Guest and Workplace Experience: Reception Coordinator

JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you've got deep experience in commercial real estate, skilled trades, and technology, or you're looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

JLL Experience Services team members are "experts who create value through lasting partnerships." At JLL, it is our goal to provide workplace experiences that will be long remembered by our clients. We set the standard for superior experiences for our clients and our teams.

Job Summary

The Guest and Workplace Experience Reception Coordinator will work with on site teams responsible for delivering exceptional client experience every day through enhanced engagement, proactive communication, and high touch service within our client's office campus.

This role is responsible for the implementation of the experience programs at the client location. This client facing role provides the opportunity to combine your passion for service, brilliant people skills and enthusiasm for creating a hospitality focused workplace environment.

Job Responsibilities

Manage all Client employee enquiries across the campus relating to Guest and Workplace Experience Services. This will include ticket management, troubleshooting, and feedback related to the services within the campus.

Deliver the primary goal of positively impacting the care and comfort of Client employees and guests.

Execute Reception/Guest/Mailroom services in line with agreed SLA's and operating procedures.

Line management of direct reports, supporting role performance and coordination of schedules and tasks. Delivering. JLL performance cycle.

Provide cover to Guest and Workplace Experience Services roles when needed.

Conduct routine walkthroughs and assessments of the soft services delivery to ensure flawless execution of service delivery for the Client.

Support data collection, analysis and reporting in alignment with the Clients' goals and objectives.

Work collaboratively with the account team to deliver all services with a focus on end user experience.

Assist with third party vendor relationships and service partners to provide maximum service delivery.

Build and maintain relationships with Client employees and guests

Engage with Client employees within the workplace; walking floors to ensure Workspaces (offices, desk, conference rooms, mailroom, pantries, etc.) are stocked and maintained.

Identify potential risks and escalate, as appropriate, to ensure seamless service delivery.

Strive to continually improve guest and experience services. Engaging in a culture of continuous improvement and innovation, developing practice and service delivery efficiencies.

Providing weekly, monthly and quarterly reports to both JLL and Client facilities management when required.

Giving appropriate and timely follow-ups to colleagues and customers in emails, task systems, social posts and face to face

Manage and govern all vendor documentation including Onboarding, H&S, Statement of Work (SOW), Risk Assessment Method Statements (RAMS), insurances and certifications, to ensure all is kept up to date and standard

Be the escalation point for all Guest and Experience services and projects across the Campus, to ensure timely solutions and identification

Working in accordance with health and safety measures and promoting a culture of safety amongst colleagues, contractors and vendors

Perform and provide additional duties and support, as requested

About you

You are proficient in both French and English. French is spoken within the site; the business language is English with international visitors.

You have prior relevant experience in hospitality, facility / property management, operations and/or knowledge of commercial real estate, preferred

You have exceptional customer service skills and professionalism with a passion for hospitality

You are keen to develop within the workplace, spending time supporting a multi-disciplinary team gaining knowledge and expertise

You work collaboratively as part of a team to solve problems with professionalism and service focused approach

You are adept at multitasking and can manage multiple projects effectively in a fast-paced environment

You keep up to date with industry trends and have direct experience or an interest in facilities management and customer service

You are open and have good communication skills

You strive for excellence in what you do and share ideas for improvement

You are proficient with Word and excel and have a keen interest in technology

You are adaptable to work to requests and projects that will vary from day to day

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

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.

About JLL –

We're JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That's why we're committed to our purpose to shape the future of real estate for a better world. We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.