Guest Services Ambassador

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.

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

Proactively deal with enquiries and requests in person, via the telephone or email, in a timely and professional manner

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 inspections and inventory supplies.

Sound like you? To apply you need to be / have:
Have relevant experience in a similar role

Meticulous attention to detail.

Good level of English and French – mandatory

Strong administration, organizational, documentation and analytical skills.

Soft & Hard services supervision experience

Previous experience of managing contractors preferable

I.T Skills – MS Word, Excel, PowerPoint etc.

Excellent Problem-solving skills.

What you can expect from us
You’ll join an entrepreneurial, inclusive culture. One where we succeed together – across the desk and around the globe. Where like-minded people work naturally together to achieve great things.
Our Total Rewards program reflects our commitment to helping you achieve your ambitions in career, recognition, wellbeing, benefits and pay.
Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sights and imagine where JLL can take you...
Apply today at jll.com/careers.
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.