Workplace Experience Enabler

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 behaviours.
A pivotal aspect of this role is active engagement and interfacing with the lines of business and occupants as the ultimate service recipients.
Transforming to the Workplace Team of the future
Creates Occupant Delight
Has a natural hospitality-orientated communications acumen
Embedded “Go To” trusted Workplace partner fostering all-level relationships
Understands business traits/ cadence/ needs
Deep Workplace & Surrounding area knowledge
Shares observations regarding any misalignment to nudge behaviours (incl. data from Workplace Delivery team)
Single Point of Contact for issues resolution & workplace change within space
Problem solves & Resets space on the fly
Acts as basic “counsel” regarding space needs/options as per Workplace Standards
Introduce technology and digital platforms to enable Workplace Experience team to be mobile and present on the occupant floors
Develop an active and visible Workplace Experience Team
Be part of a highly proactive, responsive, dynamic and agile team
Establish direct relationship with the client business units and their neighbourhood community, understand their issues, display confidence and satisfy needs and requirements of all requests
Liaise between amenities team & facilities for event setup logistics
Engage floor user by conducting data analysis
Escalate facilities issues to management team when necessary
Consolidate feedback to management team regularly for ongoing improvement implementation
Participate in ad-hoc projects when required
I am a Community Ambassador
I own my floor/s and take personal responsibility for everyone and everything on my floor/s
If the water in the water dispenser is low, I top it up I don’t need to call amenities team, I am empowered, I am trained to do some F&B tasks. I am the doer of everything on the floor. If there are coffee marks on pantry table, I clean it by myself immediately and do not need to wait for cleaning lady. I am the doer of everything on the floor
I know each person by name, what they do and what community they belong too. If a new person commences I greet them and help them settle into their new working environment
If something needs repairing, I arrange it with my colleagues in facilities and I ensure it is repaired correctly. If the washrooms need attending, I know about it immediately and get things sorted out
I am mobile, I do not have a work station, I don’t need one as I am always on the floor with my community. I have a tablet to communicate with and log tickets when required
You will mostly find me in the community lounge helping with services with the tea lady, mingling with community members and also ensuring everything is available, cups / glasses etc. are ready for use, and generally everything is clean and tidy
I report to the Workplace Experience Location Lead who ensures I have all the backup I need
I work with amenities team when there are event host on my floor to ensure the venue is clean and tidy before/after event
By observing behaviour of my community, I share my ideas to facilities and other supporting teams in order to improve the working environment
Client/Stakeholder Management (in support of the Workplace Lead)
Pro-actively develop and manage Client relationships ensuring that expected service levels are achieved
Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators
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
Proactively manage the team to deliver Delight
Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members and on-site Vendors
Operations Management
Must be customer focused and be proactive in establishing customer relationships
Responsible and accountable for all service request
Ensure service deliverables are met with SLA and KPI
Work with all related parties on timely delivery of all services
Be responsible for all clients within designated area
Problem solves & Resets space on the fly
When necessary raise risks to Workplace Location Lead for further investigation
Embedded “Go To” trusted