Guest Services Ambassador

6 months ago

Cheshire, United Kingdom JLL Full time

JLL supports the Whole You, personally and professionally.

Guest Services Ambassador

About The Role

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's colleagues & customer’s needs and lives the CX Vision: “We pledge to create exceptional, memorable experiences for our client's 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
Complementing the V-Greet 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 always immaculate, taking ownership of the space and reporting issues appropriately.
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
Provide a reservation service by booking and confirming learning courses, meeting, and event space.
To work flexibly across reception or wherever assigned by your Supervisor/Manager on a shift rota basis, based on business needs.
To provide staff members with a temporary building pass when forgotten, or lost, ensuring all security procedures have been adhered to.
To manage the running of the electric car charging points, ensuring customers have time slots. To help them work around their busy diaries.
Ensuring that all fire procedures and health and safety protocols are followed, always ensuring our customers safety.
Keeping contractors’ induction records up to date and liaising with engineer supervisor.

Guest Services Operation and Communication
Adaptable to work with a hybrid approach throughout the guest services operation including some overtime to cover team holidays and occasional travel to other sites to provide cover.
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 Manager.
Support the training of new Guest Services team members.
Liaising with other departments, namely security, facilities, and hospitality services.

Personal Presentation and Responsibilities
Maintain a professional, polite, and considerate manner always.
Adhere to uniform and presentation standards as per the personal appearance guidelines.
Taking ownership of guest services responsibilities to constantly develop service standards.

Person Specification/Requirements
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, excel and outlook.
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.

LI-JA1

Personalized benefits that support personal well-being an

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