Community Host

remote type: On-site

locations: London, GBR

time type: Full time

posted on: Opublikowano dzisiaj

job requisition id: REQ512627

JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

What this role involves:

• Community Hosts are a high-touch workplace experience team providing proactive service to foster staff engagement and improve employee productivity and experience.
• Community Hosts are the heart of our Workplace; 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 the workplace experience ambassadors, responsible for initiatives and programs to curate an engaging workplace and employee experience.
• They are focused on community and collaboration with a key focus on fostering business & employee engagement and wellbeing.
• Community Hosts make the office the great place to get work done, collaborate and innovate with colleagues.
• They take ownership of the workplace by making sure they have happy customers and visitors in their community.
• Community Hosts 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 need to be confident in engaging with new customers and build relationships with existing ones, providing real-time and anecdotal insights and business feedback to improve and make the portfolio more efficient and space more effective.
• The key focus for this role will be to create a single and visual point of contact for employees and customers and to act as the primary interface between the internal operations and customers.

What your day will look like:

• Proactive premises inspections and floor walks (including internal meeting rooms, pantry, social areas); all areas shall be clean, orderly, and ready to use throughout the day.
• Proactively raise work orders and provide frequent status updates to respective users. This includes raising any cleanliness issues (i.e. replenishment of hand sanitiser, desk wipes).
• The main point of contact for general enquiries, escalations, and feedback, responsible for status updates to end-user and ensuring prompt, effective resolution where necessary and expectations are consistently exceeded.
• Regularly monitor customer feedback and produce an appropriate action plan based on the results.
• Own your operational space to ensure a fantastic Service Journey for customers within your location.
• Ensure all signages and messages are current and relevant, including placing outage notices and AOB.
• Ensure wayfinding and zoning maps are up to date and support collection of internal occupancy data.
• Support and promote ABW / FWN. Proactively communicate FWN / ABW etiquette and protocol and nudge respective behaviours.
• Report, feedback and manage behavioural trends.
• Locker Management Support – Including issuing lockers for new joiners or staff relocations; reclaiming lockers; review of ongoing utilization; and support reactive checks / clearance with a Security Officer or Floor Administrator.
• 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. Support lost and found activities.
• Operationally support change management activities throughout the workplace & project lifecycle, including post move support meetings, post move communications, signages, locker and storage management, floor orientations.
• Ensure that all agreed service objectives are met in line with client expectations.
• 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 their teams are using the space.
• Maintain an effective business relationship with the client and end users by understanding their needs and transferring these into the location where possible.
• Be the face of the Workplace/ Property team based on their needs to provide a personalised level of service.
• High level of visibility to staff.
• Stay current on relevant EUS technology in the workplace and attend trainings to be able to effectively assist end-users with any queries.
• Assist with AV, VC and other technology inquiries. Host end-user training when necessary.
• Host and promote employee engagement events; including lunch & learns, wellness activities, hobby clubs etc.
• Activate, promote wellbeing, fitness and recreation agenda in alignment with regional agenda and initiatives (assist with booking and inquiries).
• Assist with internal communications including cascading relevant information, promoting success stories, managing local pages on intranet, ensuring distribution lists are kept up to date, supporting townhalls.
• Support employees wherever they are - e.g. host virtual engagement events, assist and cascade home working related inquiries, checking in on home workers, communicating key information, activities and announcements.
• Welcome new joiners and provide in person or virtual orientation tours/ supporting documentation and media.
• Ensure full statutory and operational compliance is achieved in line with contract KPI’s.
• Be aware of changing needs of customers and adjust the service accordingly in line with global standards.
• Ensure compliance with H&S processes and procedures, including internal and external audits.
• Provide an excellent standard of client service.

Other responsibilities are location dependent and include (but not limited to):

• Support and manage the meeting room booking system. Ensure booking system is up to date, details for rooms are correct, assist with any booking inquiries and liaising with supporting teams if necessary.
• Manage the desk booking system in the role of concierge (super user) for a specified zone or premises and support and assist with space capacity issues.
• Manage and implement QR codes where necessary.
• Ensure seamless communication with hospitality/ GRH teams for any internal and external meetings or events.
• Ensure centralised utility room supplies of stationery and printer toner are stocked with required items.
• Ensure vending areas, social hub and pantry areas are always appropriately stocked with required items.
• Support and coordinate internal events, working with Hospitality and required vendors as appropriate.
• Support the health and safety function where required with virtual ergonomic assessments, e.g. dedicated training and protocols to be followed.
• Provide admin and financial support as and when required.
• Provide written reports and quality data as required.
• Any other reasonable requests.

Qualifications and skills:

• Fluent in the English language – written and oral.
• You are passionate about people, providing them with great experiences.
• A natural "people person" with exceptional Customer Service skills and attuned to customer needs.
• Has strong relationship building skills to be able to get to know, understand and respond to the needs of our 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/ co-working experience is preferred - minimum 3 years.
• Previous events experience 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 their colleagues.
• Ability to work under pressure and to tight deadlines.
• Exceptionally organised and skilled in multi-tasking, with outstanding time management skills.
• High level of grooming standards.