Guest Services Manager

Position Overview

We are currently seeking a Guest Services Manager to join our Experience Management (JLL) team. The Guest Services Manager is responsible for providing outstanding guest experiences in a customer service setting by courteously greeting all tenants and visitors, serving as a guest services resource, and acting as an exemplary leader for the Guest Services Representative (GSR) team while managing administrative and supervisory responsibilities.

Key Responsibilities

• Courteously greet all tenants and visitors to the reception desk
• Sign in all authorized visitors according to policies, rules, and regulations established by building management and/or tenants, ensuring all guests have been authorized to enter
• Contact tenants in a courteous and professional manner when a guest is not pre-registered
• Provide excellent service to all guests arriving at the building
• Answer and respond to tenant phone calls and emails for assistance throughout the day
• Provide guidance and information as requested from tenants and visitors to the building
• Ensure familiarity with building management and security protocols, directing any issues to the appropriately designated management
• Develop and maintain professional relationships with key employee and tenant contacts at the property
• Proactively investigate all events occurring or hosted by the property
• Maintain service alert awareness and report any security issues to the designated security and/or management parties
• Ensure work and reception areas are neat and orderly with all personal items stowed away (eating and drinking not allowed at work areas)
• Act as an exemplary employee in all situations
• Demonstrate knowledge of and adherence to policies/procedures and building SOPs, leading GSRs accordingly

Management & Leadership

• Aid HR in recruiting and onboarding efforts for GSRs
• Train new permanent and temporary GSRs and Assistant Managers
• Actively observe team performance while working alongside them
• Coach team members in real-time to correct performance issues
• Provide ongoing coaching and development for GSRs and Assistant Managers
• Relay coaching and other team concerns to Account Manager within 24 hours (sooner if urgent)
• Create and maintain GSR staffing levels and schedules
• Compose and administer annual reviews for GSRs and Assistant Managers
• Create and maintain GSR staffing levels and schedules
• Compose performance counseling paperwork in a thorough and concise manner and submit to Account Manager or Human Resources for approval
• Administer performance counseling with a witness present
• Learn additional managerial tasks as appropriate
• Refrain from participating in negative team influences or gossip
• Encourage a positive and professional team environment
• Participate in meetings regarding building operations as requested
• Share GSR-related information with Account Manager in a timely manner
• Complete requested building reports by specified deadlines
• Perform additional duties as assigned

Qualifications

• Education & Experience:
• Bachelor's degree or equivalent work experience
• Minimum 2-4 years of experience in luxury hospitality, high-end retail, fine dining, or related field
• Minimum 2+ years of supervisory experience
• Skills & Competencies:
• Professional demeanor and appearance
• Desire and ability to lead by example
• Outstanding people skills
• Ability to be flexible and adaptable
• Strong organizational skills and ability to multi-task
• Excellent oral and written communication skills
• Ability to meet deadlines
• Ability to think quickly and efficiently when confronted with client requests
• Self-starter, motivated, takes initiative, and anticipates needs of others
• Computer literacy, specifically MS Office applications and Internet
• Treats all team members with respect and dignity
• Desire to contribute to a diverse, supportive, and talented team