Description
Job description / Role
Job Type
Full Time
Job Location
Dubai, UAE
Nationality
Any Nationality
Salary
Not Specified
Gender
Not Specified
Arabic Fluency
Not Specified
Job Function
Customer Service
Company Industry
Property & Real Estate
About JLL
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.
Role overview
Community Hosts are a high-touch workplace experience team providing proactive service to foster staff engagement and improve employee productivity and experience. Community Hosts are the heart of our workplace; they are experience curators, creating moments of delight and care through memorable, anticipatory and personalized human interactions. They play a pivotal part in delivering on the promise of twice the experience for staff working under flexi working agreements across several hybrid locations (office, home and near home spaces).
Community Hosts are the workplace experience ambassadors, responsible for initiatives and programs to curate an engaging workplace and employee experience. They are focused on community and collaboration with a key focus on fostering business and employee engagement and wellbeing. Community Hosts make the office the great place to get work done, collaborate and innovate with colleagues. They take ownership of the workplace by making sure they have happy customers and visitors in their community.
Community Hosts must be passionate about customer service and willing to go ‘the extra mile’ to assist staff and visitors. They are brand ambassadors for JLL and our client; they need to be confident in engaging with new customers and build relationships with existing ones, providing real-time and anecdotal insights and business feedback to improve and make the portfolio more efficient and space more effective.
The key focus for this role will be to create a single and visual point of contact for employees and customers and to act as the primary interface between the internal operations and customers.
Duties and responsibilities / deliverables:
Proactive premises inspections and floor walks (including internal meeting rooms, pantry, social areas); all areas shall be clean, orderly, and ready to use throughout the day
Proactively raise work orders and provide frequent status updates to respective users. This includes raising any cleanliness issues (i.e. replenishment of hand sanitizer, desk wipes)
The main point of contact for general enquiries, escalations, and feedback, responsible for status updates to end-user and ensuring prompt, effective resolution where necessary and expectations are consistently exceeded
Regularly monitor customer feedback and produce an appropriate action plan based on the results
Own your operational space to ensure a fantastic service journey for customers within your location
Ensure all signages and messages are current and relevant, including placing outage notices and any other business communications
Ensure wayfinding and zoning maps are up to date and support collection of internal occupancy data
Support and promote activity based working (ABW) / flexible working network (FWN). Proactively communicate FWN / ABW etiquette and protocols and nudge respective behaviors. Report, feedback and manage behavioral trends
Locker management support – including issuing lockers for new joiners or staff relocations; reclaiming lockers; review of ongoing utilization; and support reactive checks / clearance with a security officer or floor administrator
Ensure all desks are ready and available for colleagues each morning; proactively support and promote clean and clear desk practices and enable desk sweeps where appropriate. Support lost and found activities
Operationally support change management activities throughout the workplace and project lifecycle, including post move support meetings, post move communications, signages, locker and storage management, floor orientations
Ensure that all agreed service objectives are met in line with client expectations
Host regular business engagement sessions to fully understand business needs and work profiles to support the successful adoption of hybrid working and share insights of how their teams are using the space
Maintain an effective business relationship with the client and end users by understanding their needs and transferring these into the location where possible. Be the face of the workplace / property team
Promote regular staff engagement (including meet and greet activities). Provide end-user support based on their needs to provide a personalized level of service. High level of visibility to staff
Stay current on relevant end user services (EUS) technology in the workplace and attend trainings to be able to effectively assist end-users with any queries. Assist with audio visual (AV), video conferencing (VC) and other technology inquiries. Host end-user training when necessary
Host and promote employee engagement events; including lunch and learns, wellness activities, hobby clubs, etc.
Ensure pulse survey insights and continuous voice of customer (VOC) feedback is received, actioned and communicated
Activate, promote wellbeing, fitness and recreation agenda in alignment with regional agenda and initiatives (assist with booking and inquiries)
Assist with internal communications including cascading relevant information, promoting success stories, managing local pages on intranet, ensuring distribution lists are kept up to date, supporting townhalls
Support employees wherever they are – e.g. host virtual engagement events, assist and cascade home working related inquiries, checking in on home workers, communicating key information, activities and announcements
Welcome new joiners and provide in person or virtual orientation tours, supporting documentation and media
Ensure full statutory and operational compliance is achieved in line with contract KPIs
Be aware of changing needs of customers and adjust the service accordingly in line with global standards
Ensure compliance with health and safety (H&S) processes and procedures, including internal and external audits
Provide an excellent standard of client service
Provide written reports and quality data as required
Any other reasonable requests
Location
On-site – Dubai, ARE
Additional information
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!
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.
Privacy notice
Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally, the personal information we collect from you is for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with an appropriate level of security and keep it for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.
For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.
Equal opportunity employer statement
Jones Lang LaSalle (“JLL”) is an equal opportunity employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.
About the Company
In the Middle East and North Africa, Jones Lang LaSalle is a leading player in its real estate markets including the hospitality sector. The firm has worked in over 22 Middle Eastern and North African countries and over the last year has advised clients on more than $120 billion worth of real estate, hotel and hospitality development.
We continually create value for our clients and partners by challenging conventional thinking and employing innovative investment solutions. The rapid pace of change in the region creates significant opportunities, challenges and complex decisions for investors.
Jones Lang LaSalle is recognized as having leading real estate and hospitality expertise with a leadership team that has held senior positions with some of the largest real estate developers, hospitality companies and corporate groups in the Middle East and internationally.
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