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.
Front of House (FOH) Supervisor
The role of a Front of House Supervisor is to ensure the highest levels of client and visitor care. To consistently deliver service excellence as a role model and to drive Guest Services Ambassadors and Coordinators to provide seamless visitor experience, and all reception duties are attended to. A highly self-motivated individual who has an instinctive customer centric approach that anticipates our HSBC colleagues & customer’s needs in line with the CX vision “enabling opportunities for everyone to flourish”.
Working hours/pattern
Monday to Friday on a rotational basis, 40 hours per week. Flexibility is essential to support events and key business activity.
Key responsibilities
Customer Focus
To ensure that all visitors experience service excellence consistently, with the Guest Service Ambassadors providing a warm, courteous, and prompt welcome on arrival and throughout the client journey
To collate customer feedback on an ongoing basis via Corrigo and follow-up with customers to ensure resolution
To ensure accurate information is available for Guest Services Ambassadors to provide local area knowledge and liaise as a point of contact between clients and hosts
Liaising with PA/EA teams, clients & visitors and providing excellent customer service – encouraging the team to deliver “wow” moments when the opportunity arises
Monitoring mobile reception technology to ensure functionality and Guest Services Ambassadors are delivering service fluently and in harmony with Vgreet
Proactively deal with enquiries, requests or complaints in person, via the telephone or email, in a timely and professional manner ensuring effective problem resolution
Ensure a commitment to service excellence recognising guest service ambassadors and colleagues with service STARs
Leadership Accountability
To lead the team’s awareness of business and team activity with regular and ad-hoc communication
Strategically rota the team according to VIP events and transfer floor meetings
Provide administration support, having full working knowledge of Asure visitor management, room and desk booking system to support guests or HSBC colleagues with any queries
Ensure meeting rooms are kept to the required standards and ready for use at all times using the Corrigo FM process
Ensure that all times the Guest Services team are adhering to the highest levels of personal presentation / appearance and wearing the correct uniform
Organise excellence-audits and scorecards of the Guest Services areas to ensure reception desks/ Vgreet, guest waiting areas and client suites are always maintained to highest standards of tidiness and cleanliness
Support a culture of continuous learning within the team, supporting them on their journey of being a customer services professional with short takes etc with the Front of House Supervisor being the “trained trainer”
Proactive Guest Services Operation and Communication
Adaptable to work throughout the Guest Services operation including main building reception, internal reception spaces and Guest Services Hub providing leadership support appropriately
Communicate effectively the management team, displaying accuracy and attention to detail both in verbal and written communication
Maintain a strong awareness of business activity communicating all updates with Guest Services Ambassadors whilst building strong and lasting relationships
Escalate any new / ongoing / potential issues and complaints to the Guest Services Deputy Manager so that they are addressed accordingly
Organise the training of new Guest Services team members including induction plans and reviews
To support and guide all Guest Service Ambassadors and Coordinators with their daily tasks and personal development, to help improve each individual and overall service standards for the client
Person Specification/Requirements
At least 2 years' experience within a Front of House role in a corporate environment, 5-star hotel, members club or flagship airline
Self-motivated service leader committed to driving service excellence
Possesses fluency in leading reception services and standard operating procedures, together with in house meeting reservations procedures, and other internal/external communication methods
Ability to demonstrate empathy, excellent customer service and practical skills
Operational knowledge of all reception services and standard operating procedures
Must have excellent organisational skills and good attention to detail
Professional and high standard of overall communication
Should have an excellent and positive “can do attitude” and a great team player and leader
Able to work in a busy and pressurised environment providing a discreet and personalised service.
From time to time the company may require you to work at other sites, on projects, company development, site visits or similar. You will also positively represent the company at all times along with being present in the workplace at critical times of operation
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.
