Welcome Host

JLL supports the Whole You, personally and professionally.
Job description
Overall Role
Personal Profile
The Welcome Host is responsible for delivering a memorable colleague and visitor experience every day through face-to-face engagement, proactive communication, and exceptional customer service.
The Welcome Hosts provide friendly, knowledgeable, and courteous first impressions to Visitors and are an essential part of the OurWorkplace team. They are the first point of contact for OurWorkplace services and related matters.
The Welcome Host own service delivery and operations in their areas of responsibility, proactively anticipating the needs of clients and visitors ensuring a seamless consistent level of service is provided at every user touchpoint.
I am an upbeat individual with integrity and a can-do attitude. I am passionate about delivering an exceptional level of service and take responsibility how our services are seen in the eyes of my customers. I am a team player, always the first to offer help to colleagues. I have an incredible ability to spark an immediate rapport with visitors and colleagues alike. I like to build relationships quickly but also retain key information to strengthen and personalise those relationships. I look for innovative ways to improve efficiencies within the workplace and enhance client experiences, whilst showing I am flexible and adaptable to business needs. I enjoy managing my own tasks and responsibilities and working to deadlines to deliver for the people around me.
Exceptional Experience Standards
- I foster a sense of community by building lasting and meaningful relationships with our customers
- I am committed to safety, sustainability, and wellbeing
- I transform problems into opportunities
- I innovate to be one step ahead
- I champion the digital journey and focus on driving engagement and impact

Duties & responsibilities
Primary tasks and objectives
- Provide a memorable and exceptional workplace experience to all visitors and colleagues, delivering unexpected moments of inspired customer service
- Take ownership of the welcome services and support our visitors and colleagues within the workplace
- Build relationships with key stakeholders and encourage interactions between colleagues and OurWorkplace teams
- Understand the needs and wants of the business or business units you engage with
Visitor Management
- Provide a memorable and exceptional welcome experience to all visitors and colleagues, delivering unexpected moments of inspired customer service
- Support and assist our visitors and colleagues with entry and exit into the workplace while delivering a passionate and inspired service and experience
- Deliver an effortless service allowing flexibility for each colleague and visitor
- Provide a frictionless and efficient experience catered to each individuals’ situation, whether they require a speedy or a more enhanced service
- Welcome, register, and assist visitors and colleagues in compliance with security policies while delivering a human-centric approach aiding in a tailored approach.
- Aid in creation of an environment that establishes our clients as the workplace of choice that others look to emulate
- Liaise with colleagues to ensure their visitors are received in a timely manner while helping the visitor feel welcome and comfortable
- Answer general phone inquiries professionally, responding to questions and transferring calls as needed.
- Day-to-day and adhoc colleague and visitor assistance and identifying opportunities to anticipate the needs of our visitors and colleagues.
- Help, guide and provide support to all colleagues and visitors by providing directional support on-site and nearby and respond to adhoc requests as necessary (i.e order a taxi, assist with a reservation, etc)
- Respond to inquiries from internal and external visitors regarding such information as: locations of buildings, local services and local amenity information
- Maintain confidentiality at all times
External-facing spaces (Customer meeting rooms, external lounges, or others where applicable)
- Prepare meeting rooms for our visitors and colleagues ensuring each room is clean and well maintained and in good working order
- Create relationship and liaise with the service partner teams so meeting rooms and designated areas are kept clean, tidy and well maintained at all times.
- Liaise with the appropriate team (IT, communication, audio/video, etc) ensuring that the technology within these rooms operates efficiently and without any problems.
- Competent on all meeting room equipment and offer first fix assistance with IT/AV issues.
- Assist with meeting room booking requests, proactively identifying the best space for the required needs and wants and reassigning when required.
- Attention to detail when taking bookings, ensuring full details are collected from the host.
- Liaise with the hospitality / catering team for any food and refreshments requested by the host / clien