Workplace Ambassador-2

JLL supports the Whole You, personally and professionally.

Workplace Ambassador

Corporate Solutions

**What this job involves**:
Overall Role
This position is responsible for creating “Delight” by breeding a Customer-Centric Experience for Occupants and Guests within assigned portfolio, with the focus on providing outstanding Experience in the Workplace.

The role acts as an embedded point of contact for the Client Global Real Estate (“GRE”) team regarding Workplace activities at a Site level, and supports account initiatives by driving consistent implementation and delivery through nudge behaviors.

A pivotal aspect of this role is active engagement and interfacing with the lines of business and occupants as the ultimate service recipients.

MAJOR RESPONSIBILITIES
Transforming to the Workspace Team of the future
Creates Occupant Delight

Has a natural hospitality-orientated communications acumen

Embedded “Go To” trusted Workspace partner fostering all-level relationships

Understands business traits/ cadence/ needs

Deep Workspace & Surrounding area knowledge

Shares observations regarding any misalignment to nudge behaviors to workspace assistant manager

Single Point of Contact for issues resolution & Workspace change within allocated floors

Problem solves & Resets space on the fly

Acts as basic “counsel” regarding space needs/options as per Workspace Standards

Be part of a highly proactive, responsive, dynamic and agile team

Establish direct relationship with the client business units and their neighborhood community, understand their issues, display confidence and satisfy needs and requirements of all requests

Escalate facilities issues to assistant manager when necessary

Participate in ad-hoc projects when required

Client/Stakeholder Management
Deliver an exceptional quality of service to the Client, as reflected by Client feedback

Actively recover feedback from the end user

Leadership / Staff Management
Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success

Operations Management
Conduct floor rounds covering all employee touch points and ensure all proactive observations are raised

Be present of allocated floors including lobby to interact with employees and promote firm’s agenda

Connect with employees on a day to basis and develop an connect to drive feedback

Encourage the employees to share their feedback on the firm provided tool

Plan and execute employee engagement events

Responsible and accountable for all service request

Ensure service deliverables are met with SLA and KPI

Record utilization of social spaces present on allocated floors

Coordinate with different service partners to ensure all concerns are closed on time

Must be customer focused and be proactive in establishing customer relationships

Solves all concerns and reset spaces on the go

When necessary raise risks to assistant manager

Establish direct relationship with the client business units and their neighborhood community, understand their issues, display confidence and satisfy needs and requirements of all requests

Continuous Improvement implementation

Acts as basic “counsel” regarding space needs/options as per Workspace Standards

Ensure the delivery of all operational requirements as per the client scope of works across site

Oversee office premises and delivery of hospitality services for users

Provide administrative support of issuing work order to vendors as and when required

Escalate facilities issues to management team when necessary

Participate in ad-hoc projects when required

Proactively follow up any survey platform on sites to ensure all requests/complaints are being addressed in a timely manner

**CANDIDATE SPECIFICATION**: KEY SELECTION CRITERIA

Ideal Experience
Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements

Strong analytical, organization and administration skills

An added benefit would be a Bachelor’s degree/ Degree in Hotel Management, business or other related field;
Excellent communication verbal and written 0 - 3 years’ experience - Hospitality / Flight Aviation / Events Management / Serviced Office

Must be customer focused and be proactive in establishing customer relationships

Proven ability to function effectively as part of a team

Proven ability to initiate and follow with improvement initiatives, create opportunities for efficiencies and process amendments

Ability to stand for long periods of time

Ability to effectively communicate and interact with all levels of people

Critical Competencies for Success (with corresponding ‘I am JLL behaviors)

Client Focus & Relationship Management - ‘I Value my Customers’
Demonstrates proactive & professional approach to customer service and stakeholder engagement

Has a natural hospitality-orientated communications acumen

Ability to interact with a wide range of client staf