What are the responsibilities and job description for the Workplace Ambassador position at JLL?
Job Description
JLL Human Experience team members are "experts who create value through lasting partnerships." At JLL, it is our goal to provide experiences that will be long remembered by our clients. We set the standard for superior experiences for our clients and our teams.
The Facility Ambassador is responsible for delivering exceptional client experience every day through enhanced engagement, proactive communication, and high touch service within a select portfolio of properties. The Facility Ambassador will be expected to increase the level of engagement and partnership between JLL, our service partners and our clients to provide superior service delivery while enhancing their individual personal and professional skills. This Client facing role provides the opportunity to combine your passion for service, brilliant people skills, and enthusiasm for creating a hospitality focused environment.
Key Responsibilities:
Developing and Maintaining Goals
Serve as the initial point of contact for all Client employee inquiries, issues, troubleshooting, complements, and feedback related to the services within the workplace, with the primary goal of positively impacting the care and comfort of Client employees and guests.
Ensure Facility Ambassador are executed in a manner consistent with the SLA's, standard processes, professional brand image and compliant with applicable local laws, rules and regulations.
Conduct routine walkthroughs and assessments of the soft service delivery to ensure compliance with service level agreements, policies and regulations, and performance metrics to ensure flawless execution and stable service delivery for the Client
Support data collection, analysis and reporting to ensure alignment with the Clients' goals and objectives
Strives to improve service performance
Achieves and exceeds goals including performance goals and team goals
Ensuring Exceptional Customer Service
Works collaboratively within the account team in the delivery of the services across all business lines (FM, Engineering, Transactions, Projects, etc.)
Intuitive service delivery, anticipating needs or concerns and exceeding client expectations
Builds meaningful lasting relationships with Client employees and guests, carrying a hospitality calling card
Visibly engaged and well known in the workplace; spends a minimum of two hours per day welcoming employees in the reception or employee entrances and walking floors to ensure Workspaces (offices, desk, conference rooms, mailroom, pantries, etc.) are stocked and maintained
Receives and responds to all requests or issues within one day of receipt, including a personal follow up to Client employees to ensure questions / requests are answered
Identify potential risks and escalate, as appropriate, to ensure no privacy breech, security incident or disruption to the Client's operations occur
Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices, new tools, process re-engineering and other ideas that provider service delivery efficiencies.
Perform additional job duties, as requested
Qualifications
Bachelor's degree or equivalent
3 - 5 years prior experience in hospitality, facility / property management, operations and/or knowledge of commercial real estate, preferred
Exceptional customer service skills with a passion for hospitality
Ability to manage multiple priorities and deliver results in a fast-paced environment
Highly collaborative with strong interpersonal skills and track record of excellent internal and external customer service
Ability to work independently - strong prioritization and time management skills
Excellent verbal and written communication skills with the ability to communicate professionally
Proficient skills in Microsoft Office Suite (Excel, Word, PowerPoint, Visio, and Outlook)
JLL Is an Equal Opportunity Employer JLL is committed to developing and maintaining a diverse workforce. JLL strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination without regard to race, color, religion, belief, creed, age, sex, pregnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran’s status, genetic information, trade union membership, social position, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law. The company also endeavors to make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodations would impose an undue hardship on the operation of our business and ensures that employment decisions are based only on valid job requirements.
JLL Human Experience team members are "experts who create value through lasting partnerships." At JLL, it is our goal to provide experiences that will be long remembered by our clients. We set the standard for superior experiences for our clients and our teams.
The Facility Ambassador is responsible for delivering exceptional client experience every day through enhanced engagement, proactive communication, and high touch service within a select portfolio of properties. The Facility Ambassador will be expected to increase the level of engagement and partnership between JLL, our service partners and our clients to provide superior service delivery while enhancing their individual personal and professional skills. This Client facing role provides the opportunity to combine your passion for service, brilliant people skills, and enthusiasm for creating a hospitality focused environment.
Key Responsibilities:
Developing and Maintaining Goals
Serve as the initial point of contact for all Client employee inquiries, issues, troubleshooting, complements, and feedback related to the services within the workplace, with the primary goal of positively impacting the care and comfort of Client employees and guests.
Ensure Facility Ambassador are executed in a manner consistent with the SLA's, standard processes, professional brand image and compliant with applicable local laws, rules and regulations.
Conduct routine walkthroughs and assessments of the soft service delivery to ensure compliance with service level agreements, policies and regulations, and performance metrics to ensure flawless execution and stable service delivery for the Client
Support data collection, analysis and reporting to ensure alignment with the Clients' goals and objectives
Strives to improve service performance
Achieves and exceeds goals including performance goals and team goals
Ensuring Exceptional Customer Service
Works collaboratively within the account team in the delivery of the services across all business lines (FM, Engineering, Transactions, Projects, etc.)
Intuitive service delivery, anticipating needs or concerns and exceeding client expectations
Builds meaningful lasting relationships with Client employees and guests, carrying a hospitality calling card
Visibly engaged and well known in the workplace; spends a minimum of two hours per day welcoming employees in the reception or employee entrances and walking floors to ensure Workspaces (offices, desk, conference rooms, mailroom, pantries, etc.) are stocked and maintained
Receives and responds to all requests or issues within one day of receipt, including a personal follow up to Client employees to ensure questions / requests are answered
Identify potential risks and escalate, as appropriate, to ensure no privacy breech, security incident or disruption to the Client's operations occur
Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices, new tools, process re-engineering and other ideas that provider service delivery efficiencies.
Perform additional job duties, as requested
Qualifications
Bachelor's degree or equivalent
3 - 5 years prior experience in hospitality, facility / property management, operations and/or knowledge of commercial real estate, preferred
Exceptional customer service skills with a passion for hospitality
Ability to manage multiple priorities and deliver results in a fast-paced environment
Highly collaborative with strong interpersonal skills and track record of excellent internal and external customer service
Ability to work independently - strong prioritization and time management skills
Excellent verbal and written communication skills with the ability to communicate professionally
Proficient skills in Microsoft Office Suite (Excel, Word, PowerPoint, Visio, and Outlook)
JLL Is an Equal Opportunity Employer JLL is committed to developing and maintaining a diverse workforce. JLL strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination without regard to race, color, religion, belief, creed, age, sex, pregnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran’s status, genetic information, trade union membership, social position, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law. The company also endeavors to make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodations would impose an undue hardship on the operation of our business and ensures that employment decisions are based only on valid job requirements.
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