Front of House

Service Delivery

• Provide an exceptional Customer Service experience to site residents and their guests, acting as a single point of contact for all inquiries they may have.


• Ensure guests are greeted & welcomed courteously and their needs are anticipated at all times.


• Provision of Reception services between the hours of 07.00 and 18.00 as directed by the Front of House Team Leader. Split into a rota between all staff members.


• Efficient guest registration and host notification with the ability to remember guest names and faces.


• Issue passes in accordance with the laid down procedures and explain the HSE and evacuation procedures to each guest and non-resident visitors.


• Ensure the reception desk is kept immaculate and tidy at all times.


• Ensure that all absences from the reception desk are managed so that the desk is never left unattended during operational hours.


• Completion of the daily activity spreadsheets and shift checklists to promote the running of an efficient reception service.


• Book taxis and cars for staff and visitors as required from the approved site suppliers.


• Administer the bookings for meeting rooms and inductions.


• To be competent and confident in the use of a range of relevant IT systems.


• To proactively assist guests with luggage on their arrival at the building, providing receipt tags for all items stored.


• To undertake general team administration duties for the Facilities Management operation as directed.


• To take ownership for the visual standards of the entire reception area and all related areas that impact on the Customer Experience.


• Able to provide, general information on the local area, directions, traffic & travel updates, information on flights and travel timetables.


• Contribution to and use of the Customer Service team noticeboard at all times.


Compliance Management

• Delivery of services as laid down on the Service Level Agreement document for the Reception and Switchboard services.


• Report all service shortcomings affecting the guest experience to the Front of house Team Leader regardless of what service is being provided.


• Monitor progress of service requests raised, this will ensure prompt response by the various teams.


• Support the Front of House Team Leader with continuous improvement to services and procedures.


• Maintain personal awareness of all site procedures relevant to the Reception role, ensuring that any required changes to procedures are brought to the attention of the process owner.


• Completion of the daily checklists and area audits.


• Be fully conversant with the reporting procedures for any non-conformance / incident in relation to H&S and first aid.


• Must know where the fire exits and muster points are located and ensure access to and availability of them is kept clear at all times.


People & Performance Management

• To take great pride in your personal presentation adhering to the laid down uniform and appearance standards for the team, supporting other team members by carrying out regular "image" checks for each other


• To always smile and use positive body language in each interaction, enabling you to take control of your working area and support/check colleagues in their delivery.


• Maintain regular contact with all members of the FM team based at the site to ensure a consistent & smooth service is being provided throughout.


• Ensure that all members of the team are able to recognise Board Members, Group VPs and Senior Management.


• Embrace and deliver the working together service excellence concept and to operate as part of the "One Team" culture across site.


• Ensure prompt and seamless handover of information and special requests between shifts.


• Support the Front of House Team Leader with cross training other members of the team.


Behaviours & Competencies

• The Reception personnel are expected to perform at a competent or high level in all competencies listed below.
  
  Willingness to Learn Service Delivery


• Quality Standards, Image and Innovation


• Planning, Prioritising and Organising


• Problem Solving


• Trustworthy and Discreet Passion


• Self-Motivation


• Team Player


• Living the Brand


Skills & experience

• Strong customer services skills and experience within a high profile environment.


• Present a self- image of confidence and authority to enable effective customer service delivery.


• Service orientated attitude combined with a flair for pro-active problem solving to exceed customers' expectations.


• Ability to easily memorise names and recognise individuals' particulars.


• Ability to provide services to the highest specification within a Corporate Head Office Building.


• Strong team player within a Customer Service team and Service Providers.


• Ability to manage service disruptions in a seamless manner via effective use of the team's resources so as to maintain business as usual activity.


• Ability to motivate self and others, excellent time management and organisational skills.


• Excellent computer skills and the ability to learn new software and systems.


• Previous experience in operating a resource or a hotel reservation system.


Training & Qualifications

At least 2 years' experience of operating within a Customer Service environment providing guest and/or reception services to the highest standard

Performance Excellence

At a formal level the job holder will be charged with a number of Customer Service/relationship objectives as part of their annual appraisal and development plan.

At an informal level the individual will be encouraged to actively participate in the customer service and wider FM team to drive continuous improvement

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., Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.