Job Description

JLL supports the Whole You, personally and professionally.



Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you've got deep experience in commercial real estate, skilled trades, and technology, or you're looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.



Community Host



Summary



Community Hosts are a high-touch workplace experience team providing proactive service to foster staff engagement and improve employee productivity and experience. Community Hosts are the heart of our Workplace; They are experience curators, creating moments of delight and care through memorable, anticipatory and personalized human interactions. They play a pivotal part in delivering on the promise of twice the experience.

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Community Host



???Community Hosts are a high-touch workplace experience team providing proactive service to foster staff engagement and improve employee productivity and experience. Community Hosts are the heart of our Workplace; They are experience curators, creating moments of delight and care through memorable, anticipatory and personalized human interactions. They play a pivotal part in delivering on the promise of twice the experience



Community Hosts are the workplace experience ambassadors, responsible for initiatives and programs to curate an engaging workplace and employee experience. They are focused on community and collaboration with a key focus on fostering business & employee engagement and wellbeing. Community Hosts make the office the great place to get work done, collaborate and innovate with colleagues. They take ownership of the workplace by making sure they have happy customers and visitors in their community.



Community Hosts must be passionate about customer service and willing to go 'the extra mile' to assist staff and visitors. They are brand ambassadors for JLL and our client; they need to be confident in engaging with new customers and build relationships with existing ones, providing real-time and anecdotal insights and business feedback to improve and make the portfolio more efficient and space more effective.



The key focus for this role will be to create a single and visual point of contact for employees and customers and to act as the primary interface between the internal operations and customers.



What this role involves - Key responsibilities



Proactive premises inspections and floor walks (including internal meeting rooms, pantry, social areas); all areas shall be clean, orderly, and ready to use throughout the day



Proactively raise work orders and provide frequent status updates to respective users. This includes raising any cleanliness issues (i.e. replenishment of hand sanitiser, desk wipes)



The main point of contact for general enquiries, escalations, and feedback, responsible for status updates to end-user and ensuring prompt, effective resolution where necessary and expectations are consistently exceeded



Regularly monitor customer feedback and produce an appropriate action plan based on the results



Own your operational space to ensure a fantastic Service Journey for customers within your location



Ensure all signages and messages are current and relevant, including placing place outage notices and AOB



Ensure wayfinding and zoning maps are up to date and support collection of internal occupancy data



Support and promote ABW / FWN. Proactively communicate FWN / ABW etiquette and protocols and nudge respective behaviours. Report, feedback and manage behavioural trends



INTERNAL



Locker Management Support - Including issuing lockers for new joiners or staff relocations; reclaiming lockers; review of ongoing utilization; and support reactive checks / clearance with a Security Officer or Floor Administrator



Ensure all desks are ready and available for colleagues each morning; proactively support and promote clean and clear desk practices and enable desk sweeps where appropriate. Support lost and found activities



Operationally support change management activities throughout the workplace & project lifecycle, including post move support meetings, post move communications, signages, locker and storage management, floor orientations



Ensure that all agreed service objectives are met in line with client expectations



Host regular business engagement sessions to fully understand business needs and work profiles to support the successful adoption of hybrid working and share insights of how their teams are using the space.



Maintain an effective business relationship with the client and end users by understanding their needs and transferring these into the location where possible. Be the face of the Workplace/ Property team



based on their needs to provide a personalised level of service. High level of visibility to staff



Stay current on relevant EUS technology in the workplace and attend trainings to be able to effectively assist end-users with any queries. Assist with AV, VC and other technology inquiries. Host end-user training when necessary



Host and promote employee engagement events; including lunch & learns, wellness activities, hobby clubs etc...



Activate, promote wellbeing, fitness and recreation agenda in alignment with regional agenda and initiatives (assist with booking and inquires)



Assist with internal communications including cascading relevant information, promoting success stories, managing local pages on intranet, insuring distribution lists are kept up to date, supporting townhalls



Support employees wherever they are- e.g. host virtual engagement events, assist and cascade home working related inquiries, checking in on home workers, communicating key information, activities and announcements



Welcome new joiners and provide in person or virtual orientation tours/ supporting documentation and media



Ensure full statutory and operational compliance is achieved in line with contract KPI's



Be aware of changing needs of customers and adjust the service accordingly in line with global standards



Ensure compliance with H&S processes and procedures, including internal and external audits



Provide an excellent standard of client service



Other responsibilities are location dependent and include (but not limited to):



Support and manage the meeting room booking system. Ensure booking system is up to date, details for rooms are correct, assist with any booking inquiries and liaising with supporting teams if necessary



Manage the desk booking system in the role of concierge (super user) for a specified zone or premises and support and assist with space capacity issues. Manage and implement QR codes where necessary



Ensure seamless communication with hospitality/ GRH teams for any internal and external meetings or events



Ensure centralised utility room supplies of stationery and printer toner are stocked with required items



Ensure vending areas, social hub and pantry areas are always appropriately stocked with required items



Support community wall spaces -Support businesses as required for periodic non-frequent clean up activities.



Help clear meeting room brainstorm surfaces / whiteboards - (where not used as a Project Space)



Support and coordinate internal events, working with Hospitality and required vendors as appropriate



Support the health and safety function where required with virtual ergonomic assessments, e.g. dedicated training and protocols to be followed



Provide admin and financial support as and when required



Provide written reports and quality data as required



Any other reasonable requests



Qualifications and skills



Fluent in the English language - written and oral



You are passionate about people, providing them with great experiences. A natural "people person" with exceptional Customer Service skills and attuned to customer needs



Has strong relationship building skills to be able to get to know, understand and respond to the needs of our staff and customers



Excellent verbal and written communication skills with the ability to communicate professionally and effectively



Proficient skills in Microsoft Office Suite (Excel, Work, PowerPoint, Visio, Outlook, Teams, SharePoint, and Access)



Previous Hospitality/ co working experience is preferred- minimum 3 years. Previous events experience favoured



High attention to detail



Flexible and proactive; Comfortable working in a fast-paced environment



Strong problem-solving skills with the ability to react quickly and decisively when faced with a problem or issue



Strong team player with a commitment to support their colleagues



Ability to work under pressure and to tight deadlines



Exceptionally organised and skilled in multi-tasking, with outstanding time management skills



High level of grooming standards



Proven track record of achievement



#LI-JA1

If this job description resonates with you, we encourage you to apply even if you don't meet all of the requirements below. We're interested in getting to know you and what you bring to the table!



Personalized benefits that support personal well-being and growth:



JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.



About JLL -



We're JLL--a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That's why we're committed to our purpose to shape the future of real estate for a better world. We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.



Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honored to be recognized with awards for our success by organizations both globally and locally.



Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.