Guest Services Manager

JLL•Chicago, IL

5d•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. Guest Services Manager Position Overview We are currently seeking a Guest Services Manager to join our Experience Management (JLL) team. The Guest Services Manager is responsible for providing outstanding guest experiences in a customer service setting by courteously greeting all tenants and visitors, serving as a guest services resource, and acting as an exemplary leader for the Guest Services Representative (GSR) team while managing administrative and supervisory responsibilities.

Requirements

Bachelor's degree or equivalent work experience
Minimum 2-4 years of experience in luxury hospitality, high-end retail, fine dining, or related field
Minimum 2+ years of supervisory experience
Professional demeanor and appearance
Desire and ability to lead by example
Outstanding people skills
Ability to be flexible and adaptable
Strong organizational skills and ability to multi-task
Excellent oral and written communication skills
Ability to meet deadlines
Ability to think quickly and efficiently when confronted with client requests
Self-starter, motivated, takes initiative, and anticipates needs of others
Computer literacy, specifically MS Office applications and Internet
Treats all team members with respect and dignity
Ability to stay positive in ever-changing circumstances
Proven track record of results with the ability to act decisively, think strategically, and manage time effectively to meet deadlines in a fast-paced, high-volume environment
Desire to contribute to a diverse, supportive, and talented team
Candidates must be authorized to work in the United States without sponsorship.

Responsibilities

Courteously greet all tenants and visitors to the reception desk
Sign in all authorized visitors according to policies, rules, and regulations established by building management and/or tenants, ensuring all guests have been authorized to enter
Contact tenants in a courteous and professional manner when a guest is not pre-registered
Provide excellent service to all guests arriving at the building
Answer and respond to tenant phone calls and emails for assistance throughout the day
Provide guidance and information as requested from tenants and visitors to the building
Ensure familiarity with building management and security protocols, directing any issues to the appropriately designated management
Develop and maintain professional relationships with key employee and tenant contacts at the property
Proactively investigate all events occurring or hosted by the property
Maintain service alert awareness and report any security issues to the designated security and/or management parties
Ensure work and reception areas are neat and orderly with all personal items stowed away (eating and drinking not allowed at work areas)
Act as an exemplary employee in all situations
Demonstrate knowledge of and adherence to policies/procedures and building SOPs, leading GSRs accordingly
Assist HR in recruiting and onboarding efforts for GSRs
Train new permanent and temporary GSRs and Assistant Managers
Actively observe team performance while working alongside them
Coach team members in real-time to correct performance issues
Provide ongoing coaching and development for GSRs and Assistant Managers
Relay coaching and other team concerns to Account Manager within 24 hours (sooner if urgent)
Compose and administer annual reviews for GSRs and Assistant Managers
Create and maintain GSR staffing levels and schedules
Compose performance counseling paperwork in a thorough and concise manner and submit to Account Manager or Human Resources for approval
Administer performance counseling with a witness present
Learn additional managerial tasks as appropriate
Refrain from participating in negative team influences or gossip
Always encourage a positive and professional team environment
Participate in meetings regarding building operations as requested
Share GSR-related information with Account Manager in a timely manner
Complete requested building reports by specified deadlines
Perform additional duties as assigned