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/Workplace Ambassador is responsible for managing the front of house services and providing the reception services. As front of house support the GSA must also demonstrate a high level of security awareness at all times and have knowledge of emergency evacuation procedures and Health \& Safety.
Responsibilities:
Delivers efficiently, smoothly and professionally client journey.
Ability to ensure that the Front of House team always maintain a professional image and standards of appearance when interacting with visitors and building occupiers within the client office.
Knowledgeable of the booking system, meeting rooms, site facilities, local area and other general product knowledge necessary to perform their duties.
Meet \& greet visitors to the building in a welcoming manner, determine nature of business and announce them to the appropriate personnel.
Comply with visitor management processes, ensuring compliance with company security policies.
Escort visitors to meeting rooms as required.
Ensure completion of Visitor Health \& Safety Inductions as required.
Issue visitors’ passes (including contractor passes) and monitor access within the Reception area.
Be a point of contact for visitors
Maintain a facility-wide knowledge of meeting room locations and other on-site facilities.
Accurately book meeting rooms as required, ensuring that all Catering and AV requirements are booked, and any amendments and cancellations are communicated to the appropriate personnel.
Be knowledgeable in all Front of House Standard Operating Procedures.
Maintaining meeting room bookings, carries out the checks and making sure that the highest standards in client suite are met.
Ensure all Front of House tasks such as visitor pre-registration; mailbox management and event check-in desk/s are completed daily.
Generate and distribute reports as required.
Be knowledgeable of all meeting room layouts, capacities and catering policies to efficiently support the clients.
Communicate any systems issues to the Booking System Support Team and/or Technology team as applicable.
Identify where service and/or the Customer’s experience can be improved.
Expedite the satisfactory resolution of any problems that may arise.
New starter inductions and training.
Exceeding Customers expectations.
Ensure effective communication and information sharing within the team.
Maintain confidentiality.
Remain calm under pressure, use initiative and manage changing priorities as they arise.
Awareness of all standard operating procedures regarding Health \& Safety at work
Complete all required training to ensure full compliance with regulations, policies and guidelines.
Participating in team engagement, team building and overall team wellbeing.
Demonstrate and be aware of JLL core values and encouraging the team to represent them.
Supporter for Aon standards.
Working closely with FOH/Events Coordinators to ensure seamless cooperation within the departments.
Maintaining good relationship across the contract with other departments such as catering, cleaning, security, facilities etc.
Constantly improving relationship with client.
Assisting managers and FOH /Events Coordinators on site with any reasonable request
Skills and Experience:
5-star customer service skills.
Proficient computer skills in Microsoft Office programs such as Excel, and Word.
Excellent communication skills, a proactive approach to work and highly attention to detail.
Excellent organisational and time-management skills.
Experience in complaint handling.
Ability to multitask and implacable attention to details.
Previous experience in a Luxury Hotel Customer Service / Room Reservations environment (strongly preferred). Experience with Room Bookings systems such as NFS, Condeco, EMS, FM Facts, Delphi, Data craft, Opera is desirable
Fluency in English and Italian languages
-------------------------------------------------------------------------------------------------------------------------------------------------------------
La figura di Receptionist/Workplace Ambassador è responsabile della gestione dei servizi di accoglienza e della fornitura dei servizi di reception. Come supporto in prima linea, questa figura deve anche dimostrare un elevato livello di consapevolezza sulla sicurezza in ogni momento e avere conoscenza delle procedure di evacuazione d'emergenza e di Salute e Sicurezza.
Responsabilità: Garantire che il team di Front Office mantenga sempre un'immagine professionale e standard di presentazione elevati nell'interazione con visitatori e occupanti dell'edificio all'interno dell'ufficio del cliente.
Conoscere il sistema di prenotazione, le sale riunioni, le strutture del sito, l'area locale e altre conoscenze generali necessarie per svolgere le proprie mansioni.
Accogliere i visitatori dell'edificio in modo cordiale, determinare la natura della visita e annunciarli al personale appropriato.
Rispettare i processi di gestione dei visitatori, garantendo la conformità con le politiche di sicurezza aziendali.
Accompagnare i visitatori nelle sale riunioni quando richiesto.
Garantire il completamento delle Induzioni sulla Salute e Sicurezza per i visitatori come richiesto.
Emettere pass per visitatori (inclusi pass per appaltatori) e monitorare l'accesso nell'area Reception.
Fungere da punto di contatto per i visitatori.
Mantenere una conoscenza completa dell'ubicazione delle sale riunioni e di altre strutture in loco.
Prenotare con precisione le sale riunioni come richiesto, assicurando che tutti i requisiti di Catering e audiovisivi siano prenotati, e che eventuali modifiche e cancellazioni siano comunicate al personale appropriato.
Conoscere tutte le Procedure Operative Standard del Front Office.
Gestire le prenotazioni delle sale riunioni, eseguire i controlli e garantire che gli standard più elevati nella suite del cliente siano soddisfatti.
Garantire che tutti i compiti del Front Office come la pre-registrazione dei visitatori, la gestione della casella di posta e la gestione del banco di registrazione degli eventi siano completati quotidianamente.
Generare e distribuire report come richiesto.
Conoscere tutti i layout delle sale riunioni, le capacità e le politiche di catering per supportare efficacemente i clienti.
Comunicare eventuali problemi di sistema al Team di Supporto del Sistema di Prenotazione e/o al team tecnologico, se applicabile.
Identificare dove il servizio e/o l'esperienza del Cliente possono essere migliorati.
Accelerare la risoluzione soddisfacente di eventuali problemi che possano sorgere.
Gestire le induzioni e la formazione dei nuovi assunti.
Superare le aspettative dei Clienti.
Garantire una comunicazione efficace e la condivisione di informazioni all'interno del team.
Mantenere la riservatezza.
Rimanere calmi sotto pressione, usare l'iniziativa e gestire le priorità in evoluzione quando si presentano.
Essere consapevoli di tutte le procedure operative standard riguardanti la Salute e Sicurezza sul lavoro.
Completare tutta la formazione richiesta per garantire la piena conformità con regolamenti, politiche e linee guida.
Partecipare al coinvolgimento del team, al team building e al benessere generale del team.
Dimostrare e essere consapevoli dei valori fondamentali di JLL e incoraggiare il team a rappresentarli.
Supportare gli standard Aon.
Lavorare a stretto contatto con i Coordinatori FOH/Eventi per garantire una cooperazione senza interruzioni all'interno dei dipartimenti.
Mantenere buoni rapporti in tutto il contratto con altri dipartimenti come catering, pulizie, sicurezza, strutture, ecc.
Migliorare costantemente la relazione con il cliente.
Assistere i manager e i Coordinatori FOH/Eventi in loco con qualsiasi richiesta ragionevole.
Competenze ed esperienze:
Servizio clienti.
Competenze informatiche nei programmi Microsoft Office come Excel e Word.
Eccellenti capacità comunicative, un approccio proattivo al lavoro e grande attenzione ai dettagli.
Eccellenti capacità organizzative e di gestione del tempo.
Esperienza nella gestione dei reclami.
Capacità di multitasking e impeccabile attenzione ai dettagli.
Precedente esperienza in un ambiente di Servizio Clienti di Hotel di Lusso. È desiderabile esperienza con sistemi di prenotazione come NFS, Condeco, EMS, FM Facts, Delphi, Data craft, Opera.
Buon livello di inglese e italiano.
#LI-FT1
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.