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.   

Front of House Operative

Role Purpose

Guest Relation Hosts (GRHs) are Employee Experience Ambassadors, committed to providing a superior customer and employee experience.

GRHs are the face of our Workplace and client Property team; they are expected to deliver a 5-star hotelier style service and experience to all customers, clients, and employees.

The Guest Relation Host team is a client / hospitality service orientated function, responsible for services including, but not limited to, hospitality and events management, reception and visitor management, pantry management, meeting room management and client suite services.

They will be instrumental in ensuring the workplace delivers a great experience for visitors and staff, taking ownership of the workplace by making sure they have happy customers and visitors in their community.

Guest Relation Hosts must be passionate about customer service and willing to go ‘the extra mile’ to assist staff and visitors. They are brand ambassadors for JLL and our client.

Guest Relation Hosts need to be confident in engaging with new customers and build relationships with existing ones, curating moments of inspiration and delight across all services.

What this job involves:

Responsibilities listed below are site dependent. It is expected that a GRH will work across the relevant functions interchangeably on a roster basis which will be communicated upon appointment and based on service level agreements for the particular location.

Responsibilities may include (but are not limited to):

Meeting Room and Client Suite Management

Professional, well-groomed, and well-trained staff available to meet, greet and guide colleagues and clients to the respective meeting location. Visitor and client experience shall be professional, warm and genuineEnsure all meeting rooms are kept clean, tidy are ready for use – ensure highest level of cleaning standards. Pre- checks to be conducted before every meeting including equipment and AV/ VC checksSet up and reset of internal and external meeting rooms, training rooms or conference rooms. Manage rooms to be set up appropriately according to individual booking and equipment requests. Rooms should be reset as appropriate in line with daily booking schedulesIssue Resolution- resolve simple AV/ VC, collaboration tools or other meeting and conference room related equipment issuesSupport and manage the meeting room booking system, which includes booking all forward and same day reservations, cancellations and / or amendments to bookings as per client requests (site depending) ensuring frequent communication with end user on their bookingManage catering requests, AV or VC, room equipment, any special requirements etc… liaise with FM team/ catering/ security/ any other vendors as appropriate to ensure all requests are fulfilled accordinglyEnsure meeting room booking system is up to date- details for rooms are correct, assist with any booking inquiries and liaise with supporting teams if necessaryManage meeting room inventory checks

Public

All meeting rooms consumables, including F&B, should be refilled and reset after each meeting where appropriateObtain all external attendee names of visitors and prepare a daily visitor arrival list for the next working dayEncourage and nudge appropriate booking behavior and provide utilization reporting including block booking, no shows etc…Conduct regular visual checks on meeting room usage (vacant or in use) to support ad hoc analysis of bookings vs utilisationHospitality and Events ManagementManage and follow up on the event set up / run down on the respective floor, ensuring everything is in order including technology assistance and all teams involved are prepped for required activitiesAssist with coordination of events: supervise the set-up / dismantling of event venues, perform risk assessments. Liaise with necessary teams (security, housekeeping etc…) as necessary to ensure a consistent level of serviceProvide food and beverage service for external/ client suite meetings or events. Manage with Hospitality lead and coordinate with vendors if necessary for large catering functions, fine dining, any special requests etc…Supervise and be present throughout eventAssist with any ‘ad hoc’ requirements or request related to functions and eventsAssist with communications to promote, confirm attendances, create name badges etc…Assist with any other internal events lead by business as requestedProvide team briefs for wider workplace team on upcoming events, conferences, client suite events to ensure up to ensure all teams are aware of activities

Reception and Visitor Management

Always deliver 5* customer service with a professional and presentable appearanceMeet and greet all staff, customers and visitors professionally and cheerfullyEnsure reception desks, waiting areas and internal meeting rooms are maintained to highest standards of tidiness and cleanliness as outlined in any operational KPIsServe as an information source for staff and customers- assist and advise with any inquiries on building facilities, meeting room locations, special events, surrounding amenities as appropriateBe approachable and interact with guests and members of staff of all levels in a professional and friendly mannerManage all visitor categories in line with security protocolInform hosts of the arrival of their guests or escort to host/ meeting room (in line with security practices)Monitor waiting areas to ensure visitors are collected/attended to in a timely fashion, interacting as appropriateIssue and control visitor security passes; Liaise and interact with security to guarantee a safe working environment for all visitors and staffProactive premises inspections, proactively raise work orders for surrounding areas to report any maintenance issues, cleanliness issues or system faults where necessaryTo be customer focused at all times, by being visible at the reception desks and developing relationships with staff and customersSuggest ideas for developing and evolving the reception services and assist in implementing these ideasRegularly monitor customer feedback and produce an appropriate action plan based on the resultsWelcome new joiners and provide in person or virtual orientation tours/ supporting documentation and mediaBrief visitors on arrival on fire evacuation procedures- emergency exits, evacuation routes and assembly points

Qualifications

Fluent in the English language – written and oralYou are passionate about people, providing them with great experiences. A natural "people person" with exceptional Customer Service skills and attuned to customer needsExcellent verbal and written communication skills with the ability to communicate professionally and effectivelyProficient skills in Microsoft Office Suite (Excel, Work, PowerPoint, Visio, Outlook, Teams, SharePoint, and Access)Previous Hospitality/ Reception experience is preferred- minimum 3 yearsHigh attention to detailFlexible and proactive; Comfortable working in a fast-paced environmentStrong problem-solving skills with the ability to react quickly and decisively when faced with a problem or issueStrong team player with a commitment to support their colleaguesAbility to work under pressure and to tight deadlinesExceptionally organised and skilled in multi-tasking, with outstanding time management skillsHigh level of grooming standardsProven track record of achievement

What you can expect from us

We succeed together and believe the best inspire the best, so we invest in supporting each other, learning together and celebrating our success.

Our Total Rewards program reflects our commitment to helping you achieve your career ambitions, recognizing your contributions, investing in your well-being and providing competitive benefits and pay.

We can’t wait to see where your ambitions take you at JLL. Apply today!

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Location:

On-site –London, GBR

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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