Front Office Lead cum Security Coordinator Job at JLL (Kuala Lumpur)

Job Description

The Front Office Lead cum Security Coordinator leads a team of two receptionists while overseeing comprehensive security operations, customer relations, and mailroom services for the office facility. This role combines team leadership with dual operational responsibilities, ensuring exceptional visitor experience, robust security protocols, and efficient mail and package management services.

Job Responsibility

Lead, supervise, and develop a team of two receptionists, providing daily guidance, performance coaching, and professional development opportunities
Create work schedules ensuring adequate front desk coverage during all business hours and coordinate staff coverage for breaks and absences
Conduct regular team meetings, performance reviews, and skills assessments to maintain high service standards
Foster a collaborative team environment focused on customer service excellence and continuous improvement
Oversee all customer-facing interactions ensuring professional, courteous, and efficient service for visitors, clients, and employees
Develop and implement customer service standards and protocols for consistent service delivery
Handle escalated customer service issues and complex visitor requests requiring senior attention
Monitor customer satisfaction through feedback collection and implement improvement initiatives based on client input and management direction
Supervise visitor registration processes, meeting room coordination, and client hospitality services delivered by the reception team
Ensure accurate maintenance of visitor logs, appointment scheduling, and communication with internal departments
Oversee phone system management, call routing, and message handling protocols
Coordinate special event support and VIP visitor arrangements requiring enhanced service levels
Direct comprehensive mailroom operations including incoming and outgoing mail processing, package delivery coordination, and courier service management
Supervise mail sorting, distribution schedules, and internal delivery systems
Coordinate with external postal services and courier companies to ensure timely and secure package handling
Maintain accurate records of registered mail, packages, and delivery confirmations
Implement and monitor building security protocols including access control systems, visitor screening procedures, and perimeter security measures
Oversee CCTV surveillance operations and coordinate with building security personnel on daily security activities
Manage security incident reporting, investigation coordination, and communication with relevant authorities when required
Ensure compliance with Malaysian security regulations and company security policies
Develop and maintain comprehensive emergency response procedures including fire evacuation plans, medical emergency protocols, and security threat responses
Conduct regular emergency drills with reception team and coordinate with building management on evacuation procedures
Serve as primary emergency response coordinator during business hours and maintain direct communication with Assistant Facilities Manager during critical incidents
Oversee operation and maintenance of front desk technology including visitor management systems, access control platforms, phone systems, and mail tracking software
Coordinate with IT support for system troubleshooting and ensure all technology platforms function effectively
Train reception team on system updates and new technology implementations affecting front office operations
Prepare daily operational reports including visitor statistics, mail volume data, and security incident summaries
Maintain accurate records of customer service metrics, team performance indicators, and operational efficiency measures
Support budget planning for front office operations and coordinate procurement of office supplies and reception area materials

Requirements

Diploma in Business Administration, Customer Service Management, Security Management, or related field
Minimum four to six years of experience in front office operations, customer service, or security coordination with at least two years in supervisory roles within Malaysian commercial office environments
Proven track record of managing reception teams and delivering exceptional customer service standards
Strong leadership capabilities with demonstrated experience supervising customer service teams in multicultural Malaysian workplace environments
Excellent coaching and development skills with ability to build high-performing reception teams
Experience managing daily operations while maintaining strategic oversight of multiple service areas simultaneously
Exceptional interpersonal and communication skills with ability to interact professionally with diverse clientele including senior executives, international visitors, and government officials
Strong problem-solving abilities with experience handling challenging customer situations and service recovery initiatives
Understanding of Malaysian business etiquette and hospitality expectations in professional office settings
Fluency in English and Bahasa Malaysia
proficiency in Chinese dialects highly advantageous for diverse customer interactions
Advanced proficiency in visitor management software, mail tracking systems, access control platforms, and Microsoft Office Suite
Experience with multi-line phone systems, CCTV operations, and digital reception platforms
Understanding of Malaysian security regulations, building access control requirements, and emergency response protocols
Security industry certification or relevant training preferred
First Aid and CPR certification highly desirable
Experience with incident reporting procedures and crisis communication management
Valid Malaysian identification with ability to work flexible schedules including occasional evenings or weekends for special events
Physical capability to respond to emergencies and oversee mailroom operations
Professional appearance and demeanor appropriate for high-profile client interactions and team leadership responsibilities

Nice to have

proficiency in Chinese dialects
Security industry certification or relevant training
First Aid and CPR certification

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Front Office Lead cum Security Coordinator

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Job Responsibility

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