Community Hosts are a high-touch workplace experience team providing proactive service to foster staff engagement and improve employee productivity and experience. Community Hosts are the heart of our Workplace; They are experience curators, creating moments of delight and care through memorable, anticipatory and personalized human interactions. They play a pivotal part in delivering on the promise of twice the experience within our premium 5-star Client Suite environment.
Position Overview
We are seeking a passionate Community Host to serve as a Client Experience Coordinator, delivering exceptional 5-star service within our premium Client Suite. This role combines workplace experience curation with high-touch client service, serving as the primary point of contact for all client interactions, vendor management, event coordination, and employee engagement initiatives. The successful candidate will ensure every touchpoint exceeds expectations while maintaining the highest standards of health, safety, and operational excellence.
Community Hosts are the workplace experience ambassadors, responsible for initiatives and programs to curate an engaging workplace and employee experience. They are focused on community and collaboration with a key focus on fostering business & employee engagement and wellbeing. Community Hosts make the office the great place to get work done, collaborate and innovate with colleagues. They take ownership of the workplace by making sure they have happy customers and visitors in their community.
Key Responsibilities
Experience Curation & Client Service Delivery
- Deliver outstanding 5-star service to all clients utilizing the Client Suite facilities
- Create moments of delight and care through memorable, anticipatory and personalized human interactions
- Serve as the main point of contact for client inquiries, requests, and feedback
- Act as brand ambassador for JLL and our clients, building lasting relationships
- Maintain high visibility to staff and provide personalized service levels based on individual needs
- Anticipate client needs and proactively address requirements to enhance their experience
Workplace Experience & Community Building
- Conduct proactive premises inspections and floor walks (including meeting rooms, pantry, social areas)
- Ensure all areas are clean, orderly, and ready to use throughout the day
- Foster business & employee engagement and community host initiatives
- Support and supervise the GRH’s that manage the front desk within the Client Suite, ensuring that they deliver a five star service in both meeting room and events management.
Event & Meeting Coordination
- Coordinate and manage all meetings and events within the Client Suite
- Support and manage meeting room booking systems, ensuring accuracy and smooth operations
- Oversee setup, execution, and breakdown of events ensuring seamless delivery
- Coordinate internal events working with Hospitality teams and vendors as appropriate
- Coordinate event logistics including catering, audio-visual equipment, and room configurations
- Ensure seamless communication with hospitality/GRH teams for internal and external events
Vendor & Supplier Management
- Act as primary point of contact for all vendors and service providers
- Coordinate vendor schedules and ensure service delivery meets premium standards
- Proactively raise work orders and provide frequent status updates
- Conduct regular vendor performance reviews and relationship management
- Ensure all vendor activities comply with building policies and procedures
Financial Administration & Operations
- Process and chase outstanding invoices in a timely manner
- Raise work orders for approved services and supplies
Health, Safety & Compliance
- Maintain current knowledge of health and safety regulations and ensure compliance
- Conduct regular safety assessments on spaces and report any good catches.
- Support health and safety functions with dedicated training and protocols
- Ensure all activities and events comply with safety protocols
Communication & Feedback Management
- Monitor customer feedback regularly and produce appropriate action plans
- Ensure all signage and messages are current and relevant
- Support internal communications including cascading information and managing local intranet pages
Required Qualifications
- Fluent in English language – written and oral
- Minimum 3 years previous hospitality/co-working experience
- Previous events experience strongly preferred
- Exceptional customer service skills with natural "people person" qualities
- Strong relationship building abilities
- Excellent verbal and written communication skills
- Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Visio, Outlook, Teams, SharePoint, Access)
- Strong problem-solving skills with ability to react quickly and decisively
- High attention to detail and exceptional organizational skills
- Outstanding time management and multi-tasking abilities
Personal Attributes & Skills
- Passionate about people and providing great experiences
- Attuned to customer needs with anticipatory service mindset
- Flexible and proactive; comfortable in fast-paced environments
- Strong team player with commitment to supporting colleagues
- Ability to work under pressure and meet tight deadlines
- High level of grooming standards
- Professional discretion and confidentiality
- Proven track record of achievement
Key Performance Indicators
- Customer satisfaction scores and feedback metrics
- Event execution quality and client feedback
- Response times to inquiries and work order completion
- Vendor performance management and cost optimization
- Employee engagement participation rates
- Health and safety compliance metrics
- Effective delegation and task completion rates
This role offers the opportunity to be at the forefront of workplace experience delivery, working in a dynamic environment where excellence is the standard, client satisfaction is paramount, and creating memorable experiences is the daily mission.
