Guest Services Ambassador

JLL supports the Whole You, personally and professionally.

We are looking for a Guest Experience Ambassador for our Integrated Facilities Management business line.

About JLL
We’re JLL. We’re a professional services and investment management firm specializing in real estate. We help organizations around the world achieve their ambitions by owning, occupying and investing in real estate.
If you’re looking to step up your career, JLL is the perfect professional home. At JLL, you’ll have a chance to innovate with the world’s leading businesses, put that expertise into action on landmark projects, and work on game-changing real estate initiatives. You’ll also make long-lasting professional connections through sharing different perspectives, and you’ll be inspired by the best. We’re focused on opportunity and want to help you make the most of yours. Achieve your ambitions - join us at JLL

Location
Based in Luxembourg

Role Purpose
Overall responsibility for FM scope for the Luxembourg sites.

Key responsibilities

Service Excellence
Develop a strong relationship with the on-site stakeholders and an understanding of the needs of the colleagues to enhance the colleague experience

Deliver an un-compromised colleague experience through curated events

Create a collaborative environment amongst colleagues across the workplace promoting Future of Work behaviours and drive community engagement between colleagues

Engage with colleagues to understand workstyle behaviour’s and make recommendations on how to improve the overall employee experience

Provide a top-quality end-to-end VIP visitors experience (from parking, meet & greet etc.) - creating “wow” moments when the opportunity arises

Ensure that all visitors experience service excellence consistently, providing a warm, courteous and prompt welcome on arrival and throughout the client journey

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

Host the main reception area energising the space and creating lasting impressions

Managing the reception inbox, responding to queries and booking rooms on request

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

Act as gatekeeper of the signage and communication displays and materials

Fluency of both internal and external VIPs to constantly recognise and deliver service excellence

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

Carry out daily checks on all areas of the building, ensuring everything is in good working order

Proactively logging work orders and seeing them through to completion

Issue keys to contractors as required

Escort contractors as needed throughout the building

Ensure Security and Health & Safety procedures are always adhered to

Continually develop expertise of business operation and client knowledge to exceed in service delivery

Using empowerment for problem resolution whilst enhancing visitor and client experience

Ensure a commitment to service excellence recognised with service STARs

To work flexibly across reception and the client floors, or wherever assigned by your Team Leader/Manager, based on business needs.

Guest Services Operation and Communication
Adaptable to work with a hybrid approach throughout the guest experience operation including some overtime for holiday cover and some occasional travel to Sungard to provide support

Communicate effectively with peers and the management team, displaying accuracy and attention to detail both in verbal and written communication

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

Communicate to the Guest Services Team Leader/Manager any new / ongoing / potential issues and complaints so that they are addressed accordingly

Support the training of new team members

Personal Presentation and Responsibilities
Maintain a professional, polite and considerate manner at all times

Adhere to uniform and presentation standards as per the personal appearance guidelines

Taking ownership of guest services responsibilities to constantly develop service standards

Mailroom duties
Process and handle all incoming and outgoing mail, ensuring proper routing, and labelling.

Maintain logs for incoming mail from vendors, mail delivery to customers, and all packages.

Handle all special request mail responsibilities, such as UPS, Federal Express, and courier service. Research and follow-up with customers regarding tracking mail and/or packages.

Assist with the upload, download and querying of relevant business documents

Provide solutions to problems associated with special requirements such as bulk mail and other special types of mailings. Provide outstanding customer service.

Verify and reconcile computer-produced reports and records.

Perform mailroom ins