Senior Workplace Ambassador

JLL; Bellevue (WA); On-site; USD 70,000 - 110,000; Full time

Job summary

JLL is seeking a Sr. Workplace Ambassador to deliver exceptional client experiences in a Bellevue, WA portfolio. The role centers on high-touch service, proactive communication, and strong partnership with clients and service partners to elevate workplace hospitality.

You will lead onboarding, coaching, and daily operations while developing SOPs and ensuring compliance with SLAs and local laws. Strong people skills and a passion for service are essential.

Qualifications

• Bachelor’s degree or equivalent.
• 5-7 years minimum prior relevant experience in hospitality, facility / property management, building operations and/or knowledge of commercial real estate.
• Exceptional customer service skills and professionalism with a passion for hospitality.
• Highly collaborative with strong interpersonal skills and track record of excellent internal and external customer service.
• Excellent verbal and written communication skills with the ability to communicate professionally.
• Excellent organizational skills and process management.
• Ability to work independently – strong prioritization and time management skills.

Responsibilities

• Serve as an onsite Experience Services contact for client employee inquiries, issues, troubleshooting, and feedback.
• Recognize opportunities in the workplace experience and create programming to reduce friction for client’s employees.
• Ensure Experience/Ambassador Services are executed per SLA, processes, and local regulations.
• Equip and inspire Ambassadors to deliver high touch customer service and foster team culture.
• Lead onboarding, timekeeping, scheduling, coaching, and teambuilding.
• Document SOPs and update playbooks; brief leadership on local developments.
• Support data collection, analysis and reporting aligned with client goals.
• Strive to improve Experience Service performance and client satisfaction.
• Engage with vendors to ensure service excellence and support client events as needed.

Skills

Exceptional customer service

Interpersonal skills

Verbal and written communication

Organizational skills

Time management

Team collaboration

Independent work

Prioritization

Education

Bachelor’s degree or equivalent

Tools

Microsoft Office Suite

Job description

Job Summary

Sr. Workplace 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 Sr 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 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

• Serve as an onsite Experience Services contact for 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
• Recognize opportunities in the workplace experience and creates programming to reduce friction for client’s employees
• Ensure Experience/Ambassador Services are executed in a manner consistent with the SLA’s, standard processes, professional brand image and compliant with applicable local laws, rules, and regulations
• Equip and inspire team of Ambassadors to consistently deliver high touch customer service by fostering a positive work culture and strong team dynamic
• Leadership responsibilities include but are not limited to functions such as on-boarding, timekeeping, delegating, scheduling, coaching, and teambuilding
• Empowered to make operational adjustments as necessary, develops and documents standard operating procedures and updates playbook accordingly
• Briefs leadership on key local developments and seizes opportunities to play a role in the execution of the client workplace strategy
• Supports data collection, analysis and reporting to ensure alignment with the clients’ goals and objectives
• Achieve and exceeds goals including performance goals, team goals and client’s goals and objectives
• Carries culture card as a tangible representation of values, standards, and principles to ensure memorable experiences
• Strive to continually improve Experience Service performance

Ensuring Exceptional Service

• Works collaboratively within the account team in the integrated delivery of Experience Services across all workstreams.
• Builds meaningful lasting relationships with client employees and guests for intuitive service delivery, anticipating needs or concerns to exceed client expectations
• Visibly engaged and well known in the workplace
• Conduct routine walkthroughs and assessments of the workspace and 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
• Receives and responds to all requests or issues within a specific period of time, including a personal follow up to client employees to ensure timely responses to questions / requests
• Partners with soft services providers to establish and continually reinforce the expectation of service excellence to create value for the client (food services, mailroom, etc.)
• Assistance and flexibility with client events and catering as needed to ensure flawless delivery
• Serve as training center concierge for internal/external events
• Assists with third party vendor relationships and service partners to provide maximum service delivery
• 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
• Identify potential risks and escalates, as appropriate, to ensure no privacy breech, security incident or disruption to client’s operations occur
• Provide operational excellence through administrative support as well as work order management
• Perform additional job duties, as requested

Qualifications

• Bachelor’s degree or equivalent
• 5-7 years minimum prior relevant experience in hospitality, facility / property management, building operations and/or knowledge of commercial real estate, preferred
• Exceptional customer service skills and professionalism with a passion for hospitality
• Highly collaborative with strong interpersonal skills and track record of excellent internal and external customer service
• Excellent verbal and written communication skills with the ability to communicate professionally
• Excellent organizational skills and process management
• Ability to work independently – strong prioritization and time management skills
• Ability to work with diverse teams – lead by example; respectful, cooperative, accountable
• Ability to manage multiple priorities and deliver results in a fast-paced environment
• Ability to quickly adapt to new devices, technology, and applications
• Proficient in Microsoft Office Suite (Teams, Excel, PowerPoint, Word, OneNote, Outlook)