Guest Services Ambassador
JLLJLL 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.
Overall Role
The Guest Services Ambassador is critical to enhancing the workplace experience for employees and clients, by creating a workplace that is energetic, warm, and engaging.
This role is the first interaction anyone coming into the SAP office has, you set the tone for the SAP experience. You will be assisting Facilities team to ensure that the workplace and client meeting spaces are maintained to the
highest standard, providing high levels of customer service, and looking for
opportunities to exceed expectations and create memorable experiences.
Duties & responsibilities
Client/Stakeholder Management
– Provide superior customer service to meet on-site client’s expectations
– Ensure prompt and timely phone operations and all phone queries are directed to the correct representative.
– Maintain and update phone directory and internal contact list.
– Ensure that reception areas, including desk and seating areas and client facing kitchen are tidy and presentable
– Meet and greet clients promptly and contact staff member via Team or phone to advise of guest’s arrival
– Ensure that all Boardrooms, meeting rooms and presentation rooms are cleared promptly and kept in a pristine condition
– Assist with event and meeting room queries.
– Ensure room set-ups are in place for training, conference calls, town hall meetings, etc.
– Ensure rooms are stocked with appropriate supplies, as required
– Liaise with facilities to ensure that after-hours air-conditioning and lighting requirements are in place for after-hours functions
– Ensure that Audio-Visual services are in place and the necessary preparations have been made and are in working order and provide assistance as required to ensure a smooth-running meeting. Liaise with IT where required.
– Issue access cards, including entering into the system and handling any relevant paperwork
– Manage visitor management for all guests and clients entering the office. VIM system is owned by GPS, you will need to liaise with Security for issues with the system.
– Collect and/or receive mail and courier deliveries, receipting in register and contacting relevant staff
– Build and develop effective client / stakeholder relationships across multiple levels of the organisation.
– On-site key point of contact for Facilities in the client’s premises
– Fulfil any ad-hoc requests promptly and efficiently to support the facilities team.
– Ensure any faults or defects are noted and reported to facilities team to ensure an outstanding client experience.
– Assist clients and staff with faxing and photocopying as requested
Procurement & Vendor Management
– Ensure that all stationary order and supplies are maintained as required
– Order all snacks, beverages, crockery and glassware and other pantry items as required
– Assist the facilities team in the management and induction of all contractors on site to ensure they perform to the required standards
Finance Management
– Assist in financial processes for facilities management team, to ensure that all financial management requirements are completed in a timely and accurate manner.
– Scan and save all delivery dockets and upload into the team folder promptly for invoice approving.
– Ensure prompt and accurate management of purchase orders in JDE, as required
Health & Safety Management
– This role has the responsibility and duty of care to work safely, taking reasonable care to protect their own health and safety and that of fellow workers and visitors and to comply with the requirements of the health and safety guidelines, policies and rules.
– Raising of incidents, hazards and risks into the system as required.
Site Operations Management
– Assist in the implementation of Industry Best Practice operations
– Seek ways to constantly reduce costs and improve operational standards
– Maintain premises in neat and good working condition at all times
– Provide FM support for meeting room bookings where required
– Coordinate with pantry/cleaning staff to ensure upkeep of kitchen area, top up kitchen consumables (biscuits/nuts/drinks/fruit), packing/unpacking of dishwashers etc.
– Tidy up kitchen area, top up kitchen consumables (biscuits/nuts/drinks/fruit), pack/unpack dishwashers etc.
– Ensure the office is presentable at all times, if the office is busy, step in and help the cleaning team to achieve a presentable office.
Risk Management
– Assist in the implementation and management of the property risk management program
– Support the implementation and monitoring of disaster recovery and business continuity plans
– Follow established escalation procedures and incident reporting procedures
– Adhere to JLL’s business conduct by ensuring compliance with the firm’s guidelines, procedures and strategies at all times.
Customer Communications
– Be the face of the customer service team, greeting all employees and visitors with a warm smile, and in a proactive manner.
– Build relationships to develop trust and become a go-to person in the office.
– Liaise with business stakeholders when required to support their meeting and event booking requirements.
Performance objectives
Achieve Key Performance Indicators and Service Level Agreement targets for reception and support these targets for the facilities management team
Key skills
§ Demonstratable Customer Service and experience focus
§ Must present a professional and friendly corporate image to clients
§ Ability to interact well within a team
§ Ability to learn new systems quickly
§ Ability to confidently interact with all levels of the organisation from CEO to cleaning contractors
§ Self-motivated
Employee specification
§ Problem-solving skills – capacity to deal with ambiguity and solve complex problems effectively
§ Ability to effectively deal with stressful situations
§ Able to work independently
§ Self-motivated; confident & energetic
§ Flexible – able to adapt to rapidly changing situations
§ Goal-oriented – able to focus on meeting all performance targets
§ Strong communicator – good presentation skills and possesses strong verbal & written communication skills (English); also an active listener
§ Exhibits honesty & trustworthiness
§ Baseline or NV1 Clearance is required. If you do not hold the clearance, you must be eligible to receive them.
Location:
On-site –Melbourne, VICIf this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!
At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.
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Jones Lang LaSalle (“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 > I want to work for JLL.