Guest Experience Ambassador (HSBC)

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Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Guest Experience Ambassador

What this job involves:

This is a primarily hosting role requiring standing, walking and hosting visitors during the course of the day (1 hour at a time minimum). Role is based in the lobby, reception areas across building and meeting room floors where moving around the floor is a necessity to ensure each meeting room is attended to (up to 25 meeting rooms / 3 floors) and visitors are hosted to their meeting rooms.

The Lobby reception team are the first introduction to Customers and Guests. This must be delivered in a professional, discreet, and welcoming manner. Our aim is for our interactions to result in the highest possible level of Customer focus, professionalism, responsiveness, hospitality excellence and satisfaction.

What your day-to-day will look like:

• To host the main reception area, energise the space and create lasting impressions including appropriate Wayfinding / Orientation signage to facilitate seamless navigation.

• To ensure that all visitors experience service excellence consistently, providing a warm, courteous and prompt welcome on arrival and throughout the client journey including assisting with questions, verifying building access and providing temporary access.

• To provide an information service for the local area and liaise as a point of contact between clients and hosts, enhancing service with a concierge approach

• Being aware of internal and external VIPs to constantly recognise and deliver service excellence

• Liaising with PA/EA teams, clients & visitors and providing excellent customer service – creating “wow” moments when the opportunity arises

• Coordinate the room booking processes to manage meeting rooms.

• Ensure that the visitor and client spaces are immaculate at all times, taking ownership of the space and reporting issues appropriately

• Proactively deal with and be accountable for enquiries and requests in person, via the telephone or email, in a timely and professional manner as well as providing follow-up as necessary

• Empowered to resolved problems and enhance visitor and client experience

• Maintain a strong awareness of business activity communicating relevant updates with team members

• Communicate to the Workspace Experience Lead any feedback including new / ongoing / potential issues and complaints so that they are addressed accordingly

• Liaising with other departments, namely security, workspace experience and operations, and hospitality services to provide a consistent and seamless experience

• Ensure Security and Health & Safety procedures are always adhered to.

• Follow the agreed process for Employee New Hires/Exits

• Maintain Standard Operating Procedures to support effective and consistent Lobby / Lobby processes and procedures

• Assist with F&B operations, including preparing and serving beverages, snacks, and meals to guests.

• Follow proper hygiene and food safety standards when handling and serving F&B items.

• Ensure all F&B areas are clean, orderly, and well-maintained.

• Adhere to any specific dietary requirements or restrictions outlined by guests.

• Strive to exceed guests’/ clients expectations by always providing personalized and attentive service.

• Ensure grooming standards are up to par and always in pressed attire and polished shoes.

Desired or preferred experience and technical skills:

• At least 1-3 year(s) of experience within a hospitality Front of House / Food and Beverage role in a corporate environment, 5-star hotel, members club or flagship airline

• Self-motivated individual committed to service excellence

• Possesses an operational knowledge of all reception services and standard operating procedures, together with in house meeting reservations procedures, and other internal/external communication methods

• Ability to demonstrate empathy, excellent customer service and practical skills

Required Skills and Experience:

• Skilled in guest/client experience and confident in striving for excellence

• Operational knowledge of all reception services and standard operating procedures

• Must have excellent organisational skills and good attention to detail

• Must be computer literate including MS office

• Ability to use own initiative and takes ownership

• Professional and high standard telephone etiquette

• Should have an excellent and positive “can do attitude” and a great team player and supporter

• Able to work in a busy and pressurised environment providing a discreet and personalised service.

Location:

If this job description resonates with you, we encourage you to apply even if you don’t meet all of 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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Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process –  you may email us at HRSCLeaves@jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.