Guest Services Ambassador

JLL empowers you to shape a brighter way .   Our people at JLL 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.    Join JLL's dynamic team serving one of the world's largest banking and financial services organisations with a network spanning more than 50 countries and territories. We're seeking talented professionals who thrive in fast-paced environments and are eager to drive meaningful change. This is an outstanding opportunity to work alongside industry experts that help shape the future of workplace strategy for a globally recognised institution.  Whether you want a career that could take you to the top or an exciting new direction, we offer opportunities, support and rewards that will help you stand out, fulfil your potential, and ultimately make your mark on something truly exciting.  The role of a Guest Services Ambassador is to provide the highest levels of client and visitor care. To provide service excellence and to ensure that the visitor experience is seamless, and all reception duties are attended to. Responsible for the guest service duties onsite, supporting each element of the guest service operation, and ensuring that all functions are carried out in accordance with stipulated protocols and procedures. A guest services who has an instinctive customer centric approach that anticipates our HSBC colleagues & customer’s needs and lives the CX Vision: “We pledge to create exceptional, memorable experiences for HSBC colleagues and customers” This role reports to the Workspace Experience and Operations Manager Working hours/pattern    Core service hours of Guest Services are 07.30-17.30.  These hours are covered by the team on a shift rota basis, working Monday to Fridays, 40 hours per week.

Role is primarily hosting role requiring standing, walking and hosting visitors during the course of the day (1 hour at a time minimum). The role is based in the lobby, reception areas. Additional this would cover across building and meeting room floors where moving around the floor is a necessity to ensure each meeting room is attended to and visitors are hosted to ensure a smooth operation is carried out in the building.

Service Excellence To ensure that all visitors experience service excellence consistently, providing a warm, courteous and prompt welcome on arrival and throughout the client journey To host the main reception area energising the space and creating lasting impressions To provide an information service for the local area and liaise as a point of contact between clients and hosts, enhancing service with a concierge approach Fluency of both internal and external VIPs to constantly recognise and deliver service excellence Communication between team members to ensure smooth transitions throughout the building Liaising with PA/EA teams, clients & visitors and providing excellent customer service – creating “wow” moments when the opportunity arises Ensure that the visitor and client spaces are immaculate at all times, taking ownership of the space and reporting issues appropriately Proactively deal with enquiries and requests in person, via the telephone or email, in a timely and professional manner Continually develop expertise of business operation and client knowledge to exceed in service delivery Experience and Skills Required Proven track record in fast-paced customer service settings where you've successfully managed multiple requests and priorities Comfortable using Microsoft Office