This job is with JLL, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Colleague Host

At JLL, our goal is to provide workplace experiences that will be long remembered by our clients. This client facing role provides the opportunity to combine your passion for service, brilliant people skills, and enthusiasm for creating a hospitality focused workplace. The role is client facing and candidates must exhibit exceptional customer service, presentation and communication skills across all levels of the business including the C-suite, VIPs, external visitors, and our colleagues.

Overall Role

The Colleague Host is responsible for delivering a memorable colleague and visitor experience every day through face-to-face engagement, proactive communication, and exceptional customer service. 

The Colleague Hosts provide friendly, knowledgeable, and courteous first impressions to Colleagues and are an essential part of the OurWorkplace team. They are the first point of contact for OurWorkplace services and related matters. This role showcases the great work carried out across all Workplace service lines whilst gathering and addressing feedback from clients whether negative or positive.

They are the first point of contact for OurWorkplace services and related matters. The role of the colleague host is to build trusted, valued relationships with every interaction. This role showcases the great work carried out across all Workplace service lines whilst gathering and addressing feedback from clients whether negative or positive.

The Colleague host own service delivery and operations in their areas of responsibility, proactively anticipating the needs of clients and visitors ensuring a seamless consistent level of service is provided at every user touchpoint.

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 how our services are seen in the eyes of my customers. I am a team player, always the first to offer help to colleagues. I have an incredible ability to spark an immediate rapport with visitors and colleagues alike. I like to build relationships quickly but also retain key information to strengthen and personalise those relationships. I look for innovative ways to improve efficiencies within the workplace and enhance client experiences, whilst showing I am flexible and adaptable to business needs. I enjoy managing my own tasks and responsibilities and working to deadlines to deliver for the people around me.

Exceptional Service Standards

• I foster a sense of community by building lasting and meaningful relationships with our customers

• I am committed to safety, sustainability, and wellbeing

• I transform problems into opportunities

• I innovate to be one step ahead

• I champion the digital journey and and focus on driving engagement and impact

• I am customer experience orientated and always anticipate the needs of the guest

Key Responsibilities

Primary tasks and objectives

• Provide a memorable and exceptional workplace experience to all visitors and colleagues, delivering unexpected moments of inspired customer service
• Responsible for front desk reception and ensure all tasks and duties are carried out to a high - standard
• Take ownership of all services that support our colleagues and visitors within the workplace
• Build relationships with key stakeholders and encourage interactions between colleagues and OurWorkplace teams
• Understand the needs and wants of the business or business units you support
• Create a workplace culture that demonstrates our values while supporting and leading our colleagues through our new workplace environment(s).

Customer Service & Communications

• Build a sense of community and purpose by driving colleague engagement and creating an environment that attracts and retains high-performing talent.
• Ownership of all interactions and queries, dealing with those that fall within Colleague Host responsibility until completion.
• Support and assist colleagues within the workplace, demonstrating ownership of all interactions and queries.
• Aid in creation of an environment that establishes our clients as the workplace of choice that others look to emulate.
• Proactive approach to office requirements and needs, anticipating future needs when the opportunity presents itself.
• Receive and respond to all requests (verbal, Teams, Yammer, or email) or issues within one day of receipt.
• Lead the implementation of engagement campaigns by identifying local partners to engage with and promote awareness of the campaigns
• Ability to communicate effectively through digital platforms (e.g. E-Connect, digital displays, signage, etc)
• Identify and prioritise urgent requests, communicating with clients and OurWorkplace team ensuring quick, efficient reaction and seamless service.
• Listen and leverage information to understand what our clients and colleagues truly desire, empowered to escalate this feedback to develop our service.
• Always consider our service view from customers eyes
• Adaptable, open to change and passionate about innovation - a growth mindset.
• Visibly engaged and well known in the workplace; always looking for opportunities to develop relationships and elevate the colleague experience.
• Foster positive experiences that drive colleague engagement and improve the workplace service and experience.
• Willingness and ability to complete tasks, including flexibly managing requests and prioritising the most important ones.
• Aim to bring the voice of our customers and clients into the workplace.
• Adhoc duties as required.

