JLL-posted 1 day ago
Full-time • Manager
Onsite • San Jose, CA
5,001-10,000 employees

JLL empowers you to shape a brighter way . Our people at JLL and JLL Technologies 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. Start date is February 2nd The Lobby Ambassador Supervisor leads a team of Lobby Ambassadors to ensure consistent delivery of exceptional client and guest experiences. This role encompasses team leadership, operational management, performance oversight, and serves as the primary escalation point for complex guest service issues while maintaining high hospitality standards across all shifts through effective scheduling, coaching, and quality assurance.

  • Supervise, coach, and develop Lobby Ambassador team members through regular performance evaluations and improvement planning
  • Create and manage staff schedules across all shifts while tracking absences and arranging coverage to maintain service continuity
  • Serve as primary escalation point for complex guest service issues and customer complaints requiring supervisory intervention
  • Conduct regular site walks to observe service delivery, provide real-time coaching, and ensure adherence to service standards
  • Prepare matrix reports on team performance, guest satisfaction, and operational metrics while managing budget considerations
  • Coordinate with facilities management and internal teams to ensure seamless service delivery across all departments
  • Onboard new team members and deliver ongoing training programs to enhance skills and maintain expertise in local amenities
  • Minimum 3-5 years of supervisory experience in customer service, hospitality, or related field
  • Strong leadership skills with proven ability to motivate, develop, and manage team members effectively
  • Advanced written and verbal communication skills with fluency in English required
  • Proficiency in Microsoft Office Suite (Teams, Excel, PowerPoint, Word, Outlook) and scheduling software
  • Excellent organizational and time management skills for workforce management and scheduling coordination
  • Demonstrated problem-solving abilities and conflict resolution skills for handling escalated issues
  • Flexibility to work various shifts and respond to changing operational needs
  • Previous experience managing teams in client-facing hospitality or corporate services environment
  • Experience with reporting tools, data analysis, and performance metrics tracking
  • Knowledge of hospitality industry standards, best practices, and service excellence principles
  • Familiarity with budget management and overtime coordination in service-oriented operations
  • Experience with employee onboarding, training program development, and performance coaching
  • Background in facilities management coordination or corporate workplace services
  • Additional language skills to support diverse client and guest populations
  • 401(k) plan with matching company contributions
  • Comprehensive Medical, Dental & Vision Care
  • Paid parental leave at 100% of salary
  • Paid Time Off and Company Holidays
  • Early access to earned wages through Daily Pay
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