JLL empowers you to shape a brighter way.  

Our people at JLL and JLL Technologies 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.   

Role Purpose

The purpose of the Destination Host is to create an incredible place for people to visit. We expect the Destination Host to have a deep understanding of their occupiers, customers, and stakeholders and to build meaningful relationships. The Destination Host will create an environment that feels like a second home for people, a destination that is part of their lifestyle and their community.

Key Stakeholders

Occupiers

Customers

Hammerson (Client)

Destination Team

JLL

Local community (charities, schools, local authority, organisations, and non-retail competitive businesses)

Marketing team

JLL service partners

Core Responsibilities

Curate a home-from-home environment within the destination that is inviting and exciting

Always watch the security, cleaning, and maintenance, ensure any issues are flagged, and follow through to resolution

To be mobile, highly visible, and importantly recognisable to the occupiers and visitors

To obtain feedback from the occupiers and visitors and to compile and present this in a structured format to suggest improvements to the experience

To build and share knowledge between occupiers, creating a community atmosphere

Provide a point of support for occupants of the shopping destination and be seen as customer focused. and an organiser. This Destination Host will be the person known to many and actively engages in conversations and activities beyond the day-to-day operational fixes

Be security conscious; be familiar with the shopping destination security processes and have confidence in raising when things do not look right

To be well always presented in dress and appearance by following the destination standards

Be reliable, flexible, honest and a strong advocate for the destination and always ensure you provide a consistent service

Support with managing and overseeing events on the day, including problem-solving, welcoming guests

Communicating with the Occupier and Customer Manager and Marketing team to ensure effective communication for destination events and marketing activity

Support the Occupier and Customer Manager and Marketing team with identifying event opportunities and generating interest

Regularly check in on the events happening throughout the day to make sure the attention is given to the vendors and encourage/promote attendance with destination visitors

Provide where required general administrative support to the destination Management team

Assist with key destination platforms, including finance, H&S and occupier software

Focus on People

Actively and positively engage with colleagues, occupiers, and visitors to quickly build relationships and create a community feel

Anticipate the needs of visitors to the destination and follow up to ensure that all expectations are met and where possible exceeded

Take ownership and responsibility ensuring you are working effectively and developing close relationships

Effective Communication

Handle all queries efficiently but effectively and supply relevant information as required and appropriate

Proactively identify and troubleshoot issues before they become a problem

The Destination Host will collaborate closely with the management team, fostering open communication through regular meetings to address challenges and opportunities creating an operating rhythm and routine

Complete a handover with colleagues and other stakeholders as required when taking time out of the business and between shifts

Be aware of relevant legislation to include health & safety and be always security conscious

Create a sense of community and fun with all colleagues

Building proactive and effective two-way relationships with the occupiers at the Destination

Own occupier communications, working with all departments and clients to ensure effective communication

Meeting with a range of representatives from each retailer within the scheme from decision-makers to store managers, to gain a confident understanding of their business performance objectives, aspirations and needs and identify opportunities to help retailers achieve these

Collection of turnover and trade information from occupiers

Oversee occupier customer feedback programmes as appropriate and use the feedback to inform strategy

Provide reporting on customer and community feedback that can be used to evolve the customer service offer within the destination

Build proactive and effective two-way relationships with stakeholders within the destination. These stakeholders will include local retailers, leisure operators, public services (such as police), local authorities, schools/ colleges/ universities, charities and such like. The Occupier & Customer Manager will get to know whoever they need to know to unlock unique opportunities and experiences for the scheme

Required skills

A strong communicator and interpersonal skills

Strong verbal and written communication skills

Cold-outreach experience a plus

Exceptional organisational and multitasking skills

Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic and empathy

A real specialist in retail, having a passion and understanding of retail. (experience of managing relationships with retailers a benefit)

Understanding of well-being programmes

Experience of small to medium scale event management

A passion for customer experience

Project management and business operations experience

Innovative thinking – be different and bold in approach

Able to embrace efficiencies – having an acute appreciation and desire for efficiency

Be ambitious and commercially minded

Location:

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! If you require any changes to the application process, please email EMEATA@jll.com or call +44 (0)20 7493 4933 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process.   Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

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