Community Host

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Community Host

Job Description Summary

Community Hosts are a high-touch workplace experience team providing proactive service to foster staff engagement and improve employee productivity and experience. Community Hosts are the heart of our Workplace; They are experience curators creating moments of delight and care through memorable anticipatory and personalized human interactions. They play a pivotal part in delivering on the promise oftwice the experience.

Job Description: Community Host

Community Hosts are a high-touch workplace experience team providing proactive service to foster staff engagement and improve employee productivity and experience. Community Hosts are the heart of our Workplace; They are experience curators creating moments of delight and care through memorable anticipatory and personalized human interactions. They play a pivotal part in delivering on the promise oftwice the experience

Community Hosts are the workplace experience ambassadors responsible for initiatives and programs to curate an engaging workplace and employee experience. They are focused on community and collaboration with a key focus on fostering business & employee engagement and wellbeing. Community Hosts make the office the great place to get work done collaborate and innovate with colleagues. They take ownership of the workplace by making sure they have happy customers and visitors in their community.

Community Hostsmust be passionate about customer service and willing to go the extra mile to assiststaff and are brand ambassadors for JLL and our client; they need to be confident in engaging with new customers and build relationships with existing ones providing real-time and anecdotal insights and business feedback to improve and make the portfolio more efficient and space more effective.

The key focus for this role will be to create a single and visual point of contact for employees and customers and to act as the primary interface between the internal operations and customers.

What this role involves - Key responsibilities

• Proactive premises inspections and floor walks(including internal meeting rooms pantry social areas); all areas shall be clean orderly and ready to use throughout the day

• Proactively raise work ordersand provide frequent status updates to respective users. This includesraising any cleanliness issues(i.e. replenishment of hand sanitiser desk wipes)

• The main point of contact for general enquiries escalations and feedback responsible for status updates to end-user and ensuring prompt effective resolution where necessary and expectations are consistently exceeded

• Regularly monitor customer feedbackand produce an appropriate action plan based on the results

• Own your operational spaceto ensure a fantastic Service Journey for customers within your location

• Ensure allsignages and messagesare current and relevant including placing place outage notices and AOB

• Ensurewayfindingand zoning maps are up to date andsupport collection of internal occupancy data

• Supportand promote ABW / FWN.Proactively communicateFWN / ABW etiquette and protocolsand nudge respective behaviours. Report feedback and managebehavioural trends

INTERNAL

• Locker Management SupportIncluding issuing lockers for new joiners or staff relocations; reclaiming lockers; review of ongoing utilization; and support reactive checks / clearance with a Security Officer or Floor Administrator

• Ensure all desks are ready and available for colleagues each morning; proactively support and promote clean and clear desk practices and enable desk sweeps where appropriate. Support lost and found activities

• Operationallysupport change management activitiesthroughout the workplace & project lifecycle including post move support meetings post move communications signages locker and storage management floor orientations

• Ensure that all agreed service objectivesare met in line with client expectations

• Hostregular business engagementsessions to fully understand business needs and work profiles to support the successful adoption of hybrid working and share insights of how their teams are using the space.

• Maintain an effective business relationshipwith the client and end users by understanding their needs and transferring these into the location where possible.Be the face of the Workplace/ Property team

• based on their needs to provide a personalised level of service. High level of visibility to staff

• Stay current on relevant EUS technologyin the workplace and attend trainings to be able to effectively assist end-users with any queries.Assist with AV VC and other technology inquiries.Host end-user training when necessary

• Host and promoteemployee engagement events; including lunch & learns wellness activities hobby clubs etc...

• Activate promote wellbeing fitness and recreation agendain alignment with regional agenda and initiatives (assist with booking and inquires)

• Assist withinternal communicationsincluding cascading relevant information promoting success stories managing local pages on intranet insuring distribution lists are kept up to date supporting townhalls

• Support employees wherever they are-e.g. host virtual engagement eventsassist and cascade home working related inquiries checking in on home workers communicating key information activities and announcements

• Welcome new joinersand provide in person or virtual orientation tours/ supporting documentation and media

• Ensure full statutory and operational complianceis achieved in line with contract KPIs

• Be aware of changing needs of customersand adjust the service accordingly in line with global standards

• Ensure compliance with H&S processes and procedures including internal and external audits

• Provide an excellent standard of client service

Other responsibilities are location dependent and include (but not limited to):

• Support and manage the meeting room booking system. Ensure booking system is up to date details for rooms are correct assist with any booking inquiries and liaising with supporting teams if necessary

• Manage the desk booking systemin the role of concierge (super user) for a specified zone or premisesand support and assist with space capacity issues. Manage and implement QR codes where necessary

• Ensure seamless communication with hospitality/ GRH teamsfor any internal and external meetings or events

• Ensure centralised utility room suppliesof stationery and printer toner are stocked with required items

• Ensure vending areas social hub and pantry areasare always appropriately stocked with required items

• Support community wall spacesSupport businesses as required for periodic non-frequent clean up activities.

Help clear meeting roombrainstorm surfaces / whiteboards -(where not used as a Project Space)

• Support and coordinateinternal events working with Hospitality and required vendors as appropriate

• Support thehealth and safetyfunction where required with virtual ergonomic assessments e.g. dedicated training and protocols to be followed

• Provide admin and financial supportas and when required

• Provide written reports and quality data as required

• Any other reasonable requests

Qualifications and skills

• Fluent in the English languagewritten and oral

• You are passionate about people providing them with great experiences. A natural people person with exceptional Customer Service skills and attuned to customer needs

• Has strong relationship building skills to be able to get to know understand and respond to the needs of our staff and customers

• Excellent verbal and written communication skills with the ability to communicate professionally and effectively

• Proficient skills in Microsoft Office Suite (Excel Work PowerPoint Visio Outlook Teams SharePoint and Access)

• Previous Hospitality/ co working experience is preferred- minimum 3 years. Previous events experience favoured

• High attention to detail

• Flexible and proactive; Comfortable working in a fast-paced environment

• Strong problem-solving skills with the ability to react quickly and decisively when faced with a problem or issue

• Strong team player with a commitment to support their colleagues

• Ability to work under pressure and to tight deadlines

• Exceptionally organised and skilled in multi-tasking with outstanding time management skills

• High level of grooming standards

• Proven track record of achievement

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If this job description resonates with you we encourage you to apply even if you dont meet all the requirements. Were 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.

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