Guest Services Ambassador Supervisor

JLL•New York, NY

1d•$80,000 - $85,000•Onsite

About The Position

JLL empowers you to shape a brighter way. 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. The Supervisor is a dynamic leader who combines exceptional hospitality expertise with operational excellence to oversee the guest services team and ensure flawless execution of meetings and events. This role requires a data-driven approach to managing guest experiences while leading and developing a team of Guest Service Ambassadors to deliver 5-star service that results in absolute customer satisfaction. As the face of hospitality, this position serves as the subject matter expert for all guest-facing activities, events coordination, and ticketing systems.

Requirements

Minimum 3-5 years of supervisory experience in guest services or hospitality operations
Background in facilities management or workplace services
Proven leadership experience in hospitality, guest services, or event management teams
Demonstrated expertise in team management, including scheduling, training, and performance management
Strong proficiency in data analysis and reporting, with experience using dashboard tools like Tableau
Experience with ticketing systems and event coordination processes
Excellent communication and interpersonal skills with ability to deliver exceptional customer service
Experience with Google Suite, Slack, Quip, and other collaborative platforms
Availability during evenings, weekends, and after hours required on an as-needed basis for event execution and team supervision
Ability to work in a fast-paced office environment
Physical capability to move throughout the facility to oversee operations and support events
Flexibility to manage both guest services operations and event coordination simultaneously
Candidates must be authorized to work in the United States without sponsorship.

Nice To Haves

Bachelor's degree in Hospitality Management, Business Administration, or related field
Knowledge of REWS (Real Estate Workplace Services) systems and processes
Previous experience in corporate hospitality or executive-level guest services
Event management certification or training

Responsibilities

Lead and manage the Guest Service Ambassador team, including scheduling, training, performance management, and daily operations to ensure consistent delivery of exceptional guest experiences
Oversee the meetings and events process from intake to execution, coordinating all event and guest service requirements while ensuring timely responses within approved Service Level Agreements (SLAs)
Monitor and manage ticketing requests and queries for Meetings & Events, providing regular reporting and insights through Tableau dashboards and producing ad-hoc reports
Conduct weekly auditing and reporting on event-related and guest services KPIs, managing monthly data metrics to inform future business processes and strategy decisions
Develop and implement training programs for team members on Google Suite, Ticketing System, Tableau dashboards, and badging access systems
Maintain 'show ready' standards for all guest-facing areas and ensure tickets and programs are routed to accurate queues
Develop strong relationships with key stakeholders, internal business units, partners, external vendors, and contractors to ensure event and guest service needs are met