Community Host

Full-time

JLL

JLL empowers you to shape a brighter way .

Our people at JLL are shaping the future of real estate for a better world by combining world class services advisory and technology for our clients. We are committed to hiring the best most talented peopleand empowering them to thrive grow meaningful careers and to find a place where they belong. Whether youve got deep experience in commercial real estate skilled trades or technology or youre looking to apply your relevant experience to a new industry join our team as we help shape a brighter way forward.

Community Hosts are a high-touch workplace experience team providing proactive service to foster staff engagement and improve employee productivity and experience. Community Hosts are the heart of our Workplace; They are experience curators creating moments of delight and care through memorable anticipatory and personalized human interactions. They play a pivotal part in delivering on the promise of twice the experience for staff working under flexi working agreements across several hybrid locations (office home and near home spaces).

Community Hosts are the workplace experience ambassadors responsible for initiatives and programs to curate an engaging workplace and employee experience. They are focused on community and collaboration with a key focus on fostering business & employee engagement and wellbeing. Community Hosts make the office the great place to get work done collaborate and innovate with colleagues. They take ownership of the workplace by making sure they have happy customers and visitors in their community.

Community Hosts must be passionate about customer service and willing to go the extra mile to assist staff and visitors. They are brand ambassadors for JLL and our client; they need to be confident in engaging with new customers and build relationships with existing ones providing real-time and anecdotal insights and business feedback to improve and make the portfolio more efficient and space more effective.

The key focus for this role will be to create a single and visual point of contact for employees and customers and to act as the primary interface between the internal operations and customers.

Duties & Responsibilities/Deliverables:

Proactive premises inspections and floor walks (including internal meeting rooms pantry social areas); all areas shall be clean orderly and ready to use throughout the day

Proactively raise work orders and provide frequent status updates to respective users. This includes raising any cleanliness issues (i.e. replenishment of hand sanitizer desk wipes)

The main point of contact for general enquiries escalations and feedback responsible for status updates to end-user and ensuring prompt effective resolution where necessary and expectations are consistently exceeded

Regularly monitor customer feedback and produce an appropriate action plan based on the results

Own your operational space to ensure a fantastic Service Journey for customers within your location

Ensure all signages and messages are current and relevant including placing place outage notices and AOB

Ensure wayfinding and zoning maps are up to date and support collection of internal occupancy data

Support and promote ABW / FWN. Proactively communicate FWN / ABW etiquette and protocols and nudge respective behaviors. Report feedback and manage behavioral trends

Locker Management Support Including issuing lockers for new joiners or staff relocations; reclaiming lockers; review of ongoing utilization; and support reactive checks / clearance with a Security Officer or Floor Administrator

Ensure all desks are ready and available for colleagues each morning; proactively support and promote clean and clear desk practices and enable desk sweeps where appropriate. Support lost and found activities

Operationally support change management activities throughout the workplace & project lifecycle including post move support meetings post move communications signages locker and storage management floor orientations

Ensure that all agreed service objectives are met in line with client expectations

Host regular business engagement sessions to fully understand business needs and work profiles to support the successful adoption of hybrid working and share insights of how their teams are using the space.

Maintain an effective business relationship with the client and end users by understanding their needs and transferring these into the location where possible. Be the face of the Workplace/ Property team

Promote regular staff engagement (including meet & greet activities) Provide end-user support based on their needs to provide a personalized level of service. High level of visibility to staff

Stay current on relevant EUS technology in the workplace and attend trainings to be able to effectively assist end-users with any queries. Assist with AV VC and other technology inquiries. Host end-user training when necessary

Host and promote employee engagement events; including lunch & learns wellness activities hobby clubs etc...

Ensure pulse survey insights and continuous VOC feedback is received actioned and communicated.

Activate promote wellbeing fitness and recreation agenda in alignment with regional agenda and initiatives (assist with booking and inquires)

Assist with internal communications including cascading relevant information promoting success stories managing local pages on intranet insuring distribution lists are kept up to date supporting townhalls

Support employees wherever they are- e.g. host virtual engagement events assist and cascade home working related inquiries checking in on home workers communicating key information activities and announcements

Welcome new joiners and provide in person or virtual orientation tours/ supporting documentation and media

Ensure full statutory and operational compliance is achieved in line with contract KPIs

Be aware of changing needs of customers and adjust the service accordingly in line with global standards

Ensure compliance with H&S processes and procedures including internal and external audits

Provide an excellent standard of client service