Overall Roll
The Business Support, Guest Services plays a pivotal role in providing authentic service experiences that bonds the relationship between JLL, our client and their guest.
As the first point of contact at Reception they are responsible for welcoming employees with genuine hospitality and thoughtful services.
The Business Support, Guest Services support the delivery of a comprehensive and consistent range of services at the site with a focus on continuous improvement, operational excellence, safety, and compliance. Assist in creating an interesting and impactful employee engagement strategy.
To support the Workplace Manager to deliver timely and consistent Workplace experience soft services & workplace operations technical services. Facilitate employee support and feedback and schedule regular meetings with key stakeholders to enhance relationships.
Duties & Responsibilities
Client Engagement
- Create a comfortable, welcoming and hospitable experience for employees and their guest.
- Handle internal & external calls and e-mails
- Organise receipt and deliveries of all mails and courier services
- Manage mail distribution records and mail logs
- Anticipate client needs through observation to create memorable experiences
- Assist to achieve optimization and efficiency of meeting room bookings
- Deliver concierge service with local expertise and insider knowledge.
- Adhoc responsibilities assigned by Workplace Manager
Transforming to the Workplace Team of the future
- Support the introduction of technology and digital platforms to enable Workplace team to be mobile and present on the occupant floors
- Adopt the JLL's new and innovative methods that can support the digitalisation of the workplace through automation, sensors, touchless technology, and new applications
- Support the development of an active and visible Workplace Team that is proactive, responsive, dynamic, engaging, and agile
Facilities Operations
- Support the Preventive and Planned Maintenance programme to minimise maintenance, repair, and replacement costs together with minimising the risk of equipment failure
- Support in ensuring all technology platforms are working as per the intent purpose and analytics are carried on a timely manner to ensure proactive response
- Understands operational SOP's & propose / suggest changes as part of continuous improvement
- Support Workplace Manager on minor projects / churn in the office with PMO
- Understand local / government regulations as part of operations
Human Experience
- Ensure the delivery of the account's Human Experience Roadmap at the site and ensure the delivery of all operational requirements to uplift workplace experience, community engagement and sense of wellness and well-being at the site
- Support the delivery of programs that drive employee engagement, sense of belonging, excitement and fun at work that contribute to employee productivity and pride
- Support all regional initiatives such as user experience programs, JLL system roll-outs, regional training programs/workshops, food & beverage, wellness, community engagement, digitalisation of the workplace, sustainability and D&I
Employee Engagement
- Create a fun and impactful employee engagement strategy
- Engage with all guests, employees, and key stakeholders
- Collate employee support/feedback initiatives e.g. FAQ
- Ensure delivery of services that are authentic, caring, and able to provide timely services
- Ensure effective communications and reporting to Workplace Manager on operation matters and Workplace Experience
Communication
- Share regular event and celebrations content through internal digital screens and other communication channels.
- Learn innovative communication strategies
Reporting
- Ensure the monthly performance report is generated to meet Workplace standards.
- Ensure accurate data on Events Management calendar and ATW recording
