JLL empowers you to shape a brighter way .
Our people at JLL 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.
Join JLL's dynamic team serving one of the world's largest banking and financial services organisations with a network spanning more than 50 countries and territories. We're seeking talented professionals who thrive in fast-paced environments and are eager to drive meaningful change. This is an outstanding opportunity to work alongside industry experts that help shape the future of workplace strategy for a globally recognised institution . Whether you want a career that could take you to the top or an exciting new direction, we offer opportunities, support and rewards that will help you stand out, fulfil your potential, and ultimately make your mark on something truly exciting.
Front of House (FOH) Supervisor
The role of a Front of House Supervisor is to ensure the highest levels of client and visitor care. To consistently deliver service excellence as a role model and to drive Guest Services Ambassadors and Coordinators to provide seamless visitor experience, and all reception duties are attended to. A highly self-motivated individual who has an instinctive customer centric approach th at anticipates our HSBC colleagues & customer’s needs in line with the CX vision “enabling opportunities for everyo ne to flourish ”.
Working hours/pattern
Monday to Friday on a rotational basis, 40 hours per week. Flexibility is essential to support events and key business activity.
Key responsibilities
Customer Focus
To ensure that all visitors experience service excellence consistently, with the Guest Service Ambassadors providing a warm, courteous, and prompt welcome on arrival and throughout the client journey
To collate customer feedback on an ongoing basis via Corrigo and follow-up with customers to ensure resolution
To ensure accurate information is available for Guest Services Ambassadors to provide local area knowledge and liaise as a point of contact between clients and hosts
Liaising with PA/EA teams, clients & visitors and providing excellent customer service – encouraging the team to deliver “wow” moments when the opportunity arises
Monitoring mobile reception technology to ensure functionality and Guest Services Ambassadors are delivering service fluently and in harmony with Vgreet
Proactively deal with enquiries, requests or complaints in person, via the telephone or email, in a timely and professional manner ensuring effective problem resolution
Ensure a commitment to service excellence recognising guest service ambassadors and colleagues with service STARs
Leadership Accountability
To lead the team’s awareness of business and team activity with regular and ad-hoc communication
Strategically rota the team according to VIP events and transfer floor meetings
Provide administration support, having full working knowledge of Asure visitor management, room and desk booking system to support guests or HSBC colleagues with any queries
Ensure meeting rooms are kept to the required standards and ready for use at all times using the Corrigo FM process
Ensure that all times the Guest Services team are adhering to the highest levels of personal presentation / appearance and wearing the correct uniform
Organise excellence-audits and scorecards of the Guest Services areas to ensure reception desks/ Vgreet , guest waiting areas and client suites are always maintained to highest standards of tidiness and cleanliness
Support a…