Workplace Experience Ambassador / Receptionist

JLL; Madrid; Presencial; EUR 10.000 - 30.000; Jornada completa

Descripción de la vacante

A leading real estate firm is seeking a Guest Services Ambassador in Madrid to provide exceptional customer service to internal and external clients. The role involves maintaining the reception area, assisting guests, and ensuring a welcoming environment. Ideal candidates will be fluent in Spanish and English, have customer service experience, and be well-organized. This position offers a supportive culture with a focus on professional growth.

Servicios

Comprehensive benefits package

Supportive workplace culture

Opportunities for professional growth

Formación

• Fluent in Spanish and English in spoken and written form.
• At least one year of related customer service experience.
• Background in hospitality or other service sector preferred.

Responsabilidades

• Provide exceptional customer service at lobby reception.
• Ensure cleanliness and tidiness throughout reception.
• Assist guests and offer support to make them feel welcome.

Conocimientos

Customer service orientation

Interpersonal skills

Organizational skills

Team player

Flexibility

Herramientas

Microsoft Office

Salesforce

Descripción del empleo

JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

Reporting to the Guest Services & Hospitality Senior Coordinator, the Guest Services Ambassador (GSA) will provide exceptional customer service at our lobby reception to both internal & external customers. To go above and beyond and making our guests feel welcome and comfortable whilst checking for cleanliness and tidiness throughout their space is key. The role holder will show a passionate understanding of our guest’s needs and requirements and exceed expectations wherever possible. The Guest Services Ambassador will be based in the client´s Madrid Office Reception and will be the first point of contact to all our customers, partners and guests visiting our office and to our employees.

This position requires a strong passion for customer care, a very high level of service orientation, be very accurate and organised, understand the business needs, be motivated and flexible, have a strong attention to details, be ready to work in a fast corporate environment, be able to prioritise and tackle all admin tasks on time, be problem solving oriented and have a positive and can-do attitude.

Responsibilities

• Guest Welcome Experience
• Maintain a tidy and smart uniform at all times, ensure you are well groomed
• Ensure cleanliness and tidiness throughout the entire ground floor and front of house areas; report issues to the Workplace Facilities Coordinator (showready)
• Maintain professional body language at all times, smile and stand to greet EVERY guest who enters reception
• Provide an exceptional experience for every employee, customer or guest entering our space, and provide any information or support required
• Ensure guests pre-registration via the client internal procedures
• Handling of the Virtual GSA Portal including Temporary Badges and all other Guest Services related requests
• Help guests and offer assistance to make them feel welcome and comfortable while waiting in the lobby
• Care about guests being picked up in time by their respective host
• Greet all staff entering the office and become familiar with who’s who in order to acknowledge staff by name
• Know and recognise important local and international employees, like VPs
• Support the Guest Services & Hospitality Senior Coordinator as host and key point of contact for internal and external visitors by making them feel welcome and provide any information or support required
• Ensure reception is covered at all times during business hours
• Liaise with the security team when appropriate for day to day operations
• Offer reception services like taxi booking & collaborate with all service lines (Facilities, Guest Services, Meetings & Events) in a common goal of exceptional customer service
• Administrative and General Tasks: Communication to local office community via available channels (Slack, REWS Global Ticketing System, Virtual GSA portal, phone, email, etc.)
• Employee Request handling through all channels (at desks, Virtual GSA Portal, phone, Email)
• Perform in- and outgoing Package Handling, incl. customs & shipping as per EMEA Playbook including regular check of the EMEA REWS Ticketing Queue
• Employee Access Control (Salesforce & Building Badges) including documentation and tracking
• Building and maintaining close relationships with relevant contact persons, such as Facility Management, external suppliers, Executive Assistants, BT Helpdesk and Employee Success
• Extensive and up-to-date knowledge of internal and external meeting facilities, restaurants, hotels, venues and businesses to make the most suitable recommendations or arrangements
• Maintain Reception Handbook up to date
• Report defects in respective areas and report them to the Facilities team; log a REWS ticket if required & keep track of them in the Business Centre Project Tracker
• Cover and support Hospitality Team members as required
• Support employees with meeting room bookings through GCal and/or REWS Ticketing System as well as booking extra rooms for employees with the Business Center
• Escort guests, customers and vendors to their meetings at our office space only on days with multiple events or when required
• Usage of internal client applications
• Provide Front Desk training to office covers when needed
• Perform monthly checks through all checklists and Playbooks and conduct necessary changes in consultation with Sr. Coordinator Guest Services & Hospitality
• Ensure stock keeping of supplies for the lobby reception and report detailed overview and order request to the Office Assistant on a monthly basis
• Perform First Aid Kits inventory & restock in liaison with the Health & Safety specialist
• Own the Lost & Found program
• Use our internal logs to track the distribution of Hotboxes

Qualifications

• Work experience in a customer service role or administrative role
• Background in hospitality or other service sector (preferred)
• Fluent in Spanish and English in spoken and written form
• At least one year of related customer service experience
• Intermediate-advanced knowledge of Microsoft Office (Word, Excel, PowerPoint)
• Interpersonal skills: Friendly, helpful and discreet with very good communication skills and professional manners
• A highly flexible team player who is able to adapt quickly to any situation or scenario
• Ability to switch quickly between different roles
• Polite and confident with a great deal of patience
• Passionate about service, helping and working with people
• Can-do attitude, proactive, always willing to go the extra mile
• Ability to work in a fast-paced environment focused on timelines
• Excellent multi-tasking, project management and organizational skills
• Well-groomed appearance and smart attire
• Ability to organize and prioritize daily workload
• Strong customer service orientation, patience and resilience
• Follow targets according to orders and service needs
• Ability to learn how to operate office equipment as well as Audio-Visual and Meeting equipment and use our internal Salesforce.com applications
• Technical affinity and willingness to learn new Salesforce tools and experience in working with computers and tools like Google Apps
• Educated in adherence to Health & Safety regulations

Other Details

• Shift: Monday to Friday from 8:30 AM to 5:30 PM (when needed from 9:00 AM to 6:00 PM)
• Work location: At client office
• Reports into: Guest Services & Hospitality Senior Coordinator
• Uniform: Yes
• Setup: Laptop provided by JLL

Note

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.

About JLL – We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally. Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.