Senior Workplace Ambassador

JLL•Atlanta, GA

54d•Onsite

About The Position

As a Facility Ambassador at JLL, you will deliver exceptional client experience every day through enhanced engagement, proactive communication, and high-touch service within a select portfolio of properties. This client-facing role combines your passion for service, brilliant people skills, and enthusiasm for creating a hospitality-focused environment that reflects JLL's commitment to superior client experiences. You'll serve as the primary point of contact for client employee inquiries while increasing engagement and partnership between JLL, service partners, and clients to provide superior service delivery that creates lasting, memorable experiences.

Requirements

Bachelor's degree or equivalent
3-5 years prior experience in hospitality, facility/property management, operations, or commercial real estate knowledge preferred
Exceptional customer service skills with genuine passion for hospitality
Ability to manage multiple priorities and deliver results in fast-paced environment
Highly collaborative with strong interpersonal skills and track record of excellent internal and external customer service
Ability to work independently with strong prioritization and time management skills
Excellent verbal and written communication skills with professional communication ability
Proficient skills in Microsoft Office Suite (Excel, Word, PowerPoint, Visio, and Outlook)

Nice To Haves

Experience with data collection, analysis, and reporting processes
Background in continuous improvement and innovation initiatives
Knowledge of business intelligence tools and best practices development
Experience identifying potential risks and escalation procedures
Understanding of privacy, security, and operational disruption prevention

Responsibilities

Serve as initial point of contact for all client employee inquiries, issues, troubleshooting, compliments, and feedback related to workplace services
Ensure Facility Ambassador services are executed consistently with SLAs, standard processes, professional brand image, and compliance with applicable laws
Conduct routine walkthroughs and assessments of soft service delivery to ensure compliance with service level agreements and performance metrics
Support data collection, analysis, and reporting to ensure alignment with clients' goals and objectives
Strive to improve service performance while achieving and exceeding performance goals and team goals
Work collaboratively within account team in service delivery across all business lines (FM, Engineering, Transactions, Projects)
Provide intuitive service delivery by anticipating needs or concerns and exceeding client expectations
Build meaningful lasting relationships with client employees and guests, carrying a hospitality calling card
Maintain visible engagement and workplace presence, spending minimum two hours daily welcoming employees at reception or entrances
Walk floors to ensure workspaces (offices, desks, conference rooms, mailrooms, pantries) are stocked and maintained
Receive and respond to all requests or issues within one day, including personal follow-up to ensure satisfaction