Floor Ambassador

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.

What this job involves

As JLL's Floor Ambassador for Workplace Experience, you'll create "Delight" by breeding a customer-centric experience for guests within your assigned portfolio, with a laser focus on providing outstanding workplace experience. You'll combine strong facilities management expertise with exceptional service delivery, ensuring seamless day-to-day operations while proactively addressing building systems, space functionality, and environmental concerns. You'll develop a deep understanding of the workplace and surrounding areas, becoming the single point of contact for daily workplace needs on office floors and a trusted counsel to guests.

Your FM responsibilities include:

• Coordinating maintenance requests
• Conducting regular floor inspections
• Managing vendor activities
• Ensuring compliance with health and safety standards
• Resolving operational issues efficiently

This role acts as an embedded point of contact for the Client team regarding workplace activities at a site level, supporting account initiatives by driving consistent implementation and delivery through nudge behaviours. You'll bridge the gap between occupant experience and building operations, translating technical FM requirements into service excellence.

A pivotal aspect of this role is active engagement and interfacing with lines of business and occupants as the ultimate service recipients. You'll transform the workplace team of the future by fostering all-level relationships, understanding business traits and needs, anticipating facility-related challenges, and problem-solving on the fly.

What your day-to-day will look like:

• Own your assigned floor(s), taking personal responsibility for everyone and everything, ensuring all staff and personal within the workplace team are achieving a seamless office environment.
• Know each person by name, what they do, and what community they belong to, greeting new people and helping them settle into their working environment.
• Work as a mobile team member without a fixed workstation, constantly present on floors with your community using a tablet to communicate and log tickets.
• Manage the Corrigo helpdesk jointly with the other Floor Ambassador, reporting status updates and issues to the Assistant Facilities Manager.
• Manage repair and maintenance services, arrange fixes with facilities colleagues, and ensure quality completion of scheduled and ad-hoc maintenance work.
• Monitor service provider performance to ensure contractual obligations are met and exceeded.
• Liaise between hospitality teams and facilities for event setup logistics, and coordinate with vendors for scheduling work while managing client expectations, for on-floor activities.
• Conduct floor inspections continuously to ensure cleanliness and maintenance standards are correct.
• Share observations regarding any misalignment to nudge behaviours and consolidate feedback to management regularly for ongoing improvement, good catches/near misses.
• Pro-actively develop and manage client relationships, ensuring expected service levels are achieved and KPIs are met or exceeded.
• Conduct data analysis and generate reports as per service delivery requirements and overall account management.
• Management of the parking software and completion of twice-weekly on-site parking audits.
• Management of the locker software system, provide training to on-site staff, and conduct regular locker audits.

Required Qualifications:

• Minimum 3 years' relevant experience in customer-facing roles such as FM, Hospitality, Events Management, or Serviced Office environments.
• Excellent verbal and written communication skills with fluency in English.
• Strong analytical, organizational, and administration skills.
• Customer-focused mindset with proven ability to proactively establish customer relationships.
• Strong PC literacy and proficiency in MS Office applications.
• Proven ability to function effectively as part of a team.
• Ability to effectively communicate and interact with all levels of people.

Preferred Qualifications:

• Diploma or Bachelor's degree in facilities management, hospitality, business, or other related field.
• Natural hospitality-oriented communications acumen.
• Ability to adapt in a fast-paced working environment and be versatile in meeting changing client needs.
• Proven ability to initiate and follow through with improvement initiatives, creating opportunities for efficiencies and process amendments.
• Experience with workplace technology and digital platforms.
• Understanding of workplace standards and ability to counsel on space needs and options.
• Experience supporting initiatives such as user experience programs and system roll-outs.

What we can do for you:

At JLL, we make sure that you become the best version of yourself by helping you realize your full potential in an entrepreneurial and inclusive work environment. We offer a competitive pay and benefits package. We will empower your ambitions through our dedicated Total Rewards Program.

JLL is committed to fair employment practices and welcomes applications from all qualified candidates regardless of race, religion, gender, age, family status, or disability. JLL is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process - including the online application and/or overall selection process, you may email us at HRSCLeaves@jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page.

We help our people thrive, grow meaningful careers and find a place where they belong. Together, we strive to be exceptional and shape a better world.

For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500 company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAYSM.