Workplace Experience Ambassador
 JLL | |
 United States, Texas, Carrollton | |
 Jan 07, 2025 | |
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Workplace Experience Ambassador
Job Summary The Experience Services Ambassador is responsible for delivering exceptional client experience every day through enhanced engagement, proactive communication, and high touch service within a select portfolio of properties. The Experience Services Ambassador will be expected to increase the level of engagement and partnership between JLL, service partners and our clients to provide superior service delivery while enhancing their individual personal and professional skills. This role is responsible for implementing the experience program at the client site. This client-facing role combines your passion for service, brilliant people skills and enthusiasm for creating a hospitality-focused workplace environment. Job Responsibilities Serve as the initial point of contact for all Client employee inquiries, issues, troubleshooting, and feedback related to the services within the workplace, with the primary goal of positively impacting the care and comfort of Client employees and guests Connect with clients, customers, and support teams to proactively anticipate needs, identify issues, and deliver creative solutions Front Desk Specific: Enthusiastically welcome guests, anticipate their needs, assist with arrivals, departures, and office orientations Engage visitors and employees in a way that makes them feel warmly welcomed and assisted in a helpful and timely manner Demonstrate confidence, professionalism, responsiveness, and exceptional customer service skills. Actively monitor and maintain the front desk, lobby, and surroundings to ensure an environment that is safe, clean, organized, and reflects brand standards Execute the badging process for employees, visitors, and third-party providers Execute Ambassador services in a manner consistent with the SLA's, standard processes, professional brand image and compliant with applicable local laws, rules, and regulations Conduct routine walkthroughs and assessments of the soft services delivery to ensure compliance with service level agreements, policies and regulations, and performance metrics to provide flawless execution and stable service delivery for the Client. Support data collection, analysis and reporting to ensure alignment with the Clients' goals and objectives. > i.e. event tracking & utilization Strive to continually improve experience service performance. Achieve and exceed goals including performance goals, team goals and Clients' goals and objectives. Create work orders for custodial, maintenance, safety, and security concerns through the appropriate channels/systems > when/if applicable Familiar with all services within the facility and works with facilities management to facilitate a hospitality approach across services Work with key account and client stakeholders to organize, host, and operationalize key engagement events within the assigned client location to enhance experience. Ensuring Exceptional Service Assists with third party vendor relationships and service partners to provide maximum service delivery > i.e. working with caterers & day porters Intuitive service delivery, anticipating needs or concerns exceeding Client expectations Builds meaningful lasting relationships with Client employees and guests Visibly engaged and well known in the workplace; spends a minimum of two hours per day welcoming employees in the reception or employee entrances while also walking floors to ensure Workspaces (offices, desk, conference rooms, mailroom, pantries, etc.) are stocked and maintained > timing at desk varies by site need Receives and responds to all requests or issues within one day of receipt, including a personal follow up to Client employees to ensure questions / requests are answered Identify potential risks and escalate, as appropriate, to ensure no privacy breech, security incident or disruption to Client's operations occur Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices, new tools, process re-engineering and other ideas that provide service delivery efficiencies Assistance and flexibility with Client events as needed to ensure flawless delivery Serve as training center event concierge and manage conference room bookings including resolution of scheduling conflicts Provide administrative and operational excellence for soft services Perform additional job duties, as requested Implement and monitor standards of service to meet and exceed expectations Collaborate with all services within the facility and work with facilities management to ensure a safe and comfortable work environment Work across teams to proactively communicate and prepare for meetings and events, to anticipate and address concerns, and to ensure operations without incident Identify potential risks and escalate, as appropriate, to ensure no privacy breech, security incident or disruption to the Client's operations occur Perform ad hoc assignments and administrative support for seamless and timely delivery of services | |