TitleColleague HostBusiness Unit /AccountWorkplace Experience / Facilities Management – Work DynamicsReporting toWorkplace Event Manager/Workplace Experience Lead/Site LeadAt JLL, our goal is to provide workplace experiences that will be long remembered by our clients. This client facing role provides the opportunity to combine your passion for service, brilliant people skills, and enthusiasm for creating a hospitality focused workplace. The role is client facing and candidates must exhibit exceptional customer service, presentation and communication skills across all levels of the business including the C-suite, VIPs, and our colleagues.
Overall Role
The Colleague Host is responsible for delivering a memorable colleague and visitor experience every day through face-to-face engagement, proactive communication, and exceptional customer service.The Colleague Hosts provide friendly, knowledgeable, and courteous first impressions to Colleagues and are an essential part of the OurWorkplace team. The role of the Colleague Host is to build trusted, valued relationships with every interaction. This role showcases the great work carried out across all Workplace service lines whilst gathering and addressing feedback from clients whether negative or positive.The Colleague Host own service delivery and operations in their areas of responsibility, proactively anticipating the needs of clients and visitors ensuring a seamless consistent level of service is provided at every user touchpoint.I am an upbeat individual with integrity and a can-do attitude. I am passionate about delivering an exceptional level of service and take responsibility how our services are seen in the eyes of my customers. I am a team player, always the first to offer help to colleagues. I have an incredible ability to spark an immediate rapport with visitors and colleagues alike. I like to build relationships quickly but also retain key information to strengthen and personalise those relationships. I look for innovative ways to improve efficiencies within the workplace and enhance client experiences, whilst showing I am flexible and adaptable to business needs. I enjoy managing my own tasks and responsibilities and working to deadlines to deliver for the people around me.
Exceptional Experience Standards
- I foster a sense of community by building lasting and meaningful relationships with our customers
- I am committed to safety, sustainability, and wellbeing
- I transform problems into opportunities
- I innovate to be one step ahead
- I innovative in event management
Duties & Responsibilities
Primary tasks and objectives
- Provide a memorable and exceptional workplace experience to all visitors and colleagues, delivering unexpected moments of inspired customer service
- Take ownership of all services that support our colleagues within the workplace
- Build relationships with key stakeholders and encourage interactions between colleagues and OurWorkplace teams
- Understand the needs and wants of the business or business units you support
- Create a workplace culture that demonstrates our values while supporting and leading our colleagues through our new workplace environment(s).
Customer Service & Communications
- Build a sense of community and purpose by driving colleague engagement and creating an environment that attracts and retains high-performing talent.
- Ownership of all interactions and queries, dealing with those that fall within Colleague Host responsibility until completion.
- Support and assist colleagues within the workplace, demonstrating ownership of all interactions and queries.
- Aid in creation of an environment that establishes our clients as the workplace of choice that others look to emulate.
- Proactive approach to office requirements and needs, anticipating future needs when the opportunity presents itself.
- Receive and respond to all requests (verbal, Teams, Yammer, or email) or issues within one day of receipt.
- Lead the implementation of engagement campaigns by identifying local partners to engage with and promote awareness of the campaigns
- Ownership & support of site-specific information on Workplace Experience app and office guides.
- Ability to communicate effectively through digital platforms (e.g. Yammer, digital displays, signage, etc)
- Identify and prioritise urgent requests, communicating with clients and OurWorkplace team ensuring quick, efficient reaction and seamless service.
- Listen and leverage information to understand what our clients and colleagues truly desire, empowered to escalate this feedback to develop our service.
- Always consider our service view from customers eyes
- Adaptable, open to change and passionate about innovation - a growth mindset.
- Visibly engaged and well known in the workplace; always looking for opportunities to develop relationships and elevate the colleague experience.
- Foster positive experiences that drive colleague engagement and improve the workplace service and experience.
- Willingness and ability to complete tasks, including flexibly managing requests and prioritising the most important ones.
- Aim to bring the voice of our customers and clients into the workplace.
- Adhoc duties as required.
Workplace Management
- Conduct daily site checklist(s) identifying and recording defects, following up until completion.
- Ownership of H&S in your areas of responsibility, reporting, escalating, and making safe any dangerous conditions immediately
- Checking and audit of all workspaces, and collaboration spaces, and ensure they are in ‘ready-to-use’ condition whenever unoccupied throughout the workday
- Confirm office equipment is in good working condition. Otherwise, report and rectify immediately
- Liaise and work collaboratively with colleagues (Workplace, Engineering, Project Mgmt.) and vendors to support the functionality of the workspace.
- Ensure services are delivered within SLA’s and compliant with applicable laws, rules and regulations.
- Consolidate all workplace related issues and identify areas for quick improvement.
- Optimise operational touchpoints by shaping environments to be more productive to benefit all colleagues and visitors
- Assist individuals in finding a workspace when required and use of desk/locker booking technology
- 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
- Manage all enquiries and issues tactfully and confidently
- Stationery management and ordering.
