Workplace Ambassador

JLL supports the Whole You, personally and professionally.

Workplace Ambassador
Integrated Facilities Management

MAJOR RESPONSIBILITIES
Transforming to the Workplace Team of the future
Creates Occupant Delight
Has a natural hospitality-orientated communications acumen
Embedded “Go To” trusted Workplace partner fostering all-level relationships
Understands business traits/ cadence/ needs
Deep Workplace & Surrounding area knowledge
Shares observations regarding any misalignment to nudge behaviours (incl. data from Workplace Delivery team)
Single Point of Contact for issues resolution & workplace change within space
Problem solves & Resets space on the fly
Acts as basic “counsel” regarding space needs/options as per Workplace Standards
Introduce technology and digital platforms to enable Workplace Experience team to be mobile and present on the occupant floors
Develop an active and visible Workplace Experience Team
Be part of a highly proactive, responsive, dynamic and agile team
Establish direct relationship with the client business units and their neighbourhood community, understand their issues, display confidence and satisfy needs and requirements of all requests
Responsible for managing Repair & Maintenance services, materials, equipment’s and fixtures
Monitor service providers performance to ensure contractual obligations are met and exceeded
Liaise between dining team & facilities for event setup logistics
Liaise between vendors and users for scheduling work date for managing client's expectations
Ensure scheduled / ad hoc maintenance work is completed with quality
Engage floor user by conducting data analysis
Escalate facilities issues to management team when necessary
Consolidate feedback to management team regularly for ongoing improvement implementation
Participate in ad-hoc projects when required

I am a Community Ambassador
I own my floor/s and take personal responsibility for everyone and everything on my floor/s
If the water in the water dispenser is low, I top it up I don’t need to call dining team, I am empowered, I am trained to do some F&B tasks. I am the doer of everything on the floor. If there are coffee marks on pantry table, I clean it by myself immediately and do not need to wait for cleaning lady. I am the doer of everything on the floor
I know each person by name, what they do and what community they belong too. If a new person commences I greet them and help them settle into their new working environment
If something needs repairing, I arrange it with my colleagues in facilities and I ensure it is repaired correctly. If the washrooms need attending, I know about it immediately and get things sorted out
I am mobile, I do not have a work station, I don’t need one as I am always on the floor with my community. I have a tablet to communicate with and log tickets when required
You will mostly find me in the community lounge helping with services with the tea lady, mingling with community members and also ensuring everything is available, cups / glasses etc. are ready for use, and generally everything is clean and tidy
I report to the Workplace Experience Location Lead who ensures I have all the backup I need
I work with Amenities team when there are event host on my floor to ensure the venue is clean and tidy before/after event
By observing behaviour of my community, I share my ideas to facilities and other supporting teams in order to improve the working environment

Client/Stakeholder Management (in support of the Workplace Lead)
Pro-actively develop and manage Client relationships ensuring that expected service levels are achieved
Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators
Deliver an exceptional quality of service to the Client, as reflected by Client feedback
Actively recover feedback from the end user

Leadership / Staff Management
Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success
Proactively manage the team to deliver Delight
Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members and on-site Vendors

Operations Management
Must be customer focused and be proactive in establishing customer relationships
Responsible and accountable for all service request
Ensure service deliverables are met with SLA and KPI
Work with all related parties on timely delivery of all services
Be responsible for all clients within designated area
Problem solves & Resets space on the fly
When necessary raise risks to Workplace Location Lead for further investigation
Embedded “Go To” trusted Workplace partner fostering all-level relationships
To undertake continuous floor inspections ensure cleanliness and maintenance is correct
Establish direct relationship with the client business units and their neighbourhood community, understand their issues, display conf