Destination Host

TN United Kingdom; London; On-site; GBP 40,000 - 60,000; Full time

Job description

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 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.

Role Purpose

The purpose of the Destination Host is to create an incredible place for people to visit. We expect the Destination Host to have a deep understanding of their occupiers, customers, and stakeholders and to build meaningful relationships. The Destination Host will create an environment that feels like a second home for people, a destination that is part of their lifestyle and their community.

Key Stakeholders

1. Occupiers
2. Customers
3. Hammerson (Client)
4. Destination Team
5. JLL
6. Local community (charities, schools, local authority, organisations, and non-retail competitive businesses)
7. Marketing team
8. JLL service partners

Core Responsibilities

1. Curate a home-from-home environment within the destination that is inviting and exciting.
2. Always watch the security, cleaning, and maintenance, ensure any issues are flagged, and follow through to resolution.
3. To be mobile, highly visible, and importantly recognisable to the occupiers and visitors.
4. To obtain feedback from the occupiers and visitors and to compile and present this in a structured format to suggest improvements to the experience.
5. To build and share knowledge between occupiers, creating a community atmosphere.
6. Provide a point of support for occupants of the shopping destination and be seen as customer-focused and an organiser.
7. Be security conscious; be familiar with the shopping destination security processes and have confidence in raising when things do not look right.
8. To be well always presented in dress and appearance by following the destination standards.
9. Be reliable, flexible, honest, and a strong advocate for the destination and always ensure you provide a consistent service.
10. Support with managing and overseeing events on the day, including problem-solving, welcoming guests.
11. Communicating with the Occupier and Customer Manager and Marketing team to ensure effective communication for destination events and marketing activity.
12. Support the Occupier and Customer Manager and Marketing team with identifying event opportunities and generating interest.
13. Regularly check in on the events happening throughout the day to make sure the attention is given to the vendors and encourage/promote attendance with destination visitors.
14. Provide where required general administrative support to the destination Management team.
15. Assist with key destination platforms, including finance, H&S and occupier software.

Focus on People

1. Actively and positively engage with colleagues, occupiers, and visitors to quickly build relationships and create a community feel.
2. Anticipate the needs of visitors to the destination and follow up to ensure that all expectations are met and where possible exceeded.
3. Take ownership and responsibility ensuring you are working effectively and developing close relationships.

Effective Communication

1. Handle all queries efficiently but effectively and supply relevant information as required and appropriate.
2. Proactively identify and troubleshoot issues before they become a problem.
3. The Destination Host will collaborate closely with the management team, fostering open communication through regular meetings to address challenges and opportunities.
4. Complete a handover with colleagues and other stakeholders as required when taking time out of the business and between shifts.
5. Be aware of relevant legislation to include health & safety and be always security conscious.
6. Create a sense of community and fun with all colleagues.
7. Building proactive and effective two-way relationships with the occupiers at the Destination.
8. Own occupier communications, working with all departments and clients to ensure effective communication.
9. Meeting with a range of representatives from each retailer within the scheme from decision-makers to store managers, to gain a confident understanding of their business performance objectives, aspirations and needs and identify opportunities to help retailers achieve these.
10. Collection of turnover and trade information from occupiers.
11. Oversee occupier customer feedback programmes as appropriate and use the feedback to inform strategy.
12. Provide reporting on customer and community feedback that can be used to evolve the customer service offer within the destination.
13. Build proactive and effective two-way relationships with stakeholders within the destination.

Required Skills

1. A strong communicator and interpersonal skills.
2. Strong verbal and written communication skills.
3. Cold-outreach experience a plus.
4. Exceptional organisational and multitasking skills.
5. Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic and empathy.
6. A real specialist in retail, having a passion and understanding of retail.
7. Understanding of well-being programmes.
8. Experience of small to medium scale event management.
9. A passion for customer experience.
10. Project management and business operations experience.
11. Innovative thinking – be different and bold in approach.
12. Able to embrace efficiencies – having an acute appreciation and desire for efficiency.
13. Be ambitious and commercially minded.

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!