Community Host

Role Overview

Community Host at JLL, Dubai, United Arab Emirates. On-site position.

Company Overview

JLL is a leading global provider of real estate and investment management services. JLL empowers employees to shape a brighter way by combining world-class services, advisory and technology for clients. The organization is committed to hiring talented people and empowering them to thrive, grow meaningful careers, and find a place where they belong.

Role Purpose

Community Hosts are the heart of the workplace, providing proactive, high-touch service to foster staff engagement and improve employee productivity and experience. They are experience curators creating moments of delight and care through memorable, anticipatory and personalized human interactions. Community Hosts deliver on the promise of twice the experience for staff working under flexible working agreements across several hybrid locations—office, home and near-home spaces—and serve as the primary interface between internal operations and customers.

Key Responsibilities

Premises & Environment Management

• Conduct proactive premises inspections and floor walks, including internal meeting rooms, pantry and social areas, ensuring all areas remain clean, orderly and ready to use throughout the day.
• Ensure all desks are ready and available for colleagues each morning; proactively support and promote clean and clear desk practices and enable desk sweeps where appropriate.
• Support lost and found activities.
• Ensure all signages and messages are current and relevant, including placing outage notices and announcements.
• Ensure wayfinding and zoning maps are up to date and support collection of internal occupancy data.

Facilities & Operations Support

• Proactively raise work orders and provide frequent status updates to respective users, including raising any cleanliness issues such as replenishment of hand sanitizer and desk wipes.
• Manage locker operations, including issuing lockers for new joiners or staff relocations, reclaiming lockers, reviewing ongoing utilization and supporting reactive checks or clearance with a Security Officer or Floor Administrator.
• Operationally support change management activities throughout the workplace and project lifecycle, including post-move support meetings, post-move communications, signages, locker and storage management and floor orientations.
• Own operational space to ensure a fantastic service journey for customers within your location.
• Ensure full statutory and operational compliance is achieved in line with contract key performance indicators.
• Ensure compliance with health and safety processes and procedures, including internal and external audits.

Customer Service & Engagement

• Serve as the main point of contact for general enquiries, escalations and feedback, responsible for status updates to end-users and ensuring prompt, effective resolution where necessary and expectations are consistently exceeded.
• Regularly monitor customer feedback and produce an appropriate action plan based on the results.
• Ensure pulse survey insights and continuous voice-of-customer feedback is received, actioned and communicated.
• Maintain an effective business relationship with the client and end users by understanding their needs and transferring these into the location where possible; be the face of the Workplace or Property team.
• Be aware of changing needs of customers and adjust the service accordingly in line with global standards.
• Provide an excellent standard of client service.
• Provide written reports and quality data as required.

Business Engagement & Hybrid Working Support

• Host regular business engagement sessions to fully understand business needs and work profiles to support the successful adoption of hybrid working and share insights of how their teams are using the space.
• Support and promote activity-based working and flexible working notions; proactively communicate flexible working and activity-based working etiquette and protocols and nudge respective behaviors.
• Report, feedback and manage behavioral trends.
• Support employees wherever they are—host virtual engagement events, assist and cascade home-working related inquiries, check in on home workers and communicate key information, activities and announcements.

Employee Engagement & Wellbeing

• Promote regular staff engagement, including meet-and-greet activities; provide end-user support based on their needs to provide a personalized level of service with high level of visibility to staff.
• Welcome new joiners and provide in-person or virtual orientation tours, supporting documentation and media.
• Host and promote employee engagement events, including lunch-and-learns, wellness activities and hobby clubs.
• Activate and promote wellbeing, fitness and recreation agenda in alignment with regional agenda and initiatives, assisting with bookings and inquiries.

Communications & Technology Support

• Assist with internal communications, including cascading relevant information, promoting success stories, managing local pages on intranet, ensuring distribution lists are kept up to date and supporting townhalls.
• Stay current on relevant End User Services technology in the workplace and attend trainings to be able to effectively assist end-users with any queries; assist with audiovisual, video conferencing and other technology inquiries; host end-user training when necessary.

General

• Perform any other reasonable requests.

Skills & Competencies

• Passionate about customer service and willing to go the extra mile to assist staff and visitors.
• Confident in engaging with new customers and building relationships with existing ones.
• Ability to provide real-time and anecdotal insights and business feedback to improve portfolio efficiency and space effectiveness.
• Brand ambassador for JLL and client organization.
• Strong visibility and presence with staff.
• Proactive and anticipatory service mindset.

Additional Information

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 for any part of the employment process, you may email HRSCLeaves@jll.com.