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Facilities Ambassador
Cambridge, MA
Job Description
Works as a Liaison and Ensures Customer Service at The Facility (Soft Skills)
Serve as the initial point of contact for all Client employee inquiries, issues, troubleshooting, complements and feedback related to the services within the workplace, with the primary goal of positively impacting the care and comfort of Client employees and guests.
Ensure Facility Ambassador are executed in a manner consistent with the SLA's, standard processes, professional brand image and compliant with applicable local laws, rules and regulations.
Conduct routine walkthroughs and assessments of the soft service delivery to ensure compliance with service level agreements, policies and regulations, and performance metrics to ensure flawless execution and stable service delivery for the Client.
Support data collection, analysis and reporting to ensure alignment with the Clients' goals and objectives.
Strives to improve service performance.
Achieves and exceeds goals including performance goals and team goals.
Works collaboratively within the account team in the delivery of the services across all business lines (FM, Engineering, Transactions, Projects, etc.)
Intuitive service delivery, anticipating needs or concerns and exceeding client expectations.
Builds meaningful lasting relationships with Client employees and guests, carrying a hospitality calling card.
Visibly engaged and well known in the workplace; spends a minimum of two hours per day welcoming employees in the reception or employee entrances and walking floors to ensure Workspaces (offices, desk, conference rooms, mailroom, pantries, etc.) are stocked and maintained.
Receives and responds to all requests or issues within one day of receipt, including a personal follow up to Client employees to ensure questions / requests are answered.
Identify potential risks and escalate, as appropriate, to ensure no privacy breech, security incident or disruption to the Client's operations occur.
Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting and participating in the development of best practices, new tools, process re-engineering and other ideas that provider service delivery efficiencies.
Specific Job Responsibilities
Oversee work orders for the site and be a liaison to the FM.
Manage day to day issues and potential complaints at the facility.
Receive notices and announcements from the Landlord and distribute them to the appropriate occupants or managers.
Inspects conference rooms for cleanliness, reserves conference rooms, and coordinate special setups.
Coordinate catering or food service for special events at the facility.
Ensure smooth, safe and continuous operations in the workplace.
Walk floors & shared spaces to ensuring that they are clean, stocked, maintained & appropriately utilized.
Serve as the primary point of contact with employees.
Partner with JLL Service Providers, Site Security, 3rd party vendors and the landlord as needed.
Assist & advise employees on the best use of the workplace and equipment. (AV, Wi-Fi, focus rooms etc.)
Perform additional job duties, as required.
Qualifications
Bachelor's degree or equivalent.
3 - 5 years' prior experience in hospitality, facility / property management, operations and/or knowledge of commercial real estate, preferred.
Exceptional customer service skills with a passion for hospitality.
Ability to manage multiple priorities and deliver results in a fast-paced environment.
Highly collaborative with strong interpersonal skills and track record of excellent internal and external customer service.
Ability to work independently - strong prioritization and time management skills.
Excellent verbal and written communication skills with the ability to communicate professionally.
Proficient skills in Microsoft Office Suite. (Excel, Word, PowerPoint, Visio, and Outlook)
JLL Is an Equal Opportunity Employer JLL is committed to developing and maintaining a diverse workforce. JLL strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination without regard to race, color, religion, belief, creed, age, sex, pregnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran’s status, genetic information, trade union membership, social position, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law. The company also endeavors to make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodations would impose an undue hardship on the operation of our business and ensures that employment decisions are based only on valid job requirements.
Serve as the initial point of contact for all Client employee inquiries, issues, troubleshooting, complements and feedback related to the services within the workplace, with the primary goal of positively impacting the care and comfort of Client employees and guests.
Ensure Facility Ambassador are executed in a manner consistent with the SLA's, standard processes, professional brand image and compliant with applicable local laws, rules and regulations.
Conduct routine walkthroughs and assessments of the soft service delivery to ensure compliance with service level agreements, policies and regulations, and performance metrics to ensure flawless execution and stable service delivery for the Client.
Support data collection, analysis and reporting to ensure alignment with the Clients' goals and objectives.
Strives to improve service performance.
Achieves and exceeds goals including performance goals and team goals.
Works collaboratively within the account team in the delivery of the services across all business lines (FM, Engineering, Transactions, Projects, etc.)
Intuitive service delivery, anticipating needs or concerns and exceeding client expectations.
Builds meaningful lasting relationships with Client employees and guests, carrying a hospitality calling card.
Visibly engaged and well known in the workplace; spends a minimum of two hours per day welcoming employees in the reception or employee entrances and walking floors to ensure Workspaces (offices, desk, conference rooms, mailroom, pantries, etc.) are stocked and maintained.
Receives and responds to all requests or issues within one day of receipt, including a personal follow up to Client employees to ensure questions / requests are answered.
Identify potential risks and escalate, as appropriate, to ensure no privacy breech, security incident or disruption to the Client's operations occur.
Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting and participating in the development of best practices, new tools, process re-engineering and other ideas that provider service delivery efficiencies.
Specific Job Responsibilities
Oversee work orders for the site and be a liaison to the FM.
Manage day to day issues and potential complaints at the facility.
Receive notices and announcements from the Landlord and distribute them to the appropriate occupants or managers.
Inspects conference rooms for cleanliness, reserves conference rooms, and coordinate special setups.
Coordinate catering or food service for special events at the facility.
Ensure smooth, safe and continuous operations in the workplace.
Walk floors & shared spaces to ensuring that they are clean, stocked, maintained & appropriately utilized.
Serve as the primary point of contact with employees.
Partner with JLL Service Providers, Site Security, 3rd party vendors and the landlord as needed.
Assist & advise employees on the best use of the workplace and equipment. (AV, Wi-Fi, focus rooms etc.)
Perform additional job duties, as required.
Qualifications
Bachelor's degree or equivalent.
3 - 5 years' prior experience in hospitality, facility / property management, operations and/or knowledge of commercial real estate, preferred.
Exceptional customer service skills with a passion for hospitality.
Ability to manage multiple priorities and deliver results in a fast-paced environment.
Highly collaborative with strong interpersonal skills and track record of excellent internal and external customer service.
Ability to work independently - strong prioritization and time management skills.
Excellent verbal and written communication skills with the ability to communicate professionally.
Proficient skills in Microsoft Office Suite. (Excel, Word, PowerPoint, Visio, and Outlook)
JLL Is an Equal Opportunity Employer JLL is committed to developing and maintaining a diverse workforce. JLL strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination without regard to race, color, religion, belief, creed, age, sex, pregnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran’s status, genetic information, trade union membership, social position, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law. The company also endeavors to make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodations would impose an undue hardship on the operation of our business and ensures that employment decisions are based only on valid job requirements.
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
3 to 5 years
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