What are the responsibilities and job description for the Workplace Ambassador position at JLL?
Facility Ambassador – JLL
What this job involves: As a Facility Ambassador at JLL, you will deliver exceptional client experience every day through enhanced engagement, proactive communication, and high-touch service within a select portfolio of properties. This client-facing role combines your passion for service, brilliant people skills, and enthusiasm for creating a hospitality-focused environment that reflects JLL's commitment to superior client experiences. You'll serve as the primary point of contact for client employee inquiries while increasing engagement and partnership between JLL, service partners, and clients to provide superior service delivery that creates lasting, memorable experiences.
What your day-to-day will look like:
Developing and Maintaining Goals:
What this job involves: As a Facility Ambassador at JLL, you will deliver exceptional client experience every day through enhanced engagement, proactive communication, and high-touch service within a select portfolio of properties. This client-facing role combines your passion for service, brilliant people skills, and enthusiasm for creating a hospitality-focused environment that reflects JLL's commitment to superior client experiences. You'll serve as the primary point of contact for client employee inquiries while increasing engagement and partnership between JLL, service partners, and clients to provide superior service delivery that creates lasting, memorable experiences.
What your day-to-day will look like:
Developing and Maintaining Goals:
- Serve as initial point of contact for all client employee inquiries, issues, troubleshooting, compliments, and feedback related to workplace services
- Ensure Facility Ambassador services are executed consistently with SLAs, standard processes, professional brand image, and compliance with applicable laws
- Conduct routine walkthroughs and assessments of soft service delivery to ensure compliance with service level agreements and performance metrics
- Support data collection, analysis, and reporting to ensure alignment with clients' goals and objectives
- Strive to improve service performance while achieving and exceeding performance goals and team goals
- Work collaboratively within account team in service delivery across all business lines (FM, Engineering, Transactions, Projects)
- Provide intuitive service delivery by anticipating needs or concerns and exceeding client expectations
- Build meaningful lasting relationships with client employees and guests, carrying a hospitality calling card
- Maintain visible engagement and workplace presence, spending minimum two hours daily welcoming employees at reception or entrances
- Walk floors to ensure workspaces (offices, desks, conference rooms, mailrooms, pantries) are stocked and maintained
- Receive and respond to all requests or issues within one day, including personal follow-up to ensure satisfaction
- Bachelor's degree or equivalent
- 3-5 years prior experience in hospitality, facility/property management, operations, or commercial real estate knowledge preferred
- Exceptional customer service skills with genuine passion for hospitality
- Ability to manage multiple priorities and deliver results in fast-paced environment
- Highly collaborative with strong interpersonal skills and track record of excellent internal and external customer service
- Ability to work independently with strong prioritization and time management skills
- Excellent verbal and written communication skills with professional communication ability
- Proficient skills in Microsoft Office Suite (Excel, Word, PowerPoint, Visio, and Outlook)
- Experience with data collection, analysis, and reporting processes
- Background in continuous improvement and innovation initiatives
- Knowledge of business intelligence tools and best practices development
- Experience identifying potential risks and escalation procedures
- Understanding of privacy, security, and operational disruption prevention