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.



Summary

The Guest Relation Host team is a client / hospitality service orientated function, responsible for services including, but not limited to, hospitality and events management, reception and visitor management, pantry management, meeting room management and client suite services.

:

Front of House Operative



Role Purpose

Guest Relation Hosts (GRHs) are Employee Experience Ambassadors, committed to providing a superior customer and employee experience.

GRHs are the face of our Workplace and client Property team; they are expected to deliver a 5-star hotelier style service and experience to all customers, clients, and employees.

The Guest Relation Host team is a client / hospitality service orientated function, responsible for services including, but not limited to, hospitality and events management, reception and visitor management, pantry management, meeting room management and client suite services.



They will be instrumental in ensuring the workplace delivers a great experience for visitors and staff, taking ownership of the workplace by making sure they have happy customers and visitors in their community.

Guest Relation 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.

Guest Relation Hosts need to be confident in engaging with new customers and build relationships with existing ones, curating moments of inspiration and delight across all services.

What this job involves:

Responsibilities listed below are site dependent. It is expected that a GRH will work across the relevant functions interchangeably on a roster basis which will be communicated upon appointment and based on service level agreements for the particular location.

Responsibilities may include (but are not limited to):

Meeting Room and Client Suite Management

Professional, well-groomed, and well-trained staff available to meet, greet and guide colleagues and clients to the respective meeting location. Visitor and client experience shall be professional, warm and genuine

Ensure all meeting rooms are kept clean, tidy are ready for use - ensure highest level of cleaning standards. Pre- checks to be conducted before every meeting including equipment and AV/ VC checks

Set up and reset of internal and external meeting rooms, training rooms or conference rooms. Manage rooms to be set up appropriately according to individual booking and equipment requests. Rooms should be reset as appropriate in line with daily booking schedules

Issue Resolution- resolve simple AV/ VC, collaboration tools or other meeting and conference room related equipment issues

Support and manage the meeting room booking system, which includes booking all forward and same day reservations, cancellations and / or amendments to bookings as per client requests (site depending) ensuring frequent communication with end user on their booking

Manage catering requests, AV or VC, room equipment, any special requirements etc... liaise with FM team/ catering/ security/ any other vendors as appropriate to ensure all requests are fulfilled accordingly

Ensure meeting room booking system is up to date- details for rooms are correct, assist with any booking inquiries and liaise with supporting teams if necessary

Manage meeting room inventory checks



Public

All meeting rooms consumables, including F&B, should be refilled and reset after each meeting where appropriate

Obtain all external attendee names of visitors and prepare a daily visitor arrival list for the next working day

Encourage and nudge appropriate booking behavior and provide utilization reporting including block booking, no shows etc...

Conduct regular visual checks on meeting room usage (vacant or in use) to support ad hoc analysis of bookings vs utilisation

Hospitality and Events Management

Manage and follow up on the event set up / run down on the respective floor, ensuring everything is in order including technology assistance and all teams involved are prepped for required activities

Assist with coordination of events:

supervise the set-up / dismantling of event venues, perform risk assessments. Liaise with necessary teams (security, housekeeping etc...) as necessary to ensure a consistent level of service

Provide food and beverage service for external/ client suite meetings or events. Manage with Hospitality lead and coordinate with vendors if necessary for large catering functions, fine dining, any special requests etc...

Supervise and be present throughout event

Assist with any 'ad hoc' requirements or request related to functions and events

Assist with communications to promote, confirm attendances, create name badges etc...

Assist with any other internal events lead by business as requested

Provide team briefs for wider workplace team on upcoming events, conferences, client suite events to ensure up to ensure all teams are aware of activities



Reception and Visitor Management

Always deliver 5customer service with a professional and presentable appearance
Meet and greet all staff, customers and visitors professionally and cheerfully

Ensure reception desks, waiting areas and internal meeting rooms are maintained to highest standards of tidiness and cleanliness as outlined in any operational KPIs

Serve as an information source for staff and customers- assist and advise with any inquiries on building facilities, meeting room locations, special events, surrounding amenities as appropriate

Be approachable and interact with guests and members of staff of all levels in a professional and friendly manner

Manage all visitor categories in line with security protocol

Inform hosts of the arrival of their guests or escort to host/ meeting room (in line with security practices)

Monitor waiting areas to ensure visitors are collected/attended to in a timely fashion, interacting as appropriate

Issue and control visitor security passes; Liaise and interact with security to guarantee a safe working environment for all visitors and staff

Proactive premises inspections, proactively raise work orders for surrounding areas to report any maintenance issues, cleanliness issues or system faults where necessary

To be customer focused at all times, by being visible at the reception desks and developing relationships with staff and customers

Suggest ideas for developing and evolving the reception services and assist in implementing these ideas

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

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

Brief visitors on arrival on fire evacuation procedures- emergency exits, evacuation routes and assembly points



Qualifications

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

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/ Reception experience is preferred- minimum 3 years

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



What you can expect from us

We succeed together and believe the best inspire the best, so we invest in supporting each other, learning together and celebrating our success.

Our Total Rewards program reflects our commitment to helping you achieve your career ambitions, recognizing your contributions, investing in your well-being and providing competitive benefits and pay.

We can't wait to see where your ambitions take you at JLL. Apply today!

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.