The Senior Service Ambassador will be part of the Community Management and Workplace Experience Team and is responsible for delivering concierge and hospitality services that will develop a more engaging and productive workplace environment in Client Office.
In charge of reception and concierge services, the SSA primary mandate is to ensure and upkeep the happiness and engagement levels of the building occupants. This is by delivering service through JLL's four drivers of workplace experience: Comfort, Convenience, Capacity and Collaboration.
Secondly, it is to ensure all occupant's safety, satisfaction, productivity and efficiency is kept at optimum by ensuring our Facilities Management team are able to support their needs and requirements at all times.
Responsibilities:
- Developing and implementing strategies to enhance the overall experience of occupants in the facility, including employees, guests, and visitors.
- Develop and implement standard operating procedures to maintain cleanliness and hygiene standards.
- Manage and coordinate various soft services such as cleaning, pest control and landscaping within the account's portfolio & ensuring that these services are delivered to the expected standards and properly aligned with the needs of the organization and its occupants.
- Conduct daily routine walkthroughs and assessments of the soft services delivery to ensure ambassador's compliance with service level agreements, policies and regulations, and performance metrics to provide flawless execution and stable service delivery for the client
- Provide guidance, training, and support to team members, ensuring high standards of performance and professionalism.
- Collaborate with external vendors and service providers for efficient delivery of soft services.
- Coordinate with internal teams to implement necessary improvements in soft services and human experience.
- Collaborating with various teams, such as operations, maintenance, and service providers, to ensure the seamless delivery of services aligned with occupant expectations.
- Building and maintaining strong relationships with occupants and stakeholders to understand their requirements and address any concerns or feedback.
- Monitor and evaluate the quality of services, addressing any issues or concerns promptly and taking corrective actions when needed.
- Utilizing data and analytics to gain insights into occupant preferences, trends, and satisfaction levels and to make data-driven decisions, identify opportunities for improvement.
- Proactively seeking opportunities for innovation and improvement in the human experience by staying updated with industry trends and best practices and leveraging technology and new strategies to continuously evolve and enhance occupant satisfaction and well-being.
- Implementing initiatives to enhance employee engagement and well-being within client premises such as wellness programs, work-life balance initiatives, diversity and inclusion efforts, and ongoing training and development to create a positive and supportive workplace culture.
- Prepare and submit regular reports on facility and team's service performance, including cleaning, pest control, and landscape maintenance.
- Lead a team of ambassadors, by setting governance through audits and mystery shopping
- Ensure the upkeep of the team's attire and adhere to the established grooming standards.
- Strive to continually improve experience service performance
- Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices, new tools, process re-engineering and other ideas that provide service delivery efficiencies
Requirement
- Mid-level experience from 4 to 5 star Hotel /Tier 2 Airline / F&B industry
- Semi-strategic role that will involve high-level planning and guiding the team towards an end to end successful operations
- Conduct training, internal journey mapping, audits to keep team in regular check of execution
- Help plan & support request required by BUs and ensure requirement are met at high standards
- Strong problem-solving skills and the ability to work well under pressure.
- Proven experience in a similar guest relations role within a corporate environment.
- Strong customer service and communication skills to effectively address guest concerns.
- Knowledge of facility management principles, including cleaning, pest control, and landscape services.
- Excellent organizational and multitasking abilities to manage multiple soft services simultaneously.
- Strong leadership and team management skills, with the ability to motivate and guide a diverse team.
