Guest Experience Ambassador

JLL empowers you to shape a brighter way.  Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where they belong.  Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   Guest Experience AmbassadorJob Summary:The role of a Guest Experience 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 clients colleagues & customer's needs and lives the CX Vision: "We pledge to create exceptional, memorable experiences for client's colleagues and customers"What this job involves:  Role is primarily hosting role requiring standing, walking and hosting visitors during the course of the day (1 hour at a time minimum). Role is based in the lobby, reception areas across building and meeting room floors where moving around the floor is a necessity to ensure each meeting room is attended to (up to 20 meeting rooms per floor) and visitors are hosted to their meeting rooms.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 journeyTo host the main reception area energising the space and creating lasting impressionsTo provide an information service for the local area and liaise as a point of contact between clients and hosts, enhancing service with a concierge approachFluency of both internal and external VIPs to constantly recognise and deliver service excellenceCommunication between team members to ensure smooth transitions throughout the buildingLiaising with PA/EA teams, clients & visitors and providing excellent customer service – creating "wow" moments when the opportunity arisesComplimenting the Vgreet mobile reception technology with service by anticipating visitor needs, following up with clients and ensuring client expectations are met and where possible exceededEnsure that the visitor and client spaces are immaculate at all times, taking ownership of the space and reporting issues appropriatelyProactively deal with enquiries and requests in person, via the telephone or email, in a timely and professional mannerContinually develop expertise of business operation and client knowledge to exceed in service deliveryUsing empowerment for problem resolution whilst enhancing visitor and client experienceEnsure a commitment to service excellence recognised with service STARsGuest Services Operation and CommunicationAdaptable to work with a hybrid approach throughout the guest services operation including main building reception, internal reception spaces and guest services hubCommunicate effectively with peers and the management team, displaying accuracy and attention to detail both in verbal and written communicationMaintain a strong awareness of business activity communicating all updates with team membersCommunicate to the Guest Experience Team Leader/Supervisor any new / ongoing / potential issues and complaints so that they are addressed accordinglySupport the training of new Guest Experience team membersLiaising with other departments, namely security, facilities, and hospitality servicesEnsure Security and Health and Safety procedures are adhered to at all times.Personal Presentation and Responsibilities Maintain a professional, polite and considerate manner at all timesAdhere to uniform and presentation standards as per the personal appearance guidelinesTaking ownership of guest services responsibilities to constantly develop service standardsPerson Specification/RequirementsAt least 1 year of experience within a Front of House role in a corporate environment, 5-star hotel, members club or flagship airlineSelf-motivated individual committed to service excellencePossesses an operational knowledge of all reception services and standard operating procedures, together with in house meeting reservations procedures, and other internal/external communication methodsAbility to demonstrate empathy, excellent customer service and practical skillsSkilled in guest/client service and confident in striving for excellenceOperational knowledge of all reception services and standard operating proceduresMust have excellent organisational skills and good attention to detailMust be computer literate including MS officeAbility to use own initiative and takes ownershipProfessional and high standard telephone etiquetteShould have an excellent and positive "can do attitude" and a great team player and supporterAble 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 we expect from all our colleagues on account: Our goal is to provide enhanced workplace experiences that will be long remembered by our clients. In this role you will be a part of delivering a best-in-class experience for our client's personnel, customers, and guests in a connected workspace which promotes a culture of inclusion and safety.With a focus on creating an environment that enhances productivity, collaboration, and well-being, you'll have the opportunity to create exceptional workplace experiences and drive employee satisfaction and engagement to create opportunities for everyone to flourish.Our colleagues prioritize the health and safety of people and buildings. This includes following established safety protocols, reporting hazards/ incidents, maintaining cleanliness, encouraging safe practices, and staying informed about health and safety measures. By actively adhering to these expectations and following One Team S.A.F.E.R together vision, we can create a secure and healthy working environment for everyone involved.Report at least two good catches per year, attend the SAFER together workshop and complete all safety trainings within the due date.You are responsible for leveraging your expertise to find actionable insights from our data and translate it into action, clearly communicating the "what", "so what" and "now what". By embracing curiosity to explore data, courage to act on insights and collaboration to communicate the change we will ensure we meet JLL and client's strategic desire for data-driven decisions.You will be part of delivering best-in-class sustainability solutions for our client, promoting resource efficiency, energy conservation, and environmental stewardship. With a focus on creating a culture of environmental responsibility, you'll have the opportunity to support innovative sustainability initiatives and drive continuous improvement across our operations and contribute to our client's sustainability goals. Your efforts will play a vital role in creating a more sustainable built environment and fostering a healthier planet for generations to come.#LI-JA1Location: On-site –West Sussex, GBRIf this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements.  We're interested in getting to know you and what you bring to the table If you require any changes to the application process, please email or call +44 (0) to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process.   Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.JLL Privacy NoticeJones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.For additional details please see our career site pages for each country.For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here.