Guest Services Supervisor

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 SUPERVISOR

The role of a Guest Services Supervisor is to ensure the highest levels of client and visitor care. To consistently deliver service excellence and to drive Guest Services Team Leaders and Ambassadors to provide seamless visitor experience, and all reception duties are attended to. Responsible for the leadership of guest service duties onsite, supporting each element of the guest service operation, and ensuring that all guest services functions are carried out in accordance with stipulated protocols and procedures whilst always driving and mentoring the guest services team to deliver.

Key Responsibilities
Service Excellence
To ensure that all visitors experience service excellence consistently, with the Guest Service Team Leaders and Ambassadors providing a warm, courteous, and prompt welcome on arrival and throughout the client journey
To ensure accurate information is available for guest services ambassadors to provide local area knowledge and liaise as a point of contact between clients and hosts
Liaising with PA/EA teams, clients & visitors and providing excellent customer service – encouraging the team to deliver “wow” moments when the opportunity arises
Monitoring mobile reception technology to ensure functionality and guest services ambassadors are delivering service fluently and in harmony with Vgreet
Ensure that the team are always taking ownership of visitor and client spaces
Proactively deal with enquiries, requests or complaints in person, via the telephone or email, in a timely and professional manner ensuring effective problem resolution
Ensure a commitment to service excellence recognising guest service ambassadors and colleagues with service STARs

Guest Services Operation and Communication
Adaptable to work with a hybrid approach throughout the guest services operation including main building reception, internal reception spaces and guest services hub providing leadership support appropriately
Communicate effectively the senior 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 guest services ambassadors whilst building strong and lasting relationships
Escalate any new / ongoing / potential issues and complaints to the Guest Services Manager so that they are addressed accordingly
Organise the training of new Guest Services team members including induction plans and reviews
Ensure all guest services procedures are adhered to at all times.
Ensure the guest service team are fully aware of their roles and responsibilities and that they carry out their duties in conformance with the SOP’s
To Support and guide all Guest Service Ambassadors with their daily tasks and personal development, to help improve each individual and overall service standards for the client

Leadership Support
Coordinate the activities of the Client guest service team including all operational elements
To ensure that the guest services team are consistently aware of VIP activity throughout the site to ensure that service is exceeded at any touchpoint
To lead the team’s awareness of business and team activity with regular and ad-hoc communication
To conduct personnel duties including one to ones, team meetings, return to work meetings following JLL procedures, ensure correct reporting of all personnel activity
To organise internal and external audits feeding back to the guest services team to drive service excellence
To ensure H&S procedures are adhered to and the H&S induction is completed by all reception team members

About You
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
Ability to manage and guide a team
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...