We always:
- Choose to be happy and care about the happiness of others.
- Are open and true to ourselves and others.
- Are accountable and care about facing challenges and owning them.
- Care about being engaged with heart and mind.
- Provide an exceptional hospitality experience at every touch point.
- Passionate about performance and solutions.
- Praise and acknowledge success.
- Care about our environment and our future.
Community engagement:
You will base yourself within the business and be recognised as the go-to person for any work-related assistance and enrolment in workspace experience events. The role is defined by working to the following key principals:
- Deliver an exceptional experience to our colleagues to enable them to flourish. Create a welcoming, first-class atmosphere for colleagues and their visitors.
- Take ownership of all services within the hybrid workspace. Proactive attitude and delivery to enhance the service offering. Ensure that the space is maintained to a high standard and have minimal complaints.
- Build relationships and encourage interaction between colleagues. Drive and develop the community by organising engaging, popular events and map the participation.
- Understand the needs of the business and what drives the businesses you support.
- Create a culture of Community Well Being, supporting and guiding colleagues through the challenges & opportunities of the new workspace environment.
- Support and collaborate with other Experience Coordinators to deliver the shared vision.
What your day-to-day will look like:
- Orientation of new hires so that they are valued and welcome, including arranging access and providing welcome packs and a site tour.
- Spatial awareness: collect and analyse workspace data to improve the workspace experience.
- Engage with colleagues to understand workstyle behaviour's and make recommendations on how to improve the overall employee experience based on their feedback.
- Document your stakeholder plan and report on engagement activities, success stories and community meetings
- Be abreast of current MyDay initiatives and support /promote as required.
- Weekly updates to Workspace Experience Lead in regard to the workspace experience; event calendar, workspace data and change management
- First point of contact for all Client Events including, creating, managing, and reconciling briefs and details for events
- Arrange pre-events meetings with the client to discuss their specific needs
- Manages all event space diaries through the booking system and oversee all furniture set-ups for events spaces
- To ensure a smooth running of events from start to finish for all events taking place throughout the building
- To ensure appropriate levels of communication are maintained with all service providers across the site. This includes weekly event team meetings to ensure seamless communication is consistent.
Content and events
- Building a conscious community through a local event calendar (align to the regional calendar).
- Synergise event initiatives and messaging on shared goals with ERGs, HR, and contractors.
- Drive collaboration and partnerships across a range of different industries through the community calendar E.g., craft-making workshops with a distributor, yoga sessions with an influential instructor etc.
- Immerse yourself within the work profile of each business to communicate and promote events and offerings to enhance the community engagement.
- Gatekeeper of the digital signage and communication displays.
- Contribute to monthly newsletter to connect with users and to promote community activities.
- Work alongside the Catering and Events team to brainstorm, plan and organise events, relating to the community's interests.
- Develop an engaging content plan, including blog pieces, articles, social media posts, newsletters, and videos and ensure events are consistently promoted in a timely manner.
- Work with the communications team to create event collateral and promotion materials for events in a timely manner.
- Engage with the online community and respond to comments and requests.
- Take ownership of resolving issues and providing a personal follow-up as necessary
- Responsible for maintaining up to date Customer journeys and to map service standards.
Technology
- Work with BI&T team to introduce and innovative technical solutions to increase Customer Experience, to increase engagement with events and to demonstrate efficiency through these tech solutions.
What we expect from all our colleagues on account:
- Our goal is to provide enhanced workplace experiences that will be long remembered by our clients. In this role you will be a part of delivering a best-in-class experience for our client's personnel, customers, and guests in a connected workspace which promotes a culture of inclusion and safety. With a focus on creating an environment that enhances productivity, collaboration, and well-being, you'll have the opportunity to create exceptional workplace experiences and drive employee satisfaction and engagement to create opportunities for everyone to flourish.
- Our colleagues prioritize the health and safety of people and buildings. This includes following established safety protocols, reporting hazards/ incidents, maintaining cleanliness, encouraging safe practices, and staying informed about health and safety measures. By actively adhering to these expectations and following One Team S.A.F.E.R together vision, we can create a secure and healthy working environment for everyone involved.
Report at least two good catches per year, attend the SAFER together workshop and complete all safety trainings within the due date.
- You are responsible for leveraging your expertise to find actionable insights from our data and translate it into action, clearly communicating the what, so what and now what. By embracing curiosity to explore data, courage to act on insights and collaboration to communicate the change we will ensure we meet JLL and HSBC's strategic desire for data-driven decisions.
- You will be part of delivering best-in-class sustainability solutions for our client, promoting resource efficiency, energy conservation, and environmental stewardship. With a focus on creating a culture of environmental responsibility, you'll have the opportunity to support innovative sustainability initiatives and drive continuous improvement across our operations and contribute to our client's sustainability goals. Your efforts will play a vital role in creating a more sustainable built environment and fostering a healthier planet for generations to come.
Client Relationships
- To build a highly trusted relationship with Client staff and their clients ensuring that we are proactively engaging, listening and promptly acting appropriately and constantly collaborating
- To work in together with our service partners, promoting a one team approach at all times ensuring a seamless service is provided by sharing innovative ideas and providing feedback.
- To lead show rounds promoting the use of all meeting room and event space ensuring you are flexible and adaptable to accommodate the requests of a host where possible.
- To consistently review and improve the events policies and procedures to ensure it is in line with business needs and is designed to deliver service excellence at all times.
- To effectively manage and resolve any complaints ensuring an action plan is implemented for future reference.
- To collate and action any feedback following an event including regular audits and event inspections.
- Analyse reports and data to provide detailed monthly statistics identifying areas of improvement and creating an action plan to address these.
Operational Skills And Knowledge
- To be fluent in the operational functions of business events, understanding event opportunities and boundaries.
- Ensure all on site operational manuals are up to date and relevant with all the information referred to in the point above.
- To work with the Colleague Experience Manager and Clients to ensure our contracted services are consistently market leading, looking for opportunities to be able to sell and present these to clients.
Required Skills and Experience:
- 3-5 years of relevant experience in customer service, events, sales, or related industries.
- Experience in an event coordination within hospitality, corporate and / or facilities environment.
- Experience of data analysis, interpreting and presenting data in a business environment including proposals.
- Prior experience in co-working, corporate real estate or start-up experience would be an advantage.
- Proficient computer skills such as MS office and email etiquette.
- Flexible to work in shifts or occasionally out of hours when requested.
- Excellent communication skills (both verbal and written).
- Good negotiation skills, coordination, and networking capability.
- A great sense of teamwork, accountability, mindfulness, and the willingness to go the extra mile for the users and your team.
- The ideal candidate will thrive in a quick moving, ever-changing environment, have an extraordinary attention to detail, while still working under tight deadlines. They need to be collaborative, supportive, and skilled in handling multiple, complex, concurrent events.
- Understand how to interpret and use feedback to increase service levels and enhance key touch points. Be competent in translating feedback data.
- Be knowledgeable about current and future technology resources that are available in the industry to offer an enhanced hybrid service.
- Be able to handle pressure, think quickly and calmly.
- Have an energetic, cheerful, and outgoing personality.
