Guest Experience Associate

JOB DETAILS

Position Title: Guest Experience Associate

Reports to: Head of PM Strategy Hub
Department: Property Management

POSITION SUMMARY

The Guest Experience Associate is responsible for welcoming customers and visitors to the branch, providing professional front-desk support, guiding customers to the correct service channels, and supporting smooth customer flow across the branch. The role acts as the first point of contact for customers, screens service requirements and documents, supports queue and ticketing processes, identifies VIP and priority customers, and assists in early de-escalation of customer concerns. The role ensures a welcoming, organized, and customer-focused reception experience in line with Property Management service standards.

JOB DIMENSIONS

Number of Staff Supervised

• Direct Reports: 0
• Total Reports: 0

KEY RESPONSIBILITIES AND PERFORMANCE STANDARDS

Key Accountabilities

• Serve as the first point of contact for customers and visitors entering the branch, greeting them professionally and creating a welcoming first impression.
• Maintain a clean, organized, presentable, and customer-friendly reception area at all times.
• Identify customer needs upon arrival and direct customers to the appropriate service line, counter, queue category, or support channel.• Understand the range of services handled at the branch and the basic documentation requirements for each service.
• Screen customer documents before issuing tickets or routing customers to counters to ensure service eligibility and reduce unnecessary waiting time.
• Politely inform customers of missing or incorrect documents, explain requirements clearly, and provide guidance or checklists for their next visit.
• Assist customers in using the queue management and ticketing system, including helping first-time or confused customers select the correct ticket category.
• Explain service types, expected wait times, and next steps in a clear, courteous, and customer-friendly manner.
• Guide customers toward self-service kiosks, appointment platforms, mobile applications, or digital channels where appropriate.
• Identify VIP customers, senior clients, elderly customers, people of determination, and sensitive cases, and ensure appropriate priority handling.
• Coordinate with Floor Leads, Branch Manager, security, counter agents, and floaters to support smooth customer movement and branch operations.
• Monitor the waiting area and reception floor to identify signs of customer confusion, frustration, delays, or service bottlenecks.
• Proactively engage waiting customers, provide status updates where possible, and help manage customer expectations.
• Flag queue delays, high traffic volumes, recurring document gaps, or customer concerns to the Floor Lead or Branch Manager in a timely manner.
• Support early intervention in customer complaints or escalations by listening, reassuring customers, and routing issues to the appropriate authority.
• Escalate unresolved, sensitive, or difficult customer cases to the Floor Lead or Branch Manager with a clear summary of the issue.
• Maintain confidentiality, professionalism, and compliance with branch service standards, customer care procedures, and organizational policies.
• Perform additional tasks as assigned by the line manager in line with business needs.

KEY TECHNICAL SKILLS AND KNOWLEDGE

Skill

Description

Proficiency Level

Customer Reception & Front Desk Support

Welcome customers and visitors, manage first impressions, and provide professional front-desk assistance

Intermediate

Customer Service & Customer Care

Respond to customer needs courteously and support a positive customer experience

Intermediate

Queue & Ticketing Support

Assist customers with queue systems, ticket categories, and service routing

Intermediate

Document Screening

Check basic service requirements and customer documents before routing customers to counters

Intermediate

Branch Service Knowledge

Understand branch services, customer journeys, and basic requirements within Property Management operations

Intermediate

VIP & Priority Customer Handling

Identify and support VIP, elderly, people of determination, and sensitive customer cases appropriately

Intermediate

Complaint De-escalation Support

Listen to dissatisfied customers, reassure them, and escalate issues when required

Intermediate

Communication Skills

Provide clear, polite, and professional information to customers and internal teams

Intermediate

Floor Monitoring & Customer Flow Support

Observe waiting areas, identify delays or customer concerns, and report issues to branch leadership

Intermediate

Digital Service Guidance

Guide customers to use self-service kiosks, appointment platforms, mobile channels, or digital tools

Beginner

Coordination & Teamwork

Coordinate with Floor Leads, counter agents, security, and other branch staff to support service delivery

Intermediate

Confidentiality & Professional Conduct

Handle customer information and branch interactions professionally and in line with standards

Intermediate

COMMUNICATIONS & WORKING RELATIONSHIPS

• Internal: PM Strategy Hub, Property Management Team, Floor Leads, Branch Manager, Customer Service Counter Agents, Security Team, Call Centre Team, Facilities Management Team, IT Support Team, and other relevant internal departments.

• External: Customers, tenants, owners, landlords, visitors, VIP customers, people of determination, elderly customers, service providers, and other external stakeholders visiting the branch.

WORK SETTING & DECISION AUTHORITY

• Operates in a customer-facing branch environment within the Property Management department.
• Works in a high-volume service setting requiring professionalism, patience, attentiveness, and strong customer orientation.
• Follows approved branch service procedures, customer care standards, queue management guidelines, and escalation protocols.• Makes routine decisions related to greeting customers, identifying service needs, checking basic documentation, issuing or guiding ticket selection, and routing customers to the correct service area.
• Identifies and flags VIP, priority, sensitive, or escalated customer cases to the Floor Lead or Branch Manager.
• Escalates difficult, unresolved, reputational, legal, financial, or sensitive customer issues to the appropriate authority.
• Supports branch efficiency by helping reduce unnecessary queues, improving customer guidance, and reporting bottlenecks or recurring service issues.

FINANCIAL RESPONSIBILITIES

• None

SELECTION CRITERIA

Essential

• Professional diploma or equivalent qualification in Business Administration, Customer Service, Hospitality, Office Administration, or a related field.
• 1–3 years of experience in reception, front desk, customer service, hospitality, retail service, call centre, or branch operations.
• Experience in a customer-facing environment with direct interaction with customers or visitors.• Good understanding of customer service standards, professional etiquette, and front-desk procedures.
• Ability to communicate clearly and politely with customers from diverse backgrounds.
• Ability to remain calm, patient, and professional when handling difficult or dissatisfied customers.
• Basic knowledge of queue systems, ticketing tools, digital service channels, or reception systems.
• Good coordination, observation, problem-solving, and interpersonal skills.
• Basic proficiency in MS Office and standard office communication tools.

Desirable

• Experience in real estate, property management, asset management, hospitality, leisure, retail, or service-led industries.
• Exposure to branch operations, customer happiness centres, service counters, or government service environments.
• Arabic language skills are an advantage.