At a Glance
- Tasks: Host visitors, manage reception areas, and ensure excellent service throughout the client journey.
- Company: Join JLL, a diverse employer committed to inclusivity and supporting the LGBTQ+ community.
- Benefits: Enjoy flexible working hours, a dynamic environment, and opportunities for personal growth.
- Other info: Must be adaptable and thrive in a busy environment while maintaining high standards.
- Why this job: Be part of a vibrant team creating memorable experiences for clients in a fast-paced setting.
- Qualifications: 1 year of experience in a Front of House role; strong customer service skills required.
The predicted salary is between 28800 - 43200 £ per year.
Join JLL's dynamic team serving one of the world's largest banking and financial services organisations with a network spanning more than 50 countries and territories. We're seeking talented professionals who thrive in fast-paced environments and are eager to drive meaningful change. This is an outstanding opportunity to work alongside industry experts that help shape the future of workplace strategy for a globally recognised institution. Whether you want a career that could take you to the top or an exciting new direction, we offer opportunities, support and rewards that will help you stand out, fulfil your potential, and ultimately make your mark on something truly exciting.
The role of a Guest Services Ambassador is to provide the highest levels of client and visitor care. To provide service excellence and to ensure that the visitor experience is seamless, and all reception duties are attended to. Responsible for the guest service duties onsite, supporting each element of the guest service operation, and ensuring that all functions are carried out in accordance with stipulated protocols and procedures. A guest services who has an instinctive customer centric approach that anticipates our HSBC colleagues & customer's needs and lives the CX Vision: We pledge to create exceptional, memorable experiences for HSBC colleagues and customers.
Reporting to
Guest Services Supervisor
Working hours/pattern
Core service hours of Guest Services are 07.00-19.00. These hours are covered by the team on a shift rota basis, working Monday to Fridays, 40 hours per week.
About the role
Role is based in the lobby, reception areas across building and meeting room floors where moving around the floor is a necessity to ensure each meeting room is attended to (up to 20 meeting rooms per floor) and visitors are hosted to their meeting rooms.
Key Responsibilities
Service Excellence
To ensure that all visitors experience service excellence consistently, providing a warm, courteous and prompt welcome on arrival and throughout the client journey
To host the main reception area energising the space and creating lasting impressions
To 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
Fluency of both internal and external VIPs to constantly recognise and deliver service excellence
Communication between team members to ensure smooth transitions throughout the building
Liaising with PA/EA teams, clients & visitors and providing excellent customer service – creating "wow" moments when the opportunity arises
Complimenting the Vgreet mobile reception technology with service by anticipating visitor needs, following up with clients and ensuring client expectations are met and where possible exceeded
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
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
Guest Services Operation and Communication
Adaptable to work with a hybrid approach throughout the guest services operation including main building reception, internal reception spaces and guest services hub
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/Supervisor any new / ongoing / potential issues and complaints so that they are addressed accordingly
Support the training of new Guest Services team members
Liaising with other departments, namely security, facilities, and hospitality services
Ensure Security and Health and Safety procedures are adhered to at all times.
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
From time to time the company may require you to work at other sites, on projects, company development, site visits or similar. You will also positively represent the Company at all times along with being present in the workplace at critical times of operation.
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Guest Services Ambassador in London employer: JLL
JLL is an exceptional employer that prioritises inclusivity and employee well-being, making it a fantastic place for Guest Services Ambassadors to thrive. With a strong focus on service excellence, employees benefit from a dynamic work culture that encourages personal growth and development, alongside flexible working hours to accommodate various events. Located in a vibrant environment, JLL offers unique opportunities to engage with diverse clients and enhance their experience, ensuring every day is rewarding and impactful.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Services Ambassador in London
✨Tip Number 1
Familiarise yourself with the company culture at JLL. Understanding their values, especially around inclusivity and service excellence, will help you align your approach during interviews and interactions.
✨Tip Number 2
Practice your communication skills, as effective verbal and written communication is key for this role. Consider role-playing scenarios where you might need to handle guest inquiries or complaints to build your confidence.
✨Tip Number 3
Showcase your adaptability by preparing examples of how you've successfully managed multiple tasks in a busy environment. This will demonstrate your ability to thrive under pressure, which is crucial for a Guest Services Ambassador.
✨Tip Number 4
Network with current or former employees of JLL if possible. They can provide insights into the interview process and what the company values in its team members, giving you an edge in your application.
We think you need these skills to ace Guest Services Ambassador in London
Some tips for your application 🫡
Understand the Role:Read the job description thoroughly to understand the responsibilities and skills required for the Guest Services Ambassador position. Tailor your application to highlight relevant experiences that align with these requirements.
Craft a Compelling CV:Ensure your CV is up-to-date and clearly outlines your experience in customer service or front-of-house roles. Use bullet points to make it easy to read, and include specific examples of how you've provided excellent service in previous positions.
Write a Strong Cover Letter:In your cover letter, express your enthusiasm for the role and the company. Highlight your ability to create 'wow' moments for clients and your experience in maintaining high standards in a busy environment. Make sure to convey your adaptability and team spirit.
Proofread Your Application:Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail, which is crucial for the Guest Services Ambassador role.
How to prepare for a job interview at JLL
✨Showcase Your Customer Service Skills
As a Guest Services Ambassador, your ability to provide excellent customer service is crucial. Prepare examples from your past experiences where you went above and beyond for a guest or client. This will demonstrate your commitment to service excellence.
✨Demonstrate Adaptability
The role requires flexibility and adaptability in various environments. Be ready to discuss situations where you successfully adapted to changing circumstances or handled multiple tasks simultaneously, showcasing your ability to thrive in a dynamic setting.
✨Communicate Clearly and Effectively
Effective communication is key in this role. Practice articulating your thoughts clearly and concisely. You might be asked to explain how you would handle specific scenarios, so think about how you can convey information accurately while maintaining a warm and welcoming tone.
✨Emphasise Teamwork and Collaboration
This position involves liaising with various departments and working as part of a team. Highlight your experience in collaborative environments and how you contribute to a positive team dynamic. Share examples of how you’ve worked with others to achieve common goals.
