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A Day in the Life of a Senior Guest Service Agent

Jess Freeman • 20/03/2024

Melanie-VillasanaCushman & Wakefield's Integrated Facilities Management (IFM) professionals strategically reduce operational costs and improve service consistency while ensuring compliance.

Our IFM end-to-end service offering enhances the workplace experience through an innovative delivery model that is fast, flexible and scalable.

Today, we hear from Melanie Villasana about what it takes to be a Senior Guest Service Agent (SGSA) and what a typical day looks like.

  1. What does a Senior Guest Service Agent specialise in?
  2. An SGSA takes the exceptional customer service expected from our GSAs, and adds the daily supervision of a team, such as scheduling the roster for the week, or setting the day’s priorities, with ownership of some of the BAU processes, I’m also the go to for most initial queries or escalations for the other GSAs in the team; so really the role is a first step into management, with a wide range of responsibilities, I’d say the SGSA “Specialises” in being flexible to change and client requirements. I also work closely with various managers, and often hold direct relationships with key client stakeholders in Facilities and Property teams.

  3. How did you get into this field?
  4. I came from a retail background (as many of us do, if not Hospitality) and I was offered the SGSA role, after showing potential as a GSA. This is a common path for GSAs in Cushman & Wakefield, and many of my peers have been quickly promoted after performing well as a GSA, and I also know of several managers, and even a director who started as GSAs.

  5. What’s your favourite thing about your role?
  6. Meeting and getting to know the clients we assist each day. I enjoy building that relationship with them.

  7. What’s the most challenging part of your role?
  8. During busy periods, it can be challenging when needing to focus on certain tasks however assisting clients at the desk is a priority. Multi-tasking, managing to-do lists and deciding which task needs to be actioned first is important. It is great to use the quiet days to catch up on work.

  9. What’s the best career advice you have ever received?
  10. Do what you love and don’t be afraid to ask questions!

  11. Sustainability is an important part of Cushman & Wakefield’s offering. How do we stand out from our competitors?
  12. Cushman & Wakefield focuses on a sustainable future. I think we stand out from other competitors by achieving the balance between environmental, technological, economic and social objectives.

  13. How do you and your team address the ever-changing needs of occupants?
  14. If we receive feedback from occupants, we take note of it and address it in our fortnightly meetings that we have with the Facilities Management team, EA team, IT Team and HSE (Health Safety Environment) Team. In this meeting we can discuss changes and improvements that can be made around the office to benefit and make it easier for all.

  15. What building management tools and technology couldn’t you live without?
  16. Security Expert – We use this to create and manage security access cards BaseUp – We use this to manage staff and visitor parking Parcel Send (Australia Post/StarTrack) – We use this program to book outgoing items TZ Locker – We use this program to manage the day lockers

  17. What’s the most asked question you get and how do you solve it?
  18. The most asked question I get is there a meeting room available on xx/xx/xx date? I resolve it by checking the calendar to see if there is availability. If there is, I book the room and note down the meeting room set up requirements. If there is no availability, I will try to offer another date / time or move things around in the meeting room calendar / reach out to other organisers who have booked a room so that it will work for everyone.

  19. What advice would you give someone looking at a career in a guest service agent role?
  20. There is always going to be a lot to learn and something new to learn each day. Just take it day by day and stay positive! Learning to multitask and prioritise is key and don’t be afraid to build those relationships with clients.

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