Service Ambassador Lead

JLL empowers you to shape a brighter way.

Our people at JLL 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 youve got deep experience in commercial real estate skilled trades or technology or youre looking to apply your relevant experience to a new industry join our team as we help shape a brighter way forward.

Job Description

Responsibilities:

• Developing and implementing strategies to enhance the overall experience of occupants in the facility including employees guests and visitors.

• Develop and implement standard operating procedures to maintain cleanliness and hygiene standards.

• Manage and coordinate various soft services such as cleaning pest control and landscaping within the accounts portfolio & ensuring that these services are delivered to the expected standards and properly aligned with the needs of the organization and its occupants.

• Conduct daily routine walkthroughs and assessments of the soft services delivery to ensure ambassadors compliance with service level agreements policies and regulations and performance metrics to provide flawless execution and stable service delivery for the client

• Provide guidance training and support to team members ensuring high standards of performance and professionalism.

• Collaborate with external vendors and service providers for efficient delivery of soft services.

• Coordinate with internal teams to implement necessary improvements in soft services and human experience.

• Collaborating with various teams such as operations maintenance and service providers to ensure the seamless delivery of services aligned with occupant expectations.

• Building and maintaining strong relationships with occupants and stakeholders to understand their requirements and address any concerns or feedback.

• Monitor and evaluate the quality of services addressing any issues or concerns promptly and taking corrective actions when needed.

• Utilizing data and analytics to gain insights into occupant preferences trends and satisfaction levels and to make data-driven decisions identify opportunities for improvement.

• Proactively seeking opportunities for innovation and improvement in the human experience by staying updated with industry trends and best practices and leveraging technology and new strategies to continuously evolve and enhance occupant satisfaction and well-being.

• Implementing initiatives to enhance employee engagement and well-being within client premises such as wellness programs work-life balance initiatives diversity and inclusion efforts and ongoing training and development to create a positive and supportive workplace culture.

• Prepare and submit regular reports on facility and teams service performance including cleaning pest control and landscape maintenance.

• Lead a team of ambassadors by setting governance through audits and mystery shopping

• Ensure the upkeep of the teams attire and adhere to the established grooming standards.

• Strive to continually improve experience service performance

• 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

Event Management & Stakeholder Communication

• Track all event requests from initiation through completion maintaining detailed records and status updates

• Liaise with stakeholders throughout the event lifecycle providing timely updates on critical milestones

• Provide regular client updates on event progress changes and deliverables

• Coordinate with all parties (internal and external) to ensure successful event delivery

• Manage event timelines with clear accountability and milestone tracking

• Event Execution & Operations

• Support on-site events conferences promotions functions and briefings ensuring exceptional visitor experience

• Deliver end-to-end event support from pre-event planning through post-event analysis

• Supervise event setup and breakdown operations with attention to quality standards

• Monitor event progress and implement swift resolution for emerging challenges

• Ensure event locations are properly prepared and restored to pre-event condition

Procurement & Vendor Management

• Execute procurement activities for events

• Maintain high-performing vendor partnerships ensuring adherence to service level agreements

• Coordinate logistics for equipment supplies and resources to maximize efficiency and cost-effectiveness

• Audio Visual Coordination

• Ensure all AV equipment is operational and ready for use prior to event commencement

• Collaborate with AV support teams to validate functionality of all technical equipment

• Conduct pre-event AV testing to prevent technical disruptions during events

• Coordinate A/V resources and establish backup solutions and contingency protocols

• Stakeholder & Resource Coordination

• Ensure essential standby support personnel are on-site during events

• Facilitate collaboration with facilities management security catering and service provider teams

• Serve as central communication hub for all parties involved in event delivery

• Optimize staffing deployment including after-hours and weekend event support

• Account Management Support

• Support the Account Lead on client account management including reports and presentations for events

• Contribute to client-facing materials and documentation development

• Participate in account strategy discussions and relationship optimization activities

• Provide event-related insights to drive account growth and retention

• Process Development & Reporting

• Create and implement processes for event management and operational activities

• Develop standard operating procedures for event management delivery

• Utilize dashboards and reporting tools to provide data-driven insights on performance metrics

• Generate regular performance reports tracking KPIs and service delivery excellence

• Analyze data to identify improvement opportunities and strategic recommendations

• Compliance & Risk Management

• Ensure compliance with client security protocols and banking environment requirements

Being a JLL brand enforcer

Do you believe that first impressions last As the first person that our visitors will see its important that youre conscious of your professional imagealways feeling confident and looking your best (i.e. sticking to the dress code.)

Your commitment to our brand promise of client service would be befitting as you will deal with the varying demands of visitors and all your activities youll need to keep in mind that you follow the companys regulations and requirements.

Skilled on the job

You should be adept in front desk and back office processes with strong admin skills. Familiarity with occupational safety requirements and continuous improvement initiatives is also helpful for you to land this job. And if you can also match these abilities with a computer-savviness then you might be the one were looking for!

Requirement

• Mid-level experience from 4 to 5 star Hotel /Tier 2 Airline / F&B industry

• Semi-strategic role that will involve high-level planning and guiding the team towards an end to end successful operations

• Conduct training internal journey mapping audits to keep team in regular check of execution

• Help plan & support request required by BUs and ensure requirement are met at high standards

• Strong problem-solving skills and the ability to work well under pressure.

• Proven experience in a similar guest relations role within a corporate environment.

• Strong customer service and communication skills to effectively address guest concerns.

• Knowledge of facility management principles including cleaning pest control and landscape services.

• Excellent organizational and multitasking abilities to manage multiple soft services simultaneously.

• Strong leadership and team management skills with the ability to motivate and guide a diverse team.

Location:

If this job description resonates with you we encourage you to apply even if you dont meet all of the requirements. Were interested in getting to know you and what you bring to the table!

At JLL we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities we analyze your application for relevant skills experiences and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role yourepursuing.

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