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Workplace Ambassador

Work Dynamics

OVERALL ROLE

This position is responsible for creating a Customer-Centric Experience for the Guest within their assigned portfolio, with the focus on providing outstanding Experience in the Workplace.

This candidate will have a deep understanding of the Workplace and surrounding areas, becoming the single point of contact for daily Workplace needs on the office floors and a counsel to the Guests present.

The role acts as an embedded point of contact for the Client (“GRE”) team regarding Workplace activities at a Site level, and supports account initiatives by driving consistent implementation and delivery through nudge behaviors.

A pivotal aspect of this role is active engagement and interfacing with the lines of businesses and occupants as the ultimate service recipients.

MAJOR RESPONSIBILITIES

Transforming to the Workplace Team of the future

Creates Occupant Delight

Has a natural hospitality-orientated communications acumen

Embedded “Go To” trusted Workplace partner fostering all-level relationships

Understands business traits/ cadence/ needs

Deep Workplace & Surrounding area knowledge

Shares observations regarding any misalignment to nudge behaviors (incl. data from Workplace Delivery team)

Single Point of Contact for issues resolution & workplace change within space

Problem solves & Resets space on the fly

Acts as basic “counsel” regarding space needs/options as per Workplace Standards

Introduce technology and digital platforms to enable Workplace Experience team to be mobile and present on the occupant floors

Develop an active and visible Workplace Experience Team

Be part of a highly proactive, responsive, dynamic and agile team

Establish direct relationship with the client business units and their neighborhood community, understand their issues, display confidence and satisfy needs and requirements of all requests

Responsible for managing Repair & Maintenance services, materials, equipment’s and fixtures

Monitor service providers performance to ensure contractual obligations are met and exceeded

Liaise between dining team & facilities for event setup logistics

Liaise between vendors and users for scheduling work date for managing client's expectations

Ensure scheduled / ad hoc maintenance work is completed with quality

Engage floor user by conducting data analysis

Escalate facilities issues to management team when necessary

Consolidate feedback to management team regularly for ongoing improvement implementation

Participate in ad-hoc projects when required

I am a Community Ambassador

I own my floor/s and take personal responsibility for everyone and everything on my floor/s

If the water in the water dispenser is low, I top it up I don’t need to call dining team, I am empowered, I am trained to do some F&B tasks. I am the doer of everything on the floor. If there are coffee marks on pantry table, I clean it by myself immediately and do not need to wait for cleaning lady. I am the doer of everything on the floor

I know each person by name, what they do and what community they belong too. If a new person commences I greet them and help them settle into their new working environment

If something needs repairing, I arrange it with my technical colleagues and I ensure it is repaired correctly. If the washrooms need attending, I know about it immediately and get things sorted out

I am mobile, I do not have a workstation, I don’t need one as I am always on the floor with my community. I have a tablet to communicate with and log tickets when required

You will mostly find me in the community lounge helping with services with the tea lady, mingling with community members and also ensuring everything is available, cups / glasses etc. are ready for use, and generally everything is clean and tidy

I report to the Workplace Experience Lead who ensures I have all the backup I need

I work with Amenities team when there are events hosted on my floor to ensure the venue is clean and tidy before/after event

By observing behavior of my community, I share my ideas to facilities and other supporting teams in order to improve the working environment

Client/Stakeholder Management (in support of the Workplace Experience Lead)

Pro-actively develop and manage Client relationships ensuring that expected service levels are achieved

Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators

Deliver an exceptional quality of service to the Client, as reflected by Client feedback

Actively recover feedback from the end user

Leadership / Staff Management

Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success

Proactively manage the team to deliver Delight

Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members and on-site Vendors

Operations Management

Must be customer focused and be proactive in establishing customer relationships

Responsible and accountable for all service request

Ensure service deliverables are met with SLA and KPI

Work with all related parties on timely delivery of all services

Be responsible for all clients within designated area

Problem solves & Resets space on the fly

When necessary raise risks to Workplace Location Lead for further investigation

Embedded “Go To” trusted Workplace partner fostering all-level relationships

To undertake continuous floor inspections ensure cleanliness and maintenance is correct

Establish direct relationship with the client business units and their neighborhood community, understand their issues, display confidence and satisfy needs and requirements of all requests

Continuous Improvement implementation

Single Point of Contact for issues resolution & workplace change within space

Conduct data analysis report when necessary

Be the JLL face of ‘WE’ program in the workplace and within the team

Acts as basic “counsel” regarding space needs/options as per Workplace Standards

Ensure the delivery of all operational requirements as per the client scope of works across site

Develop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistency

Support Regional initiatives such as user experience programs, JLL system roll-outs, regional training programs/workshops and other initiatives as appropriate, through driving implementation and consistency across the Region

Drive Client specific initiatives such technology roll-outs, benchmarking, best practices etc.

Ensure operations are aligned to financial processes and controls are adhered to at all times to achieve good financial management.

Ensure compliance with JLL and client Health, Safety, Environment and Risk Management policies and procedures

Ensure data integrity of all systems across the Region and perform audits from time to time

Ensure meeting or exceeding SLA/KPI scores

Generate reports and conduct presentations as per the service delivery requirements and overall account management

Handling helpdesk service request from users via telephone or email correspondence

Responsible for managing Repair & Maintenance services, materials, equipment’s and fixtures

Oversee office premises and delivery of hospitality services for users

Provide administrative support of issuing work order to vendors

Coordinate with vendors to ensure facilities services are delivered on a timely manner

Liaise between dining team & facilities for event setup logistics

Communicate with users by consolidating feedback to ensure expectations are achieved

Escalate facilities issues to management team when necessary

Participate in ad-hoc projects when required

Ideal Experience

Excellent verbal and written communication skills

Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements

Strong analytical, organization and administration skills

An added benefit would be a Bachelor’s degree in facilities management, building, business or other related field; however, this is not a must.

3 - 5 years’ experience - Hospitality / Flight Attendant / Events Management / Serviced Office 

Must be customer focused and be proactive in establishing customer relationships

Proven ability to function effectively as part of a team

Proven ability to initiate and follow with improvement initiatives, create opportunities for efficiencies and process amendments

Ability to effectively communicate and interact with all levels of people

Fluent in English (verbal and written) Strong PC literacy and proficiency in MS Office applications

Location:

On-site – Kuala Lumpur

Location:

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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