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Guest Relations Host

3 weeks ago

London, United Kingdom JLL Full time

JLL supports the Whole You, personally and professionally.
Guest Relations Host
Role Purpose
Guest Relation Hosts (GRHs) are Employee Experience Ambassadors, committed to providing a superior customer and employee experience.
GRHs are the face of our Workplace and client Property team; they are expected to deliver a 5-star hotelier style service and experience to all customers, clients, and employees.
The Guest Relation Host team is a client / hospitality service orientated function, responsible for services including, but not limited to, hospitality and events management, reception and visitor management, pantry management, meeting room management and client suite services.
They will be instrumental in ensuring the workplace delivers a great experience for visitors and staff, taking ownership of the workplace by making sure they have happy customers and visitors in their community.
Guest Relation Hosts must be passionate about customer service and willing to go ‘the extra mile’ to assist staff and visitors. They are brand ambassadors for JLL and our client.
Guest Relation Hosts need to be confident in engaging with new customers and build relationships with existing ones, curating moments of inspiration and delight across all services.
**What this job involves**:
Responsibilities listed below are site dependent. It is expected that a GRH will work across the relevant functions interchangeably on a roster basis which will be communicated upon appointment and based on service level agreements for the particular location.
**Responsibilities may include (but are not limited to)**:
Meeting Room and Client Suite Management
Professional, well-groomed, and well-trained staff available to meet, greet and guide colleagues and clients to the respective meeting location. Visitor and client experience shall be professional, warm and genuine
Ensure all meeting rooms are kept clean, tidy are ready for use - ensure highest level of cleaning standards. Pre
- checks to be conducted before every meeting including equipment and AV/ VC checks
Set up and reset of internal and external meeting rooms, training rooms or conference rooms. Manage rooms to be set up appropriately according to individual booking and equipment requests. Rooms should be reset as appropriate in line with daily booking schedules
Issue Resolution
- resolve simple AV/ VC, collaboration tools or other meeting and conference room related equipment issues
Support and manage the meeting room booking system, which includes booking all forward and same day reservations, cancellations and / or amendments to bookings as per client requests (site depending) ensuring frequent communication with end user on their booking
Manage catering requests, AV or VC, room equipment, any special requirements etcliaise with FM team/ catering/ security/ any other vendors as appropriate to ensure all requests are fulfilled accordingly
Ensure meeting room booking system is up to date
- details for rooms are correct, assist with any booking inquiries and liaise with supporting teams if necessary
Manage meeting room inventory checks
Public
All meeting rooms consumables, including F&B, should be refilled and reset after each meeting where appropriate
Obtain all external attendee names of visitors and prepare a daily visitor arrival list for the next working day
Encourage and nudge appropriate booking behavior and provide utilization reporting including block booking, no shows etc
Conduct regular visual checks on meeting room usage (vacant or in use) to support ad hoc analysis of bookings vs utilisation
Hospitality and Events Management
Manage and follow up on the event set up / run down on the respective floor, ensuring everything is in order including technology assistance and all teams involved are prepped for required activities
**Assist with coordination of events**: supervise the set-up / dismantling of event venues, perform risk assessments. Liaise with necessary teams (security, housekeeping etc ) as necessary to ensure a consistent level of service
Provide food and beverage service for external/ client suite meetings or events. Manage with Hospitality lead and coordinate with vendors if necessary for large catering functions, fine dining, any special requests etc
Supervise and be present throughout event
Assist with any ‘ad hoc’ requirements or request related to functions and events
Assist with communications to promote, confirm attendances, create name badges etc
Assist with any other internal events lead by business as requested
Provide team briefs for wider workplace team on upcoming events, conferences, client suite events to ensure up to ensure all teams are aware of activities
Reception and Visitor Management
Always deliver 5* customer service with a professional and presentable appearance
Meet and greet all staff, customers and visitors professionally and cheerfully
Ensure reception desks, waiting areas and internal meeting rooms are maintained to highest standards of ti