Job Description
UK Guest Services Manager
ROLE AND RESPONSIBILITIES
OVERALL ROLE
This position is responsible for the Colleague and Guest Experience within the assigned UK portfolio, with a focus on providing outstanding Experience in the Workspace and to Guests coming to our buildings.
This role will be responsible for supporting and driving the CX culture for multiple sites throughout the UK. Inspiring a customer-first culture throughout the team to deliver exceptional colleague & and guest experience.
A key aspect of this role is engagement, interfacing not only with key site stakeholders but also with other service partners and vendors, with site occupants as the ultimate service recipients.
MAJOR RESPONSIBILITIES
Transforming to the Workspace Team of the future
- Develop existing and bring in new talent and capabilities into the Workspace & Guest Experience Team, to ensure there is a highly proactive, responsive, dynamic, and agile team.
- Support the use of technology and digital platforms to enable the Guest Experience team to be agile and present and deliver best-in-class service.
- Support a culture of continuous learning within the team, supporting them on their journey of being a customer service professional.
- Promote and share best practice across the UK team to align service standards.
Client/Stakeholder Management
- Develop meaningful stakeholder relationships to ensure we are aware of business needs, allowing us to be agile with the changing requirements of the portfolio and site stakeholders.
- Work closely with Workspace Operations Leads (FM) for sites to ensure a one-team we deliver an aligned one team approach to key stakeholders.
- Ensure all feedback is shared with the Workspace Experience Lead in a timely manner, allowing us to identify trends, and root causes to allow us to flex & and to celebrate and share our successes.
Leadership / Staff Management
- Deployment of behaviour-based training, playbooks, and JD’s. Supporting the CX vision to be brought forward.
- Actively encourage an environment that supports cross-functional teamwork, co-operation, performance excellence, and personal success.
- Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members.
Operations Management
- Ensure the delivery of all operational requirements as per the client's scope of work across the site.
- To support the team’s awareness of business and team activity with regular and ad-hoc communication including regular team meetings and one-to-ones
- Provide guidance, on Guest Services systems including visitor registration and events to support R-R colleagues with any queries.
- To ensure that the Guest Experience team is consistently aware of VIP activity throughout their sites, to ensure that service is exceeded at any touchpoint. In addition, ensuring, they keep the wider JLL site colleagues aware of any VIP activity.
- Always ensure that the team is adhering to the highest levels of personal presentation/appearance and wearing the correct uniform.
- Carry out regular service audits of both the guest and colleague areas across the UK sites to ensure they are operating with service excellence at the forefront, ensuring any learnings are shared and issues closed out in a timely manner.
- Operate in a proactive manner that supports the entire Team, demonstrating a can-do attitude; this will include supporting on reception desks if needed.
- Support the 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 rollouts, regional training programs/workshops, and client initiatives as appropriate, through driving implementation and consistency across the region.
- Ensure operations are aligned to financial processes and controls are always adhered 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 to demonstrate.
- Actively aim to exceed SLA/KPI scores. Hire, attract, and retain a team of top-talent employees and ensure company standards are met.
- Resolve users' complaints and concerns with solutions and follow-up. Work proactively to avoid future complaints. Ensure timely escalations of any complaints.
- Support and participate as a key team member in response to any on-site emergency situations, ensuring workspace experience team members are on the ground, mitigating risk, and engaging with colleagues as needed.
- Responsible for monitoring and managing staff performance.
- Responsible for ensuring adequate cover of reception areas for periods of holidays and sickness for staff across the UK Guest Experience Team. Proactively managing teams and temps.
CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA
Ideal Experience
- Excellent verbal and written communication skills as well as presentation skills
- Able to adapt to a fast-paced working environment and versatile in meeting client-changing needs and requirements.
- Strong analytical, organization, and administration skills
- At least 2 years of leadership experience within a Front of House role in a Corporate or hospitality environment
- Self-motivated service leader committed to driving service excellence.
- Experienced in leading client services and standard operating procedures and other internal/external communication methods.
- Ability to demonstrate empathy, excellent customer service and practical skills.
- Must have excellent organisational skills and good attention to detail.
- Must be computer literate including MS office.
- Ability to use own initiative and take ownership.
- Ability to manage conflict.
- Professional and high standard of overall communication
- Should have an excellent and positive “can do attitude” and a great team player and leader.
- Able to work in a busy and pressurised environment providing a discreet and personalised service.
Critical Competencies for Success (with corresponding ‘I am JLL behaviours’)
Client Focus & Relationship Management – ‘I Value my Customers’
- Demonstrates proactive & and professional approach to customer service and stakeholder engagement.
- Has a natural hospitality-orientated communications acumen
- Ability to interact with a wide range of client staff, including senior levels
- Ability to manage conflict and balance between client and firm requirements
- Has a customer service-oriented attitude.
People Management and Team Leadership – ‘I am a Team Player’
- Ability to lead team effectively, train them well, and promote open, constructive, and collaborative relationships at all levels.
Program Management & Organizational Skills – ‘I am Proactive’
- Excellent planning & organizational skills to prioritize work and meet tight deadlines
- Proven ability to manage multiple and complex operational matters on a daily basis
Problem Solving & Strategic Thinking – ‘I am Innovative’
- Capacity to deal with ambiguity and solve complex problems effectively
- Analytical, proven ability to solve problems using a quantitative approach
- Proven ability to employ holistic approaches and looks at long-term solutions
Other Personal Characteristics
- Natural communicator who enjoys engaging at all levels
- Self-motivated and confident
- Exhibits honesty & trustworthiness
- Open to new ideas & willing to challenge status quo
- Works well with diverse teams from various countries/cultures
KEY STAKEHOLDERS
Management Staff
Client Representatives (For individual sites)
Client Occupants / End-users