New 
Guest Relations Host
 JLL | |
 United States, New Jersey, Newark | |
 Dec 24, 2024 | |
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The Guest Relation Hosts (GRHs) are Employee Experience Ambassadors, committed to providing a superior customer and employee experience. GRHs are the face of our Workplace and client Property team; they are expected to deliver a 5-star hotelier style service and experience to all customers, clients, and employees. The Guest Relation Host team is a client / hospitality service orientated function, responsible for services including, but not limited to, hospitality and events management, reception and visitor management, pantry management, meeting room management and client suite services.
They will be instrumental in ensuring the workplace delivers a great experience for visitors and staff, taking ownership of the workplace by making sure they have happy customers and visitors in their community. Guest Relation Hosts must be passionate about customer service and willing to go 'the extra mile' to assist staff and visitors. They are brand ambassadors for JLL and our client; Guest Relation Hosts need to be confident in engaging with new customers and build relationships with existing ones, curating moments of inspiration and delight across all services. What this job involves: Responsibilities listed below are site dependent. It is expected that a GRH will work across the relevant functions interchangeably on a roster basis which will be communicated upon appointment and based on service level agreements for the particular location. Responsibilities may include (but are not limited to): Meeting Room and Client Suite Management * Professional, well-groomed, and well-trained staff available to meet, greet and guide colleagues and clients to the respective meeting location. Visitor and client experience shall be professional, warm and genuine * Ensure all meeting rooms are kept clean, tidy are ready for use - ensure highest level of cleaning standards. Pre- checks to be conducted before every meeting including equipment and AV/ VC checks * Set up and reset of internal and external meeting rooms, training rooms or conference rooms. Manage rooms to be set up appropriately according to individual booking and equipment requests. Rooms should be reset as appropriate in line with daily booking schedules * Issue Resolution- resolve simple AV/ VC, collaboration tools or other meeting and conference room related equipment issues * Support and manage the meeting room booking system, which includes booking all forward and same day reservations, cancellations and / or amendments to bookings as per client requests (site depending) ensuring frequent communication with end user on their booking * Manage catering requests, AV or VC, room equipment, any special requirements etc... liaise with FM team/ catering/ security/ any other vendors as appropriate to ensure all requests are fulfilled accordingly * Ensure meeting room booking system is up to date- details for rooms are correct, assist with any booking inquiries and liaise with supporting teams if necessary * Manage meeting room inventory checks PUBLIC * All meeting rooms consumables, including F&B, should be refilled and reset after each meeting where appropriate * Obtain all external attendee names of visitors and prepare a daily visitor arrival list for the next working day * Encourage and nudge appropriate booking behavior and provide utilization reporting including block booking, no shows etc... * Conduct regular visual checks on meeting room usage (vacant or in use) to support ad hoc analysis of bookings vs utilization Hospitality and Events Management * Manage and follow up on the event set up / run down on the respective floor, ensuring everything is in order including technology assistance and all teams involved are prepped for required activities * Assist with coordination of events: supervise the set-up / dismantling of event venues, perform risk assessments. Liaise with necessary teams (security, housekeeping etc...) as necessary to ensure a consistent level of service * Provide food and beverage service for external/ client suite meetings or events. Manage with Hospitality lead and coordinate with vendors if necessary for large catering functions, fine dining, any special requests etc... * Supervise and be present throughout event * Assist with any 'ad hoc' requirements or request related to functions and events * Assist with communications to promote, confirm attendances, create name badges etc... * Assist with any other internal events lead by business as requested * Provide team briefs for wider workplace team on upcoming events, conferences, client suite events to ensure up to ensure all teams are aware of activities Reception and Visitor Management * Always deliver 5* customer service with a professional and presentable appearance * Meet and greet all staff, customers and visitors professionally and cheerfully * Ensure reception desks, waiting areas and internal meeting rooms are maintained to highest standards of tidiness and cleanliness as outlined in any operational KPIs * Serve as an information source for staff and customers- assist and advise with any inquiries on building facilities, meeting room locations, special events, surrounding amenities as appropriate * Be approachable and interact with guests and members of staff of all levels in a professional and friendly manner * Manage all visitor categories in line with security protocol * Inform hosts of the arrival of their guests or escort to host/ meeting room (in line with security practices) * Monitor waiting areas to ensure visitors are collected/attended to in a timely fashion, interacting as appropriate * Issue and control visitor security passes; Liaise and interact with security to guarantee a safe working environment for all visitors and staff * Proactive premises inspections, proactively raise work orders for surrounding areas to report any maintenance issues, cleanliness issues or system faults where necessary * To be customer focused at all times, by being visible at the reception desks and developing relationships with staff and customers * Suggest ideas for developing and evolving the reception services and assist in implementing these ideas * Regularly monitor customer feedback and produce an appropriate action plan based on the results * Welcome new joiners and provide in person or virtual orientation tours/ supporting documentation and media * Brief visitors on arrival on fire evacuation procedures- emergency exits, evacuation routes and assembly points PUBLIC Pantry and Utility Management * Ensure high end user satisfaction for all pantry and social hub services. All pantry consumables shall be of good quality and appropriate selection is provided * Ensure sufficient supply of pantry consumables for day to day operations- replenish/ order stock if necessary * Ensure stationery cabinets and first aid boxes are replenished with consumables * Proactively check the pantry and social hub areas are kept clean, hygienic, orderly and dry always. Raise work orders for identified issues * Report/ replace lack of stock in centralized utility room supplies of stationery & printer toner Other responsibilities include (but not limited to): * Always ensure seamless communication with community hosts/ FM teams to ensure an efficient and consistent level of service is achieved * Manage telephone enquiry services (internally & externally) also known as switchboard services * Support the desk management system in the role of concierge (super user) for a specified zone / sites * Welcome new joiners and provide in person or virtual orientation tours/ supporting documentation and media * Ensure full statutory and operational compliance is achieved in line with contract KPI's * Be aware of changing needs of customers and adjust the service accordingly in line with global standards * Ensure compliance with H&S processes and procedures, including internal and external audits * Ensure that all agreed service objectives are met in line with client expectatio | |