Destination Host

4 weeks ago


Aldermaston, West Berkshire, United Kingdom JLL Full time

Role Overview

The Destination Host is a key role at JLL, responsible for creating an exceptional experience for visitors to our destinations. This includes building meaningful relationships with occupiers, customers, and stakeholders, and creating an environment that feels like a second home for people.

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 are always up to standard.
  • Be mobile, highly visible, and recognisable to occupiers and visitors.
  • Obtain feedback from occupiers and visitors, and compile and present this 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 and familiar with the shopping destination security processes.
  • Always be well-presented in dress and appearance, following the 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 happening 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.

Focus 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.


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