Workplace Experience Ambassador

JLL; Greater London; On-site; GBP 25,000 - 36,000; Full time

Job summary

JLL Experience Services is seeking a Workplace Experience Ambassador to deliver exceptional client experiences across a select portfolio of properties. You will engage with clients, partners and colleagues to provide high-touch service, hospitality-driven support, and proactive communication in a dynamic workplace environment.

You will welcome visitors, uphold security procedures, coordinate events, and drive continuous improvement in service delivery while maintaining safety and compliance

Qualifications

• Experience in hospitality, facility / property management preferred.
• Exceptional customer service skills and professionalism with a passion for hospitality.
• Keen to develop within the workplace and support a multi-disciplinary team.
• Collaborative team player with a service-focused approach.
• Adept at multitasking and managing multiple projects in a fast-paced environment.
• Good communication skills and interest in technology.

Responsibilities

• Provide a warm, courteous and prompt welcome to all those entering the reception area.
• Ensure security procedures for your building are followed by all entering through reception.
• Serve as the initial point of contact for client inquiries, issues, and feedback related to services within the workplace.
• Execute Guest and Ambassador services in line with SLAs and brand standards.
• Conduct routine walkthroughs of soft services to ensure SLA compliance and flawless delivery.
• Support data collection, analysis and reporting to align with client goals.
• Strive to continually improve experience service performance.
• Organize, host and operationalize key engagement events within the client location.
• Promote a culture of health and safety amongst colleagues and vendors.
• Perform additional duties such as mailroom cover and portering.

Job description

JLL Experience Services team members are “experts who create value through lasting partnerships.” At JLL, it is our goal to provide workplace experiences that will be long remembered by our clients. We set the standard for superior experiences for our clients and our teams.

Job Summary

The Workplace Experience Ambassador is responsible for delivering exceptional client experience every day through enhanced engagement, proactive communication, and high touch service within a select portfolio of properties. The Workplace Experience Ambassador will be expected to increase the level of engagement and partnership between JLL, service partners and our clients to provide superior service delivery while enhancing their individual personal and professional skills. This role is responsible for the implementation of the experience program at the client site. This client facing role provides the opportunity to combine your passion for service, brilliant people skills and enthusiasm for creating a hospitality focused workplace environment.

Job Responsibilities

• Provide a warm, courteous and prompt welcome to all those entering the reception area
• Ensure security procedures for your building are followed by all entering through reception
• Serve as the initial point of contact for all Client employee inquiries, issues, troubleshooting, and feedback related to the services within the workplace, with the primary goal of positively impacting the care and comfort of Client employees and guests
• Execute Guest and Ambassador services in a manner consistent with the SLA’s, standard processes, professional brand image and compliant with applicable local laws, rules and regulations
• Conduct routine walkthroughs and assessments of the soft services delivery to ensure compliance with service level agreements, policies and regulations, and performance metrics to provide flawless execution and stable service delivery for the Client.
• Support data collection, analysis and reporting to ensure alignment with the Clients’ goals and objectives.
• Strive to continually improve experience service performance.
• Achieve and exceed goals including performance goals, team goals and Clients' goals and objectives.
• Work with key account and client stakeholders to organize, host, and operationalize key engagement events within the assigned client location to enhance experience.
• Work in accordance with health and safety measures and promoting a culture of safety amongst colleagues, contractors and vendors
• Perform and provide additional duties and support, as required, including mailroom cover, and portering

Ensuring Exceptional Service

• Work collaboratively within the account team in the delivery of Experience Services across all business lines (Facility Management, Engineering, Transactions, Projects, etc.)
• Assist with third party vendor relationships and service partners to provide maximum service delivery
• Intuitive service delivery, anticipating needs or concerns exceeding Client expectations
• Build meaningful lasting relationships with Client employees and guests
• Receive and respond to all requests or issues within one day of receipt, including a personal follow up to Client employees to ensure questions / requests are answered
• Identify potential risks and escape, as appropriate, to ensure no privacy breech, security incident or disruption to Client’s operations occur
• Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices, new tools, process re-engineering and other ideas that provide service delivery efficiencies
• Assist and work flexibly with Client events as needed to ensure flawless delivery
• Serve as an event concierge and manage conference room bookings including resolution of scheduling conflicts
• Provide administrative and operational excellence for soft services
• Perform additional job duties, as requested

About You

• You have prior relevant experience in hospitality, facility / property management, operations and/or knowledge of commercial real estate, preferred
• You have exceptional customer service skills and professionalism with a passion for hospitality
• You are keen to develop within the workplace, spending time supporting a multi-disciplinary team gaining knowledge and expertise
• You work collaboratively as part of a team to solve problems with professionalism and service focused approach
• You are adept at multitasking and are able to manage multiple projects effectively in a fast-paced environment
• You keep up to date with industry trends and have direct experience or an interest in facilities management and customer service
• You are open and have good communication skills
• You strive for excellence in what you do and share ideas for improvement
• You are proficient with Microsoft office and have an interest in technology
• You are adaptable to work to requests and projects that may vary from day to day