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.



Destination Host Team Lead



Join the team at the iconic Bullring, Birmingham's premier shopping destination! We're seeking a Destination Host Team lead to contribute to the success of this vibrant and dynamic retail environment. If you're passionate about [relevant skills/industry] and thrive in a fast-paced, customer-focused setting, we encourage you to apply.

Reporting to:

Occupier Customer Manager



Role Purpose



To manage a team of Destination Hosts in creating exceptional experiences within the destination. The supervisor ensures hosts maintain deep understanding of occupiers, customers, and stakeholders while building meaningful relationships. This role ensures the destination feels like a second home for visitors - a place that integrates with their lifestyle and community.



Key Responsibilities



Team Leadership

To deputise in the absence of the Occupier Customer Manager



Manage, coach, and develop a team of Destination Hosts



Create staff schedules and ensure appropriate coverage throughout operating hours



Conduct regular performance reviews and provide feedback to team members



Implement training programs to enhance team's customer service skills



Model exceptional customer service behaviors for the team to emulate



Customer Experience Management

Oversee the creation of a welcoming, inviting environment throughout the destination



Ensure team addresses security, cleaning, and maintenance issues promptly



Maintain high visibility and recognition among occupiers and visitors



Collect, analyse, and act upon occupier and visitor feedback



Foster community atmosphere among occupiers through knowledge sharing initiatives



Operational Excellence

Monitor team adherence to destination standards for appearance and service



Coordinate with Occupier and Customer Manager on events and marketing activities



Support event management including problem-solving and guest relations



Identify opportunities to enhance visitor experience and generate interest



Ensure all team members maintain security awareness and follow protocols



Stakeholder Management

Build strong relationships with occupiers, from store managers to decision makers



Oversee collection of turnover information from tenants



Manage retailer customer feedback programs



In the absence of the Occupier and Customer Manager report to the Destination Director



Prepare reports on customer and community feedback for leadership



Develop connections with local community stakeholders



Required Skills

Relevant supervisory/management experience in retail or hospitality environment



Advanced IT Skills to include Word, Excel, and PowerPoint



Exceptional communication and interpersonal abilities



Strong organisational and multitasking capabilities



Proven leadership skills with ability to motivate teams



Experience in retail operations and customer experience



Event management experience



Project management skills



Commercial awareness and business acumen



Innovative thinking with focus on continuous improvement



Service Excellence



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.