Guest Services Ambassador - Lobby Reception

About the role

JLL's Guest Services Ambassador (GSA) works in the Madrid office reception, reporting to the Events & Hospitality Site Supervisor. As the first point of contact for customers, partners, guests and employees, the GSA provides exceptional customer service, keeps the lobby clean and tidy and supports the Guest Services & Hospitality Senior Coordinator.

Key responsibilities

• Maintain a tidy, smart uniform and well-groomed appearance, and keep the ground floor and front-of-house areas clean, reporting issues to the Workplace Facilities Coordinator
• Greet every guest and staff member by name, welcome them and support them while waiting in the lobby
• Handle guest pre-registration through the Salesforce Guest Management system and the Virtual GSA Portal, including temporary badges and guest requests
• Ensure guests are picked up on time by their hosts and cover reception at all times during business hours
• Coordinate with security, Facilities, Guest Services, Meetings & Events and handle taxi bookings
• Handle employee requests, package handling (including customs and shipping), access control and badge documentation
• Keep the Reception Handbook up to date, report defects and maintain the Lost & Found program
• Support the Hospitality Team, book meeting rooms via GCal or REWS, train office covers and perform monthly checklist reviews
• Stock lobby supplies, manage First Aid Kits and own the Lost & Found program

Required profile

• Customer service or administrative work experience (at least one year of related customer service experience preferred)
• Background in hospitality or another service sector preferred
• Fluent spoken and written Spanish and English
• Well-groomed appearance, smart attire and friendly, patient, proactive attitude
• Ability to work in a fast-paced environment, multitask and switch between roles

Required skills

• Intermediate-advanced Microsoft Office (Word, Excel, PowerPoint)
• Good knowledge of Salesforce and ability to learn internal Salesforce tools
• Ability to learn office, audio-visual and meeting equipment

Shift is Monday to Friday, 8:30 AM to 5:30 PM (sometimes 9:00 AM to 6:00 PM); a laptop is provided and a standard Salesforce uniform is required. The role is on-site in Madrid.