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.   

JLL es una empresa comprometida con la igualdad de oportunidades entre hombres y mujeres / JLL as a company is committed to equal opportunities for men and women.

Reporting to the Guest Services & Hospitality Senior Coordinator, the Guest Services Ambassador (GSA) will provide exceptional customer service at our lobby reception to both internal & external customers. To go above and beyond and making our guests feel welcome and comfortable whilst checking for cleanliness and tidiness throughout their space is key. The role holder will show a passionate understanding of our guest’s needs and requirements and exceed expectations wherever possible. The Guest Services Ambassador will be based in the client´s Madrid Office Reception and will be the first point of contact to all our customers, partners and guests visiting our office and to our employees.

This position requires a strong passion for customer care, a very high level of service orientation, be very accurate and organised, understand the business needs, be motivated and flexible, have a strong attention to details, be ready to work in a fast corporate environment, be able to prioritise and tackle all admin tasks on time, be problem solving oriented and have a positive and can-do attitude.
 

Responsibilities include, but are not limited to:

Guest Welcome Experience

Maintain a tidy and smart uniform at all times, ensure you are well groomed

Ensure cleanliness and tidiness throughout the entire ground floor and front of house areas; report issues to the Workplace Facilities Coordinator (#showready)

Maintain professional body language at all times, smile and stand to greet EVERY guest who enters reception

Provide an exceptional experience for every employee, customer or guest entering our space, and provide any information or support required

Ensure guests pre-registration via the client internal procedures

Handling of the Virtual GSA Portal including Temporary Badges and all other Guest Services related requests

Help guests and offer assistance to make them feel welcome and comfortable while waiting in the lobby

Care about guests being picked up in time by their respective host

Greet all staff entering the office and become familiar with who’s who in order to acknowledge staff by name

Know and recognise important local and international employees, like VPs

Support the Guest Services & Hospitality Senior Coordinator as host and key point of contact for internal and external visitors by making them feel welcome and provide any information or support required

Ensure reception is covered at all time during business hours

Liaise with the security team when appropriate for day to day operations

Offer reception services like taxi booking & collaborate with all service lines (Facilities, Guest Services, Meetings & Events) in a common goal of exceptional customer service

Administrative and General Tasks

Communication to local office community via available channels: Slack, REWS Global Ticketing System, Virtual GSA portal, phone, email, etc.

Employee Request handling through all channels (at desks, Virtual GSA Portal, phone, Email)

Perform in- and outgoing Package Handling, incl. customs & shipping as per EMEA Playbook including regular check of the EMEA REWS Ticketing Queue

Employee Access Control (Salesforce & Building Badges) including documentation and tracking

Building and maintaining close relationships with relevant contact persons, such as Facility Management, external suppliers, Executive Assistants, BT Helpdesk and Employee Success

Extensive and up-to-date knowledge of internal and external meeting facilities, restaurants, hotels, venues and businesses to make the most suitable recommendations or arrangements

Maintain Reception Handbook up to date

Report defects in respective areas and report them to the Facilities team; log a REWS ticket if required & keep track of them in the Business Centre Project Tracker

Cover and support Hospitality Team members as required

Support employees with meeting room bookings through GCal and/or REWS Ticketing System as well as booking extra rooms for employees with the Business Center

Escort guests, customers and vendors to their meetings at our office space only on days with multiple events or when required

Usage of internal client applications

Provide Front Desk training to office covers when needed

Perform monthly checks through all checklists and Playbooks and conduct necessary changes in consultation with Sr. Coordinator Guest Services & Hospitality

Ensure stock keeping of supplies for the lobby reception and report detailed overview and order request to the Office Assistant on a monthly basis

Perform First Aid Kits inventory & restock in liaison with the Health & Safety specialist

Own the Lost & Found program

Use our internal logs to track the distribution of Hotboxes

Qualifications

Work experience in a customer service role or administrative role

Background in hospitality or other service sector (preferred)

Fluent in Spanish and English in spoken and written form

At least one year of related customer service experience

Intermediate-advanced knowledge of Microsoft office (Word, Excel, PowerPoint)

Interpersonal skills

Friendly, helpful and discreet with very good communication skills and professional manners

A highly flexible team player who is able to adapt quickly to any situation or scenario

Ability to switch quickly between different roles

Polite and confident with a great deal of patience

Passionate about service, helping and working with people

Can-Do attitude, proactive, always willing to go the extra mile

Ability to work in a fast-paced environment focussed on timelines

Excellent multi-tasking, project management and organizational skills

Well-groomed appearance and smart attire

Ability to organize and prioritize daily workload

Strong customer service orientation, patience and resilience

Follow targets according to orders and service needs

Ability to learn how to operate office equipment as well as Audio-Visual and Meeting equipment like TV screens, audio systems etc. and learn and use our internal Salesforce.com applications

Technical affinity and willingness to learn new Salesforce tools and experience in working with computers and tools like Google Apps

Educated in adherence to Health & Safety regulations

OTHERS

Shift: Monday to Friday from 8.30AM to 5.30PM (when needed from 9.00AM to 6.00PM)

Work location: At client office

Reports into: Guest Services & Hospitality Senior Coordinator

Uniform: Yes

Setup: Laptop provided by JLL

Location:

On-site –Madrid, ESP

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

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For additional details please see our career site pages for each country.

For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here.

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at accomodationrequest@am.jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.