Hospitality Ambassador

Location: Morrisville, NC

What this job involves:
As a Client Service Ambassador based in Morrisville, NC, you will support JLL FM and all related functions while serving as the primary point of contact for client employee inquiries, issues, and feedback. This role focuses on positively impacting the care and comfort of client employees and guests through exceptional hospitality service, mailroom management, reception duties, and proactive workplace support. You will work collaboratively with the account team to ensure flawless execution and stable service delivery that exceeds client expectations.

What your day-to-day will look like:

• Manage client mailroom duties and shipping & receiving processes
• Work with and support concierge staff assigned to the facility
• Provide reception services as needed, including greeting and signing in visitors to the site
• Assist in setting up meetings and coordinating room reservations
• Serve as security liaison and maintain internal protocols
• Print and distribute badges for employees and visitors
• Serve as the initial point of contact for all client employee inquiries, issues, troubleshooting, complaints, and feedback related to workplace services
• Execute Ambassador responsibilities in a manner consistent with the Statement of Work (SOW), standard processes, professional brand image, and compliance with applicable laws and regulations
• Support the client's Hospitality team with all aspects of program delivery
• Conduct routine walkthroughs and assessments of service areas to ensure compliance with service level agreements, policies, regulations, and performance metrics
• Support data collection, analysis, and reporting to ensure alignment with client goals and objectives
• Strive to improve service performance and achieve/exceed performance and team goals

Ensuring Exceptional Customer Service:

• Work collaboratively within the account team to deliver services across all business lines
• Provide intuitive service delivery by anticipating needs and exceeding client expectations
• Build meaningful, lasting relationships with client employees and guests
• Maintain visible engagement and presence in the workplace, spending majority of time walking floors to ensure workspaces (offices, desks, conference rooms, mailroom, pantries, etc.) are stocked and maintained
• Receive and respond to all requests or issues within one day of receipt, including personal follow-up to ensure satisfaction
• Identify potential risks and escalate appropriately to prevent privacy breaches, security incidents, or disruptions to client operations
• Engage in continuous improvement and innovation by leveraging business intelligence and participating in the development of best practices and process improvements
• Perform additional job duties as requested by client

Required Qualifications:

• 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 excellent internal/external customer service track record
• Ability to work independently with strong prioritization and time management skills
• Excellent verbal and written communication skills with professional communication ability
• Proficient skills in Microsoft Office Suite (Excel, Word, PowerPoint, Visio, and Outlook)

Preferred Qualifications:

• Associate degree or equivalent
• 3-5 years of prior experience in hospitality, facility/property management, operations, and/or commercial real estate knowledge
• Familiarity with JLL CMS systems

Physical Requirements and Work Conditions:

• Ability to conduct regular walkthroughs and assessments throughout the facility
• Capability to work in an office environment with typical administrative activities

Location: Morrisville, NC - On-site