Community Host

Jones Lang LaSalle Incorporated; Greater London; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

JLL in London is seeking a friendly Community Host to help make the workplace engaging and welcoming. You will be the primary interface between employees and facilities, delivering proactive service and real-time feedback to improve the office experience.

You should be fluent in English, possess superb customer service skills, and have at least 3 years in hospitality, coworking, or a similar client-facing role.

Qualifications

• Fluent in English, with excellent verbal and written communication.
• Minimum 3 years in hospitality, coworking, or a client-facing role.
• Strong interpersonal skills and a proactive customer-service mindset.

Responsibilities

• Be the face of the Workplace/Property team, delivering personalized service to employees and visitors.
• Manage inquiries, escalations and feedback with timely, professional responses.
• Support events, communications and wellbeing initiatives to enhance the employee experience.

Skills

Customer service

English fluency

Office suite

Education

High school diploma

Tools

Microsoft Office

Job description

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.Community Hosts are a high-touch workplace experience team providing proactive service to foster staff engagement and improve employee productivity and experience. Community Hosts are the heart of our Workplace; They are experience curators, creating moments of delight and care through memorable, anticipatory and personalized human interactions. They play a pivotal part in delivering on the promise of twice the experienceCommunity Hosts are the workplace experience ambassadors, responsible for initiatives and programs to curate an engaging workplace and employee experience. They are focused on community and collaboration with a key focus on fostering business & employee engagement and wellbeing. Community Hosts make the office the great place to get work done, collaborate and innovate with colleagues. They take ownership of the workplace by making sure they have happy customers and visitors in their community.Community Hosts must be passionate about customer service and willing to go ‘the extra mile’ to assist staff and visitors. They are brand ambassadors for JLL and our client; they need to be confident in engaging with new customers and build relationships with existing ones, providing real-time and anecdotal insights and business feedback to improve and make the portfolio more efficient and space more effective.The key focus for this role will be to create a single and visual point of contact for employees and customers and to act as the primary interface between the internal operations and customers.What this role involves - Key responsibilitiesProactive premises inspections and floor walks (including internal meeting rooms, pantry, social areas); all areas shall be clean, orderly, and ready to use throughout the dayProactively raise work orders and provide frequent status updates to respective users. This includes raising any cleanliness issues (i.e. replenishment of hand sanitiser, desk wipes)The main point of contact for general enquiries, escalations, and feedback, responsible for status updates to end-user and ensuring prompt, effective resolution where necessary and expectations are consistently exceededRegularly monitor customer feedback and produce an appropriate action plan based on the resultsOwn your operational space to ensure a fantastic Service Journey for customers within your locationEnsure all signages and messages are current and relevant, including placing place outage notices and AOBEnsure wayfinding and zoning maps are up to date and support collection of internal occupancy dataLocker Management Support – Including issuing lockers for new joiners or staff relocations; reclaiming lockers; review of ongoing utilization; and support reactive checks / clearance with a Security Officer or Floor AdministratorEnsure all desks are ready and available for colleagues each morning; proactively support and promote clean and clear desk practices and enable desk sweeps where appropriate. Support lost and found activitiesOperationally support change management activities throughout the workplace & project lifecycle, including post move support meetings, post move communications, signages, locker and storage management, floor orientationsEnsure that all agreed service objectives are met in line with client expectationsHost regular business engagement sessions to fully understand business needs and work profiles to support the successful adoption of hybrid working and share insights of how their teams are using the space.Maintain an effective business relationship with the client and end users by understanding their needs and transferring these into the location where possible. Be the face of the Workplace/ Property teambased on their needs to provide a personalised level of service. High level of visibility to staffStay current on relevant EUS technology in the workplace and attend trainings to be able to effectively assist end-users with any queries. Assist with AV, VC and other technology inquiries. Host end-user training when necessaryHost and promote employee engagement events; including lunch & learns, wellness activities, hobby clubs etc...Activate, promote wellbeing, fitness and recreation agenda in alignment with regional agenda and initiatives (assist with booking and inquires)Assist with internal communications including cascading relevant information, promoting success stories, managing local pages on intranet, insuring distribution lists are kept up to date, supporting townhallsSupport employees wherever they are- e.g. host virtual engagement events, assist and cascade home working related inquiries, checking in on home workers, communicating key information, activities and announcementsWelcome new joiners and provide in person or virtual orientation tours/ supporting documentation and mediaEnsure full statutory and operational compliance is achieved in line with contract KPI’sBe aware of changing needs of customers and adjust the service accordingly in line with global standardsEnsure compliance with H&S processes and procedures, including internal and external auditsProvide an excellent standard of client serviceOther responsibilities are location dependent and include (but not limited to):Support and manage the meeting room booking system. Ensure booking system is up to date, details for rooms are correct, assist with any booking inquiries and liaising with supporting teams if necessaryEnsure seamless communication with hospitality/ GRH teams for any internal and external meetings or eventsProvide admin and financial support as and when requiredProvide written reports and quality data as requiredAny other reasonable requestsQualifications and skillsFluent in the English language – written and oralYou are passionate about people, providing them with great experiences. A natural "people person" with exceptional Customer Service skills and attuned to customer needsHas strong relationship building skills to be able to get to know, understand and respond to the needs of our staff and customersExcellent verbal and written communication skills with the ability to communicate professionally and effectivelyProficient skills in Microsoft Office Suite (Excel, Work, PowerPoint, Visio, Outlook, Teams, SharePoint, and Access)Previous Hospitality/ co working experience is preferred- minimum 3 years. Previous events experience favouredHigh attention to detailFlexible and proactive; Comfortable working in a fast-paced environmentStrong problem-solving skills with the ability to react quickly and decisively when faced with a problem or issueStrong team player with a commitment to support their colleaguesAbility to work under pressure and to tight deadlinesExceptionally organised and skilled in multi-tasking, with outstanding time management skillsHigh level of grooming standardsProven track record of achievementIf 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.