Community Host in City of Westminster

Responsibilities

Community Hosts are a high‑touch workplace experience team providing proactive service to foster staff engagement and improve employee productivity and experience. They are experience curators, creating moments of delight and care through memorable, anticipatory and personalized human interactions. They play a pivotal part in delivering on the promise of twice the experience.

Community Hosts are workplace experience ambassadors, responsible for initiatives and programs to curate an engaging workplace and employee experience. They focus on community and collaboration with a key emphasis on fostering business and employee engagement and wellbeing. They take ownership of the workplace by ensuring happy customers and visitors in their community. They must be passionate about customer service and willing to go the extra mile to assist staff and visitors.

They are brand ambassadors for JLL and our client; they must be confident in engaging with new customers, building relationships with existing ones, and providing real‑time and anecdotal insights and business feedback to improve and make the portfolio more efficient and space more effective. They create a single and visual point of contact for employees and customers and act as the primary interface between internal operations and customers.

They conduct proactive premises inspections and floor walks (including internal meeting rooms, pantry, social areas); all areas remain clean, orderly, and ready to use throughout the day. They proactively raise work orders and provide frequent status updates to respective users, including raising cleanliness issues (e.g., replenishment of hand sanitiser, desk wipes).

They are the main point of contact for general enquiries, escalations, and feedback, responsible for status updates to end‑users and ensuring prompt, effective resolution where necessary and expectations are consistently exceeded. They regularly monitor customer feedback and produce an appropriate action plan based on the results. They own the operational space to ensure a fantastic service journey for customers within the location.

They ensure all signage and messages are current and relevant, including placing outreach notices and AOB. They ensure wayfinding and zoning maps are up to date and support collection of internal occupancy data. They support and promote ABW/FWN, proactively communicating etiquette and protocols and nudging appropriate behaviours. They report, give feedback and manage behavioural trends.

They support locker management – issuing lockers, reclaiming lockers, reviewing usage and supporting reactive checks or clearance with a Security Officer or Floor Administrator. They ensure all desks are ready and available for colleagues each morning, proactively support and promote clean and clear desk practices and enable desk sweeps where appropriate, and support lost and found activities.

They operationally support change management activities throughout the workplace and project lifecycle, including post‑move support meetings, post‑move communications, signage, locker and storage management, and floor orientations. They ensure all agreed service objectives are met in line with client expectations.

They host regular business engagement sessions to fully understand business needs and work profiles to support the successful adoption of hybrid working and share insights of how teams are using the space. They maintain an effective business relationship with the client and end‑users by understanding their needs and translating them into the location where possible.

They are the face of the Workplace/Property team based on staff needs, providing a personalized level of service. They have a high level of visibility to staff. They stay current on relevant EUS technology and attend trainings to be able to effectively assist end‑users with any queries. They assist with AV, VC and other technology inquiries, and host end‑user training when necessary.

They host and promote employee engagement events, including lunch & learns, wellness activities, hobby clubs, etc. They activate and promote wellbeing, fitness and recreation agenda in alignment with the regional agenda and initiatives (assist with booking and inquiries). They assist with internal communications, cascading relevant information, promoting success stories, managing local pages on intranet, ensuring distribution lists are kept up to date, and supporting townhalls.

They support employees wherever they are – hosting virtual engagement events, assisting and cascading home‑working related inquiries, checking in on home workers, and communicating key information, activities and announcements. They welcome new joiners and provide in‑person or virtual orientation tours and supporting documentation and media.

They ensure full statutory and operational compliance is achieved, in line with contract KPIs. They remain aware of changing customer needs and adjust the service accordingly to global standards. They ensure compliance with H&S processes and procedures, including internal and external audits.

They provide an excellent standard of client service, ensuring the booking system is up to date, room details are correct, and they assist with booking inquiries and liaise with supporting teams where necessary. They manage the desk booking system as a concierge (super‑user) for a specified zone or premises and support space capacity issues. They manage and implement QR codes where necessary.

They ensure seamless communication with hospitality/GRH teams for any internal and external meetings or events. They maintain centralised utility room supplies of stationery and printer toner, ensuring required items are stocked. They ensure vending areas, social hub and pantry areas are always appropriately stocked. They support and coordinate internal events, working with Hospitality and required vendors as appropriate.

They support the health and safety function by providing virtual ergonomic assessments and dedicated training and protocols. They provide admin and financial support as needed. They provide written reports and quality data as required.

Qualifications

• Fluent in the English language – written and oral.
• You are passionate about people and providing them with great experiences.
• You are a natural people person with exceptional customer service skills and attuned to customer needs.
• You have strong relationship‑building skills to understand and respond to the needs of staff and customers.
• Excellent verbal and written communication skills, with the ability to communicate professionally and effectively.
• Proficient skills in Microsoft Office Suite (Excel, Word, PowerPoint, Visio, Outlook, Teams, SharePoint, and Access).
• Previous hospitality or co‑working experience is preferred – a minimum of 3 years.
• Previous events experience is favoured.
• High attention to detail.
• Flexible and proactive.
• Comfortable working in a fast‑paced environment.
• Strong problem‑solving skills with the ability to react quickly and decisively when faced with a problem or issue.
• Strong team player with a commitment to support colleagues.
• Ability to work under pressure and to tight deadlines.
• Exceptionally organized and skilled in multi‑tasking, with outstanding time‑management skills.
• High level of grooming standards.