JLL supports the Whole You, personally and professionally.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
Job Summary
The Workplace 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 Ambassador will be expected to increase the level of engagement and partnership between JLL, 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 workplace environment
Job Responsibilities
Serve as an onsite Experience Services contact for client employee inquiries, issues, troubleshooting, 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
Recognize opportunities in the workplace experience and creates programming to reduce friction for client’s employees
Be the subject matter expert of the workplace, putting colleagues and their visitors at the heart of you do.
Support colleagues to ensure they have an exceptional customer experience from pre-arrival, on arrival and departure.
Facilitate engagement with other work support functions ( IT/AV etc) to be a single point of contact for colleagues
Ensure Experience/Ambassador Services are executed in a manner consistent with the SLA’s, standard processes, professional brand image and compliant with applicable local laws, rules, and regulations
Daily floor walks, proactively engaging with client colleagues looking for opportunities to help and reinforce right Work behaviors. Logging observations and any work orders via the app.
Briefs leadership on key local developments and seizes opportunities to play a role in the execution of the client workplace strategy.
Deliver building induction/refresher training to all colleagues to ensure they get the most of the workplace during their visit. An excellent opportunity to get to know them and for them to get to know you!
Engage with business change champions on new projects/business demands, changes and any up and coming projects.
Floor walks, checking on utilization of desks and meeting rooms, ensuring they are being used in the spirit of Future of Work, where not challenge and educate with the support of business workplace champions where necessary
Understand your customer individual and business needs with regard to their work activity: collaboration spaces, “me” work
Supports data collection, analysis and reporting to ensure alignment with the clients’ goals and objectives
Achieve and exceeds goals including performance goals, team goals and client’s goals and objectives
Carries culture card as a tangible representation of values, standards, and principles to ensure memorable experiences
Strive to continually improve Experience Service performance
Ensuring Exceptional Service
Works collaboratively within the account team in the integrated delivery of Experience Services across all workstreams.
Understand role and the business profiles within your workplace, how do they work? What do they need and how can you better support them?
Be the communication bridge between colleagues, businesses and the local and regional Corporate Services teams (FM/Workplace)
Through building your network of stakeholders capture and record feedback. Communicate positive behaviours to demonstrate to others
Builds meaningful lasting relationships with client employees and guests for intuitive service delivery, anticipating needs or concerns to exceed client expectations
Visibly engaged and well known in the workplace
Conduct routine walkthroughs and assessments of the workspace and soft services delivery to ensure compliance with service level agreements, policies and regulations, and performance metrics to provide flawless execution and stable service delivery for the client
Receives and responds to all requests or issues within a specific period of time, including a personal follow up to client employees to ensure timely responses to questions / requests
Partners with soft services providers to establish and continually reinforce the expectation of service excellence to create value for the client (food services, mailroom, etc.)
Assistance and flexibility with client events and catering as needed to ensure flawless delivery
Serve as training center concierge for internal/external events
Assists with third party vendor relationships and service partners to provide maximum service delivery
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 provide service delivery efficiencies
Identify potential risks and escalate, as appropriate, to ensure no privacy breech, security incident or disruption to client’s operations occur
Provide operational excellence through administrative support as well as work order management
Perform additional job duties, as requested
Qualifications
Bachelor’s degree or equivalent
2-4 years minimum prior relevant experience in hospitality, facility / property management, building operations and/or knowledge of commercial real estate, preferred
Exceptional customer service skills and professionalism with a passion for hospitality
Highly collaborative with strong interpersonal skills and track record of excellent internal and external customer service
Excellent verbal and written communication skills with the ability to communicate professionally
Excellent organizational skills and process management
Ability to work independently – strong prioritization and time management skills
Ability to work with diverse teams – lead by example; respectful, cooperative, accountable
Ability to manage multiple priorities and deliver results in a fast-paced environment
Ability to quickly adapt to new devices, technology, and applications
Proficient in Microsoft Office Suite (Teams, Excel, PowerPoint, Word, OneNote, Outlook)
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
About JLL –
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
