Guest Services Ambassador Supervisor

JLL empowers you to shape a brighter way.  

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

The Supervisor is a dynamic leader who combines exceptional hospitality expertise with operational excellence to oversee the guest services team and ensure flawless execution of meetings and events. This role requires a data-driven approach to managing guest experiences while leading and developing a team of Guest Service Ambassadors to deliver 5-star service that results in absolute customer satisfaction. As the face of hospitality, this position serves as the subject matter expert for all guest-facing activities, events coordination, and ticketing systems.

Your day-to-day tasks will include:

• Lead and manage the Guest Service Ambassador team, including scheduling, training, performance management, and daily operations to ensure consistent delivery of exceptional guest experiences
• Oversee the meetings and events process from intake to execution, coordinating all event and guest service requirements while ensuring timely responses within approved Service Level Agreements (SLAs)
• Monitor and manage ticketing requests and queries for Meetings & Events, providing regular reporting and insights through Tableau dashboards and producing ad-hoc reports
• Conduct weekly auditing and reporting on event-related and guest services KPIs, managing monthly data metrics to inform future business processes and strategy decisions
• Develop and implement training programs for team members on Google Suite, Ticketing System, Tableau dashboards, and badging access systems
• Maintain 'show ready' standards for all guest-facing areas and ensure tickets and programs are routed to accurate queues
• Develop strong relationships with key stakeholders, internal business units, partners, external vendors, and contractors to ensure event and guest service needs are met

Physical Demands and Work Environment:

• Availability during evenings, weekends, and after hours required on an as-needed basis for event execution and team supervision
• Ability to work in a fast-paced office environment
• Physical capability to move throughout the facility to oversee operations and support events
• Flexibility to manage both guest services operations and event coordination simultaneously
   

Required Qualifications:

• Minimum 3-5 years of supervisory experience in guest services or hospitality operations
• Background in facilities management or workplace services
• Proven leadership experience in hospitality, guest services, or event management teams
• Demonstrated expertise in team management, including scheduling, training, and performance management
• Strong proficiency in data analysis and reporting, with experience using dashboard tools like Tableau

• Experience with ticketing systems and event coordination processes
• Excellent communication and interpersonal skills with ability to deliver exceptional customer service
• Experience with Google Suite, Slack, Quip, and other collaborative platforms

Preferred Qualifications:

• Bachelor's degree in Hospitality Management, Business Administration, or related field
• Knowledge of REWS (Real Estate Workplace Services) systems and processes
• Previous experience in corporate hospitality or executive-level guest services
• Event management certification or training

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Estimated compensation for this position:

80,000.00 – 85,000.00 USD per year

This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.

Location:

On-site –New York, NY

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table!

Personalized benefits that support personal well-being and growth:

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