Guest Services Ambassador in London

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.

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.

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 professional 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"

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

• 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.

If this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements. We're interested in getting to know you and what you bring to the table!