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Guest Services Ambassador - Team Lead

Headline Responsibilities

Reporting directly to the JLL Events and Hospitality Guest Service Ambassador Manager, the GSA Team Lead will provide solid support to the operation and execution of reception and guest experience as a whole.  The right person will provide a first class example for our reception team to follow and will make our customers feel welcome, comfortable every time they visit us.  This person will need to work collectively as a team and show a passionate understanding of our guests’ needs and requirements, striving to exceed expectations wherever possible.

Leadership

• Be accountable for the day to day execution of all Guest Services operations (including the lobby space & reception desks)
• Proactively be ‘in the know’ of events happening that affect guest experience 
• Ensure GSA team are knowledgeable about the business, local area and activities happening to be able to share in conversation or when asked 
• Ensure GSA Team deliver service as per Salesforce expectations & processes 
• Book training where necessary for all team members, ensuring a high level of customer service, writing style, communication style and inclusion/diversity
• Ensure GSAs are cross trained and have a good level of flexibility whichever role or task that need to cover each day
• Be accountable for the execution of pre-registering & checking in all external visitors as per global/regional processes (including H&S and Security protocols)
• Drive the education & communication of guest services processes locally to the wider business 
• Proactively drive initiatives and partake in the development of enhancing customer experience 
• Plan & manage holiday/authorised absence & last minute absence as needed 
• Actively track data & report where required  
• Manage Lobby Hosts, ensuring they executive a fantastic first impression 
• Team scheduling & overall management
• Deep understanding of the Sign - in Enterprise and the Internal ticketing system, proactively driving best practises, feedback, development and implementation of enhancements as required 
• Proactively contribute to regional/global best practises and processes providing specialist knowledge where necessary 
• Ensure efficient cloakroom management 
• Ensure lobby space and reception desks are presentable and show ready at all times 
• Be the point of escalation where required 

Self Presentation

• Adhere to global dress code standard and remain smart/polished at all times
• Ensure professional personal presentation at all times (including body language etc.)
• Exude a friendly, smiley and bubbly demeanour to every visitor

Presentation of Reception & Extended area

• Reception desk to have a minimalistic look and be free from clutter
• Waiting area to be as per global standard and immaculately presented

• Suitable literature on coffee tables if required/approved 
• Maintain organisation and cleanliness of cloakroom & any allocated storage spaces 

Internal & External Customer Relationship Management: 

• Build strong and lasting rapport with internal and external customers on all levels of seniority (ie. EAs, AEs, VPs, suppliers, vendors, customers etc.)
• Actively recognise returning visitors
• Be a point of contact for all WPS teams and for key IBPs including techforce, security, health & safety etc.

Security

• Adhere to strict corporate security policies at all times
• Build strong working relationship with on site security agents 
• Issue temporary passes as per security process
• Promote the importance and process of Security rules and procedures

Administration/Other:

• Accurately follow process for pre-registering visitors
• Utilise multiple resources to respond to general enquiries 
• Have an understanding of Client products and the direction of growth for 
• Participate in company initiatives
• Maintain a flexible approach to change in line with business demand and an ever developing company
• Adhere to ad hoc requests as outlined by the Workplace Services Management team 

Qualifications:

• Hospitality/Retail/ Large Reception experience 
• People management experience essential 
• Strong Customer service background in a fast paced environment 
• Intermediate-advanced IT skills (G-mail and Google docs preferred but not essential)
• Fluent English essential

Interpersonal skills:

• Passionate attitude for Customer service

• Friendly, helpful and willing to go the extra mile to help meet our customer’s needs
• Able to prioritise effectively

• Proactive and positive attitude
• Team player & problem solver 
• Excellent interpersonal and communication skills, including understanding for the use of confidentiality and diplomacy
• Excellent multi-tasking, project management and organisational skills
• Ability to work in a fast-paced environment and meet deadlines
• Strong lead by example attitude 

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If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re 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 you're pursuing.

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