Workplace Experience Ambassador
 JLL | |
 United States, New York, New York | |
| 148 West 37th Street (Show on map) | |
 Sep 20, 2024 | |
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The Experience Ambassador is responsible for delivering exceptional client experience every day through enhanced engagement, proactive communication, and high touch service within a select portfolio of properties. The Experience Ambassador will be expected to increase the level of engagement and partnership between JLL, service partners and our clients to provide superior service delivery while enhancing their individual personal and professional skills. 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. This is a hybrid role with some Facility Coordinator responsibilities.
Key Elements and Essential Functions: Directly support the Facility Manager with on-going facility and team related responsibilities, including, but not limited to: Developing and Maintaining Goals Serve as the initial point of contact for all Client employee inquiries, issues, troubleshooting, and feedback related to the services within the workplace, with the primary goal of positively impacting the care and comfort of Client employees and guests Serve as onsite Experience Services contact and coordinate Ambassador services Ensure Ambassador services are executed in a manner consistent with the SLA's, standard processes, professional brand image and compliant with applicable local laws, rules and regulations Conduct routine walkthroughs and assessments of the soft services delivery to ensure compliance with service level agreements, policies and regulations, and performance metrics to provide flawless execution and stable service delivery for the Client Support data collection, analysis and reporting to ensure alignment with the Clients' goals and objectives Strive to continually improve experience service performance Achieve and exceed goals including performance goals, team goals and Clients' goals and objectives Serve as the initial point of contact for all Client employee inquiries, issues, troubleshooting, and feedback related to the services within the workplace, with the primary goal of positively impacting the care and comfort of Client employees and guests Assist with the coordination and scheduling of maintenance activities. Includes scheduling freight, loading dock and other building support in Property Management system. Assist management and staff with operational reporting, budgeting, financial systems, maintaining spend trackers, other miscellaneous trackers and purchasing as necessary. Create Purchase Orders, verify work is completed by goods receipting and update financial systems and all trackers. Create work orders in Corrigo for building services such as janitorial, maintenance, safety, and security concerns through the appropriate channels/systems - ensure speedy closure and follow up Respond to all work orders in Corrigo in a timely manner, ensuring KPI compliance and excellent customer service. Ensure vendors are complying based on their SLA's and KPI's. Coordinate special events in support of client or Jones Lang LaSalle Ensuring Exceptional Service Works collaboratively within the account team in the delivery of Experience Services across all business lines (Facility Management, Engineering, Projects, etc.) Assists with third party vendor relationships and service partners to provide maximum service delivery Intuitive service delivery, anticipating needs or concerns exceeding Client expectations Builds meaningful lasting relationships with Client employees and guests, carrying calling and culture cards Visibly engaged and well known in the workplace; spends a minimum of four hours per day welcoming employees in the reception or employee entrances and walking floors to ensure Workspaces (offices, desk, conference rooms, mailroom, pantries, etc.) are stocked and maintained Receives and responds to all requests or issues in the Facilities Mailbox, Helpdesk or slack channels within one day of receipt, including a personal follow up to Client employees to ensure questions / requests are answered Identify potential risks and escalate, as appropriate, to ensure no privacy breech, security incident or disruption to Client's operations occur Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices, new tools, process re-engineering and other ideas that provide service delivery efficiencies Assistance and flexibility with Client events as needed to ensure flawless delivery Serve as training center concierge for internal /external events Provide administrative and operational excellence for soft services Maintain and reserve conference rooms Perform ad hoc assignments and administrative support for a seamless and timely delivery of services Sound like you? To apply you need to be/have: Bachelor's degree or equivalent 3-5 years minimum prior relevant experience in hospitality, facility / property management, operations and/or knowledge of commercial real estate, preferred Exceptional customer service skills and professionalism with a passion for hospitality Ability to manage multiple priorities and deliver results in a fast-paced environment Highly collaborative with strong interpersonal skills and track record of excellent internal and external customer service Ability to work independently - strong prioritization and time management skills Ability to work with diverse teams - lead by example; respectful, cooperative, accountable Excellent verbal and written communication skills with the ability to communicate professionally Excellent organizational skills and process management Ability to adapt to new devices, technology, and applications Proficient skills in Microsoft Office Suite (Teams, Excel, PowerPoint, Word, OneNote, and Outlook) | |