Facility Ambassador
The Facility Ambassador is responsible for delivering an exceptional client experience every day through enhanced engagement, proactive communication and high touch service within a select portfolio of properties. The Facility Ambassador will be expected to increase the level of engagement and partnership between JLL, our service partners and our clients to provide superior service delivery while enhancing their individual personal and professional skills. This client-facing role provides the opportunity to combine your passion for service, brilliant people skills, and enthusiasm for creating a hospitality focused environment.
Works as a Liaison and Ensures Customer Service at The Facility (Soft Skills)
•Serve as the initial point of contact for all client employee inquiries, issues, troubleshooting, compliments and feedback related to the services within the workplace, with the primary goal of positively impacting the care and comfort of client employees and guests.
•Ensure Facility Ambassador duties are executed in a manner consistent with the SLA's, standard processes, professional brand image and compliant with applicable local laws, rules and regulations.
•Conduct routine walkthroughs and assessments of the soft service delivery to ensure compliance with service level agreements, policies and regulations, and performance metrics to ensure flawless execution and stable service delivery for the client.
•Support data collection, analysis and reporting to ensure alignment with the clients' goals and objectives.
•Strives to improve service performance.
•Achieves and exceeds goals including performance goals and team goals.
•Works collaboratively within the account team in the delivery of the services across all business lines (FM, Engineering, Transactions, Projects, etc.)
•Intuitive service delivery, anticipating needs or concerns and exceeding client expectations.
•Builds meaningful lasting relationships with client employees and guests, carrying a hospitality calling card.
•Visibly engaged and well known in the workplace; spends a minimum of two hours per day welcoming employees in the reception or employee entrances and walking floors to ensure workspaces (offices, desk, conference rooms, mailroom, pantries, etc.) are stocked and maintained.
•Receives and responds to all requests or issues within one day of receipt, including a personal follow up to client employees to ensure questions / requests are answered.
•Identify potential risks and escalate, as appropriate, to ensure no privacy breach, security incident or disruption to the client's operations occur.
•Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting and participating in the development of best practices, new tools, process re-engineering and other ideas that provide service delivery efficiencies.
Specific Job Responsibilities
•Oversee work orders for the site and be a liaison to the FM.
•Manage day to day issues and potential complaints at the facility.
•Receive notices and announcements from the Landlord and distribute them to the appropriate occupants or managers.
•Inspects conference rooms for cleanliness, reserves conference rooms, and coordinate special setups.
•Coordinate catering or food service for special events at the facility.
•Must safely pick up, carry, and move items weighing up to 25 pounds on a regular basis.
•Ensure smooth, safe and continuous operations in the workplace.
•Walk floors & shared spaces ensuring that they are clean, stocked, maintained & appropriately utilized.
•Serve as the primary point of contact with employees.
•Partner with JLL Service Providers, Site Security, 3rd party vendors and the landlord as needed.
•Assist & advise employees on the best use of the workplace and equipment (AV, Wi-Fi, focus rooms etc.)
•Perform additional job duties, as required.
Qualifications
•2–3 years' prior experience in hospitality, facility / property management, operations and/or knowledge of commercial real estate, preferred.
•Exceptional customer service skills with a passion for hospitality.
•Ability to manage multiple priorities and deliver results in a fast-paced environment.
•Highly collaborative with strong interpersonal skills and track record of excellent internal and external customer service.
•Ability to work independently – strong prioritization and time management skills.
•Excellent verbal and written communication skills with the ability to communicate professionally.
•Proficient skills in Microsoft Office Suite (Excel, Word, PowerPoint, Visio, and Outlook).
This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.
Expected compensation for this position: 60,400.00 – 80,000.00 USD per year. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.
Location: On-site – Cambridge, MA
Benefits
•401(k) plan with matching company contributions
•Comprehensive Medical, Dental & Vision Care
•Paid parental leave at 100% of salary
•Paid Time Off and Company Holidays
•Early access to earned wages through Daily Pay
