Guest Services Ambassador

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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 people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.
JLL es una empresa comprometida con la igualdad de oportunidades entre hombres y mujeres / JLL as a company is committed to equal opportunities for men and women.
Reporting to the Events & Hospitality Site Supervisor, the Guest Services Ambassador (GSA) will provide exceptional customer service at our lobby reception to both internal & external customers. To go above and beyond and making our guests feel welcome and comfortable whilst checking for cleanliness and tidiness throughout their space is key. The role holder will show a passionate understanding of our guest’s needs and requirements and exceed expectations wherever possible. The Guest Services Ambassador will be based in our Madrid Office Reception and will be the first point of contact to all our customers, partners and guests visiting our office and to our employees.
This position requires a strong passion for customer care, a very high level of service orientation, He/She must be very accurate and organised, understand the business needs, be motivated and flexible, have a strong attention to details, be ready to work in a fast corporate environment, be able to prioritise and tackle all admin tasks on time, be problem solving oriented and have a positive and can-do attitude.
Responsibilities include, but are not limited to:Guest Welcome Experience
Maintain a tidy and smart uniform at all times, ensure you are well groomed
Ensure cleanliness and tidiness throughout the entire ground floor and front of house areas; report issues to the Workplace Facilities Coordinator (#showready)
Maintain professional body language at all times, smile and stand to greet EVERY guest who enters your reception
Provide an exceptional experience for every employee, customer or guest entering our space, and provide any information or support required
Ensure guests pre-registration via the Salesforce Guest Management System Traction Zero Touch
Handling of the Virtual GSA Portal including Temporary Badges and all other Guest Services related requests
Help guests and offer assistance to make them feel welcome and comfortable while waiting in the lobby
Care about guests being picked up in time by their respective host
Greet all staff entering the office and become familiar with who’s who in order to acknowledge staff by name
Know and recognise important local and international employees, like VPs
Support the Guest Services & Hospitality Senior Coordinator as host and key point of contact for internal and external visitors by making them feel welcome and provide any information or support required
Ensure reception is covered at all time during business hours
Liaise with the security team when appropriate for day to day operations
Offer reception services like taxi booking & collaborate with all service lines (Facilities, Guest Services, Meetings & Events) in a common goal of exceptional customer service
Administrative and General Tasks
Communication to local office community via available channels: Slack, REWS Global Ticketing, Virtual GSA portal, phone, email, etc.
Employee Request handling through all channels (at desks, Virtual GSA Portal, phone, eMail)
Perform in- and outgoing Package Handling, incl. customs & shipping as per EMEA Playbook including regular check of the EMEA REWS Ticketing Queue
Employee Access Control (Salesforce & Building Badges) including documentation and tracking
Good knowledge of Salesforce as a company and excellent knowledge of Salesforce locally
Building and maintaining close relationships with relevant contact persons, such as Facility Management, external suppliers, Executive Assistants, BT Helpdesk and Employee Success
Extensive and up-to-date knowledge of internal and external meeting facilities, restaurants, hotels, venues and businesses to make the most suitable recommendations or arrangements
Maintain Reception Handbook up to date
Report defects in respective areas and report them to the Facilities team; log a REWS ticket if required & keep track of them in our Business Centre Project Tracker
Cover and support Hospitality Team members as required
Support employees with meeting room bookings through GCal and/or REWS Ticketing System as well as booking extra rooms for employees with the Business Center
Escort guests, customers and vendors to their meetings at our office space only on days with multiple events or when required
Usage of internal Salesforce.com applications
Provide Front Desk training to office covers when needed
Perform monthly checks through all checklists and Playbooks and conduct necessary changes in consultation with Sr. Coordinator Guest Services & Hospitality
Ensure stock keeping of supplies for the lobby reception and report detailed overview and order request to the Office Assistant on a monthly basis
Perform First Aid Kits inventory & restock in liaison with the Health & Safety specialist (if not done by the Office Services Assistant)
Own the Lost & Found program
Qualifications
Work experience in a customer service role or administrative role
Background in hospitality or other service sector (preferred)
Fluent in Spanish and English in spoken and written form
At least one year of related customer service experience
Intermediate-advanced knowledge of Microsoft office (Word, Excel, PowerPoint)
Interpersonal skills
Friendly, helpful and discreet with very good communication skills and professional manners
A highly flexible team player who is able to adapt quickly to any situation or scenario
Ability to switch quickly between different roles
Polite and confident with a great deal of patience
Passionate about service, helping and working with people
Can-Do attitude, proactive, always willing to go the extra mile
Ability to work in a fast-paced environment focussed on timelines
Excellent multi-tasking, project management and organizational skills
Well-groomed appearance and smart attire
Ability to organize and prioritize daily workload
Strong customer service orientation, patience and resilience
Follow targets according to orders and service needs
Ability to learn how to operate office equipment as well as Audio-Visual and Meeting equipment like TV screens, audio systems etc. and learn and use our internal Salesforce.com applications
Technical affinity and willingness to learn new Salesforce tools and experience in working with computers and tools like Google Apps
Educated in adherence to Health & Safety regulations
OTHERS
Shift: Monday to Friday from 8.30AM to 5.30PM (when needed from 9.00AM to 6.00PM)
Uniform: Yes (Salesforce Standard uniform)
Setup: Laptop provided by JLL
Location:
On-site –Madrid, ESP
Job Tags:
Guest Service
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!
At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.
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Skills
Artificial Intelligence, Excel, Project Management, Salesforce, Documentation