Welcome Host

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.

Job description

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
Personal Profile
The Welcome 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 Welcome Hosts provide friendly, knowledgeable, and courteous first
impressions to Visitors and are an essential part of the OurWorkplace team.
They are the first point of contact for OurWorkplace services and related
matters.
The Welcome 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 Experience 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 focus on driving engagement and impact
Duties & responsibilities
Primary tasks and objectives
o Provide a memorable and exceptional workplace experience to all visitors and
colleagues, delivering unexpected moments of inspired customer service
o Take ownership of the welcome services and support our visitors and
colleagues within the workplace
o Build relationships with key stakeholders and encourage interactions between
colleagues and OurWorkplace teams
o Understand the needs and wants of the business or business units you engage
with
Visitor Management
o Provide a memorable and exceptional welcome experience to all visitors and
colleagues, delivering unexpected moments of inspired customer service
o Support and assist our visitors and colleagues with entry and exit into the
workplace while delivering a passionate and inspired service and experience
o Deliver an effortless service allowing flexibility for each colleague and
visitor
o Provide a frictionless and efficient experience catered to each individuals’
situation, whether they require a speedy or a more enhanced service
o Welcome, register, and assist visitors and colleagues in compliance with
security policies while delivering a human-centric approach aiding in a
tailored approach.
o Aid in creation of an environment that establishes our clients as the
workplace of choice that others look to emulate
o Liaise with colleagues to ensure their visitors are received in a timely
manner while helping the visitor feel welcome and comfortable
o Answer general phone inquiries professionally, responding to questions and
transferring calls as needed.
o Day-to-day and adhoc colleague and visitor assistance and identifying
opportunities to anticipate the needs of our visitors and colleagues.
o 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)
o Respond to inquiries from internal and external visitors regarding such
information as: locations of buildings, local services and local amenity
information
o Maintain confidentiality at all times
External-facing spaces (Customer meeting rooms, external lounges, or others
where applicable)
o Prepare meeting rooms for our visitors and colleagues ensuring each room is
clean and well maintained and in good working order
o 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.
o Liaise with the appropriate team (IT, communication, audio/video, etc)
ensuring that the technology within these rooms operates efficiently and
without any problems.
o Competent on all meeting room equipment and offer first fix assistance with
IT/AV issues.
o Assist with meeting room booking requests, proactively identifying the best
space for the required needs and wants and reassigning when required.
o Attention to detail when taking bookings, ensuring full details are
collected from the host.
o Liaise with the hospitality / catering team for any food and refreshments
requested by the host / client.
Customer Service & Communications
o Ownership of all interactions and queries, dealing with those that fall
within Welcome Host responsibility until completion.
o Support and assist colleagues within the workplace, demonstrating ownership
of all interactions and queries.
o Aid in creation of an environment that establishes our client’s workplace as
what others look to emulate
o Proactive approach to office requirements and needs, anticipating future
needs when the opportunity presents itself
o Receive and respond to all requests (verbal, email) or issues within one day
of receipt.
o Identify and prioritise urgent requests, communicating with clients and
OurWorkplace team ensuring quick, efficient reaction and seamless service.
o Listen and leverage information to understand what our clients and
colleagues truly desire, empowered to escalate this feedback to develop our
service.
o Enhance the sense of community between our colleagues by living our values
and driving our culture.
o Adhoc duties as required.
o Adaptable, open to change and passionate about innovation - a growth
mindset.
o Visibly engaged and well known in the workplace; always looking for
opportunities to develop relationships and elevate the colleague experience.
o Foster positive experiences that drive colleague engagement and improve the
workplace service and experience
o Willingness and ability to complete tasks, including flexibly managing
requests and prioritising the most important ones
o Aim to bring the voice of our customers and clients into the workplace
o Always consider our service view from customers eyes
Administrative Duties
o Auditing and tracking of ongoing issues and concerns
o Proactive and reactive assignment to workplace requests and concerns
o Report creation of reoccurring issues or concerns for resolution
o Administer workplace policies (clean desk, appropriate use of space, etc.)
o Additional duties as assigned by Workplace Site/Experience Lead
o Meeting room booking and assistance
Hours of Operation – please update Yellow below o Role is required for ‎40
hours per week o Main business hours are 8am-6pm Monday through Friday o
Standard shifts will range between 7am-6pm
o Business coverage requirements may change
o Overtime or extra shifts are dependent upon business levels
Candidate Qualifications
Experience
o ‎1 – ‎3 years prior experience in hospitality, tourism, events operations
property management, or related profession
o Experience in a corporate environment is preferred, but not essential.
Skills
o A proactive can-do approach looking for opportunities to work smarter
o Excellent verbal and written communication skills, ability to communicate
professionally at all levels
o Strong interpersonal skills, engaging and highly collaborative
o Meticulous with strong organizational and time management skills
o Customer focused mentality with a passion for hospitality
o Reliable and professional demeanour
o Proficiency with Microsoft Office (Excel, Word, PowerPoint, Visio, and
Outlook)
o Customer focused mentality with a passion for hospitality
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.