Workplace Experience Ambassador

JLL•Franklin, TN

1d•Onsite

About The Position

The Workplace Experience Ambassador serves as the face of exceptional hospitality and service delivery within our client workplaces. This dynamic role combines front desk reception, proactive client engagement, and operational coordination to create an environment where employees and guests feel welcomed, valued, and supported. As a key touchpoint in our service delivery model, you'll bridge the gap between JLL, our service partners, and client organizations by anticipating needs, solving problems, and delivering high-touch experiences that set the standard for workplace excellence. This position offers the opportunity to shape the daily experience of hundreds of employees while developing your professional skills in a fast-paced, people-focused environment where your impact is visible and valued.

Requirements

High school diploma or GED with minimum 2-3 years of demonstrated experience in hospitality management, customer service, or similar client-facing role.
Exceptional interpersonal and communication skills with proven ability to build rapport quickly, demonstrate empathy, and create positive interactions with diverse stakeholders at all organizational levels.
Strong proficiency in Microsoft Office suite (Word, Excel, PowerPoint, Outlook) and Windows-based applications, with ability to learn and leverage AI tools and emerging technologies for operational efficiency.
Demonstrated ability to manage multiple priorities simultaneously while maintaining composure under pressure, exercising sound judgment, and handling confidential information with discretion.
Proven track record of delivering intuitive, proactive service by anticipating client needs, exceeding expectations, and fostering lasting professional relationships through authentic engagement and follow-through.

Nice To Haves

Experience working in corporate workplace environments or commercial real estate settings with understanding of facilities management operations and soft services delivery.
Vendor management experience with ability to coordinate effectively with third-party service providers and hold partners accountable to service level agreements and performance standards.
Strong analytical skills to assess situations, identify trends, spot potential risks, and implement solutions that drive continuous improvement in service delivery.
Demonstrated initiative, flexibility, and leadership qualities with enthusiasm for creating exceptional workplace experiences and ability to adapt quickly to changing priorities and client needs.
Experience organizing and executing corporate events, employee engagement activities, or hospitality programs that enhance workplace culture and community.

Responsibilities

Serve as the primary point of contact at the front desk, warmly welcoming guests and employees, managing arrivals and departures, executing the badging process, and providing office orientations with professionalism and enthusiasm.
Spend a minimum of two hours daily engaging with employees at reception or entrance areas and conducting floor walkthroughs to ensure workspaces, conference rooms, pantries, and common areas are properly stocked, clean, and maintained to brand standards.
Proactively manage all client requests and service issues by responding within one business day, providing personal follow-up to ensure complete resolution, and partnering with service teams to deliver creative solutions that exceed expectations.
Build and maintain meaningful relationships with client employees, guests, and support teams through authentic engagement, active listening, and consistent demonstration of exceptional hospitality and customer service.
Conduct routine assessments and walkthroughs of soft services delivery to monitor compliance with service level agreements, performance metrics, and quality standards, escalating concerns appropriately to ensure operational excellence.
Collaborate across facilities management and service teams to organize and operationalize client engagement events, coordinate meeting preparations, and ensure seamless execution of workplace activities without incident.
Leverage AI tools and business intelligence to identify service delivery efficiencies, contribute to continuous improvement initiatives, and implement best practices that enhance the client experience and operational performance.