Destination Host Ambassador
3 weeks ago
About the Role
The Destination Host is a key role at JLL, responsible for creating an exceptional experience for visitors to our destinations. As a Destination Host, you will be the face of our brand, building meaningful relationships with occupiers, customers, and stakeholders. Your goal will be to create an environment that feels like a second home for people, a destination that is part of their lifestyle and community.
Key Responsibilities
- Curate a home-from-home environment within the destination that is inviting and exciting
- Ensure the security, cleaning, and maintenance of the destination, flagging any issues and following through to resolution
- Be mobile, highly visible, and recognisable to occupiers and visitors
- Obtain feedback from occupiers and visitors, compiling and presenting it in a structured format to suggest improvements to the experience
- Build and share knowledge between occupiers, creating a community atmosphere
- Provide a point of support for occupants of the shopping destination and be seen as customer-focused
- Be security-conscious, familiar with the shopping destination security processes, and confident in raising concerns when necessary
- Always present yourself in a well-dressed and professional manner, adhering to destination standards
- Be reliable, flexible, honest, and a strong advocate for the destination, ensuring a consistent service
- Support with managing and overseeing events on the day, including problem-solving and welcoming guests
- Communicate effectively with the Occupier and Customer Manager and Marketing team to ensure effective communication for destination events and marketing activity
- Support the Occupier and Customer Manager and Marketing team with identifying event opportunities and generating interest
- Regularly check in on events throughout the day to ensure attention is given to vendors and encourage/promote attendance with destination visitors
- Provide general administrative support to the destination Management team as required
- Assist with key destination platforms, including finance, H&S, and occupier software
Focusing on People
- Actively and positively engage with colleagues, occupiers, and visitors to quickly build relationships and create a community feel
- Anticipate the needs of visitors to the destination and follow up to ensure all expectations are met and where possible exceeded
- Take ownership and responsibility, ensuring you are working effectively and developing close relationships
Effective Communication
- Handle all queries efficiently but effectively, supplying relevant information as required and appropriate
- Proactively identify and troubleshoot issues before they become a problem
- Collaborate closely with the management team, fostering open communication through regular meetings to address challenges and opportunities, creating an operating rhythm and routine
- Complete a handover with colleagues and other stakeholders as required when taking time out of the business and between shifts
- Be aware of relevant legislation, including health & safety, and always be security-conscious
- Create a sense of community and fun with all colleagues
- Build proactive and effective two-way relationships with occupiers at the destination
- Own occupier communications, working with all departments and clients to ensure effective communication
- Meet with a range of representatives from each retailer within the scheme to gain a confident understanding of their business performance objectives, aspirations, and needs, and identify opportunities to help retailers achieve these
- Collect turnover and trade information from occupiers
- Oversee occupier customer feedback programmes as appropriate and use the feedback to inform strategy
- Provide reporting on customer and community feedback that can be used to evolve the customer service offer within the destination
- Build proactive and effective two-way relationships with stakeholders within the destination, including local retailers, leisure operators, public services, local authorities, schools/colleges/universities, charities, and such like
Required Skills
- A strong communicator and interpersonal skills
- Strong verbal and written communication skills
- Cold-outreach experience a plus
- Exceptional organisational and multitasking skills
- Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy
- A real specialist in retail, with a passion and understanding of retail, and experience of managing relationships with retailers a benefit
- Understanding of well-being programmes
- Experience of small to medium-scale event management
- A passion for customer experience
- Project management and business operations experience
- Innovative thinking – be different and bold in approach
- Able to embrace efficiencies – having an acute appreciation and desire for efficiency
- Be ambitious and commercially minded
Location
On-site – Reading, GBR
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