Destination Host Ambassador

4 weeks ago

London, Greater London, United Kingdom JLL Full time

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 JLL, 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 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 exceeded
  • Take ownership and responsibility, working effectively and developing close relationships

Effective Communication

  • Handle all queries efficiently and effectively, supplying relevant information as required
  • Proactively identify and troubleshoot issues before they become problems
  • Collaborate closely with the management team, fostering open communication through regular meetings to address challenges and opportunities
  • 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, stakeholders, and local retailers
  • Own occupier communications, working with all departments and clients to ensure effective communication
  • Meet with representatives from each retailer to gain a confident understanding of their business performance objectives, aspirations, and needs
  • 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 to evolve the customer service offer within the destination

Requirements

  • 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
  • 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 – London, GBR

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