Guest Services Specialist

Company: Jones Lang LaSalle Incorporated
Location: Mountain View
Posted on: January 27, 2023

Job Description:

How we support the Whole You:Our benefits are a good reason to come to JLL.We are committed to hiring the best, most talented people in our industry, and then empowering them with the resources and support to enhance their health, financial and personal well-being. Our underlying benefits philosophy is this: be fair to our people and provide opportunities for those who take advantage of our programs and resources to increase their personal and financial security.Benefits to eligible employees, include:401(k) plan with matching company contributionsMedical, Dental & Vision Care6 weeks of paid parental leave at 100% of salaryPaid Time Off and Company HolidaysFlexible Work Arrangements may be availableExecutive BenefitsOBJECTIVEWorking with the MTV Workplace Experience team to create the best workplace in the world, Guest Services Specialist is the front-facing customer service role at Atlassian.This role assists with managing the workplace and supports the Workplace Experience (WE) team including concierge services and duties related to in-office gatherings.You are the first person who welcomes and greets our employees (including executives), vendors, partners and visitors.You play a fundamental role in creating and delivering outstanding Atlassian experiences and ensuring that all Atlassians and visitors receive the highest level of customer service.Guest Services Specialist will report directly to JLL Concierge Manager and will interact/partner with the Atlassian security contingent workforce (Security Officers).Guest Services Specialist seeks out information, builds knowledge of standard processes and procedures and exercises professional judgment. You will be supplying end to end customer experience while fulfilling your core operational responsibilities.DAY TO DAY DUTIES:---Contribute to creating a customer focused environment consistent with Atlassian values---Demonstrate continuous effort to improve service delivery and customer service levels---Work cooperatively and collaborate with internal (departments) and external (vendors) contacts to provide high-level customer service to staff---Plan and manage guest services operations in the MTV office following global guidelines---Maintain an understanding of all lobby specific programs (i.e. lost & found, badging etc.)---Appropriately handle queries from employees, visitors, and guestsGuest Services---Responsible for accommodating all Front of House areas ensuring they are presentable at alltimes---Provide a warm and friendly welcome to all customers and visitors to the buildings, activelyengage with each individual---Provide assistance and direction according to the customer request, help navigating throughlocal amenities and services---Adhere to building WHS policies and procedures including emergency procedures---Triage of workplace experience tickets---Manage shipping and receiving---Manage security/access cards---Effectively utilize the visitor management system to ensure a smooth check-in and check-outprocess---Alert to unusual/suspicious activity and escalate or support appropriately---Manage the end to end Kudos program---Assist Workplace Experience Team with special projects as assigned efficiently---Provide general administrative and clerical support: create and maintain playbooks, trackers,progress pages, etc---Attends regular team training and complete professional development courses---Understand internal tools to support daily operations---Understand financials and budget tracking---Understand and complete all required duties in the requested time frame---Provide guidance during daily operations and emergenciesFacilities---Support facilities with managing vendors onsite---Liaise with building management on basic facilities tasks/tickets i.e. elevator issues, lightingproblems, key replacements, etc---Update and maintain accurate records and official documentation in Google Drive andConfluence---Responsible for supporting emergency response procedures---Aware of the security systems utilized in companywide lobbies and offices---Ensure building specific access processes and policies are enforcedEvents---Support Event Team in the planning and delivery of internal events and celebrations e.g.o Monthly celebrations, TGIF o Monthly socialo Monthly Luncheso User groups logisticso Party in a boxo Ad hoc Atlassian requestso Event recordingso Events commso Events ad-hoc supporto Organizing Team Building activities for Atlassians---Responsible for support and execution of events and tours on campus as neededCommunications---Communicate with Atlassian and JLL teams frequently and effectively: respond promptly, provideupdate on time, send reminders to the team---Confident in communicating with all levels of management within the business (C-Suiteexecutives, internal and Client comms)---Send emails alerting Atlassians of site facilities and event activities---Create and maintain blogs, playbooks, newsletters---Monitor and update site-specific and global chat roomsFinance---Support team's spend activity and contribute to achieving finance goals---Manage receipts, invoices, and other records for accurate bookkeeping---Prepare and submit expense reports---Actively participate in site budget process---Actively seek and document cost savings opportunitiesKey Result Areas---Provide superior client service (85% weighting)---Contribute to the growth of the company (10% weighting)---Enhance own professional and personal skills (5% weighting)REQUIRED SKILLS & EXPERIENCE---2+ years in a customer service-oriented position in a corporate environment---Exceptional written and verbal communication and interpersonal skills---Highly organized and detail-oriented professional who is able to work within a team or independently---Sound computer skills (GSuite, Canva) including willingness to learn Atlassian software products and tools---Ability to multitask in a fast-paced environment while maintaining a positive outlook and proactive approach---Customer service-driven approach---Team player, flexible, helpful and professional---Build rapport and cooperative relationships with customers and visitors---Contribute to maintaining a safe and healthy workplace---Experience with ticket management systems and security systems is a plusLocation:On-site -Mountain View, CAIf 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!About JLL -We're JLL-a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That's why we're committed to our purpose to shape the future of real estate for a better world. We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities.Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honored to be recognized with awards for our success by organizations both globally and locally.Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.JLL Privacy NoticeJones 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 employees 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.California Residents onlyIf you are a California resident as defined in the California Consumer Privacy Act (CCPA) please view ourSupplemental Privacy Statement which describes your rights and disclosures about your personal information. If you are viewing this on a mobile device you may want to view the CCPA version on a larger device.Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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