Based: London N1
Client Site: Rolls-Royce
Hours: 40hrs Monday - Friday
Working as part of the JLL team, this is an exceptional opportunity for the successful candidate to be based at our clients Rolls-Royce Headquarters.
Main Duties
* Driving 5-star customer service excellence through training and day-to-day line management at Kings Place, London.
* Delivering an exceptional customer experience for all internal and external customers visiting the corporate facilities ensuring that all activity delivered is of the highest standard.
* Management of the meeting room set-up.
* Providing support and day-to-day management of the team (i.e., annual leave requests, absence reporting, weekly key updates, 1-2-1s, etc.).
* Supporting the Service Level Agreement by ensuring that all site activities are carried out effectively.
* Building and maintaining relationships with local site clients and acting as escalation point for any Front of House/ Events issues.
* Ensuring customer requests are dealt with efficiently and effectively.
* Assisting in liaising with multiple service lines (cleaning, maintenance, catering) to ensure delivery of quality of service.
* Assisting JLL Facilities and other service line managers with contractor activities and projects.
* Working to contractual KPIs and SLAs.
* Ensuring all receptions, events, and meeting spaces are set to a defined standard with monthly auditing.
* Developing and working to a standard set of operating procedures and processes.
* Leading and supporting Emergency Evacuation procedures.
* Raising work and escalating requests through the appropriate systems.
Engagement, Culture & Communication
* Accountable for creating reports and MI (Management Information) for contract.
* Accountable for the quality of communication and quality of reports being submitted to client, team, and business.
* Responsible for driving company culture within their team.
* Responsible for engaging with the wider business (e.g., attends managers forum meetings).
* Responsible for proactively looking for networking opportunities and getting involved where possible.
* Responsible for ensuring the client is fully informed of all relevant information.
Client Relationships
* Articulating and pre-empting the needs of clients and visitors.
* Ensuring all guests receive an excellent welcome and consistently delivering great service.
* Managing Visits Diary.
* Demonstrating a can-do attitude towards individual customer requests and striving to exceed customer expectations.
* Acquiring a good knowledge of all on-site services to advise individual customers in line with their needs.
* Communicating in a clear, polite, and friendly way to all customers/staff in all departments (reception, cleaning, and maintenance).
* Liaising with service providers to ensure delivery of a quality service, on time, to specification.
* Collaborating with external vendors and partners to enhance the tenant experience through events and initiatives.
* Developing effective relationships with external customers.
* Ensuring customer requests are dealt with efficiently and effectively.
Finance & Commercial Awareness
* Using computer as an effective communication tool, inputting data as requested into Excel and Word documents.
* Producing monthly statistics of utilisations for events, front of house.
* Accountable for measuring, meeting, and reporting Key Performance Indicators (KPIs) with client input.
* Responsible for using KPI output/service reviews to improve service delivery.
* Responsible for implementing and maintaining the Standard Operating Procedure (SOP), seeking constant improvement.
People & Productivity
* Leading and managing the Customer Support team to deliver a first-class service within Rolls-Royce Kings Place.
* Providing support and day-to-day management of the team (i.e., annual leave requests, absence reporting, weekly key updates, 1-2-1s, etc.).
* Covers Reception if required covering holidays and sickness.
* Providing a VIP Concierge Service, including “Meet and Greet” and Reception duties.
* Portraying a friendly, professional, and courteous demeanor at all times, using open and appropriate body language.
* Ensuring you are immaculately dressed in uniform and adhere to Client and JLL grooming standards.
* Assisting in any other reasonable duties as required.
Events
* Providing operational support to internal events.
* Communicating professionally with residents of the building (including building-wide messages) and the client, providing a 5-star level of service at all times.
* Providing support with coordinating events on site and liaising with Catering/hospitality team.
* Reviewing customer feedback and tracking remedial actions through to closure.
* Proactively seeking tenant feedback and suggestions for improvement, ensuring high levels of tenant satisfaction.
* Handling any guest complaints and providing a swift solution or escalating as appropriate.
* Ensuring consistent, high-quality support is supplied to the business consistently.
Meeting Rooms Management
* Responsible for the meeting room set-up prior to the meeting requests for the following day, including manual handling.
* Processing meeting room requests for internal & client meetings.
* Ensuring all meeting, conferencing, and event spaces within our control are set to a defined standard including dividing rooms and reconfiguring furniture.
* Addressing issues, coordinating with appropriate teams to ensure quick and efficient resolution.
* Providing AVIT support for conferences and events.
* Maintaining and actively utilizing a portfolio of information to assist with client queries (e.g., transport, inter-site bus & car parking).
* Conducting building orientation sessions to familiarize new tenants with building protocols and services.
* Collaborating with external vendors and partners to enhance the tenant experience through events and initiatives.
HSSE And Wellbeing
* Working to and periodically reviewing a standard set of operating procedures.
* Supporting Emergency Evacuation procedures.
* Carrying out the building HS&E daily inspection before the building opens ensuring all actions are tracked through to closure.
* Efficiently reporting any maintenance, IT, or Health and Safety concerns to the relevant department.
* Ensuring all meeting room requests are completed in accordance with the SLA.
* Responsible for working in a safe manner at all times and in line with any SOPs and HSSE folder, checking RAMS and making sure all events run safely.
* Actively completing departmental checklists ensuring quality of service and standards pertaining to the presentation and maintenance of meeting rooms and public areas.
* Attending weekly service line meetings.
Strategy: Innovation, Change & Project Management
* Responsible for ensuring team members have objectives in place that are linked to the strategy.
* Identifying innovation opportunities within their sites.
* Assisting line manager in any wider business projects.
* Developing a culture of continuous improvement and innovation that delivers ideas and improvements.
* Responsible for analysis and proactive use of Management Information (MI).
Person Specification
* A clear understanding of Health & Safety practices, including Risk Assessment.
* Customer-oriented approach.
* Enthusiastic and conscientious.
* An understanding of Audio Visual and IT systems and the ability to explain this accurately to customers.
* Computer literate (Word, Excel, Outlook Email).
* Clear, strong, and confident communication skills.
* Team player with an enthusiastic attitude.
* Ability to work efficiently and effectively in a team as well as individually.
* A world-class customer service ethic, consistent in delivery and insisting on high standards of yourself and your colleagues.
* The ability to adapt quickly as it is a fast-paced environment.
* Excellent written and oral communication skills.
* High attention to detail.
* Flexible approach to working hours.
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