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