Guest Experience & Facilities Ambassador in London

About The Role

The Workplace Ambassador (WA) reports to the Senior Facilities Manager and is the local point of contact for all facilities-related matters for the site. The WA will direct, co-ordinate and escalate appropriately facilities-related matters. The WA has ownership of the FoH services and is responsible for managing the front of house services and providing the reception services. They are responsible for providing support to ensure facilities services are provided in an effective and efficient manner. As front of house support, the WA must also demonstrate a high level of security awareness at all times and have knowledge of emergency evacuation procedures and Health & Safety. The WA functions as a JLL professional who assists the FM team supporting the management of service delivery in their assigned buildings. The WA is responsible for assisting in all aspects of client and tenant satisfaction. Additionally, the WA is responsible for representing Jones Lang LaSalle in the local and regional business and real estate community in order to promote Jones Lang LaSalle’s reputation and capabilities to prospective tenants, clients and The Client.

Key Responsibilities

• Meeting Room and Client Suite Management: Professional, well-groomed, and well-trained staff available to meet, greet and guide colleagues and clients to the respective meeting location. Visitor and client experience shall be professional, warm and genuine. Ensure all meeting rooms are kept clean, tidy and ready for use – ensuring the highest level of cleaning standards. Pre-checks to be conducted before every meeting. Set up and reset of internal and external meeting rooms, training rooms or conference rooms. Manage rooms to be set up appropriately according to individual booking and equipment requests. Rooms should be reset as appropriate in line with daily booking schedules. Support and manage the meeting room booking system, which includes booking all forward and same-day reservations, cancellations and/or amendments to bookings as per client requests (site-dependent) ensuring frequent communication with end users on their booking. Manage catering requests, AV or VC, room equipment, any special requirements etc. liaise with FM team, catering, security or any other vendors as appropriate to ensure all requests are fulfilled accordingly. Ensure meeting room booking system is up to date – details for rooms are correct, assist with any booking inquiries and liaise with supporting teams if necessary. Manage meeting room inventory checks.
• Hospitality: All meeting rooms consumables, including F&B, should be refilled and reset after each meeting where appropriate. Obtain all external attendee names of visitors and prepare a daily visitor arrival list for the next working day. Encourage and nudge appropriate booking behaviour and provide utilisation reporting including block booking, no-shows etc. Hospitality and Events Management. Manage and follow up on the event set-up/run-down on the respective floor, ensuring everything is in order including technology assistance and all teams involved are prepped for required activities. Assist with coordination of events: supervise the set-up/dismantling of event venues, perform risk assessments. Liaise with necessary teams (security, housekeeping etc.) as necessary to ensure a consistent level of service. Provide food and beverage service for external/client suite meetings or events. Manage with Hospitality lead and coordinate with vendors if necessary for large catering functions, fine dining, any special requests etc. Supervise and be present throughout event. Assist with any ‘ad-hoc’ requirements or requests related to functions and events. Assist with communications to promote, confirm attendances, create name badges etc. Assist with any other internal events led by business as requested. Provide team briefs for the wider workplace team on upcoming events, conferences, client suite events to ensure all teams are aware of activities.
• Reception and Visitor Management: Always deliver 5* customer service with a professional and presentable appearance. Meet and greet all staff, customers and visitors professionally and cheerfully. Ensure reception desks, waiting areas and internal meeting rooms are maintained to the highest standards of tidiness and cleanliness as outlined in any operational KPIs. Serve as an information source for staff and customers – assist and advise with any inquiries on building facilities, meeting room locations, special events, surrounding amenities as appropriate. Be approachable and interact with guests and members of staff of all levels in a professional and friendly manner. Manage all visitor categories in line with security protocol. Inform hosts of the arrival of their guests or escort to host/meeting room (in line with security practices). Monitor waiting areas to ensure visitors are collected/attended to in a timely fashion, interacting as appropriate. Issue and control visitor security passes; liaise and interact with security to guarantee a safe working environment for all visitors and staff. Proactive premises inspections, proactively raise work orders for surrounding areas to report any maintenance issues, cleanliness issues or system faults where necessary. Be customer focused at all times, by being visible at the reception desks and developing relationships with staff and customers. Suggest ideas for developing and evolving the reception services and assist in implementing these ideas. Regularly monitor customer feedback and produce an appropriate action plan based on the results. Welcome new joiners and provide in-person or virtual orientation tours/supporting documentation and media. Brief visitors on arrival on fire evacuation procedures – emergency exits, evacuation routes and assembly points.
• Site Operations: Conduct daily meeting room and office checks. Daily walk-rounds to be conducted, to ensure a high standard is kept throughout all FM concerns (cleaning, maintenance) and is logged on the JLL system. Liaise with facilities team to ensure all WOs are completed within an agreed suitable timeframe. Manage all requests on the Facilities helpdesk and liaise with service providers. Communicate effectively to other team members and keep Assistant Facilities Manager informed at all times. Handle/assist with incoming and outgoing mail enquiries according to the existing procedures. Assist in coordinating the repair and maintenance of office equipment and in the ordering in of office supplies. Keep accurate and updated records of the office seating plan. Ensure an accurate and detailed hand-over is planned & passed on (for tasks within responsibility) if absent from the business.