Service Ambassador

6 months ago

Bengaluru Karnataka, India JLL Full time

JLL supports the Whole You, personally and professionally.

Service Ambassador
Work Dynamics

**What this job involves**:
The Service Ambassador actively manages and coordinates the delivery of the “World’s Best Workplace” on office floors and cafeteria floors across all Service lines;
a) Is responsible for providing customer service & assisting people.
b) He/she is a primary point of contact for people who are seeking information, service, & assistance. The information must be communicated effectively at all given time.
c) It is the responsibility of the Service Ambassador to work with concerned teams and maintain the cleanliness, safety, and overall appearance of the assigned area.
d) Inform & suggest best available options to the people in respective center & in events and guide them to the concerned teams.
e) Assisting professionals with a right sized meeting room depending on room size and number of people.

**Key Responsibilities**:

- Facilitate unassigned seating, ensure its effectiveness and allow for long term success;
- Build a greater sense of community and stakeholder engagement;
- Act as owner of the space across all stakeholder groups;
- Make decisions, guide behaviour, pilot adjustments and escalate issues and
- Be personable and get to know individuals.

**Ownership and Stakeholder Management**:
- Act as an owner of the space across all services provided;
- Be personable and get to know the residents of the floor and maintain an open dialogue;
- Be receptive to feedback, share it and action it;
- Be an advocate for innovation, recommend enhancements to the workplace and look for opportunities to improve collaboration;
- Be empowered to make decisions, guide behaviour, and escalate issues;
- Tailor tea point experiences to audiences where appropriate as directed by the client;
- Look out for tailgaters or anything suspicious;
- Conducts observational studies and issues surveys;
- Collect feedback from the employees.
- Issue monthly summary of utilization, feedback and events;
- Organise events;
- Keep a log of initiatives - provide an opportunity for the employees to share ideas on how increase collaboration, facilitate community events (eg. informal talks, coffee break discussions, collaborative events, lunch and learn sessions in the common areas); and
- Maintain up to date Floor Ambassador Files (orientation, signage, etc.) in a central repository, i.e., SharePoint.

**Residence and Visitor Services**:
- Build a sense of community and purpose; plans events and activities to bring everybody together;
- Assist individuals to find a work station;
- Proactively reach out to visitors to prepare them for the experience (e.g. finding a seat, pull printing, headsets, drawers, etc.);
- Assist team administrators with briefing of new arrivals/leavers, (hires, visitors, contingents, consultants etc.) on how to Flex Work (distributes/collects all kit, assigns lockers and provides floor orientation);
- Be aware of all important on-floor meetings and events and checks to make sure set-up and space is ready in advance and make sure it runs smoothly; and
- Potentially provide ‘concierge’ services above and beyond the normal course of duty.

**Floor Aesthetics and Organization**:
- Manage floor aesthetics and organization and ensure that quality of the floor does not degrade over time;
- Proactively address items left in communal space/pantry/mud-room and tidies up;
- Be the champion for clean desk policy/guidelines and works with stakeholders to actively manage;
- Remove any personal belongings left overnight and not cleared by cleaning Personnel;
- Make sure items are clearly labelled and place in lost and found;
- Own the floor’s lost and found bin where items left on desk are placed; periodically cleans out and seeks to return items to known owners;
- Reset desks and conference room set-ups to make sure they are “set”;
- Manage meeting room conflicts and enforces or encourages meeting room etiquette;
- Manage floor filing and locker space for individuals and departments;
- Conduct morning floor checks.

**Floor Cleanliness**:
- Continually audits cleanliness of floor and add addresses issues immediately;
- Make changes to cleaning schedule / routine to address repeated issues / areas;
- Actively manage whiteboards / bulletin boards and works with stakeholders to make sure content is not left up longer than required; and

**Asset Sustainment and Help Desk Ticket Management**:
- Submit helpdesk ticket for issues identified and updates signage;
- Proactively punch-lists floor on regular basis to identify further issues;
- Call out repeat issues and works with helpdesk to address with long term solution;
- Loop into all helpdesk tickets originating from residents on floor;
- Actively manage list of outstanding tickets not resolved same day;
- Check floor TVs and way finding screens to ensure they are functional;
- Manage inventories of kit for residents including headsets and coffee mugs a

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