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Guest Experience Ambassador
2 weeks ago
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 Services AmbassadorWhat This Job Involves 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 HSBC colleagues & customer's needs and lives the CX Vision: "We pledge to create exceptional, memorable experiences for HSBC colleagues and customers"Working Hours/Pattern:Core service hours of Guest Services are These hours are covered by the team on a shift rota basis, working Monday to Fridays, 40 hours per week.What your day-to -day will look like:Role is primarily hosting role requiring standing, walking and hosting visitors during the course of the day (1 hour at a time minimum). The role is based in the lobby, as well as the reception area. Additional this would cover across building and meeting room floors where moving around the floor is a necessity to ensure each meeting room is attended to (up to 10 meeting rooms per floor) and visitors are hosted to their meeting rooms. Key responsibilitiesService 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· Complimenting the Vgreet 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 immaculate at all times, taking ownership of the space and reporting issues appropriately· Proactively deal with enquiries and requests in person, via the telephone or email, in a timely and professional manner· 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· Set-up meeting rooms to the required standard (including the set-up of food and beverages where applicable) and ensure that they are checked prior to any meeting taking place.· Carry out light cleaning duties to ensure all areas of the office, both client and internal spaces Supervisor/Manager on a shift rota basis, based on business needs.· Check that adequate supplies of stationery are available in each client room. Monitor stationery supplies, requesting new stocks as per procedure and ensuring waste is minimisedGuest Services Operation and Communication· Adaptable to work with a hybrid approach throughout the guest services operation including main reception, and around the building.· 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 WE&O Manager any new / ongoing / potential issues and complaints so that they are addressed accordingly· Support the training of new Guest Services team members· Liaising with other departments, namely security, facilities, and hospitality services· Ensure 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 times· 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· 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.Required Skills and Experience: Skilled 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. #LI-JA1 Location: On-site –South Yorkshire, 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.
