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The role of a Guest Service Assistant (sometimes referred to as Guest Experience Assistant or Guest Services team member) is pivotal in delivering a personalised, memorable, and professional first impression for HSBC personnel, customers, and guests. Below is a comprehensive job description based on the provided context:
Job Title: Guest Service Assistant / Guest Experience Assistant
Key Responsibilities:
Serve as the first introduction to HSBC for all personnel, customers, and guests, delivering a warm, welcoming, and memorable arrival experience.
Own the end-to-end reception/lobby experience, ensuring guests feel valued and supported throughout their journey.
Provide wayfinding and orientation support, helping visitors and colleagues navigate the workspace and feel in control of their day.
Register guests using the approved booking system, issue guest badges, and notify meeting hosts on arrivals.
Answer and direct phone calls, ensuring all calls are picked up within three rings and handled with professionalism.
Maintain a clean, tidy, and professional reception, lobby, and client suite environment at all times.
Ensure personal presentation is immaculate, including wearing an approved name tag in clear sight.
Support new hire onboarding by following agreed processes for employee arrivals and departures, arranging access, and providing orientation tours.
Provide lost and found services, manage technology accessory rentals, and assist with printing/photocopying as needed.
Liaise with other departments (security, workspace experience, operations, hospitality) to deliver a seamless and consistent experience.
Adhere to all security and health & safety procedures, reporting hazards and incidents as required.
Log and escalate complaints, feedback, or issues to the Guest Experience Manager for resolution.
Proactively manage and close out issues/tickets using the work planning tool (e.g., Corrigo).
Support event coordination, including meeting room bookings, catering arrangements, and ensuring readiness of conference rooms and amenities.
Maintain standard operating procedures and participate in continuous training and development.
Deliver best-in-class sustainability solutions, promoting resource efficiency and environmental stewardship.
Foster a culture of inclusion, safety, and well-being, contributing to a positive and productive workplace environment.
Required Skills and Experience:
At least 1 year of experience in a front-of-house role in a corporate environment, 5-star hotel, members club, or flagship airline.
Self-motivated, committed to service excellence, and able to work in a busy, pressurised environment.
Excellent organisational skills, attention to detail, and computer literacy (including MS Office).
Professional telephone etiquette and strong communication skills.
Ability to use initiative, take ownership, and demonstrate a positive, can-do attitude.
Team player, supportive, and able to handle ambiguity and solve problems effectively.
Fluent in English and local language as required.
Experience in customer service and a passion for delivering exceptional guest experiences.
Additional Duties:
Support the use of technology and digital platforms to enhance guest experience.
Participate in regular team meetings, training, and workshops.
Contribute to data-driven decision-making by leveraging insights from guest feedback and operational data.
Support sustainability and continuous improvement initiatives across operations.
This role is integral to creating a positive first impression, supporting workplace productivity, and ensuring every visitor and colleague feels welcomed and valued at HSBC premises
Location:
On-site –Mumbai, MHScheduled Weekly Hours:
48If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!
At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.
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