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.
Guest Services Ambassador - Team Lead
Headline Responsibilities
Reporting directly to the JLL Events and Hospitality Guest Service Ambassador Manager, the GSA Team Lead will provide solid support to the operation and execution of reception and guest experience as a whole. The right person will provide a first class example for our reception team to follow and will make our customers feel welcome, comfortable every time they visit us. This person will need to work collectively as a team and show a passionate understanding of our guests’ needs and requirements, striving to exceed expectations wherever possible.
Leadership
Be accountable for the day to day execution of all Guest Services operations (including the lobby space & reception desks)
Proactively be ‘in the know’ of events happening that affect guest experience
Ensure GSA team are knowledgeable about the business, local area and activities happening to be able to share in conversation or when asked
Ensure GSA Team deliver service as per Salesforce expectations & processes
Book training where necessary for all team members, ensuring a high level of customer service, writing style, communication style and inclusion/diversity
Ensure GSAs are cross trained and have a good level of flexibility whichever role or task that need to cover each day
Be accountable for the execution of pre-registering & checking in all external visitors as per global/regional processes (including H&S and Security protocols)
Drive the education & communication of guest services processes locally to the wider business
Proactively drive initiatives and partake in the development of enhancing customer experience
Plan & manage holiday/authorised absence & last minute absence as needed
Actively track data & report where required
Manage Lobby Hosts, ensuring they executive a fantastic first impression
Team scheduling & overall management
Deep understanding of the Sign - in Enterprise and the Internal ticketing system, proactively driving best practises, feedback, development and implementation of enhancements as required
Proactively contribute to regional/global best practises and processes providing specialist knowledge where necessary
Ensure efficient cloakroom management
Ensure lobby space and reception desks are presentable and show ready at all times
Be the point of escalation where required
Self Presentation
Adhere to global dress code standard and remain smart/polished at all times
Ensure professional personal presentation at all times (including body language etc.)
Exude a friendly, smiley and bubbly demeanour to every visitor
Presentation of Reception & Extended area
Reception desk to have a minimalistic look and be free from clutter
Waiting area to be as per global standard and immaculately presented
Suitable literature on coffee tables if required/approved
Maintain organisation and cleanliness of cloakroom & any allocated storage spaces
Internal & External Customer Relationship Management:
Build strong and lasting rapport with internal and external customers on all levels of seniority (ie. EAs, AEs, VPs, suppliers, vendors, customers etc.)
Actively recognise returning visitors
Be a point of contact for all WPS teams and for key IBPs including techforce, security, health & safety etc.
Security
Adhere to strict corporate security policies at all times
Build strong working relationship with on site security agents
Issue temporary passes as per security process
Promote the importance and process of Security rules and procedures
Administration/Other:
Accurately follow process for pre-registering visitors
Utilise multiple resources to respond to general enquiries
Have an understanding of Client products and the direction of growth for
Participate in company initiatives
Maintain a flexible approach to change in line with business demand and an ever developing company
Adhere to ad hoc requests as outlined by the Workplace Services Management team
Qualifications:
Hospitality/Retail/ Large Reception experience
People management experience essential
Strong Customer service background in a fast paced environment
Intermediate-advanced IT skills (G-mail and Google docs preferred but not essential)
Fluent English essential
Interpersonal skills:
Passionate attitude for Customer service
Friendly, helpful and willing to go the extra mile to help meet our customer’s needs
Able to prioritise effectively
Proactive and positive attitude
Team player & problem solver
Excellent interpersonal and communication skills, including understanding for the use of confidentiality and diplomacy
Excellent multi-tasking, project management and organisational skills
Ability to work in a fast-paced environment and meet deadlines
Strong lead by example attitude
If 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.
