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.
The Receptionist will be primarily responsible for the delivery of the Customer Service experience, ensuring exceptional customer interaction, leaving guests and callers with a positive, professional and lasting impression. The individual(s) will assist the Front of house Team Leader to ensure a consistent and smooth link with the rest of the team. They will also be multi-skilled to meet the wide and varied requirement of the role.
Service Delivery
Provide an exceptional Customer Service experience to site residents and their guests, acting as a single point of contact for all enquiries they may have.
Ensure guests are greeted & welcomed courteously and their needs are anticipated at all times.
Provision of Reception services between the hours of 07.00 and 18.00 as directed by the Front of House Team Leader. Split into a Rota between all staff members.
Efficient guest registration and host notification with the ability to remember guest names and faces
Issue passes in accordance with the laid down procedures and explain the HSE and evacuation procedures to each guest and non-resident visitors.
Ensure the reception desk is kept immaculate and tidy at all times.
Ensure that all absences from the reception desk are managed so that the desk is never left unattended during operational hours.
Completion of the daily activity spreadsheets and shift checklists to promote the running of an efficient reception service.
Book taxis and cars for staff and visitors as required from the approved site suppliers.
Administer the bookings for meeting rooms and inductions.
To be competent and confident in the use of a range of relevant IT systems.
To proactively assist guests with luggage on their arrival at the building, providing receipt tags for all items stored.
To undertake general team administration duties for the Workplace Management operation as directed.
To take ownership for the visual standards of the entire reception area and all related areas that impact on the Customer Experience.
Able to provide, general information on the local area, directions, traffic & travel updates, information on flights and travel timetables.
Contribution to and use of the Customer Service team noticeboard at all times.
Compliance Management
Delivery of services as laid down on the Service Level Agreement document for the Reception and Switchboard services.
Report all service shortcomings affecting the guest experience to the Front of house Team Leader regardless of what service is being provided.
Monitor progress of service requests raised, this will ensure prompt response by the various teams.
Support the Front of House Team Leader with continuous improvement to services and procedures.
Maintain personal awareness of all site procedures relevant to the Reception role, ensuring that any required changes to procedures are brought to the attention of the process owner.
Completion of the daily checklists and area audits.
Be fully conversant with the reporting procedures for any non-conformance / incident in relation to H&S and first aid.
Must know where the fire exits and muster points are located and ensure access to and availability of them is kept clear at all times.
People & Performance Management
To take great pride in your personal presentation, adhering to the laid down uniform and appearance standards for the team, supporting other team members by carrying out regular “image” checks for each other.
To always smile and use positive body language in each interaction, enabling you to take control of your working area and support/check colleagues in their delivery.
Maintain regular contact with all members of the Workplace team based at the site to ensure a consistent & smooth service is being provided throughout.
Ensure that all members of the team are able to recognise Board Members, Group VPs and Senior Management.
Embrace and deliver the working together service excellence concept and to operate as part of the “One Team” culture across site.
Ensure prompt and seamless handover of information and special requests between shifts.
Support the Front of House Team Leader with cross training other members of the team.
Competencies
Willingness to Learn Service Delivery
Quality Standards, Image and Innovation
Planning, Prioritising and Organising
Problem Solving
Trustworthy and Discreet Passion
Self-Motivation
Team Player
Living the Brand
Skills & Experience
Strong customer services skills and experience within a high profile environment.
Present a self- image of confidence and authority to enable effective customer service delivery.
Service orientated attitude combined with a flair for pro-active problem solving to exceed customers' expectations.
Ability to easily memorize names and recognise individuals’ particulars.
Ability to provide services to the highest specification within a Corporate Head Office Building.
Strong team player within a Customer Service team and Service Providers.
Ability to manage service disruptions in a seamless manner via effective use of the team’s resources so as to maintain business as usual activity.
Ability to motivate self and others, excellent time management and organisational skills.
Excellent computer skills and the ability to learn new software and systems.
Previous experience in operating a resource or a hotel reservation system.
Training & Qualifications
At least 2 years’ experience of operating within a Customer Service environment providing guest and/or reception services to the highest standard
Performance Excellence
At a formal level the job holder will be charged with a number of Customer Service/relationship objectives as part of their annual appraisal and development plan.
At an informal level the individual will be encouraged to actively participate in the customer service and wider FM team to drive continuous improvement.
Working Times
Core hours to operate shifts between the hours of 07:00 and 18:00 Monday to Friday with flexibility of supporting additional hours as required.
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.
