Workplace Experience Ambassador
il y a 3 jours
JLL supports the Whole You, personally and professionally.
OverviewThe Experience Ambassadors’ primary goal is impacting the care and comfort of employees. They will know the employees on a first name basis as well as their “delight” preferences. They will liaise closely with the engineering and operations team to ensure the space is visually and environmentally comfortable for the employees. Ambassadors solicit customer feedback through face-to-face interactions leaving the customer with the feeling that they are personally being cared for. They will be in touch with hot issues disrupting the office and act as the point communication to all impacted. This team will bridge the gap between operational excellence and personalized customer experience increasing productivity for the client’s team.What the Experience Ambassador can do: Primary point of contact for employees for onsite support services. Responsible for effecting a positive experience across the workplace
“Show me you know me” mentality - hospitality trained and focused to manage big spaces with a small site approach to build close relationships with your employees
Mayor approach - well known, easily recognized and well appreciated personnel, responsible for following up with employees on reported issues to ensure any questions/request are answered and that there is fast receipt and response to employee ideas, requests, or challenges
Warm greeting daily - face to face interactions with a goal of connecting with your onsite population daily; primary focus of the morning greeting will be to ensure readiness to start the day ensuring employees have an assigned workspace, have access to Wi-Fi and office services, understand the floor layout and have a readily accessible liaison for facility management needs
Daily site inspections of floors and conference/meeting rooms - monitor and oversee area to ensure shared spaces (conference rooms, break rooms, etc.) are stocked, maintained, and appropriately utilized
Routine walkthroughs and assessments, proactive work order entry, execution timeliness and follow up through completion
Coordinates with engineering and operations, print, food services, custodial staff, IT and 3rd party vendors, as needed - supports vendor management oversight
ResponsibilitiesThe role of the Ambassador is to deliver an integrated experience, be a community manager, provider employee and guest service with bespoke support.Employee & Visitor ManagementProvide a welcoming approach to all visitors, accommodating the visitors, identifying the host, and facilitating collection. This includes logging in and out any client visitors and / or referring them to reception
Provide employees or visitors with a clear and comfortable and understanding of the rules governing access to host or the building
Customer AssistanceEnsure smooth, safe, and continuous operations in the workplaceWalking floors and shared spaces ensuring they are stocked, maintained, and appropriately utilized
Serve as the primary point of contact with employees,
Intuitive service delivery, anticipating occupant needs
Partners with FM, 3rd party vendors and landlord
Maintains conference rooms for cleanliness, assists with setup as needed
Assist and advise employees on the best use of workplace and equipment. (AV, Wi-Fi, focus rooms).
Submit SNOW tickets on behalf of employees for any IT community issues to ensure repairs are completed, ex. Printers
Act as host and role model while facilitating the interaction of the community“Show me you know me” mentality
Well known, easily recognized, and well appreciated by the employees
Drives behavioral changes needed to support new way of working (hoteling etiquette, etc.)
Create engaging communications and training materials that drive experience
Impact the care and comfort of employees and guests
Warm welcoming greeting providing high touch experience for your guests and employees
Knows employees on a first name basis as well as their delight preferences.
Capture community feedback and usage analytics to provide actionable insightsMonitors space utilization using SpaceIQ and runs reports as needed
Performs pulse surveys of occupants
Performs regular audits and assessments of the workplace
Community ManagementWell-known and easily recognized by employees
Create engaging communications and training materials that drive experience
Monitors space utilization/attendance.
Performs pulse surveys or the occupants
Updates phone lists and building signage
Performs routine walkthroughs and assessments
Work Order SystemAmbassador are expected to proactively enter >80% of work orders, following the account specific work order processSite audits/inspections are to be completed to ensure the space is functional, visually & environmentally comfortable, well stocked & maintained
Work order resolution should be provided to clients within the agreed SLAs
If resolution is not possible within the SLA. The ambassador should provide acknowl
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