Customer Service & Communications

• Build a sense of community and purpose by driving colleague engagement and creating an environment that attracts and retains high-performing talent.
• Ownership of all interactions and queries, dealing with those that fall within Colleague Host responsibility until completion.
• Support and assist colleagues within the workplace, demonstrating ownership of all interactions and queries.
• Aid in creation of an environment that establishes our clients as the workplace of choice that others look to emulate.
• Proactive approach to office requirements and needs, anticipating future needs when the opportunity presents itself.
• Receive and respond to all requests (verbal, Teams, E-Connect or email) or issues within one day of receipt.
• Identify and prioritise urgent requests, communicating with clients and OurWorkplace team ensuring quick, efficient reaction and seamless service.
• Listen and leverage information to understand what our clients and colleagues truly desire, empowered to escalate this feedback to develop our service.
• Always consider our service view from customers eyes
• Adaptable, open to change and passionate about innovation - a growth mindset.
• Visibly engaged and well known in the workplace; always looking for opportunities to develop relationships and elevate the colleague experience.
• Foster positive experiences that drive colleague engagement and improve the workplace service and experience.
• Willingness and ability to complete tasks, including flexibly managing requests and prioritising the most important ones.
• Aim to bring the voice of our customers and clients into the workplace.
• Adhoc duties as required.

Visitor Management

• Provide a memorable and exceptional welcome experience to all visitors and colleagues, delivering unexpected moments of inspired customer service
• Support and assist our visitors and colleagues with entry and exit into the workplace while delivering a passionate and inspired service and experience
• Deliver an effortless service allowing flexibility for each colleague and visitor
• Provide a frictionless and efficient experience catered to each individuals' situation, whether they require a speedy or a more enhanced service
• Welcome, register, and assist visitors and colleagues in compliance with client security policies while delivering a human-centric approach aiding in a tailored approach.
• Aid in creation of an environment that establishes our clients as the workplace of choice that others look to emulate
• Liaise with colleagues to ensure their visitors are received in a timely manner while helping the visitor feel welcome and comfortable
• Answer general phone inquiries professionally, responding to questions and transferring calls as needed.
• Day-to-day and adhoc colleague and visitor assistance and identifying opportunities to anticipate the needs of our visitors and colleagues.
• Help, guide and provide support to all colleagues and visitors by providing directional support on-site and nearby and respond to adhoc requests as necessary (i.e order a taxi, assist with a reservation, etc)
• 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

Meeting Room Booking Management

• Prepare meeting rooms for our visitors and colleagues ensuring each room is clean and well maintained and in good working order
• Create relationship and liaise with the service partner teams so meeting rooms and designated areas are kept clean, tidy and well maintained at all times.
• Liaise with the appropriate team (IT, communication, audio/video, etc) ensuring that the technology within these rooms operates efficiently and without any problems.
• Competent on all meeting room equipment and offer first fix assistance with IT/AV issues.
• Assist with meeting room booking requests, proactively identifying the best space for the required needs and wants and reassigning when required.
• Attention to detail when taking bookings, ensuring full details are collected from the host and liaising, as needed, with other support groups.

Administrative Duties

• Auditing and tracking of ongoing issues and concerns
• Proactive and reactive assignment to workplace requests and concerns
• Report creation of reoccurring issues or concerns for resolution
• Administer workplace policies (clean desk, appropriate use of space, etc.)
• Additional duties as assigned by Workplace Site/Experience Lead

Hours of Operation -

• Role is required for 40 hours per week
• Main business hours are 8am-6pm Monday through Friday
• Standard shifts will range between 7am-7pm
• Business coverage requirements may change
• Overtime or extra shifts are dependent upon business levels
• Based in a Global Headquarters

Candidate Qualifications

Experience

• 1 - 3 years prior experience in hospitality, tourism, events operations property management, or related profession
• Experience in a corporate environment is preferred, but not essential.

Skills

• A proactive can-do approach looking for opportunities to work smarter
• Excellent verbal and written communication skills, ability to communicate professionally at all levels
• Strong interpersonal skills, engaging and highly collaborative
• Meticulous with strong organizational and time management skills
• Proficiency with Microsoft Office (Excel, Word, PowerPoint, Planner, Power Apps, and Outlook) Customer focused mentality with a passion for hospitality
• Experience with EConnect or Teams or other communication platforms is a plus

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