Workplace Ambassador

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Our people at JLL 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.   

Workplace Ambassador

Work Dynamics

OVERALL ROLE

This position is responsible for creating a Customer-Centric Experience for the Guest within their assigned portfolio, with the focus on providing outstanding Experience in the Workplace.

This candidate will have a deep understanding of the Workplace and surrounding areas, becoming the single point of contact for daily Workplace needs on the office floors and a counsel to the Guests present.

The role acts as an embedded point of contact for the Client (“GRE”) team regarding Workplace activities at a Site level, and supports account initiatives by driving consistent implementation and delivery through nudge behaviors.

A pivotal aspect of this role is active engagement and interfacing with the lines of businesses and occupants as the ultimate service recipients.

MAJOR RESPONSIBILITIES

Transforming to the Workplace Team of the future

• Creates Occupant Delight
• Has a natural hospitality-orientated communications acumen
• Embedded “Go To” trusted Workplace partner fostering all-level relationships
• Understands business traits/ cadence/ needs
• Deep Workplace & Surrounding area knowledge
• Shares observations regarding any misalignment to nudge behaviors (incl. data from Workplace Delivery team)
• Single Point of Contact for issues resolution & workplace change within space
• Problem solves & Resets space on the fly
• Acts as basic “counsel” regarding space needs/options as per Workplace Standards
• Introduce technology and digital platforms to enable Workplace Experience team to be mobile and present on the occupant floors
• Develop an active and visible Workplace Experience Team
• Be part of a highly proactive, responsive, dynamic and agile team
• Establish direct relationship with the client business units and their neighborhood community, understand their issues, display confidence and satisfy needs and requirements of all requests
• Responsible for managing Repair & Maintenance services, materials, equipment’s and fixtures
• Monitor service providers performance to ensure contractual obligations are met and exceeded
• Liaise between dining team & facilities for event setup logistics
• Liaise between vendors and users for scheduling work date for managing client's expectations
• Ensure scheduled / ad hoc maintenance work is completed with quality
• Engage floor user by conducting data analysis
• Escalate facilities issues to management team when necessary
• Consolidate feedback to management team regularly for ongoing improvement implementation
• Participate in ad-hoc projects when required

I am a Community Ambassador

• I own my floor/s and take personal responsibility for everyone and everything on my floor/s
• If the water in the water dispenser is low, I top it up I don’t need to call dining team, I am empowered, I am trained to do some F&B tasks. I am the doer of everything on the floor. If there are coffee marks on pantry table, I clean it by myself immediately and do not need to wait for cleaning lady. I am the doer of everything on the floor
• I know each person by name, what they do and what community they belong too. If a new person commences I greet them and help them settle into their new working environment
• If something needs repairing, I arrange it with my technical colleagues and I ensure it is repaired correctly. If the washrooms need attending, I know about it immediately and get things sorted out
• I am mobile, I do not have a workstation, I don’t need one as I am always on the floor with my community. I have a tablet to communicate with and log tickets when required
• You will mostly find me in the community lounge helping with services with the tea lady, mingling with community members and also ensuring everything is available, cups / glasses etc. are ready for use, and generally everything is clean and tidy
• I report to the Workplace Experience Lead who ensures I have all the backup I need
• I work with Amenities team when there are events hosted on my floor to ensure the venue is clean and tidy before/after event
• By observing behavior of my community, I share my ideas to facilities and other supporting teams in order to improve the working environment

Client/Stakeholder Management (in support of the Workplace Experience Lead)

• Pro-actively develop and manage Client relationships ensuring that expected service levels are achieved
• Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators
• Deliver an exceptional quality of service to the Client, as reflected by Client feedback
• Actively recover feedback from the end user

Leadership / Staff Management

• Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success
• Proactively manage the team to deliver Delight
• Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members and on-site Vendors

Operations Management

• Must be customer focused and be proactive in establishing customer relationships
• Responsible and accountable for all service request
• Ensure service deliverables are met with SLA and KPI
• Work with all related parties on timely delivery of all services
• Be responsible for all clients within designated area
• Problem solves & Resets space on the fly
• When necessary raise risks to Workplace Location Lead for further investigation
• Embedded “Go To” trusted Workplace partner fostering all-level relationships
• To undertake continuous floor inspections ensure cleanliness and maintenance is correct
• Establish direct relationship with the client business units and their neighborhood community, understand their issues, display confidence and satisfy needs and requirements of all requests
• Continuous Improvement implementation
• Single Point of Contact for issues resolution & workplace change within space
• Conduct data analysis report when necessary
• Be the JLL face of ‘WE’ program in the workplace and within the team
• Acts as basic “counsel” regarding space needs/options as per Workplace Standards
• Ensure the delivery of all operational requirements as per the client scope of works across site
• Develop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistency
• Support Regional initiatives such as user experience programs, JLL system roll-outs, regional training programs/workshops and other initiatives as appropriate, through driving implementation and consistency across the Region
• Drive Client specific initiatives such technology roll-outs, benchmarking, best practices etc.
• Ensure operations are aligned to financial processes and controls are adhered to at all times to achieve good financial management.
• Ensure compliance with JLL and client Health, Safety, Environment and Risk Management policies and procedures
• Ensure data integrity of all systems across the Region and perform audits from time to time
• Ensure meeting or exceeding SLA/KPI scores
• Generate reports and conduct presentations as per the service delivery requirements and overall account management
• Handling helpdesk service request from users via telephone or email correspondence
• Responsible for managing Repair & Maintenance services, materials, equipment’s and fixtures
• Oversee office premises and delivery of hospitality services for users
• Provide administrative support of issuing work order to vendors
• Coordinate with vendors to ensure facilities services are delivered on a timely manner
• Liaise between dining team & facilities for event setup logistics
• Communicate with users by consolidating feedback to ensure expectations are achieved
• Escalate facilities issues to management team when necessary
• Participate in ad-hoc projects when required

Ideal Experience

• Excellent verbal and written communication skills
• Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements
• Strong analytical, organization and administration skills
• An added benefit would be a Bachelor’s degree in facilities management, building, business or other related field; however, this is not a must.
• 3 - 5 years’ experience - Hospitality / Flight Attendant / Events Management / Serviced Office 
• Must be customer focused and be proactive in establishing customer relationships
• Proven ability to function effectively as part of a team
• Proven ability to initiate and follow with improvement initiatives, create opportunities for efficiencies and process amendments
• Ability to effectively communicate and interact with all levels of people
• Fluent in English (verbal and written) Strong PC literacy and proficiency in MS Office applications

Location:

On-site – Kuala Lumpur

Location:

–Kuala Lumpur, Malaysia

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