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Front Office Lead cum Security Coordinator Job Description

Position: Front Office Lead cum Security Coordinator
Reports to: Assistant Facilities Manager
Location: Malaysia

Position Overview

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.

Key Responsibilities

Team Leadership and Supervision 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.

Customer Relations Management 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.

Front Office Operations Oversight 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.

Mailroom Operations and Management 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.

Security Coordination and Protocol Management 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.

Emergency Response and Safety Coordination 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.

Technology and Systems Administration 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.

Administrative Support and Reporting 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.

Required Qualifications

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.

Leadership and Management Experience

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.

Customer Service Excellence

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.

Technical and Operational Skills

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.

Security and Safety Qualifications

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.

Additional Requirements

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.

Career Development Opportunity

This role offers significant professional growth within facilities management and operations leadership, providing comprehensive experience in team management, customer service excellence, security coordination, and operational efficiency in Malaysia's dynamic commercial office environment.

Location:

On-site –Kuala Lumpur, Malaysia

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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