JLL supports the Whole You, personally and professionally.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
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.
About the role:
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.
Key responsibilities
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 RequiredProven track record in fast-paced customer service settings where you've successfully managed multiple requests and priorities
Comfortable using Microsoft Office applications (Outlook, Word, Excel, Teams) for daily tasks
Previous experience welcoming visitors and managing front desk operations in a professional environment
Positive, proactive attitude with a solution-focused mindset
Adaptable approach to changing priorities and workplace needs
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
About JLL –
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