- Support with tours of the workplace explaining the facilities available
Meeting Room Booking Management
- Prepare meeting rooms for our visitors and colleagues ensuring each room is clean and well maintained and in good working order
- Create relationship and liaise with the service partner teams so meeting rooms and designated areas are kept clean, tidy and well maintained at all times.
- Liaise with the appropriate team (IT, communication, audio/video, etc) ensuring that the technology within these rooms operates efficiently and without any problems.
- Competent on all meeting room equipment and offer first fix assistance with IT/AV issues.
- Where applicable, liaise with the hospitality / catering team for any food and refreshments requested by the host / client.
- Assist with meeting room booking requests, proactively identifying the best space for the required needs and wants and reassigning when required.
- Attention to detail when taking bookings, ensuring full details are collected from the host.
Administrative Duties
- Auditing and tracking of ongoing issues and concerns
- Proactive and reactive assignment to workplace requests and concerns
- Report creation of reoccurring issues or concerns for resolution
- Administer workplace policies (clean desk, appropriate use of space, etc.)
- Additional duties as assigned by Workplace Site/Experience Lead
Event Management
- Develop event concepts, timelines, and budgets, and manage all logistical aspects like venue selection, catering, decor, and staffing
- Oversee event setup, manage staff and volunteer, and ensure smooth execution on the day of the event.
- Gather feedback from attendees and stakeholders, analyse event performance, and identify areas for improvement
- Gathered Feedback to share with internal workplace team and follow up until rectified
Hours of Operation –
- Role is required for 54 hours per week
- Main business days are Monday through Saturday
- Standard shifts will range between 7am-4pm and 1pm -10pm
- Business coverage requirements may change
- Overtime or extra shifts are dependent upon business levels
Experience
Candidate Qualifications - graduate, hotel/aviation,IFM
- 1 – 3 years prior experience in hospitality, tourism, events operations property management, or related profession
- Experience in a corporate environment/hotel/IFM is preferred, but not essential.
Skills
- A proactive can-do approach looking for opportunities to work smarter
- Excellent verbal and written communication skills, ability to communicate professionally at all levels
- Strong interpersonal skills, engaging and highly collaborative
- Meticulous with strong organizational and time management skills
- Proficiency with Microsoft Office (Excel, Word, PowerPoint, Planner, Power Apps, and Outlook)
- Customer focused mentality with a passion for hospitality
- Experience with Yammer or Teams or other communication platforms is a plus
What this job involves:
Serving on the front lines of customer serviceAre you a people person who can make daily interactions such a breeze?In this role, you’ll oversee one of the busiest places in the office. The Colleague Host is responsible for delivering a memorable colleague and visitor experience every day through face-to-face engagement, proactive communication, and exceptional customer service. The Colleague Hosts provide friendly, knowledgeable, and courteous first impressions to Colleagues and are an essential part of the OurWorkplace team. The role of the Colleague Host is to build trusted, valued relationships with every interaction. This role showcases the great work carried out across all Workplace service lines whilst gathering and addressing feedback from clients whether negative or positive. The Colleague Host own service delivery and operations in their areas of responsibility, proactively anticipating the needs of clients and visitors ensuring a seamless consistent level of service is provided at every user touchpoint.Throughout the day, you will also handle all incoming and outgoing calls, including distribution. Therefore, it is essential to remain professional and polite in the way you present yourself, from appearance to behaviour.Being at the heart of the businessThe Host Team maintains the cleanliness and functionality of the building throughout the day. They conduct daily inspections to ensure that technology and lighting in shared and bookable spaces are in working order and submit repair work requests when necessary.Other responsibilities you will take care of include contributing to the monthly management report for the client and participating in emergency evacuation procedures. As needed, you’ll also take part in managing conference/board rooms, events, visitis,flower arrangement coordination, and others.The Host Team provides building tours to colleagues, new starters, and visitors. These comprehensive tours showcase the building's key highlights, including the welcome area, staff café, meeting rooms, flexible spaces, and crucial support services like the hub and post room. Additionally, visitors will be introduced to the range of physical and mental well-being spaces available within the building.
Sound like you? To apply you need to be:
A highly skilled professionalYou should be a graduate in any discipline and have 1 – 2 years prior experience in hospitality, tourism, events operations property management, or related profession. Proven experience with continuous improvement initiatives and client reporting is also vital for this role. If you’re familiar with occupational safety requirements matched with strong computer literacy and the ability to manage activities using different systems, then you might be the best fit for this job.A client service champA strong customer service focus is a pre-requisite of this job. Do you have unmatched people skills that can help you ease your interactions with a wide range of client staff—regardless of their level—and their demands? An outstanding multitasking talent also provides a perfect complement to your skill set.
What we can do for you:
At JLL, we make sure that you become the best version of yourself by helping you realise your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.
Apply today!
