Guest Services Manager

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.UK Guest Services ManagerROLE AND RESPONSIBILITIESOVERALL ROLEThis position is responsible for the Colleague and Guest Experience within the assigned UK portfolio, with a focus on providing outstanding Experience in the Workspace and to Guests coming to our buildings.This role will be responsible for supporting and driving the CX culture for multiple sites throughout the UK. Inspiring a customer-first culture throughout the team to deliver exceptional colleague & and guest experience.A key aspect of this role is engagement, interfacing not only with key site stakeholders but also with other service partners and vendors, with site occupants as the ultimate service recipients.MAJOR RESPONSIBILITIESTransforming to the Workspace Team of the futureDevelop existing and bring in new talent and capabilities into the Workspace & Guest Experience Team, to ensure there is a highly proactive, responsive, dynamic, and agile team.Support the use of technology and digital platforms to enable the Guest Experience team to be agile and present and deliver best-in-class service.Support a culture of continuous learning within the team, supporting them on their journey of being a customer service professional.Promote and share best practice across the UK team to align service standards.Client/Stakeholder ManagementDevelop meaningful stakeholder relationships to ensure we are aware of business needs, allowing us to be agile with the changing requirements of the portfolio and site stakeholders.Work closely with Workspace Operations Leads (FM) for sites to ensure a one-team we deliver an aligned one team approach to key stakeholders. Ensure all feedback is shared with the Workspace Experience Lead in a timely manner, allowing us to identify trends, and root causes to allow us to flex & and to celebrate and share our successes.Leadership / Staff ManagementDeployment of behaviour-based training, playbooks, and JD’s. Supporting the CX vision to be brought forward.Actively encourage an environment that supports cross-functional teamwork, co-operation, performance excellence, and personal success.Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members.Operations ManagementEnsure the delivery of all operational requirements as per the client's scope of work across the site.To support the team’s awareness of business and team activity with regular and ad-hoc communication including regular team meetings and one-to-onesProvide guidance, on Guest Services systems including visitor registration and events to support R-R colleagues with any queries.To ensure that the Guest Experience team is consistently aware of VIP activity throughout their sites, to ensure that service is exceeded at any touchpoint. In addition, ensuring, they keep the wider JLL site colleagues aware of any VIP activity.Always ensure that the team is adhering to the highest levels of personal
presentation/appearance
and wearing the correct uniform.Carry out regular service audits of both the guest and colleague areas across the UK sites to ensure they are operating with service excellence at the forefront, ensuring any learnings are shared and issues closed out in a timely manner.Operate in a proactive manner that supports the entire Team, demonstrating a can-do attitude; this will include supporting on reception desks if needed. Support the implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems, and consistency.Support Regional initiatives such as user experience programs, JLL system rollouts, regional training programs/workshops, and client initiatives as appropriate, through driving implementation and consistency across the region.Ensure operations are aligned to financial processes and controls are always adhered to achieve good financial management.Ensure compliance with JLL and client Health, Safety, Environment, and Risk Management policies and procedures.Ensure data integrity of all systems across the Region and perform audits to demonstrate.Actively aim to exceed SLA/KPI scores. Hire, attract, and retain a team of top-talent employees and ensure company standards are met. Resolve users' complaints and concerns with solutions and follow-up. Work proactively to avoid future complaints. Ensure timely escalations of any complaints.Support and participate as a key team member in response to any on-site emergency situations, ensuring workspace experience team members are on the ground, mitigating risk, and engaging with colleagues as needed.Responsible for monitoring and managing staff performance.Responsible for ensuring adequate cover of reception areas for periods of holidays and sickness for staff across the UK Guest Experience Team. Proactively managing teams and temps.CANDIDATE SPECIFICATION: KEY SELECTION CRITERIAIdeal ExperienceExcellent verbal and written communication skills as well as presentation skillsAble to adapt to a fast-paced working environment and versatile in meeting client-changing needs and requirements.Strong analytical, organization, and administration skillsAt least 2 years of leadership experience within a Front of House role in a Corporate or hospitality environmentSelf-motivated service leader committed to driving service excellence.Experienced in leading client services and standard operating procedures and other internal/external communication methods.Ability to demonstrate empathy, excellent customer service and practical skills.Must have excellent organisational skills and good attention to detail.Must be computer literate including MS office.Ability to use own initiative and take ownership.Ability to manage conflict.Professional and high standard of overall communicationShould 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.Critical Competencies for Success (with corresponding ‘I am JLL behaviours’)Client Focus & Relationship Management – ‘I Value my Customers’Demonstrates proactive & and professional approach to customer service and stakeholder engagement.Has a natural
hospitality-orientated
communications acumenAbility to interact with a wide range of client staff, including senior levelsAbility to manage conflict and balance between client and firm requirementsHas a customer service-oriented attitude.People Management and Team Leadership – ‘I am a Team Player’Ability to lead team effectively, train them well, and promote open, constructive, and collaborative relationships at all levels.Program Management & Organizational Skills – ‘I am Proactive’Excellent planning & organizational skills to prioritize work and meet tight deadlinesProven ability to manage multiple and complex operational matters on a daily basisProblem Solving & Strategic Thinking – ‘I am Innovative’Capacity to deal with ambiguity and solve complex problems effectivelyAnalytical, proven ability to solve problems using a quantitative approachProven ability to employ holistic approaches and looks at long-term solutionsOther Personal CharacteristicsNatural communicator who enjoys engaging at all levelsSelf-motivated and confidentExhibits honesty & trustworthinessOpen to new ideas & willing to challenge status quoWorks well with diverse teams from various countries/culturesKEY STAKEHOLDERSManagement StaffClient Representatives (For individual sites)Location:On-site –Derby, GBR If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!
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For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAYSM. JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. For further information, visit jll.com .
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