Guest Service Manager

JLL•Chicago, IL

3h•Onsite

About The Position

As a Guest Service Manager at JLL, you'll be at the forefront of delivering exceptional client experiences every day through enhanced engagement, proactive communication, and high-touch service. This role is all about creating workplace experiences that will be long remembered—setting the standard for superior service for both our clients and our teams. You'll be responsible for implementing and overseeing the daily operations of the Guest Service program at your primary client site while also remotely monitoring a secondary office location. At JLL, we are collectively shaping a brighter way for our clients, ourselves, and our fellow employees, and this client-facing position provides the perfect opportunity to combine your passion for service with brilliant people skills and enthusiasm for creating a hospitality-focused workplace environment.

Requirements

High school diploma or equivalent required
Previous supervisory or management experience required
3-5 years of relevant experience in guest services, customer service, hospitality operations, workplace services, or facility management
Ability to respond and follow through to requests for information and communicate with all levels of management with minimal supervision
Leadership skills to motivate team and impact quality, efficiency, and effectiveness of the department
Excellent verbal and written communication skills with the ability to communicate professionally and facilitate the exchange of sensitive, complicated, and difficult information
Superior customer service skills with extensive organizational abilities and a strong inquisitive mindset

Nice To Haves

Bachelor's degree preferred
Experience in the areas of staffing, selection, training, development, coaching, mentoring, measuring, appraising, and rewarding performance and retention
Experience providing event support and assisting with mail operations
Proficient skills in Google Suite (Gmail, Sheets, Slides, Docs

Responsibilities

Oversee guest service programs including temporary access badges, landlord building access cards, lost & found, luggage storage, and quarterly inspections for art and meeting rooms
Perform daily quality assurance checks to ensure the overall operation is staffed properly and operating smoothly while identifying potential risks and escalating to prevent incidents or disruptions
Resolve problems associated with all building services including janitorial, mailroom, copier services, parking, badging, and conference rooms by submitting work orders through appropriate channels
Manage weekly guest service schedules, schedule requests, and approve weekly timesheets while ensuring seamless coverage across shifts
Assist in recruiting, onboarding, training, year-end evaluation, and coaching of the team to build capable, engaged service professionals
Work collaboratively with other service line leads and participate in regular regional meetings to share best practices and drive continuous improvement
Assist with projects and initiatives that enhance employee engagement, increase productivity, reduce cost, mitigate risk, and create value for our clients and JLL