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Our people at JLL and JLL Technologies 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.
Position Overview
This is primarily a hosting role requiring standing, walking, and welcoming visitors throughout the day (minimum 1-hour intervals). The position is based in lobby areas, reception spaces across the building, and meeting room floors, where mobility throughout each floor is essential to ensure all meeting rooms are properly attended to and visitors are escorted to their destinations.
What your day-to-day responsibilities will include:
Demonstrating adaptability to work within a hybrid approach throughout the guest services operation, including main building reception, internal reception spaces, and guest services hub;
Communicating effectively with colleagues and the management team, displaying accuracy and attention to detail in both verbal and written communication;
Maintaining strong awareness of business activity and communicating all updates with team members;
Reporting to the Guest Services Team Leader/Supervisor any new, ongoing, or potential issues and complaints to ensure appropriate resolution;
Liaising with other departments, including security, facilities, and hospitality services;
Ensuring security and health and safety procedures are followed at all times;
Delivering service excellence consistently to all visitors, providing a warm, courteous, and prompt welcome upon arrival and throughout the client journey;
Managing the main reception area with energy, creating lasting positive impressions;
Providing information services for the local area and serving as a point of contact between clients and hosts, enhancing service with a concierge approach;
Maintaining fluency with both internal and external VIPs to consistently recognize and deliver service excellence;
Coordinating with PA/EA teams, clients, and visitors while providing excellent customer service and creating exceptional moments when opportunities arise;
Ensuring visitor and client spaces remain immaculate at all times, taking ownership of the environment and reporting issues appropriately;
Proactively handling enquiries and requests in person, via telephone, or email in a timely and professional manner;
Using empowerment for problem resolution while enhancing visitor and client experience.
Desired or preferred experience and technical skills:
Minimum 1 year of experience in a Front of House role within a corporate environment, 5-star hotel, members club, or flagship airline;
Self-motivated individual committed to service excellence;
Operational knowledge of all reception services and standard operating procedures, along with in-house meeting reservation procedures and other internal/external communication methods;
Ability to demonstrate empathy, excellent customer service, and practical skills.
Required Skills and Experience:
Expertise in guest/client service with confidence in striving for excellence;
Operational knowledge of all reception services and standard operating procedures;
Excellent organizational skills and strong attention to detail;
Computer literacy including MS Office proficiency;
Ability to use personal initiative and take ownership;
Professional telephone etiquette and high communication standards;
Excellent positive "can do" attitude with strong team collaboration and support capabilities;Ability to work effectively in busy, high-pressure environments while providing discreet and personalized service;
Fluent knowledge of English and Italian languages.
Panoramica della posizione
Si tratta principalmente di un ruolo di accoglienza che richiede di stare in piedi, camminare e accogliere visitatori durante la giornata (intervalli minimi di 1 ora). La posizione è basata nelle aree della hall, spazi di reception nell'edificio e piani delle sale riunioni, dove la mobilità in tutto il piano è essenziale per garantire che tutte le sale riunioni siano adeguatamente seguite e che i visitatori siano accompagnati alle loro destinazioni.
Le responsabilità quotidiane includeranno:
Dimostrare adattabilità nel lavorare con un approccio ibrido in tutta l'operazione dei servizi per gli ospiti, inclusa la reception principale dell'edificio, spazi di reception interni e hub dei servizi per gli ospiti;
Comunicare efficacemente con colleghi e team di gestione, mostrando precisione e attenzione ai dettagli nella comunicazione sia verbale che scritta;
Mantenere forte consapevolezza dell'attività aziendale e comunicare tutti gli aggiornamenti con i membri del team;
Riferire al Team Leader/Supervisore dei Servizi per gli Ospiti qualsiasi problema nuovo, in corso o potenziale e reclami per garantire risoluzione appropriata;
Coordinarsi con altri dipartimenti, inclusi sicurezza, facility e servizi di ospitalità;
Garantire che le procedure di sicurezza e salute e sicurezza siano seguite in ogni momento;
Fornire eccellenza del servizio in modo coerente a tutti i visitatori, offrendo un benvenuto caloroso, cortese e tempestivo all'arrivo e durante tutto il percorso del cliente;
Gestire l'area di reception principale con energia, creando impressioni positive durature;
Fornire servizi informativi per l'area locale e servire come punto di contatto tra clienti e host, migliorando il servizio con un approccio di concierge;
Mantenere fluidità con VIP sia interni che esterni per riconoscere costantemente e fornire eccellenza del servizio;
Coordinarsi con team PA/EA, clienti e visitatori fornendo eccellente servizio clienti e creando momenti eccezionali quando si presentano opportunità;
Garantire che gli spazi per visitatori e clienti rimangano impeccabili in ogni momento, assumendosi la responsabilità dell'ambiente e segnalando i problemi appropriatamente;
Gestire proattivamente richieste e domande di persona, via telefono o email in modo tempestivo e professionale;
Utilizzare l'empowerment per la risoluzione dei problemi migliorando l'esperienza di visitatori e clienti.
Esperienza desiderata o preferita e competenze tecniche:
Minimo 1 anno di esperienza in un ruolo Front of House in ambiente corporate, hotel 5 stelle, club esclusivo o compagnia aerea di punta;
Persona auto-motivata impegnata nell'eccellenza del servizio;
Conoscenza operativa di tutti i servizi di reception e procedure operative standard, insieme alle procedure di prenotazione riunioni interne e altri metodi di comunicazione interni/esterni;
Capacità di dimostrare empatia, eccellente servizio clienti e competenze pratiche.
Competenze ed esperienza richieste:
Expertise nel servizio ospiti/clienti con fiducia nel perseguire l'eccellenza;
Conoscenza operativa di tutti i servizi di reception e procedure operative standard;
Eccellenti capacità organizzative e forte attenzione ai dettagli;
Alfabetizzazione informatica inclusa competenza in MS Office;
Capacità di usare iniziativa personale e assumere responsabilità;
Etichetta telefonica professionale e standard di comunicazione elevati;
Eccellente atteggiamento positivo "posso farlo" con forti capacità di collaborazione e supporto del team;
Capacità di lavorare efficacemente in ambienti occupati e ad alta pressione fornendo servizio discreto e personalizzato.
Conoscenza fluente delle lingue inglese e italiana.
Location:
On-site –Milano, ITA
If 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!
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