Facilities Ambassador

JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients.

We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work.

Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

Works as a Liaison and Ensures Customer Service at The Facility (Soft Skills)

• Serve as the initial point of contact for all Client employee inquiries, issues, troubleshooting, complements and feedback related to the services within the workplace, with the primary goal of positively impacting the care and comfort of Client employees and guests.
• Ensure Facility Ambassador are executed in a manner consistent with the SLA’s, standard processes, professional brand image and compliant with applicable local laws, rules and regulations.
• Conduct routine walkthroughs and assessments of the soft service delivery to ensure compliance with service level agreements, policies and regulations, and performance metrics to ensure flawless execution and stable service delivery for the Client.
• Support data collection, analysis and reporting to ensure alignment with the Clients’ goals and objectives.
• Strives to improve service performance.
• Achieves and exceeds goals including performance goals and team goals.
• Works collaboratively within the account team in the delivery of the services across all business lines (FM, Engineering, Transactions, Projects, etc.)
• Intuitive service delivery, anticipating needs or concerns and exceeding client expectations.
• Builds meaningful lasting relationships with Client employees and guests, carrying a hospitality calling card.
• Visibly engaged and well known in the workplace; spends a minimum of two hours per day welcoming employees in the reception or employee entrances and walking floors to ensure Workspaces (offices, desk, conference rooms, mailroom, pantries, etc.

are stocked and maintained.

• Receives and responds to all requests or issues within one day of receipt, including a personal follow up to Client employees to ensure questions / requests are answered.
• Identify potential risks and escalate, as appropriate, to ensure no privacy breech, security incident or disruption to the Client’s operations occur.
• Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting and participating in the development of best practices, new tools, process re-engineering and other ideas that provider service delivery efficiencies.

Specific Job Responsibilities

• Oversee work orders for the site and be a liaison to the FM.
• Manage day to day issues and potential complaints at the facility.
• Receive notices and announcements from the Landlord and distribute them to the appropriate occupants or managers.
• Inspects conference rooms for cleanliness, reserves conference rooms, and coordinate special setups.
• Coordinate catering or food service for special events at the facility.
• Ensure smooth, safe and continuous operations in the workplace.
• Walk floors & shared spaces to ensuring that they are clean, stocked, maintained & appropriately utilized.
• Serve as the primary point of contact with employees.
• Partner with JLL Service Providers, Site Security, 3rd party vendors and the landlord as needed.
• Assist & advise employees on the best use of the workplace and equipment. (AV, Wi-Fi, focus rooms etc.)
• Perform additional job duties, as required.

Qualifications

• Bachelor’s degree or equivalent.
• 3 5 years’ prior experience in hospitality, facility / property management, operations and / or knowledge of commercial real estate, preferred.
• Exceptional customer service skills with a passion for hospitality.
• Ability to manage multiple priorities and deliver results in a fast-paced environment.
• Highly collaborative with strong interpersonal skills and track record of excellent internal and external customer service.
• Ability to work independently strong prioritization and time management skills.
• Excellent verbal and written communication skills with the ability to communicate professionally.
• Proficient skills in Microsoft Office Suite.

Location :

On-site Cambridge, MA

Job Tags : Hiring

Hiring

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

Personalized benefits that support personal well-being and growth :

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.

Some of these benefits may include :

401(k) plan with matching company contributions

Comprehensive Medical, Dental & Vision Care

Paid parental leave at 100% of salary

Paid Time Off and Company Holidays

Flexible and Remote Work Arrangements may be available

Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services.

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We will then delete it safely and securely.