required

. Liaise with catering, AV, security, landlord teams for meeting/event requirements

. Monitor service levels and escalate any issues affecting client experience

. Assist with any other duties as assigned by the reporting Manager for any operational or business needs

. Actively support an environment that supports teamwork, co-operation & performance excellence

. To participate Department briefings and team meetings and contribute to a positive and collaborate work environment

. Ensure operation procedures are followed to ensure service standards are maintained and to complete tasks efficiently

. Monitoring of guideline and strategies to protect health and safety of staff and others

. Protect Client and Jones Lang LaSalle Reputation. Report any issues or concerns back to Management