Guest Services Supervisor

The role of a Guest Services Supervisor is to ensure the highest levels of client and visitor care. To consistently deliver service excellence and to drive Guest Services Team Leaders and Ambassadors to provide seamless visitor experience, and all reception duties are attended to. Responsible for the leadership of guest service duties onsite, supporting each element of the guest service operation, and ensuring that all guest services functions are carried out in accordance with stipulated protocols and procedures whilst always driving and mentoring the guest services team to deliver.

What The Job Involves

Service Excellence

• To ensure that all visitors experience service excellence consistently, with the Guest Service Team Leaders and Ambassadors providing a warm, courteous, and prompt welcome on arrival and throughout the client journey


• To ensure accurate information is available for guest services ambassadors to provide local area knowledge and liaise as a point of contact between clients and hosts


• Liaising with PA/EA teams, clients & visitors and providing excellent customer service - encouraging the team to deliver "wow" moments when the opportunity arises


• Monitoring mobile reception technology to ensure functionality and guest services ambassadors are delivering service fluently and in harmony with Vgreet


• Ensure that the team are always taking ownership of visitor and client spaces


• Proactively deal with enquiries, requests or complaints in person, via the telephone or email, in a timely and professional manner ensuring effective problem resolution


• Ensure a commitment to service excellence recognising guest service ambassadors and colleagues with service STARs


Guest Services Operation and Communication

• Adaptable to work with a hybrid approach throughout the guest services operation including main building reception, internal reception spaces and guest services hub providing leadership support appropriately


• Communicate effectively the senior management team, displaying accuracy and attention to detail both in verbal and written communication


• Maintain a strong awareness of business activity communicating all updates with guest services ambassadors whilst building strong and lasting relationships


• Escalate any new / ongoing / potential issues and complaints to the Guest Services Manager so that they are addressed accordingly


• Organise the training of new Guest Services team members including induction plans and reviews


• Ensure all guest services procedures are adhered to at all times.


• Ensure the guest service team are fully aware of their roles and responsibilities and that they carry out their duties in conformance with the SOP's


• To Support and guide all Guest Service Ambassadors with their daily tasks and personal development, to help improve each individual and overall service standards for the client


Leadership Support

• Coordinate the activities of the HSBC guest service team including all operational elements


• To ensure that the guest services team are consistently aware of VIP activity throughout the site to ensure that service is exceeded at any touchpoint


• To lead the team's awareness of business and team activity with regular and ad-hoc communication


• To conduct personnel duties including one to ones, team meetings, return to work meetings following JLL procedures, ensure correct reporting of all personnel activity


• To organise internal and external audits feeding back to the guest services team to drive service excellence


• To ensure H&S procedures are adhered to and the H&S induction is completed by all reception team members
  
  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.