Guest Services Ambassador

Job content

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 92,000 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 honoured to be recognized with awards for our success by organizations both globally and locally.
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!

EVERY DAY IS DIFFERENT, AND IN ALL THESE ACTIVITIES, WE’D ENCOURAGE YOU TO SHOW YOUR INGENUITY
Diversity and Inclusion is at the heart of JLL. We believe in recruiting, retaining, rewarding and developing all our employees with regard to their abilities and contributions and without reference to their background, gender, gender identity, ethnic origin, age, religion, sexual orientation, political belief, disability or long-term health condition.
We are committed to making all stages of our recruitment process and employment accessible to candidates with disabilities and long-term health conditions. Please do feel able to be open about this at any point during the process and our recruitment team will work with you to establish the most appropriate adjustments.
We are keen to support all our employees with juggling their work, personal and family commitments and alongside our approach to flexible working, we have a comprehensive parental transition support programme to assist parents during the early months and years of parenthood.

GUEST SERVICES AMABASSADOR

Job Description Summary
The role of a Guest Services Ambassador is to provide the highest levels of client and visitor care. To provide service excellence and to ensure that the visitor experience is seamless, and all reception duties are attended to. Responsible for the guest service duties onsite, supporting each element of the guest service operation, and ensuring that all functions are carried out in accordance with stipulated protocols and procedures. A guest services who has an instinctive customer centric approach that anticipates our Client colleagues & customer’s needs and lives the CX Vision: “We pledge to create exceptional, memorable experiences for Client colleagues and customers”

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

Guest Services Operation and Communication
Adaptable to work with a hybrid approach throughout the guest services operation including main building reception and internal reception spaces
Communicate effectively with peers and the management team, displaying accuracy and attention to detail both in verbal and written communication
Maintain a strong awareness of business activity communicating all updates with team members
Communicate to the Guest Services Team Leader/Supervisor any new / ongoing / potential issues and complaints so that they are addressed accordingly
Support the training of new Guest Services team members
Liaising with other departments, namely security, facilities, and hospitality services
Ensure Security and Health and Safety procedures are adhered to at all times.

Your Working Day
Maintain a professional, polite and considerate manner at all times
Adhere to uniform and presentation standards as per the personal appearance guidelines
Taking ownership of guest services responsibilities to constantly develop service standards

About You
At least 1 year of experience within a Front of House role in a corporate environment, 5-star hotel, members club or flagship airline
Self-motivated individual committed to service excellence
Possesses an operational knowledge of all reception services and standard operating procedures, together with in house meeting reservations procedures, and other internal/external communication methods
Ability to demonstrate empathy, excellent customer service and practical skills
Skilled in guest/client service and confident in striving for excellence
Operational knowledge of all reception services and standard operating procedures
Must have excellent organisational skills and good attention to detail
Must be computer literate including MS office
Ability to use own initiative and takes ownership
Professional and high standard telephone etiquette
Should have an excellent and positive “can do attitude” and a great team player and supporter
Able to work in a busy and pressurised environment providing a discreet and personalised service.

From time to time the company may require you to work at other sites, on projects, company development, site visits or similar. You will also positively represent the Company at all times along with being present in the workplace at critical times of operation.

What you can expect from us
You’ll join an entrepreneurial, inclusive culture. One where we succeed together – across the desk and around the globe. Where like-minded people work naturally together to achieve great things.
Our Total Rewards program reflects our commitment to helping you achieve your ambitions in career, recognition, wellbeing, benefits and pay. Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sights and imagine where JLL can take you...