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Guest Services Specialist

Company: US AMR-Jones Lang LaSalle Americas, Inc.
Location: Mountain View
Posted on: May 3, 2021

Job Description:

Working with the MTV Workplace Experience team to create the best workplace in the world, Guest Services Specialist is the front facing customer service role at Atlassian.This role assists with managing the workplace and supports the Workplace Experience (WE) team.You are the first person who welcomes and greets our employees (including executives), vendors, partners and visitors.You play a fundamental role in creating and delivering outstanding Atlassian experiences and ensuring that all Atlassians and visitors receive the highest level of customer service.Guest Services Specialist will report directly to JLL Assistant Facilities Manager and will interact/partner with the Atlassian security contingent workforce (Security Officers).Guest Services Specialist seeks out information, builds knowledge of standard processes and procedures, and exercises professional judgment. You will be supplying end to end customer experience while fulfilling your core operational responsibilities.DAY TO DAY DUTIES:Contribute to creating a customer focused environment consistent with Atlassian valuesDemonstrate continuous effort to improve service delivery and customer service levelsWork cooperatively and jointly with internal (departments) and external (vendors) contacts to provide high-level customer service to staffPlan and manage guest services operations in the MTV office following global guidelinesMaintain an understanding of all lobby specific programs (i.e. lost & found, badging etc.)Appropriately handle queries from employees, visitors, and guestsGuest Services Responsible for accommodating all Front of House areas ensuring they are presentable at all timesProvide a warm and friendly welcome to all customers and visitors to the buildings, actively engage with each individualProvide assistance and direction according to the customer request, help navigating through local amenities and servicesAdhere to building WHS policies and procedures including emergency proceduresTriage of workplace ticketsManage shipping and receivingManage security/access cardsEffectively utilize the visitor management system to ensure a smooth check-in and check-out processAlert to unusual/suspicious activity and escalate or support appropriatelyManage the end to end Kudos programAssist Workplace Experience Team with special projects as assigned efficientlyProvide general administrative and clerical support: create and maintain playbooks, trackers, progress pages, etcAttends regular team training and complete professional development coursesUnderstand internal tools to support daily operationsUnderstand and complete all required duties in the requested time frameProvide guidance during daily operations and emergenciesFacilitiesSupport facilities with managing vendors onsiteLiaise with building management on basic facilities tasks/tickets i.e. elevator issues, lighting problems, key replacements, etcUpdate and maintain accurate records and official documentation in Google Drive, Confluence and DropboxResponsible for supporting emergency response proceduresAware of the security systems utilized in companywide lobbies and officesEnsure building specific access processes and policies are enforcedEventsSupport Event Team in the planning and delivery of internal events and celebrations e.g.Monthly celebrations, TGIFMonthly socialMonthly LunchesUser groups logisticsParty in a boxAd hoc Atlassian requestsEvent recordingsEvents commsEvents ad-hoc supportOrganizing Team Building activities for AtlassiansResponsible for support and execution of events and tours on campus as neededCommunicationsCommunicate with Atlassian and JLL teams frequently and effectively: respond promptly, provide update on time, send reminders to the teamConfident in communicating with all levels of management within the business (C-Suite executives, internal and Client comms)Send emails alerting Atlassians of site facilities and event activitiesCreate and maintain blogs, playbooks, newslettersMonitor and update site-specific and global chat roomsFinanceSupport team's spend activity and contribute to achieving financial goalsManage receipts, invoices, and other records for accurate bookkeepingPrepare and submit expense reportsActively participate in site budget processActively seek and document cost savings opportunitiesProvide superior client service (85% weighting)Contribute to the growth of the company (10% weighting)Enhance own professional and personal skills (5% weighting)REQUIRED SKILLS & EXPERIENCE:2+ years in a customer service-oriented position in a corporate environmentExceptional written and verbal communication and interpersonal skillsHighly organized and detail-oriented professional who is able to work within a team or independentlySound computer skills (GSuite, Canva) including a willingness to learn Atlassian software products and toolsAbility to multitask in a fast-paced environment while maintaining a positive outlook and proactive approachCustomer service-driven approachTeam player, flexible, helpful, and professionalBuild rapport and cooperative relationships with customers and visitorsContribute to maintaining a safe and healthy workplaceExperience with ticket management systems and security systems is a plusJLL Privacy NoticeJones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.For additional details please see our career site pages for each country.For employees in the United States, please see a fully copy of our Equal Employment Opportunity and Affirmative Action policy here.Jones Lang LaSalle ("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 because of a disability for any part of the employment process - including the online application and/or overall selection process - you may email us at . This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.California Residents onlyIf you are a California resident as defined in the California Consumer Privacy Act (CCPA) please view our Supplemental Privacy Statement which describes your rights and disclosures about your personal information.If you are viewing this on a mobile device you may want to view the CCPA version on a larger device.Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Keywords: US AMR-Jones Lang LaSalle Americas, Inc., Mountain View , Guest Services Specialist, Other , Mountain View, California

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