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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 Team Leader – 40hrs Monday - Friday

Main Duties

Driving 5-star customer service excellence through training and day-to-day line management at Kings Place, LondonTo deliver an exceptional customer experience for all internal and external customers visiting the corporate facilities ensuring that all activity delivered is of the highest standardManagement of the meeting room set-upProvide support and day-to-day management of the team i.e. annual leave requests, absence reporting, weekly key updates, 1-2-1s etc.To support the Service Level Agreement by ensuring that all site activities are carried out effectively.Build and maintain relationships with local site clients and act as escalation point for any Front of House/ Events issues.To ensure customer requests are dealt with efficiently and effectively.Assist in liaising with multiple service lines (cleaning, maintenance, catering) to ensure delivery of quality of service.Assist JLL Facilities and other service line managers with contractor activities and projects.Working to contractual KPIs and SLAs.Ensure all receptions, events and meeting spaces are set to a defined standard with monthly auditing.Develop and work to a standard set of operating procedures and processes.Lead and support Emergency Evacuation procedures.Raise work and escalate requests through the appropriate systems

Engagement, culture & communication:

Accountable for creating reports and MI (Management Information) for contract.Accountable for the quality of communication and quality of reports being submitted to client, team and business.Responsible for driving company culture within their team.Responsible for engaging with the wider business - e.g. attends managers forum meetings.Responsible for proactively looking for networking opportunities and gets involved where possible.Responsible for ensuring the client is fully informed of all relevant information.

Client relationships:

To be articulate and pre-empt the needs of clients and visitorsTo ensure all guests receive an excellent welcome and that you consistently deliver great serviceManage Visits Diary To demonstrate a can-do attitude towards individual customers requests and strive to exceed customer expectationsTo acquire a good knowledge of all on site services to be able to advise individual customers in line with the needsTo communicate in a clear, polite, and friendly way to all customers / staff in all departments –reception, cleaning, and maintenanceTo liaise with service providers to ensure delivery of a quality service, on time, to specificationCollaborate with external vendors and partners to enhance the tenant experience through events and initiativeDevelop effective relationships with external customersTo ensure customer requests are dealt with efficiently and effectively

Finance & Commercial Awareness:

Use computer as an effective communication tool, inputting data as requested into excel and word documentsProduce monthly statistics of utilisations for events, front of houseAccountable for measuring, meeting and reporting Key Performance Indicators (KPIs) with client inputResponsible for using KPI output / service reviews to improve service deliveryResponsible for implementing and maintaining the Standard Operating Procedure (SOP), seeking constant improvement

People & productivity:

To lead and manage the Customer Support team to deliver a first-class service within Rolls-Royce Kings PlaceProvide support and day-to-day management of the team i.e. annual leave requests, absence reporting, weekly key updates, 1-2-1s etc.To cover Reception if required covering holidays and sicknessProvide a VIP Concierge Service, including “Meet and Greet” and Reception dutiesTo portray a friendly, professional and courteous demeanour at all times, using open and appropriate body languageTo ensure you are immaculately dressed in uniform and adhere to Client and JLL grooming standardsAssist in any other reasonable duties as required.

Events:

Provide operational support to internal eventsTo communicate professionally with residents of the building (inc. building-wide messages) and the client, providing a 5* level of service at all timesProvide support with co-ordinating events on site and liaising with Catering/hospitality teamReview customer feedback tracking remedial actions through to closureProactively seek tenant feedback and suggestions for improvement, ensuring high levels of tenant satisfaction.To handle any guest complaints and provide a swift solution or escalate as appropriateEnsure consistent, high-quality support is supplied to the business consistently

Meeting Rooms Management:

To be responsible for the meeting room set-up prior to the meeting requests for the following day, including manual handingProcess meeting room requests, for internal & client meetings.Ensure all meeting, conferencing and event spaces within our control are set to a defined standard including dividing rooms and reconfiguring furnitureAddress issues, coordinate with appropriate teams to ensure quick and efficient resolutionProvide AVIT support for conferences and eventsMaintain and actively utilise a portfolio of information to assist with client queries for example, transport, inter site bus & car parking.Conduct building orientation sessions to familiarise new tenants with building protocols and services.Collaborate with external vendors and partners to enhance the tenant experience through events and initiatives.

HSSE and wellbeing:

Work to and periodically review a standard set of operating proceduresSupport Emergency Evacuation proceduresCarry out the building HS&E daily inspection before the building opens ensuring all actions are tracked through to closureTo efficiently report any maintenance, IT or Health and Safety concerns to the relevant departmentEnsure all meeting room requests are completed in accordance with the SLAResponsible for working in a safe manner at all times and in line with any SOP's and HSSE folder, Check RAMS and make sure all events run safelyTo actively complete departmental checklists ensuring quality of service and standards pertaining to the presentation and maintenance of meeting rooms and public areasAttend weekly service line meetings

Strategy: innovation, change & project management:

Responsible for ensuring team members have objectives in place that are linked to the strategy.Responsible for identifying innovation opportunities within their sitesResponsible for assisting line manager in any wider business projects.Responsible for developing a culture of continuous improvement and innovation that delivers ideas and improvements.Responsible for analysis and proactive use of Management Information (MI).

Person Specification

A clear understanding of Health & Safety practices, including Risk AssessmentCustomer orientated approachEnthusiastic and conscientiousAn understanding of Audio Visual and IT systems and the ability to explain this accurately to customersComputer literate (Word, Excel, Outlook E-mail)Clear, strong and confident communication skillsTeam player with an enthusiastic attitudeTo work efficiently and effectively in a team as well as individuallyA world class customer service ethic, consistent in delivery and insist of high standards of yourself and your colleaguesThe ability to adapt quickly as it is a fast-paced environmentExcellent written and oral communication skillsHigh attention to detailFlexible approach to working hours

#LI-JB2

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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