Guest Services Manager

**JLL empowers you to shape a brighter way**. Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward. **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. **Estimated total compensation for this position:** $30.29 per hour *The total compensation range is an estimate and not guaranteed. An employment offer is based on an applicant's education, experience, skills, abilities, geographic location, internal equity and alignment with market data* *.* Expected Schedule: Monday - Friday 7:30 am - 4 pm **Key Responsibilities** **Reception & Guest Services** - 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** - Assist 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) - 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 - Always 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** **Educa…