Workspace Experience Ambassador

The individual will work closely with Client staff and their clients, as well as other service partners in the business, and as this role is highly visible - you are always an ambassador. The role is hands on with the candidate being involved and supporting all aspects of a client event request, whilst being open minded, adaptable and flexible in an ever changing and evolving business at all times. A highly self-motivated individual who has an instinctive customer centric approach that anticipates our Client colleagues & customer’s needs and lives the CX Vision: “We pledge to create exceptional, memorable experiences for Client colleagues and customers”

What your day-to-day will look like:

• Orientation of new hires so that they are valued and welcome, including arranging access and providing welcome packs and a site tour.
• Spatial awareness: collect and analyses workspace data to improve the workspace experience.
• Engage with colleagues to understand workstyle behaviors’ and make recommendations on how to improve the overall employee experience based on their feedback.
• Document your stakeholder plan and report on engagement activities, success stories and community meetings
• Be abreast of current MyDay initiatives and support /promote as required.
• Take ownership of resolving issues and providing a personal follow-up as necessary
• Weekly updates to Workspace Experience Manager in regard to the workspace experience; event calendar, workspace data and change management
• First point of contact for all Client Events including, creating, managing, and reconciling briefs and details for events
• Arrange pre-events meetings with the client to discuss their specific needs
• Manages all event space diaries through the booking system and oversee all furniture set-ups for events spaces
• To ensure a smooth running of events from start to finish for all events taking place throughout the building
• To ensure appropriate levels of communication are maintained with all service providers across the site. This includes weekly event team meetings to ensure seamless communication is consistent.
• Building a conscious community through a local event calendar (align to the regional calendar).
• Synergize event initiatives and messaging on shared goals with ERGs, HR, and contractors.
• Drive collaboration and partnerships across a range of different industries through the community calendar – E.g., craft-making workshops with a distributor, yoga sessions with an influential instructor etc.

Technology

• Work with BI&T team to introduce and innovative technical solutions to increase Customer Experience, to increase engagement with events and to demonstrate efficiency through these tech solutions.

Client Relationships

• To build a highly trusted relationship with Client staff and their clients ensuring that we are proactively engaging, listening and promptly acting appropriately and constantly collaborating
• To work in together with our service partners, promoting a one team approach at all times ensuring a seamless service is provided by sharing innovative ideas and providing feedback.
• To lead show rounds promoting the use of all meeting room and event space ensuring you are flexible and adaptable to accommodate the requests of a host where possible
• To consistently review and improve the events policies and procedures to ensure it is in line with business needs and is designed to deliver service excellence at all times
• To effectively manage and resolve any complaints ensuring an action plan is implemented for future reference
• To collate and action any feedback following an event including regular audits and event inspections
• Analyse reports and data to provide detailed monthly statistics identifying areas of improvement and creating an action plan to address these.

Operational Skills and Knowledge

• To be fluent in the operational functions of business events, understanding event opportunities and boundaries
• Ensure all on site operational manuals are up to date and relevant with all the information referred to in the point above
• To work with the Colleague Experience Manager and Clients to ensure our contracted services are consistently market leading, looking for opportunities to be able to sell and present these to clients

What we expect from all our colleagues on account

• Our goal is to provide enhanced workplace experiences that will be long remembered by our clients. In this role you will be a part of delivering a best-in-class experience for our client’s personnel, customers, and guests in a connected workspace which promotes a culture of inclusion and safety. With a focus on creating an environment that enhances productivity, collaboration, and well-being, you'll have the opportunity to create exceptional workplace experiences and drive employee satisfaction and engagement to create opportunities for everyone to flourish.
• Our colleagues prioritize the health and safety of people and buildings. This includes following established safety protocols, reporting hazards/ incidents, maintaining cleanliness, encouraging safe practices, and staying informed about health and safety measures. By actively adhering to these expectations and following One Team S.A.F.E.R together vision, we can create a secure and healthy working environment for everyone involved.
• Report at least two good catches per year, attend the SAFER together workshop and complete all safety trainings within the due date.
• You are responsible for leveraging your expertise to find actionable insights from our data and translate it into action, clearly communicating the "what", "so what" and "now what". By embracing curiosity to explore data, courage to act on insights and collaboration to communicate the change we will ensure we meet JLL and HSBC's strategic desire for data-driven decisions.
• You will be part of delivering best-in-class sustainability solutions for our client, promoting resource efficiency, energy conservation, and environmental stewardship. With a focus on creating a culture of environmental responsibility, you'll have the opportunity to support innovative sustainability initiatives and drive continuous improvement across our operations and contribute to our client’s sustainability goals. Your efforts will play a vital role in creating a more sustainable built environment and fostering a healthier planet for generations to come.

Communication

• To actively participate in meetings both internally and externally
• To actively coordinate events regular meetings
• To actively work with others (clients, suppliers, and the team) seeking out ideas for service improvements, feedback and suggestions for development and to share this information appropriately
• To clearly present both verbally and in writing required events information for all parties in the business
• To communicate with your line manager on all and any issues pertaining to HR and training
• Able to communicate and present clearly and confidently face to face or over the telephone
• Able to engage with other people to build empathy and rapport

Desired or preferred experience and technical skills:

• Experience in an event coordination within hospitality, corporate and / or facilities environment
• Experience of data analysis, interpreting and presenting data in a business environment including proposals
• The ideal candidate will thrive in a quick moving, ever-changing environment, have an extraordinary attention to detail, while still working under tight deadlines. They need to be collaborative, supportive, and skilled in handling multiple, complex, concurrent events.
• Outstanding customer service skills and orientation
• Proficient in MS Office and Outlook, and possess excellent written and verbal communication and people skills Ability to always multitask and maintain professionalism without supervision
• Previous experience of working in a fast-paced, corporate multi-national environment
• Good negotiation skills, coordination, and networking capability.
• A great sense of teamwork, accountability, mindfulness, and the willingness to go the extra mile for the users and your team.
• Be knowledgeable about current and future technology resources that are available in the industry to offer an enhanced hybrid service.
• Be able to handle pressure, think quickly and calmly.
• Have an energetic, cheerful, and outgoing personality.