Experience Ambassador

The Experience Ambassador is a key member of the Facilities Management team, dedicated to driving and enhancing customer satisfaction. This individual serves as the primary point of contact for all facilities engagement matters, embodying a "small site" approach to foster stronger relationships with customers in a large site environment. The role focuses on creating engaging experiences for customers and their guests, ensuring a seamless and consistent level of service at every touchpoint.

Duties & Responsibilities:

Site Management

• Conduct daily site walks using a comprehensive checklist
• Identify and manage defects and potential hazards promptly
• Maintain meeting rooms in 'ready-to-use' condition
• Ensure all office equipment is functional, addressing issues immediately
• Liaise with vendors to support office space functionality
• Consolidate customer issues and generate monthly reports
• Handle customer concerns tactfully and confidently
  
  

Customer Engagement

• Initiate daily customer greetings, personalizing interactions by using customer names
• Build and nurture relationships with stakeholders across all levels
• Anticipate and respond to customer needs proactively
  
  

Communications Management

• Disseminate communication materials effectively within the JLL team
• Manage email communications efficiently, prioritizing urgent matters
• Ensure timely responses to all inquiries
  
  

Administrative Duties

• Conduct regular pantry inventory checks
• Enforce and monitor clean desk policy compliance
• Perform additional tasks as assigned by the Assistant Facility Manager or Facilities Manager
  
  

Continuous Improvement

• Gather and analyze customer feedback to enhance service delivery
• Propose and implement innovative solutions to improve customer experience
• Stay updated on industry trends and best practices in facilities management
  
  

Candidate Specification:

Experience:

• Proven track record in hospitality, tourism, or related customer-centric industries
• Experience in events operations management is a plus
• Demonstrated success in customer service environments
  
  

Skills:

• Proficiency in Microsoft Office suite
• Strong attention to detail and excellent organizational skills
• Customer-focused mindset with problem-solving abilities
• Ability to multitask and prioritize effectively in a dynamic environment
  
  

Personal Attributes:

• Exceptional communication and interpersonal skills
• Confident, friendly, and engaging personality
• Adaptable and resilient in facing challenges
• Proactive approach to anticipating and meeting customer needs
• Team player with the ability to work independently when required
  
  

This role offers an exciting opportunity to shape customer experiences and contribute to the overall success of our facilities management operations.