Reservation and Switchboard Agent

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