Guest Services Ambassador

JLL; Greater London; On-site; GBP 22,000 - 28,000; Full time

Job summary

Join JLL's dynamic team serving one of the world’s largest banking and financial services organisations with a network spanning more than 50 countries and territories. The role is primarily hosting, based in the lobby and reception areas, requiring standing, walking, and welcoming visitors across meeting rooms.

The candidate will host the main reception, provide local area information, and ensure a warm, professional client journey with consistent service excellence.

Qualifications

• Proven front of house experience in hospitality, corporate reception or high-end guest services.
• Demonstrable 5-star customer service background with track record of exceeding guest expectations.
• Concierge experience with ability to anticipate needs and tailor assistance to diverse visitors.
• Strong interpersonal and communication skills, professional and welcoming with VIPs and clients.

Responsibilities

• Host the main reception area and welcome visitors warmly and promptly throughout the client journey.
• Provide information service for the local area and act as a liaison between clients and hosts.
• Engage VIPs and clients, creating memorable moments and seamless transitions across floors.
• Maintain immaculate visitor spaces and respond to enquiries in person, by phone or email.

Skills

Front of House

5-star service

Concierge experience

Interpersonal skills

Job description

Key Responsibilities

Join JLL's dynamic team serving one of the world's largest banking and financial services organisations with a network spanning more than 50 countries and territories. We're seeking talented professionals who thrive in fast-paced environments and are eager to drive meaningful change. This is an outstanding opportunity to work alongside industry experts that help shape the future of workplace strategy for a globally recognised institution. Whether you want a career that could take you to the top or an exciting new direction, we offer opportunities, support and rewards that will help you stand out, fulfil your potential, and ultimately make your mark on something truly exciting.

About the role:

Role is primarily hosting role requiring standing, walking and hosting visitors during the course of the day (1 hour at a time minimum). Role is based in the lobby, reception areas across building and meeting room floors where moving around the floor is a necessity to ensure each meeting room is attended to (up to 20 meeting rooms per floor) and visitors are hosted to their meeting rooms.

Key Responsibilities

Service Excellence

• To ensure that all visitors experience service excellence consistently, providing a warm, courteous and prompt welcome on arrival and throughout the client journey
• To host the main reception area energising the space and creating lasting impressions
• To provide an information service for the local area and liaise as a point of contact between clients and hosts, enhancing service with a concierge approach
• Fluency of both internal and external VIPs to constantly recognise and deliver service excellence
• Communication between team members to ensure smooth transitions throughout the building
• Liaising with PA/EA teams, clients & visitors and providing excellent customer service - creating "wow" moments when the opportunity arises
• Complimenting the Vgreet mobile reception technology with service by anticipating visitor needs, following up with clients and ensuring client expectations are met and where possible exceeded
• Ensure that the visitor and client spaces are immaculate at all times, taking ownership of the space and reporting issues appropriately
• Proactively deal with enquiries and requests in person, via the telephone or email, in a timely and professional manner
• Continually develop expertise of business operation and client knowledge to exceed in service delivery
• Using empowerment for problem resolution whilst enhancing visitor and client experience
• Ensure a commitment to service excellence recognised with service STARs

Minimum Requirements:

• Proven front of house experience in a hospitality, corporate reception, or high-end guest services environment
• Demonstrable 5-star customer service background with a track record of exceeding guest expectations and creating memorable experiences
• Concierge experience with the ability to anticipate needs, provide local area knowledge, and deliver tailored assistance to diverse visitors
• Strong interpersonal and communication skills with the ability to remain professional, warm, and welcoming when interacting with VIPs, clients, and visitors at all levels