Colleague Host

JLL; Reading; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading global real estate firm is seeking a Colleague Host to ensure exceptional experiences for visitors and colleagues. This role involves proactive engagement, relationship building, and maintaining high standards of service excellence. Ideal candidates are upbeat and possess strong customer service skills, with the ability to manage tasks flexibly in a dynamic environment. Join us in delivering inspired customer service and enhancing workplace interactions.

Benefits

Employee development opportunities

Commitment to well-being and safety

Qualifications

• Upbeat individual with integrity and a can-do attitude.
• Proactive approach with a commitment to service excellence.
• Ability to build rapport quickly with visitors and colleagues.

Responsibilities

• Provide memorable workplace experiences to all visitors and colleagues.
• Build relationships with key stakeholders and encourage interactions.
• Conduct daily site inspections for safety and functionality.

Skills

Customer service

Interpersonal skills

Problem-solving

Flexibility

Communication

Job description

JLL empowers you to shape a brighter way.

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Overall Role

The Colleague Host is responsible for delivering exceptional colleague and visitor experiences through face-to-face engagement, proactive communication, and outstanding customer service. As the primary point of contact for OurWorkplace services, they provide friendly, knowledgeable, and courteous first impressions to both colleagues and visitors, serving as an essential member of the OurWorkplace team. This role focuses on building trusted, valued relationships with every interaction while showcasing the excellent work carried out across all Workplace service lines.

The Colleague Host owns service delivery and operations within their areas of responsibility, proactively anticipating the needs of clients and visitors to ensure a seamless, consistent level of service at every user touchpoint. They actively gather and address feedback from clients, whether positive or negative, using these insights to continuously improve the workplace experience and maintain the highest standards of service excellence.

Personal Profile

I am an upbeat individual with integrity and a can-do attitude, passionate about delivering exceptional service while taking ownership of how our services are perceived by visitors and colleagues. As a natural team player, I'm always the first to offer help to colleagues and possess an incredible ability to spark immediate rapport with visitors and colleagues alike. I excel at building relationships quickly while retaining key information to strengthen and personalise ongoing interactions.

I actively seek innovative ways to improve workplace efficiencies and enhance client experiences, demonstrating flexibility and adaptability to evolving business needs. I thrive when managing my own tasks and responsibilities, consistently working to deadlines to deliver results for the people around me. My proactive approach, combined with strong interpersonal skills and a genuine commitment to service excellence, enables me to create memorable experiences that reflect positively on our workplace services.

Exceptional Experience Standards

• I foster a sense of community by building lasting and meaningful relationships with our customers

• I am committed to safety, sustainability, and wellbeing

• I transform problems into opportunities

• I innovate to be one step ahead

• I champion the digital journey and focus on driving engagement and impact

Duties & responsibilities

Primary tasks and objectives

• Provide a memorable and exceptional workplace experience to all visitors and colleagues, delivering unexpected moments of inspired customer service

• Take ownership of all services that support our colleagues and visitors within the workplace

• Build relationships with key stakeholders and encourage interactions between colleagues and OurWorkplace teams

• Understand the needs and wants of the business or business units you support

• Create a workplace culture that demonstrates our values while supporting and leading our colleagues through our new workplace environment(s).

Visitor Management

• Deliver memorable and exceptional welcome experiences to all visitors and colleagues through passionate, inspired customer service

• Support seamless entry and exit processes while ensuring compliance with security policies using a human‑centric approach

• Provide frictionless, efficient experiences tailored to individual needs, whether requiring speedy or enhanced service

• Welcome, register, and assist visitors while coordinating with colleagues to ensure timely reception

• Handle general inquiries via TEAMS, in a professional manner, responding to questions as needed

• Provide comprehensive directional support on‑site and for nearby locations, responding to ad‑hoc requests such as taxi bookings or reservations

• Proactively identify opportunities to anticipate visitor and colleague needs while maintaining strict confidentiality at all times

Customer Service & Communications

• Build a sense of community and purpose by driving colleague engagement and taking complete ownership of all interactions until resolution

• Respond to all requests through various channels (verbal, Teams, Viva Engage, email) in a timely manner

• Lead engagement campaign implementation by identifying local partners and promoting awareness initiatives

• Maintain ownership and support of site‑specific information on Workplace Experience apps and office guides

• Communicate effectively through digital platforms including digital displays, signage and workplace applications

• Listen actively to understand client and colleague needs, leveraging feedback to continuously improve services

• Remain visibly engaged and well‑known throughout the workplace, consistently seeking relationship development opportunities

• Manage tasks flexibly while prioritising urgent requests and maintaining a customer‑focused perspective

• Foster positive experiences that elevate colleague engagement and bring the voice of customers into daily operations

• Own and facilitate the relationship between colleague Business Resource Groups (BRGs) and the OurWorkplace team

Workplace Management

• Conduct daily site inspections, identifying and documenting defects with follow‑through to completion

• Own Health & Safety in designated areas, immediately reporting and securing hazardous conditions

• Audit all workspaces and collaboration areas, ensuring ‘ready‑to‑use’ condition throughout the workday

• Monitor office equipment functionality and coordinate immediate repairs when needed

• Collaborate with cross‑functional teams and vendors to maintain seamless workspace functionality

• Ensure service delivery within SLAs while maintaining compliance with applicable laws and regulations

• Consolidate workplace issues and proactively identify opportunities for operational improvements

• Optimise operational touchpoints to maximise productivity and enhance user experiences

• Assist with workspace allocation and guide users through desk/booking technology

• Monitor scheduled meetings and events, ensuring advance space preparation and smooth execution

• Handle all workplace enquiries and issues with tact, confidence, and professional expertise

• Manage stationery inventory and procurement to ensure consistent supply availability

• Conduct engaging workplace tours, showcasing available facilities and amenities to users

Meeting & Events Management

• Prepare meeting rooms and Event Space for visitors and colleagues, ensuring each space is clean, well‑maintained, and in optimal working condition

• Build relationships with service partner teams to maintain meeting rooms and designated areas in pristine, professional condition

• Coordinate with specialist teams (IT, communications, audio/visual) to ensure seamless technology operation without disruption

• Demonstrate competency with all meeting room equipment and provide first‑line technical support for IT/AV issues

• Manage meeting room booking requests, proactively matching optimal spaces to specific requirements and reassigning when necessary

• Maintain meticulous attention to detail when processing bookings, collecting comprehensive information and coordinating with relevant support teams

• Act as a single point of contact for all events, to ensure seamless interaction between customer colleagues, OurWorkplace teams and Service Partners

Administrative Duties

• Auditing and tracking of ongoing issues and concerns

• Proactive and reactive assignment to workplace requests and concerns

• Report creation of reoccurring issues or concerns for resolution

• Administer workplace policies (clean desk, appropriate use of space, etc.)

• Additional duties are assigned by Workplace Site Lead / Soft Services Manager

Location:

On‑site – Berkshire, GBR

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table! If you require any changes to the application process, please email [e-mail] or call [phone] to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process. Please direct any other general recruiting inquiries to the Contact Us page. I want to work for JLL.

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