Guest Service Agent

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.
The Guest Service Agent is responsible for delivering exceptional client experiences every day through enhanced engagement, proactive communication, and high touch service within a select portfolio of properties. The Guest Service Agent will be expected to increase the level of engagement and partnership between JLL, service partners and our clients to provide superior service delivery while enhancing their individual personal and professional skills. This role is responsible for the implementation of the experience program at the client site. This client facing role provides the opportunity to combine your passion for service, brilliant people skills and enthusiasm for creating a hospitality focused workplace environment.
Job Responsibilities

• Assist with building access badges
• Building/Campus/Area information center
• Serve as the initial point of contact for all Client employee inquiries, issues, troubleshooting, 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. Workplace services include but are not limited to mailroom, janitorial, parking, badging, conference rooms, luggage storage and lost & found.
• Respond and follow through to requests for information and communicate with all levels of management with minimal supervision.
• Organizes and maintains lobby / front desk areas
• Works collaboratively within the facility management and transportation team
• Anticipates and responds to Client's needs and concerns
• Identify potential risks and escalate, to ensure no incident or disruption to the Client's operations
• Strive to continually improve experience service performance
• Achieve and exceed goals including performance goals, team goals and Clients' goals and objectives
• Additional job duties, as requested

Ensuring Exceptional Service

• Works collaboratively within the account team in the delivery of Experience Services across all business lines (Facility Management, Engineering, Conference Services, Projects, etc.)
• Assists with third party vendor relationships and service partners to provide maximum service delivery
• Intuitive service delivery, anticipating needs or concerns exceeding Client expectations
• Builds meaningful lasting relationships with Client employees and guests
• Visibly engaged and well known in the workplace; spending time every day welcoming employees in the lobbies, with particular focus on meaningful eye contact and gestures
• Receives and responds to all requests or issues in a timely manner, including a personal follow up to Client employees to ensure questions / requests are answered
• Identify potential risks and escalate, as appropriate, to ensure no security incident or disruption to 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 provide service delivery efficiencies
• Assistance and flexibility with Client events as needed to ensure flawless delivery
• Provide administrative and operational excellence for soft services
• Perform additional job duties, as requested

Qualifications

• High school diploma or general education degree (GED) preferred
• 1-3 years prior relevant experience in hospitality, facility / property management, operations and/or knowledge of commercial real estate, preferred.
• Exceptional customer service skills and professionalism 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.
• Ability to work with diverse teams - lead and/or follow; respectful, cooperative, accountable.
• Track record of initiative, integrity and good judgment.
• Excellent verbal and written communication skills with the ability to communicate professionally.
• Excellent organizational skills and process management.
• Ability to adapt to new devices, technology, and applications.
• Proficient skills in Google Suite.

Location:
On-site -Chicago, IL
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

JLL 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 are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep 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.
For additional details please see our career site pages for each country.
For candidates in the United States, please see a fully copy of our Equal Employment Opportunity and Affirmative Action policy here.
This position may require you to be fully vaccinated against COVID-19. If required, you'll be asked to provide proof that you're fully vaccinated upon your start date. You're considered fully vaccinated two weeks after you receive the second dose of a two-dose vaccine series (e.g., Pfizer or Moderna) or two weeks after a single-dose vaccine (e.g., Johnson & Johnson/Janssen). Failure to provide proof of vaccination may result in termination.
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 contact us at Accommodation Requests. 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.
Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.
Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.
Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.
Accepting applications on an ongoing basis until candidate identified.