Community Host

JLL empowers you to shape a brighter way.

Our people at JLL and JLL Technologies 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.

Community Host

Community Hosts are a high-touch workplace experience team providing proactive service to foster staff engagement and improve employee productivity and experience. Community Hosts are the heart of our Workplace; they are experience curators, creating moments of delight and care through memorable, anticipatory and personalized human interactions. They play a pivotal part in delivering on the promise of twice the experience.

Community Hosts are the workplace experience ambassadors, responsible for initiatives and programs to curate an engaging workplace and employee experience. They are focused on community and collaboration with a key focus on fostering business & employee engagement and wellbeing. Community Hosts make the office the great place to get work done, collaborate and innovate with colleagues. They take ownership of the workplace by making sure they have happy customers and visitors in their community.

Community 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; they need to be confident in engaging with new customers and build relationships with existing ones, providing real-time and anecdotal insights and business feedback to improve and make the portfolio more efficient and space more effective.

The key focus for this role will be to create a single and visual point of contact for employees and customers and to act as the primary interface between the internal operations and customers.

Key Responsibilities

• Proactive premises inspections and floor walks (including internal meeting rooms, pantry, social areas); all areas shall be clean, orderly, and ready to use throughout the day.
• Proactively raise work orders and provide frequent status updates to respective users, including cleanliness issues (i.e. replenishment of hand sanitiser, desk wipes).
• Main point of contact for general enquiries, escalations, and feedback, responsible for status updates to end-users and ensuring prompt, effective resolution where necessary.
• Regularly monitor customer feedback and produce an appropriate action plan based on the results.
• Own your operational space to ensure a fantastic Service Journey for customers within your location.
• Ensure all signages and messages are current and relevant.
• Ensure wayfinding and zoning maps are up to date and support collection of internal occupancy data.
• Support and promote ABW / FWN; proactively communicate etiquette and protocols.

Internal Responsibilities

• Locker Management Support including issuing lockers for new joiners or staff relocations; reclaiming lockers; review of ongoing utilization.
• Ensure all desks are ready and available for colleagues each morning; proactively support and promote clean and clear desk practices.
• Operationally support change management activities throughout the workplace & project lifecycle.
• Ensure that all agreed service objectives are met in line with client expectations.
• Host regular business engagement sessions to fully understand business needs and work profiles.
• Maintain an effective business relationship with the client and end users.
• Stay current on relevant EUS technology in the workplace and assist end-users with any queries.
• Host and promote employee engagement events.
• Activate, promote wellbeing, fitness and recreation agenda.
• Assist with internal communications including cascading relevant information.
• Welcome new joiners and provide orientation tours.
• Ensure full statutory and operational compliance is achieved.
• Be aware of changing needs of customers and adjust the service accordingly.

Qualifications and Skills

• Fluent in English – written and oral.
• Passionate about people and providing great experiences.
• Strong relationship building skills.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office Suite.
• Previous Hospitality/co-working experience preferred - minimum 3 years.
• High attention to detail.
• Flexible and proactive; comfortable in a fast-paced environment.
• Strong problem-solving skills.
• Strong team player.
• Ability to work under pressure and meet tight deadlines.
• Exceptionally organised and skilled in multi-tasking.
• High level of grooming standards.
• Proven track record of achievement.

Location: On-site – London, GBR

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!