Guest Relations Host

Job Description: Guest Relations Host

Guest Relation Hosts (GRHs) are Employee Experience Ambassadors, committed to providing a superior customer and employee experience. GRHs are the face of our Workplace and client Property team and are expected to deliver a 5-star hotelier-style service and experience to all customers, clients, and employees.

The Guest Relation Host team is a client and hospitality service-oriented function responsible for services including, but not limited to, hospitality and events management, reception and visitor management, pantry management, meeting room management, and client suite services. They take ownership of the workplace experience by ensuring visitors and customers in their community are happy.

Guest Relation Hosts must be passionate about customer service and willing to go “the extra mile” to assist staff and visitors. They are brand ambassadors for JLL and our clients. GRHs confidently engage with new customers, build relationships with existing ones, and curate moments of inspiration and delight across all services.

What your day-to-day will look like

Responsibilities listed below are site dependent. It is expected that a GRH will work across the relevant functions interchangeably on a roster basis, which will be communicated upon appointment and based on service level agreements for the particular location.

Meeting Room and Client Suite Management

• Provide professional, well-groomed, and well-trained staff to meet, greet, and guide colleagues and clients to meeting locations; deliver a professional, warm, and genuine visitor and client experience.
• Keep all meeting rooms clean, tidy, and ready for use; maintain the highest level of cleaning standards and complete pre-checks before every meeting, including equipment and AV/VC checks.
• Set up and reset internal and external meeting rooms, training rooms, and conference rooms; manage rooms according to individual booking details and equipment requests, and reset in line with daily booking schedules.
• Resolve simple AV/VC, collaboration tool, or other meeting and conference room equipment issues.
• Support and manage the meeting room booking system, including bookings, cancellations, and amendments (as site dependent) per client requests, ensuring frequent communication with end users about their bookings.
• Manage catering requests, AV/VC, room equipment, and special requirements; liaise with the FM team, catering, security, and other vendors as appropriate to ensure requests are fulfilled.
• Ensure the meeting room booking system is up to date, including correct room details; assist with booking inquiries and liaise with supporting teams if necessary.
• Complete meeting room inventory checks.
• Refill and reset meeting room consumables (including F&B) after each meeting where appropriate.
• Collect external attendee names of visitors and prepare a daily visitor arrival list for the next working day.
• Encourage appropriate booking behavior and provide utilization reporting, including block bookings and no-shows.
• Conduct regular visual checks on meeting room usage (vacant or in use) to support ad hoc analysis of bookings versus utilization.

Hospitality and Events Management

• Manage and follow up on event set-up and run-down on the relevant floor, ensuring everything is in order, including technology assistance, and that all teams involved are prepared for required activities.
• Assist with event coordination: supervise set-up and dismantling of event venues, perform risk assessments, and liaise with necessary teams (e.g., security, housekeeping) to maintain a consistent level of service.
• Provide food and beverage service for external meetings or client suite meetings/events; coordinate with the Hospitality lead and vendors as necessary for larger catering functions, fine dining, and special requests.
• Supervise and be present throughout events.
• Assist with ad hoc requirements or event-related requests.
• Support event communications, including promoting and confirming attendance and creating name badges.
• Assist with internal events led by the business as requested.
• Provide team briefs to wider workplace teams on upcoming events, conferences, and client suite events so teams are aware of activities.

Reception and Visitor Management

• Deliver 5-star customer service with a professional and presentable appearance at all times.
• Meet and greet all staff, customers, and visitors professionally and cheerfully.
• Maintain reception desks, waiting areas, and internal meeting rooms to the highest standards of tidiness and cleanliness as outlined in operational KPIs.
• Serve as an information source for staff and customers; assist and advise with inquiries about building facilities, meeting room locations, special events, and surrounding amenities as appropriate.
• Be approachable and interact with guests and team members at all levels in a professional and friendly manner.
• Manage all visitor categories in line with security protocols.
• Inform hosts of guest arrivals or escort guests to host or meeting rooms (in line with security practices).
• Monitor waiting areas to ensure visitors are collected and attended to in a timely fashion, interacting as appropriate.
• Issue and control visitor security passes; liaise and interact with security to ensure a safe working environment for all visitors and staff.
• Carry out proactive premises inspections and raise work orders for surrounding areas to report maintenance issues, cleanliness issues, or system faults where necessary.
• Stay customer focused by being visible at reception desks and building relationships with staff and customers.
• Suggest ideas for developing and evolving reception services and assist in implementing these ideas.
• Monitor customer feedback regularly and produce an action plan based on the results.
• Welcome new joiners and provide in-person or virtual orientation tours, supporting documentation, and media.
• Brief visitors on arrival regarding fire evacuation procedures, including emergency exits, evacuation routes, and assembly points.

Skills & Experience

• Fluent in English (written and oral).
• Passionate about people and providing great experiences; natural “people person” with exceptional customer service skills and attentiveness to customer needs.
• Excellent verbal and written communication skills, with the ability to communicate professionally and effectively.
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Visio, Outlook, Teams, SharePoint, and Access).
• Previous hospitality and/or reception experience is preferred (minimum 3 years).
• High attention to detail.
• Flexible and proactive; comfortable working in a fast-paced environment.
• Strong problem-solving skills with the ability to react quickly and decisively to issues.
• Strong team player committed to supporting colleagues.
• Ability to work under pressure and meet tight deadlines.
• Exceptionally organized with strong multitasking and outstanding time management skills.
• High level of grooming standards.
• Proven track record of achievement.

Location

On-site – London, GBR