Job Description
What this job involves:
As JLL's Floor Ambassador for Workplace Experience, you'll create "Delight" by breeding a customer-centric experience for guests within your assigned portfolio, with a laser focus on providing outstanding workplace experience. You'll combine strong facilities management expertise with exceptional service delivery, ensuring seamless day-to-day operations while proactively addressing building systems, space functionality, and environmental concerns. You'll develop a deep understanding of the workplace and surrounding areas, becoming the single point of contact for daily workplace needs on office floors and a trusted counsel to guests.
Your FM responsibilities include coordinating maintenance requests, conducting regular floor inspections, managing vendor activities, ensuring compliance with health and safety standards, and resolving operational issues efficiently. This role acts as an embedded point of contact for the Client team regarding workplace activities at a site level, supporting account initiatives by driving consistent implementation and delivery through nudge behaviours. You'll bridge the gap between occupant experience and building operations, translating technical FM requirements into service excellence.
A pivotal aspect of this role is active engagement and interfacing with lines of business and occupants as the ultimate service recipients. You'll transform the workplace team of the future by fostering all-level relationships, understanding business traits and needs, anticipating facility-related challenges, and problem-solving on the fly.
What your day-to-day will look like:
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Own your assigned floor(s), taking personal responsibility for everyone and everything, ensuring all staff and personal within the workplace team are achieving a seamless office environment.
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Know each person by name, what they do, and what community they belong to, greeting new people and helping them settle into their working environment
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Work as a mobile team member without a fixed workstation, constantly present on floors with your community using a tablet to communicate and log tickets
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Manage the Corrigo helpdesk jointly with the other Floor Ambassador, reporting status updates and issues to the Assistant Facilities Manager
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Manage repair and maintenance services, arrange fixes with facilities colleagues, and ensure quality completion of scheduled and ad-hoc maintenance work
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Monitor service provider performance to ensure contractual obligations are met and exceeded
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Liaise between hospitality teams and facilities for event setup logistics, and coordinate with vendors for scheduling work while managing client expectations, for on floor activities.
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Conduct floor inspections continuously to ensure cleanliness and maintenance standards are correct
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Share observations regarding any misalignment to nudge behaviours and consolidate feedback to management regularly for ongoing improvement, good catches/ near misses.
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Pro-actively develop and manage client relationships, ensuring expected service levels are achieved and KPIs are met or exceeded
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Conduct data analysis and generate reports as per service delivery requirements and overall account management
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Management of the parking software and completion of twice-weekly on-site parking audits
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Manage the locker software system, provide training to on-site staff, and conduct regular locker audits.
Required Qualifications:
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Minimum 3 years' relevant experience in customer-facing roles such as FM, Hospitality, Events Management, or Serviced Office environments
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Excellent verbal and written communication skills with fluency in English
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Strong analytical, organizational, and administration skills
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Customer-focused mindset with proven ability to proactively establish customer relationships
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Strong PC literacy and proficiency in MS Office applications
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Proven ability to function effectively as part of a team
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Ability to effectively communicate and interact with all levels of people
Preferred Qualifications:
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Diploma or Bachelor's degree in facilities management, hospitality, business, or other related field
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Natural hospitality-oriented communications acumen
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Ability to adapt in a fast-paced working environment and be versatile in meeting changing client needs
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Proven ability to initiate and follow through with improvement initiatives, creating opportunities for efficiencies and process amendments
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Experience with workplace technology and digital platforms
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Understanding of workplace standards and ability to counsel on space needs and options
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Experience supporting initiatives such as user experience programs and system roll-outs
What we can do for you:
At JLL, we make sure that you become the best version of yourself by helping you realize your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.
JLL is committed to fair employment practices and welcomes applications from all qualified candidates regardless of race, religion, gender, age, family status, or disability
