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.



Overall Role

Candidate Profile

Duties & responsibilities



The Experience Services Team Leader is strategic role, responsible for designing, leading, managing and ensuring the Welcome host and Colleague host teams deliver a memorable experience to our visitors and colleagues each day through engagement, proactive communication and exceptional service delivery.



This role will lead and inspire with an authentic, hands on approach. We're looking for a proactive, visible manager driving positive change. Challenging and evolving our service delivery standards both in their office and across the UK.



The role should be the point of contact for OurWorkplace, knowledgeable on all our services, championing engagement whilst also ensuring service standards are maintained. The responsibilities of the role start with designing the customer journey from travelling to our offices and then through every touchpoint of our services.

This role ensures we deliver on our promises.



I lead by example. 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 my teams performance. I build relationships quickly and efficiently and always look for innovative ways to improve efficiencies within the workplace and enhance client experience. I am flexible and adaptable. I enjoy completing tasks and working to deadlines to deliver for the people around me. I have passion and drive to deliver the very highest levels of customer service and experience. I enjoy leading a team and love a challenge. I strive to deliver in every aspect of my role and drive my team to do the same.

Leadership and team supervision

Design the service delivery and standards for the host team.

Ensure the experience team strategy is clear and measurable for both the host teams, colleagues and clients.

Manage a team of welcome and colleague hosts to ensure we deliver memorable and exceptional visitor and colleague experience.

Recruitment, training and performance management of all team members. Create development plans for all team members.

Monitor, motivate and engage our teams to deliver a personal and inspired service, creating a create a culture of excellence.

Continual review and audit of service standards and procedures, design and implement best practice

Manage the operational rota, ensuring coverage in place, at all times for all business needs

Build an empowered, proud, capable team that consider all aspects of service on site.

Implement a team training programme

Represent OurWorkplace in stakeholder engagements and meetings

Prepare monthly reports for Site Lead meeting pack

Adhoc duties as required.



Customer Service & Communications

Responsible for the overall efficient and effective daily operations and service delivery of the front of house teams.

Engage and train the teams to provide effortless service and experience with every interaction.

Identify areas for improvement to drive continuous evolution of our service delivery.

Visibly engaged and well known in the workplace; considered the face of the service on site.

Communicate effectively and efficiently with all service and experience teams.

Manage the team's response and prioritising of requests (verbal/email) or issues within one day of receipt. Audit of responses.

Flexible and adaptable to changing environments and requests.

Be the voice of our clients in workplace considerations.



Visitor Management

Design, implement and oversee arrival and departure procedures, including meeting booking requests

When required, assist in the welcome, registering, and assistance of visitors and colleagues in compliance with client security policies while delivering a human-centric approach aiding in a tailored approach.

Ensure all enquiries are answered professionally

Day-to-day and ad hoc colleague and visitor assistance and identifying opportunities to anticipate the needs of our visitors and colleagues.

Create a knowledge base to allow the team to respond to inquiries from internal and external visitors regarding such information as: locations of buildings, local services and local amenity information

Maintain confidentiality at all times



Conference and Meeting Room Booking Management

Ensure the teams are trained and competent on all required systems.

Ensure the team complete meeting room checks, audit of findings.

Prepare and train the team to deal with last minute changes and ad hoc requirements.

Implement meetings with essential services partners (Cleaning, Security, Engineering and Catering) to review service delivery.

Create a process to gain feedback from regular users of our service to capture feedback and drive improvement.

Use innovation and technology to capture and record utilisation, driving meeting room optimisation.

Liaise with the audio visual team (for all necessary IT, communication, audio, video, projection needs) ensuring that the technology within these rooms operates efficiently and without any problems.

Train the team to problem solve/first fix AV issues



Candidate Qualifications

Role is required for 40 hours per week

Main business hours are 8am-6pm Monday through Friday

Standard shifts will be 8am-5pm or 9am-6pm

Operational coverage requirements may change

Overtime or extra shifts are dependent upon business levels

Candidate Experience

Degree in hospitality or equivalent experience is desired or 2 - 5 years prior experience in hospitality, tourism, events operations property management, or related profession

Previous leadership or management experience

Knowledge/experience of FM services (Security, Cleaning, Security and Mailroom services) desired

Candidate Profile

Experience of managing a service representing multiple service lines.

Proactive approach, focus on continuous improvement and innovation

Inspires pride, lives their service

Confident, friendly & engaging

Ability to prioritise tasks

Ability to lead and influence

Solutions driven approach, ability to escalate as required

Customer focused mentality with a passion for hospitality

Proven Leadership skills including people and performance management.

Strong sense of responsibility

Immaculate professional presentation

Excellent verbal and written communication skills, ability to communicate professionally at all levels

Meticulous with strong organizational and time management skills

Strong interpersonal skills and highly collaborative, proven stakeholder management.

Proficiency with Microsoft Office (Excel, Word, PowerPoint, Visio, and Outlook) Super user with booking systems, visitor management systems, VC/AV meeting room tech



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.